At The Potters Hideaway, every ceramic piece is lovingly handcrafted in my garden cabin — meaning no two items are ever quite the same. I hope your chosen treasure brings joy, but if something’s not quite right, here’s how we handle returns and refunds.

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If You’ve Changed Your Mind

If your piece arrives and it’s not what you expected, you may return it within 7 days of delivery. Just let me know by emailing thepottershideaway@gmail.com with your order details.

• Items must be unused and in their original condition.

• You’ll need to cover the return postage.

• Once I receive the item safely back, I’ll issue a refund to your original payment method.

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Damaged or Faulty Items

I pack each parcel with care (and a bit of bubble wrap magic), but if your item arrives damaged or faulty:

• Please email me within 48 hours of delivery with a photo of the damage.

• I’ll offer a replacement (if possible), or a full refund - whichever suits you best.

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Custom Orders

Because custom pieces are made just for you, they’re non-refundable unless they arrive damaged or faulty. 

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How to Return

1. Email thepottershideaway@gmail.com with your order number and reason for return.

2. I’ll reply with the return address and any instructions.

3. Carefully package your item (ideally in its original packaging).

4. Send it back using a tracked service — just in case it decides to go on a countryside detour.

 

Refund Timing

Once I receive your return, I’ll process your refund within 5 working days. You’ll get a confirmation email when it’s done.

 

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A Note from the Studio

I’m a one-woman pottery show, so every return is handled personally. If you ever have questions, concerns, or just want to chat about clay, I’m always happy to hear from you.