Terms and conditions of sale
Online Ordering
Payment
Payment for all orders is at point of sale and not at point of despatch. Payment is made using our online payment facility and you can pay by credit / debit card or you can use PayPal. We can also take payments by Bank Transfer, please email or telephone before ordering online.
By entering card details onto our system you confirm that the credit or debit card being used is yours. All credit / debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery. We reserve the right to reject any offer of purchase by anyone at any time.
Stock
Estimated delivery times are given for each product, on each product page. Please check these carefully. We work very hard to meet the delivery times quoted on our site and aim to be as quick as possible, especially if something is needed for a gift. Please bear in mind that delivery times are estimates.
If you need something by a given date please contact us via email or telephone and we will do our best to help you.
Unfortunately we cannot fulfil any obligations
· if the product you ordered becomes out of stock
· if we are unable to fulfil your order due to circumstances beyond reasonable control
· if we are unable to obtain authorisation for your payment
· or if we identify a pricing or product description error
Delivery & Shipping
All UK orders are delivered using Royal Mails first class service. On dispatch you will receive confirmation email. We aim to deliver UK orders within 2-5 days.
International shipping is made via Royal Mail International Signed For. For International orders you may be liable to pay customs import tax. Every country has different regulations, so please check before ordering. Virginia Graham will not be held responsible for unexpected customs charges.
If you are outside of the UK and you’re interested in ordering something that does not have an international shipping option on the product page you won’t be able to proceed with a purchase. This may be because it requires a bespoke shipping quote. Please get in touch by email with your full delivery address and we will arrange this for you.
Please ensure that the delivery address is accurate to guarantee successful delivery.
Returns
If you change your mind you’re entitled to cancel your order, provided you do so no longer than 7 days after the day on which you receive the products. You’ll be given a full refund, including the initial postage charge. Please note that this does NOT apply to bespoke or commissioned pieces.
Please email us with your contact details and your order details and let us know why you are returning an item before sending that item back to us.
Please return your item in good condition, within 7 working days from the date you received the products. The refund includes the original delivery charge but please note that we’re unable to offer free returns.
If your item arrives damaged please let us know within 48hrs of arrival by sending a photo of the item and packaging by email. If you’re returning a product because it is faulty we will pay the return delivery costs.
If you return goods to us, please use an insured method of despatch and obtain proof of posting. We can’t accept liability for returned goods being lost or damaged in transit.
Product Pricing and Descriptions
All prices are in pounds sterling. Each product purchased is sold subject to its Product Description, but please remember that handmade ceramics are not mass-produced and therefore slight variations in design/ colour/ size are always possible.
Commissions
If you are interested commissioning one of Virginia Grahams designs in a different colour / pattern / size etc., or you would like something entirely bespoke please get in touch.
Once a commissioned piece is ordered, a deposit or full payment may be required before work can begin. You will be kept fully informed of progress and expected delivery times. Please note that your cancellation rights are affected once a commission is started. We are also unable to offer refunds for completed commissioned/bespoke pieces.