Return Policy

Returns, Refunds & Exchanges

We want you to be happy with your purchase. This policy explains how returns, refunds, exchanges and damaged items are handled.

Pottery items

As our pottery is handmade, each item is individually produced and may have slight variations in shape, colour, texture, glaze and finish. These characteristics are part of the nature and appeal of handmade ceramics and are not necessarily grounds for a return or refund.

If your item arrives damaged, faulty or is materially different from the item described, please contact us as soon as reasonably possible.

Please provide:

1. Your order number

2. A description of the issue

3. Clear photographs of the item

4. Photographs of the external packaging

5. Photographs of the internal packaging, where relevant

This information allows us to investigate the issue and, where appropriate, pursue a claim with the delivery company.

Where an item has been damaged during delivery, we may require photographs or other reasonable evidence before determining the appropriate resolution.

Depending on the circumstances and your statutory rights, we may offer a replacement, repair or refund.

We take reasonable care when packaging our products for dispatch and use appropriate protective packaging for fragile ceramic goods.

Once an item has been dispatched, delivery is carried out by a third-party carrier where applicable.

If an order does not arrive within the expected delivery period, please contact us so that we can investigate the delivery with the relevant carrier.

Delivery estimates are estimates rather than guaranteed delivery dates unless expressly stated otherwise.

We cannot accept responsibility for delays caused by circumstances outside our reasonable control, including carrier delays, severe weather, strikes, operational disruption or other events beyond our control.

Where an item is confirmed as lost in transit, we will take appropriate action in accordance with applicable consumer law and the circumstances of the order.

Customers are responsible for providing accurate delivery information at the time of ordering.

We cannot accept responsibility for delivery problems resulting from an incorrect or incomplete address supplied by the customer.

Where an order is returned to us because an incorrect address was provided, additional postage costs may apply before the order can be re-dispatched, subject to applicable consumer law.

Personalised, customised or bespoke items may not be eligible for cancellation or return where permitted by law, because they have been made specifically to the customer's requirements.

This does not affect your statutory rights where an item is faulty, damaged, not as described or otherwise fails to meet the requirements of applicable consumer legislation.

Where a refund is approved, it will normally be made using the original payment method.

Refunds will be processed within the timeframe required by applicable consumer legislation.

Pottery and ceramics are fragile items and must be handled with appropriate care.

We cannot accept responsibility for damage caused by:

- Accidental drops or impacts

- Incorrect handling

- Misuse or inappropriate use

- Improper cleaning

- Exposure to unsuitable temperatures

- Alterations or repairs carried out by the customer or a third party

- Normal wear and tear

For purchases made online, customers generally have the right to cancel their order within 14 days of receiving the goods, subject to applicable UK consumer legislation.

If you wish to return an item because you have changed your mind, please contact us within 14 days of delivery.

Returned items must be:

- Unused

- In their original condition

- Returned with any original packaging where reasonably possible

- Adequately packaged to prevent damage during return transportation

Customers are responsible for the cost of returning an item where the return is due solely to a change of mind, unless we have agreed otherwise.

To ensure that your items reach us, you may also wish to obtain a Certificate of Posting or use a recorded delivery service as we can, of course, only give refunds or exchanges for goods we actually receive.

If an item is damaged or lost while being returned due to inadequate packaging or the choice of delivery service, we may be unable to provide a refund for the resulting loss to the extent permitted by law.

Clothing Items

If the item is faulty when it arrived or you would like to exchange it for a different size then simply email sales@jcthreads.co.uk. You will then be given an address to return the item in its original condition, ensuring it reaches us within 14 days of purchase. Please include a copy of the invoice and a note of why you're returning the item, and we'll replace it as soon as possible. It is the customer’s responsibility to cover the return postage.

When returning a product, you'll receive a refund to your payment card, minus any postage charges as displayed above. If you wish to exchange a product or a product is faulty, we will replace it at no extra cost.

Returns can only be accepted back if they are received in their original condition. We reserve the right to offer only a partial refund or exchange on items that are damaged or soiled. To ensure that your items reach us, you may also wish to obtain a Certificate of Posting or use a recorded delivery service as we can, of course, only give refunds or exchanges for goods we actually receive.

Our Clothing Suppliers

Gildan is committed to achieving the highest labour practice and working condition standards. We are devoted to maintaining an open dialogue with non-governmental organizations (NGOs), members of the labour movement, and other interested parties.

A key example of our commitment as a socially responsible employer is the successful implementation of our Social Compliance Program for labour practices and working conditions at all our geographical hubs. Our Social Compliance Program was accredited by the Fair Labour Association (FLA) in 2007. Our compliance program is designed to ensure that, at a minimum, all our facilities comply with our strict Code of Conduct, local and international laws, and the codes to which we adhere, including those of Worldwide Responsible Accredited Production (WRAP) and the FLA. When external suppliers are used, they must also adhere to these codes. This is a condition for doing business with Gildan.

Our Social Compliance Program includes the carrying out of a series of internal and third party audits each year to ensure that we deliver on our commitment to our employees, customers and other stakeholders.

AWDis use WRAP (Worldwide Responsible Accredited Production) certified factories.

WRAP's "12 Principles" are based on accepted international workplace standards and regulations which encompass human resources management, health and safety, environmental practices, legal compliance including import/export and customs conformity, security standards and local laws.

WRAP has grown to become a global leader in social compliance. Its comprehensive inspection and certification process has made it the world's largest independent social compliance certification program for the apparel/textile industry.

Public Liability Insurance

We are registered with the National Market Traders Association and have a public liability

insurance of up to £ 10 000 000.