Delivery & Returns

DELIVERY COSTS

  Standard Delivery
Mainland GB FREE OF CHARGE
Northern Ireland and Scottish Highlands Plus 20% of order value
Channel and Offshore British Islands Plus 20% of order value
Overseas Plus 20% of order value

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DELIVERY TIMES

Delivery type Timescales 
Standard Delivery Typically within 2-3 working days, but please allow up to 5 working days

 

DELIVERY TYPES EXPLAINED

STANDARD DELIVERY

Your purchase will be delivered on a standard service with our selected courier, and a signature will be required upon delivery. In-stock items are typically delivered in 2-3 working days, but please allow up to 5 working days. If you need your order by a specific date, please contact Enigma Pottery on 07791 699770

Enigma Pottery operates Monday-Friday excluding bank holidays. During holidays and busy periods such as sale, we may be extremely busy and your parcel may take slightly longer to arrive. We will do their best to keep you updated, but if you have any queries about your delivery please do not hesitate to get in touch on 07791 699770.

Items ordered after 1 pm will be despatched the following day. Items ordered on Friday will be delivered the following Monday (with the exception of bank holidays).

DELIVERY TERMS & CONDITIONS
We aim to deliver your items as efficiently as possible and work closely with our couriers to ensure you receive the best service. During busy periods we will endeavour to dispatch orders as quickly as possible, but we ask that you allow extra time for your delivery. Our couriers will try to successfully deliver your order on the first attempt, but please understand they may occasionally experience delays with adverse weather or breakdowns which are out of our control.

Delivery to remote locations may take a little longer and will be dependent on how often our couriers visit the area.
Standard delivery items are sent with our selected courier and will require a signature upon delivery. The courier will attempt delivery twice and leave a calling card if nobody is home to sign for the delivery. Alternatively, they may deliver to a neighbour or your local post office.
You can liaise with the courier directly using the information provided on the calling card to organise subsequent deliveries. Should you not respond to the calling card within five working days, the goods will be returned to us and a re-delivery charge may apply.
Upon receipt of your order, please take care to fully inspect your items to ensure you are happy with them before disposing packaging. In the event of damage or breakage, Enigma Pottery requests that you send photographic evidence of both damaged goods and packaging.  Unfortunately, we may be unable to offer a refund if there is no photographic evidence.

MADE TO ORDER ITEMS

All bespoke orders are made to order by Enigma Pottery especially for you and may take up to four weeks to make. When ordering items out of stock, please allow 3-4 weeks for completion of order and delivery.


RETURNS

At Enigma Pottery we want you to be thrilled with every item you receive, but we understand that there are occasions you may want to return an item. If you aren’t totally satisfied with your purchase, you can return it to us in its original condition within 14 days.
Upon receipt of your order, please take care to fully inspect your items to ensure you are happy with them before disposing of packaging. Unfortunately, we may be unable to offer a refund for breakage if there is no photographic evidence of damage and packaging.

UNWANTED ITEMS

If you would like to return an item purchased through our website or over the phone, please complete the Returns Form that was included in your order, enclose it with the items and post back to:

Enigma Pottery
15 Vicarage Street
Frome, Somerset
BA11 1PX
You are responsible for covering the returns postage cost.
If you have lost or misplaced your returns form, you can print a copy here.

DAMAGED ITEMS

If you believe your item is damaged, please contact Enigma Pottery within 24 hours on 07791699770 or email jbarton@nullenigmapottery.co.uk. You will be asked to provide photographic evidence of the damage and packaging.  If an item is agreed to be damaged, a replacement item will be sent to you as soon as it is in stock.

EXCHANGES

We are only able to offer a like-for-like exchange if the item is damaged.

RETURNING BESPOKE AND MADE-TO-ORDER ITEMS

When ordering one of our bespoke made-to-order items you are agreeing to the following terms and conditions:
Once the purchase of a bespoke made-to-order item has been made, the order cannot be cancelled. If for whatever reason, you change your mind about an item, a 20% re-stocking fee will be applied.
To arrange a return for your bespoke order, you must contact Enigma Pottery on 07791 699770 or jbarton@nullenigmapottery.co.uk within 14 working days from delivery. You will be asked to return the item at a cost to you.
You must ensure items are returned to us in a perfectly saleable condition and in original packaging. Failure to do so will result in Enigma Pottery being unable to refund you.
Please ensure you measure your space correctly before placing your order. Be sure to consider staircases, doorways and any tight spaces as your furniture may need to be manoeuvred through these spaces. If you need to return an item of furniture, the original delivery charge plus a collection charge will be deducted from any refund or exchange value.

RETURNS TERMS & CONDITIONS

Enigma Pottery wants you to be thrilled with your order but understands you may want to return an item. Our terms and conditions for returns are outlined below:

  • We are unable to exchange unwanted items for a different item.
  • You are responsible for covering the cost of returning an unwanted item.
  • If you believe an item is faulty, please contact Enigma Pottery before taking any further action. They can be reached on 07791 699770 or jbarton@nullenigmapottery.co.uk
  • Please ensure all items are packaged securely and sufficiently in the original packaging to withstand the delivery journey. Failure to do so may leave Enigma Pottery unable to refund you.
  • We recommend that you return goods using an insured, registered delivery service and keep the receipt. We are unable to accept liability for goods lost or damaged in transit back to us.
  • Please take care to fully inspect items upon delivery to ensure you are happy with them before disposing of packaging. Failure to do so may result in us being unable to refund you.
  • We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card.