DELIVERY & RETURNS
My priority is to make sure the package is as protective as possible for your order to arrive safely. I aim to avoid single-use plastic and new packaging as much as possible, preferring to reuse and recycle materials such as boxes and bubble-wrap as much as possible. I have recently invested in eco-cardboard bubble wrap as a new way to wrap my work, which will be alongside acid-free tissue paper and compostible or recycled packing-chips.
If the item is a gift and you would like it to be sent gift-wrapped, please do leave an ‘order note’ at the checkout. If there is space to do so, I try to giftbox as many items as I can.
Delivery costs will be added to the order at the checkout. If you have ordered multiple items they will be grouped together and you will only be charged one delivery price.
I aim to despatch the items to you as soon as possible but please note the order may take up to a week to arrive with you in the UK and longer if it is an international delivery.
If you need the item to arrive for a specific date, please do let me know, in advance by email, or by adding an ‘order note’ at the checkout.
I use UK based courier services or Royal Mail for delivery, depending on the type and size of item ordered. For gallery orders I use a courier service
Covid-19 – In the current situation, delivery may take a little longer than usual to arrive with you, and may be social distanced delivery. This is in accordance with Royal Mail, so do look up their website for more information www.royalmail.com.
Where the item is to go to Europe, USA or other non-UK destination, extra delivery costs will be involved to cover this service. These should be made clear in the webshop when you order, but do message me if you need clarification.
International delivery times may be longer than in the UK. If you need something by a specific date please do let us know.
Please note that customers are responsible for any import charges/duties that may be incurred and must comply with any local regulations.
SHIPPING TO THE EU
Unfortunately as the UK has now left the EU, shipping to your destination country will have changed.
We are awaiting further information from the UK government on what exactly that means for us at FRITH and for our customers.
With the changes in shipping procedures, you may be subject to import duties, taxes and handling fees on your order when it arrives to your destination country. If this applies, you will be contacted by the shipping company with further information.
As a small studio we are unable to cover these costs ourselves. We are unable to undervalue items on customs declarations or mark them as gifts if they are too large.
If an order is to be returned to us, please mark your parcel as "Returned Goods" clearly on the outer packaging. You'll also need to include a commercial invoice showing it's a return (we can provide this to you if required), to avoid any additional customs fees or delays.
If charges are refused, we are then liable to pay these costs ourselves as well as shipping back to us. These costs would need to be deducted from any refund you may be eligible for.
REFUNDS AND RETURNS
All the items listed on the website are handmade and will have unique characteristics reflect the nature of the making process. I take all reasonable care to ensure that the details, descriptions and images of products appearing on the website are accurate. I want you to be happy with your order, but if you are not completely satisfied, please do contact me to discuss the issue. If a solutions cannot be reached, we can discuss a replacement item or return.
If the item is damaged in transit, please get in touch as soon as possible. Where damage is caused during delivery, I will endeavour to replace the item (if a suitable replacement is available), or your payment will be refunded.
If you need to return an item, you will be responsible for paying your return shipping costs. If you are shipping an item over £50.00 in value you should consider purchasing postage/shipping insurance cover. But please get in touch with me in the first instance to discuss options.
If you have any questions, please get in touch via firstname.lastname@example.org