Delivery & Returns

Delivery

We are a manufacturing company producing hand crafted goods which require delicate workmanship and are often made to order, so whilst we expect our delivery times to be between 4 to 6 weeks, our exact delivery time will be quoted to you by our Customer Services Team at the time you confirm your order for complete bespoke orders, there may well be a need for additional time and this will depend upon the complexity of the design, which may require hand painting or individual kiln firing. Our warehouse despatches between Monday to Friday.

For bespoke and many special orders we manufacture to order and we always have a skilled artist to work on personalised items.
All orders are sent using a tracked courier service for your convenience and security. You will receive an email confirmation with your tracking number when your order has been dispatched. You can also find your tracking information in the order section of your Caverswall account.

 

We use the following couriers for UK and International deliveries:
UK – APC couriers
International – Fedex

 

Please contact the couriers directly and quote your tracking number should you wish to monitor the movements of your order.
Should you require a different delivery method, this can be arranged using Royal Mail but must be requested by the customer when the order is placed. It is the customer’s responsibility to inform Caverswall of any specific delivery requirements. Shipping methods cannot be amended if the order has already been dispatched.

Postage & Packing

The following charges apply for delivery. Please note that charges are for despatch to one address. If you require your order to be despatched to multiple destinations, the delivery charges will be assessed and discussed with you. PLEASE ALSO NOTE THAT LARGER ORDERS MAY INCUR ADDITIONAL SHIPPING COSTS, IN THESE INSTANCES WE WILL BE IN TOUCH WITH YOU BEFORE DESPATCHING YOUR ORDER.

UK Mainland  All basket denominations £5.00
Europe 1 & UK Other Austria, Belgium, Denmark, France, Germany, Guernsey, Ireland, Isle of Man, Italy, Jersey, Luxembourg, Monaco, Netherlands, Portugal, Spain, Switzerland.

All basket denominations

VAT: Deducted during the checkout process for those countries which are exempt.

Important: The recipient is responsible for all duties and customs charges, sales taxes and any other local charges.

£15.00
Europe 2 Albania, Andorra, Armenia, Azerbaijan, Belarus, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Finland, Georgia, Gibraltar, Greece, Hungary, Iceland, Kazakhstan, Latvia, Liechtenstein, Lithuania, Macedonia, Malta, Moldova, Montenegro, Norway, Poland, Romania, San Marino, Serbia, Slovakia, Slovenia, Sweden, Turkey, Ukraine, Vatican City.

All basket denominations

VAT: Deducted during the checkout process for those countries which are exempt.

Important: The recipient is responsible for all duties and customs charges, sales taxes and any other local charges.

£40.00
USA All basket denominations £20.00
Rest of World All basket denominations

VAT: Deducted during the checkout process for those countries which are exempt.

Important: The recipient is responsible for all duties and customs charges, sales taxes and any other local charges.

£40.00

Orders outside the EU

Orders for shipment outside of the EU ship free of Sales Tax.  There may however be local import duties, for which The Caverswall China Company will not be responsible.  Duty rates and personal import limits vary by country. A local customs website will advise these for your region.

Returns Policy

We have every confidence that you will be completely satisfied with our products, but if for any reason you are not, please follow the guidelines below:

•    Faulty goods – If the item is faulty in any way, please return it to us within 30 days of receipt and we will offer a full refund against the original method of payment.
•    Sale goods – There is a strictly no refund policy on Sale products
•    Personalised items – There is a strictly no refund policy on personalised items.
•    Dated items – There is a strictly no refund policy on dated items.
•    Exchange Policy – We will exchange items if they are returned within 30 days on receipt, providing they are in the original packaging and in a fully saleable condition. You must also provide the proof of purchase. If no suitable exchange item is immediately available, we will offer online credit.
•    Products bought from a third party seller – There is a strictly no refund policy against goods which have not been purchased from www.caverswallchina.com.

Except when due to manufacturing faults all shipping costs for returns will be covered by the customer.

Warehouse return address:

Caverswall, Unit 9, Berry Hill Rd, Berryhill Trading Estate, Stoke-on-Trent ST4 2PQ

If returning by post please ensure that the returned parcel is properly sealed. For your protection, we recommend that when returning products back to us you use a recorded delivery service i.e. a service that provides a tracking. We cannot provide credit for packages lost during return shipment if tracking or proof of delivery is unavailable. We do not accept liability for returned goods lost in transit.

Except in instances where the item delivered was in error or was faulty or damaged, the customer is responsible for the expense of returning the goods to us. THIS DOES NOT AFFECT YOUR STATUTORY RIGHTS. If you are returning an item from overseas then please call our Customer Services team for further advice on +44 (0) 1785 652800

Upon receipt of the product(s) in the original condition we will issue a refund within 14 days for the amount charged for the product to the credit card used to place the order.

For all online dispute queries please see http://ec.europa.eu/consumers/odr/