TERMS AND CONDITIONS - FULL
Pellow Ceramics – CARE INSTRUCTIONS
Every piece is carefully handmade by Chris and Ian in their small home studio. As with all handcrafted items there may be slight variations in colour, size and finish from images and descriptions. Our pots are handmade and are more fragile than industrially manufactured work. We recommend handwashing our pieces, not putting them in the microwave and avoiding using the pieces with food or drink that heavily stains.
All payments are made through PayPal or SumUp and can be made using all major debit and credit cards. Once your order is completed you should receive confirmation by email.
Please allow a little more time than usual for our couriers to deliver your order.
All our packaging is as environmentally friendly as possible. We use tissue paper, newsprint offcuts and honeycomb cushioning paper for wrapping, and 100% bio-degradable packing peanuts. Our cardboard is recycled or recyclable and we use paper tape where possible. On the rare occasion where extra protection is required, we will re-use bubblewrap which was used by our suppliers.
SHIPPING - EU
EU Customers - Brexit update
Please note: Because of the UK being outside of the European Union, when your parcel arrives at your country’s border, customs, taxes and administration charges will apply. These charges will be your responsibility and you will be contacted by the courier with an invoice to be paid before you can receive your parcel. You can track your parcel using the tracking number provided in your confirmation email - please remember to check junk folders in case either the confirmation email or invoice ends up there.
If you refuse the parcel or the storage period expires in customs due to non payment of the customs charges, the parcel will be sent back to us and we will charge a fee of £15 which we will take off your refund, or alternatively, if you’d still like the parcel, you will be charged the shipping costs once again.
We do appreciate your patience with this new way of working.
SHIPPING – EU & rest of the world
All purchases are sent by Royal Mail Tracked 48 or International Tracked and Signed. We currently ship to the UK, EU, USA, Canada, Australia and New Zealand. Orders to the UK are usually delivered within 7 business days. International orders can take up to 15 business days, possibly longer depending on the circumstances. You should receive confirmation once your purchase has been despatched.
Please note: All contact and delivery information must be submitted accurately and in full to guarantee that your order is despatched to the correct address. On occasion we may need to be in touch for further contact details to ensure your parcel is delivered correctly.
If you’d rather come and collect your order please get in touch to arrange this, shipping costs can be refunded accordingly if this is organised.
There may be tax or customs charges on items shipped abroad. Pellow Ceramics cannot be held responsible for any additional duties charged to you by your country. Please keep in mind that you may need to pay customs fees upon pick up of your parcel.
Pellow Ceramics cannot be held responsible for unforeseen delays due to Covid-19, weather conditions, industrial action, busy holiday periods or customs delays.
If your parcel is lost or damaged please get in touch and we will assist in anyway we can.
If you are not fully satisfied with your purchase, you have 14 days after receipt of the item to return it to us for a refund. We cannot refund postage charges and you will be responsible for packaging the item and return postage. The item must be unused and reach us in the same condition it reached you.
We take utmost care to package your item so it can withstand normal delivery driver practices. However, if something does go wrong, please get in touch within 5 days of receiving your order. Send us pictures of the item with the packaging as you received it. We are happy to discuss options of a refund or a replacement if it’s possible. Thank you for understanding.
Our policy, outlined below, explains your rights under this new law, effective as of 28 June 2021. By continuing to use our site, you agree to these updated terms.
Collection of personal information
Our top priority is customer data security. You can access and use the Website and Services without telling us who you are or revealing any information by which someone could identify you as a specific, identifiable individual. If, however, you wish to use some of the features on the Website, you may be asked to provide certain Personal Information (for example, your name and e-mail address). We receive and store any information you knowingly provide to us when you create an account, or fill any online forms on the Website. When required, this information may include the following:
• Personal details such as name, country of residence, etc.
• Contact information such as email address, address, etc.
• Account details such as user name, unique user ID, password, etc.
• Order history etc.
Retention of information
We will retain and use your Personal Information for the period necessary to comply with our legal obligations, resolve disputes, and enforce our agreements unless a longer retention period is required or permitted by law. We may use any aggregated data derived from or incorporating your Personal Information after you update or delete it, but not in a manner that would identify you personally. Once the retention period expires, Personal Information shall be deleted. Therefore, the right to access, the right to erasure, the right to rectification and the right to data portability cannot be enforced after the expiration of the retention period.
You are able to delete certain Personal Information we have about you. The Personal Information you can delete may change as the Website and Services change. When you delete Personal Information, however, we may maintain a copy of the unrevised Personal Information in our records for the duration necessary to comply with our obligations to our affiliates and partners, and for the purposes described below. If you would like to delete your Personal Information or permanently delete your account, you can do so by contacting us.
Privacy of children
We do not knowingly collect any Personal Information from children under the age of 18. If you are under the age of 18, please do not submit any Personal Information through the Website and Services. We encourage parents and legal guardians to monitor their children's Internet usage and to help enforce this Policy by instructing their children never to provide Personal Information through the Website and Services without their permission. If you have reason to believe that a child under the age of 18 has provided Personal Information to us through the Website and Services, please contact us. You must also be old enough to consent to the processing of your Personal Information in your country (in some countries we may allow your parent or guardian to do so on your behalf).
The Website and Services use "cookies" to help personalize your online experience. A cookie is a text file that is placed on your hard disk by a web page server. Cookies cannot be used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you, and can only be read by a web server in the domain that issued the cookie to you.
We offer electronic newsletters to which you may voluntarily subscribe at any time. We are committed to keeping your e-mail address confidential and will not disclose your email address to any third parties except as allowed in the information use and processing section or for the purposes of utilizing a third party provider to send such emails. We will maintain the information sent via e-mail in accordance with applicable laws and regulations.
All e-mails sent from us will clearly state who the e-mail is from and provide clear information on how to contact the sender. You may choose to stop receiving our newsletter or marketing emails by following the unsubscribe instructions included in these emails or by contacting us. However, you will continue to receive essential transactional emails.
Changes and amendments
We reserve the right to modify this Policy or its terms relating to the Website and Services from time to time in our discretion and will notify you of any material changes to the way in which we treat Personal Information. When we do, we will revise the updated date at the bottom of this page.
Acceptance of this policy
You acknowledge that you have read this Policy and agree to all its terms and conditions. By accessing and using the Website and Services you agree to be bound by this Policy. If you do not agree to abide by the terms of this Policy, you are not authorized to access or use the Website and Services.
If you would like to contact us to understand more about this Policy or wish to contact us concerning any matter relating to individual rights and your Personal Information, you may send an email to firstname.lastname@example.org
This document was last updated on 25 June, 2022