Delivery and Returns Policy

ONLINE DELIVERY AND RETURNS POLICY

DELIVERIES

• Deliveries will generally be made between 7am and 6pm Monday to Friday (excluding bank holidays). Deliveries will be made within 3 to 5 working days from receipt of your paid order subject to availability. Your order may be despatched from multiple locations and therefore arrive as separate deliveries.

• Delivery will be made to the address of the registered debit/ credit card holder used to place the order and must be a UK address only.

• We will make contact with you to arrange a delivery time upon receipt of your order either by telephone or email; we will endeavour to deliver at the agreed time however, we cannot guarantee delivery dates and times as these may be affected by circumstances outside our control. We will do our best to contact you if we are forewarned of delays.

• For this reason we are unable to accept responsibility for lost working time and recommend goods are ordered well in advance of any project start dates.

• If we are unable to gain access to the agreed delivery address we will return the goods to our warehouse and make contact with you to re-arrange delivery. Unfortunately in these circumstances we may have to charge you a further delivery fee.

• All goods must be signed for to confirm receipt. If you are unavailable at this time we recommend a responsible adult is available to sign on your behalf.

Mainland Online Delivery Charges:

Paint
1 - 3 Sample Pots	Free of charge
Over 3 Sample Pots, 750ml, 2.5l, 5l Tins	£4.95 per order

The delivery charges for all other products are based on the weight and size of the order placed. As a guide small light bathroom accessories will be delivered by carrier providing the overall weight of the order does not exceed 50kg.

All other products
Wood samples, Tile samples and Furniture colour samples	Free of charge
Bathroom Accessories	£25.00 per order

Delivery Details

• Heavy goods deliveries may require your assistance to offload the delivery. Our delivery team will unpack and assemble (but not install) your furniture if required.

• The delivery crews are not able to attempt delivery where damage to your home may result. Our delivery teams are unable to remove doors and windows.

• We carry the risk of loss or damage to the products until you sign for them upon receipt, we therefore recommend that you inspect the product thoroughly at this time to ensure you are happy that the goods have not been damaged in transit and all items are present. Goods identified as damaged on delivery will be taken away at that point.

• Any subsequent problems that are not immediately identifiable upon delivery must be reported to us within 7 working days of receipt of the order, please contact 01295 814315. If Products are considered by you to be faulty or defective after the 7 day period has expired please contact us for consideration of your query.

RETURNS AND REFUND POLICY

We hope you are fully satisfied with your Fired Earth product(s) however in the unlikely event that the product(s) is unsuitable or that you are not fully satisfied please contact us within 7 days of receipt of the goods on 01295 814315 to inform us of your intentions. We ask that you take reasonable care of the product(s) while they are in your possession and that, wherever possible, you return the goods either in or with the original packaging.

Following your notification of your intent to return product(s) we will make contact with you to make arrangements for the return of the item(s). Collections of heavy goods will be made by our Home Delivery Service by prior arrangement. If the goods are not returned as arranged it may be necessary for us to charge you the direct costs of recovery.

For hygiene reasons we ask that you exercise reasonable care and do not remove tamper seals when inspecting products.

You will be refunded for all goods returned and we will refund you the delivery charge in the unlikely event that all items in your order are unsatisfactory.

Refunds will be processed within 30 days of you notifying us of your intention to return product and will be made in the same method as payment.