Postage

I subsidise the shipping costs to make them as simple and reasonable as possible.

I package and post your items as soon as I can. As the majority of orders tend to be made on the night my shop update opens it often takes me a day or two to carefully pack them up. If you make an order at any other time of the month my aim is to have your parcel in the post within 24 hours, Mon-Fri. If you have an urgent order (a gift, etc.) then please email me (emma@emmahiltonceramics.co.uk) and I will do what I can to help - I would also recommend picking the special delivery option if you need it ASAP (see below).

You will receive a tracking code in the shipping confirmation email, which you can use on the Royal Mail website to trace your parcel.

Your postage options will be automatically provided at checkout according to your shipping address. These are the options I currently provide:

For the UK (including Isle of Man, Jersey and Guernsey)

You have two options:

For Europe *as defined by Royal Mail, see below

Royal Mail International Tracked - £9.99 per order (aim of 3-5 working days)

*List of countries: Albania, Andorra, Armenia, Austria, Azerbaijan, Belarus, Belgium, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Gibraltar, Greece, Greenland, Hungary, Iceland, Ireland, Italy, Kazakhstan, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Moldova, Monaco, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal, Romania, Russia, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Tajikistan, Turkey, Turkmenistan, Ukraine, Uzbekistan, Vatican City.

I am no longer shipping to Germany as the laws regarding packaging are too time-consuming and expensive considering the number of orders I have - I am really sorry.

For the rest of the world

Royal Mail International Tracked - £19.99 per order (aim of 5-7 working days)

Please note that delivery times stated are only the aim of Royal Mail and are not a guarantee (except for the Special Delivery option), and particularly at busy times of year (such as around Christmas), delivery times may be longer.

Taxes and Duties

Please note that I am not responsible for any taxes, handling fees, or customs charges that may apply to international orders when they arrive in your country and you may need to pay these to receive your item.

Charges vary - if you would like to know what charges are likely to be placed on your order, please contact your local customs office before ordering.

At busy times of year sometimes the customs process can take longer - I cannot be held responsible for these delays.

Packaging

All packaging can be recycled and is plastic-free and vegan.

The packaging is biodegradable and can be put in your compost with the exception of the piece of paper the postage is printed on (due to the printer inks), which can still be recycled. The bigger pieces would be best cut up/shredded if you’re composting them.

Details:

Cardboard boxes - made from 100% recycled materials

Paper tape - made from recycled materials, plastic-free

Filler/wrapping - corrugated card (100% from recycled materials) and honeycomb paper packing (from FSC certified mills)

Tissue paper - made from 99% recycled pulp fibres

Notecard - 100% recycled card from post-consumer EU waste

Stamp ink - water based ink made from plants, non-toxic

Fountain pen inks - made from natural dyes, water based, non-toxic

Postage label - printed on recycled printer paper with standard home printer inks.

Ribbon - bamboo silk from sustainably managed (FSC certified) organic forests which is then manufactured using Oeko-Tex Class 1 Standards - made into ribbons by me.

If you would like to give a vase as a gift, there are a few options and additional products I offer:

  • Handmade Cards - Hand printed onto 270gsm card, which has a lovely watercolour paper texture and is made from 100% recycled materials.

    I currently have two designs of card:

    They can be sent blank for you to add your message, or if you’re sending the parcel straight to the recipient then I can handwrite a message inside for you.

  • Digital Gift Cards - If you’re not sure which vase they would like most, I also offer digital gift cards, ranging from £20 to £100.

    When you purchase a gift card a unique discount code is created. You can choose if the code is sent by email to you or straight to your recipient. The code can then be input into the checkout, which will automatically deduct the value of the card from their order (including shipping). If the whole value of the card is not used, the remaining balance can be used on another order.

    Gift cards do not have an expiry date.

  • Free Gift Notes - I will write your message on a piece of recycled high quality card in fountain pen and include it in your package. Just add your note during the checkout process in section 3, ‘Optional Gift Message’.

All vases are wrapped with honeycomb paper and tied with hand-torn bamboo silk ribbon.

Gifts

Returns Policy

It is really important to me that you are happy with your order. If you have any issues please contact me (emma@emmahiltonceramics.co.uk) and I will do what I can to help.

Please check the descriptions and photos carefully before ordering - each pot is sold individually so what you see is what you will get.

If the piece is faulty:

I will send you a full refund. Please email me (emma@emmahiltonceramics.co.uk) to explain and provide pictures (if it was damaged by shipping please include pictures of the packaging).

If you’ve changed your mind:

I accept return requests within 14 days of receipt. Please email me (emma@emmahiltonceramics.co.uk) and I will provide the return address. You will need to cover the return shipping. Please package the item(s) carefully (ideally in the original packaging). Once I have received the piece(s) I will send the refund.

For custom orders:

If you’re unhappy with your order please get in touch and we’ll work on a solution. The initial 25% deposit is not refundable.