Terms & Delivery

Highland Stoneware is completely dedicated to having satisfied customers. If you have any questions, suggestions or comments, please contact us

  • by phone: 01571 844376
  • by fax: 01571 844626
  • email: info@highlandstoneware.com
  • post: Highland Stoneware, Lochinver, Sutherland, IV27 4LP

We abide by ‘The Consumer Protection (Distance Selling) Regulations 2000’, (for EU customers only) details of which can be found here.

LOYALTY POINTS

Personal Account holders will benefit from any special offers or promotions and earn loyalty points. Online purchases will earn 1 point for every  £1 spent. The opportunity to use Points, or not, will be available at checkout. Points will have a redemption value of £0.05 per point. A maximum of 5000 points can be redeemed in one transaction. There is no time limit to redeem points. You can check your points balance by logging into your account. Please note that you will need to create an account to benefit from this feature.

Our Loyalty Points scheme replaces our previous Loyalty Discount arrangement.

However, Personal Account customers who had signed up to our previous Loyalty Discount will find their account automatically credited with a number of Points, the value of which will be relative to their previous online total spend value.

*As of 1st June 2018 we will award previous discount holders with new Online Loyalty Discount Voucher to use indefinitely. This will appear at the checkout if you login to your account. It cannot be used in conjunction with Point Redemption. This is a manual process and will take some time to administer.

We are currently unable to award or redeem points on telephone orders or purchases from our showrooms at Lochinver and Ullapool.

Special Commission orders do not qualify for discounts.

TAX

For all deliveries in the UK and EU, prices include VAT at the current rate.

Overseas, where applicable, VAT will be deducted at the checkout.

ACKNOWLEDGEMENT OF ORDER

When you have completed your online order you will be sent an email confirmation. It will state what the products are on order, the total cost including VAT (where appropriate)and Post & Packing charges, together with delivery and invoice details. If for any reason your order cannot be fully processed, you will be contacted to explain the nature of the difficulty and effect resolution.

CREDIT CARD SECURITY

When the order is placed on our website, credit card numbers are encrypted using 128 bit encryption. Payments are processed by our nominated payment platform (Sagepay). Telephone orders paid by credit card have all the card details used to process the payment destroyed after successful completion of the order.

DELIVERY & SHIPPING

We try to dispatch your order as soon as possible.  However, please bear in mind that we have a vast range, and each piece is individually made, and decorated by hand.  We do not hold every item in stock, and often have to make them for your order.  If you need a piece urgently, please let us know, and we will do our best to get it to you, or offer you an alternative.

If you require a specific decorators work, please specify at the checkout.  Be aware this may delay your order.

Your order will only be sent when complete.  If you require it to be split in order to get part sooner, then an extra carriage charge will be incurred.

Alternatively, you can collect your order directly from the pottery at Lochinver or Ullapool. Select this option from the ‘Delivery Option’ box at the checkout.

Prices for shipping are based on the order value. Our current carriage, packing and insurance charges are:

Order Value UK Channel Islands Europe Zone 1 Europe Zone 2 US & Canada Rest of World
Up to  £55.00 £5 £10 £15 £17 £25 £25
£55.01 – £100.00 £10 £25 £30 £44 £35 £35
£100.01 – £200.00 £15 £25 £30 £44 £50 £50
£200.01 – £300.00 £20 £50 £60 £70 £75 £75
£300.01 – £500.00 £25 £50 £60 £70 £100 £100
£500.01 + £25 £50 £60 £70 £120 £120

We will inform you by email when your order has been dispatched, and you will receive a tracking number, with a link track your order. Small single items are often sent by Royal Mail without a tracking number. Prices are shown when the delivery country is selected from the drop down box at the checkout.  In the UK and Europe, we usually dispatch via Royal Mail or Parcelforce. Delivery from the Highlands normally takes 3 to 4 working days, and is for weekday delivery only.

Europe Zone 1 Countries: Eire, Belgium, Luxembourg, Netherlands, Denmark, France, Germany, Monaco.

Europe Zone 2 Countries: Italy, Spain, Greece, Portugal, Sardinia, Sicily, Corsica.

US, Canada and Rest of World delivery: For international deliveries we always use a trackable ‘signed for’ service. If we  find the cost of shipping to be much cheaper than you have paid, we will refund the difference. In some circumstances we may contact you to pay an additional surcharge for remote or rural addresses.

Please note that any customs duties incurred, are to be met by the purchaser, and are not the responsibility of the supplier.

If we are arranging delivery of your order to a third party address (e.g. a friend or relative) you must ensure that you provide us with a full and accurate address, including the correct postcode. We will not be liable for orders lost or delayed  due to wrong or incomplete address details. Please note that we are unable to deliver to an address containing a P.O. Box Number.

Should there not be someone in to accept delivery during working hours, a card will be left informing the recipient that they have tried to deliver. They will requests that the recipient contacts their local sorting office to arrange collection or re-deliver at a suitable date. We accept no liability if delivery is not made due to the recipient not being available or due  to the recipient failing to contact their local Royal Mail sorting office within  a reasonable time to arrange collection or re-delivery.

Delivery is deemed to have been made when delivered to the address provided.

BREAKAGE OR LOSS

In the rare event of loss or damage in transit, we take responsibility to make good the loss.  If possible, please supply us with a digital photograph of any damages and the packaging to substantiate your claim.

Please do not return broken pieces.

RETURNS POLICY

If for any reason you are not entirely satisfied with your order, and the goods are returned to us, undamaged, we will fully refund your purchase transaction.  Please note that we cannot be responsible for returned goods that are damaged in transit.  Should the goods be of good quality, all carriage charges will be the responsibility of the purchaser.  If the goods are found to be faulty, we offer to replace or refund the faulty item at no additional charge to the customer.  We will only refund carriage costs at cheapest over-the-counter Post Office rates.

Personalised and bespoke pieces are only ever made on a ‘Run of Kiln’ basis, as we only paint the one item ordered. Slight imperfections in the glaze are considered acceptable. We are unable to offer a refund or replacement, unless the item is faulty.

CANCELLATION

As a consumer you have the right to cancel your order within 7 working days of receipt of goods and receive a full refund including delivery charge. In order to claim a refund you must notify us in writing within this ‘cooling off’ period. Refunds will be made as soon as possible, but within 30 days.

Goods must be returned to us in the original packaging and arrive undamaged within 10 working days from informing us of cancellation. Please note, that items are returned at your own cost and we recommend the use of a registered postal service for your protection.

We reserve the right to make changes to our Trading Terms and Loyalty Points Scheme.