Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
We aim to dispatch items within 1–3 days, and we always strive to deliver them to you as promptly as possible. Our primary courier is Royal Mail, and shipping within the UK typically takes 2–3 working days.
We regret that we cannot accept liability for any loss or inconvenience resulting from failure to deliver within the estimated time frame.
If you require expedited shipping or have any special requests, please feel free to contact us at fabodeceramics@gmail.com. We would be happy to discuss further possibilities to accommodate your needs.
Please note that at this time, we only ship within the UK.
If you need to change your shipping address, here’s what you can do:
IF YOU NOTICE IMMEDIATELY AFTER PLACING YOUR ORDER THAT THE SHIPPING ADDRESS IS INCORRECT, PLEASE EMAIL US AT
fabodeceramics@gmail.com right away. We typically dispatch items within one day, so there might be a chance to change the delivery address if we catch it in time.
However, if you realise the error later, there’s a high likelihood that your order has already been shipped and is out of our hands.
For future orders, please double-check your shipping address during checkout to ensure accuracy. If you have any questions or concerns about your order, don’t hesitate to contact us at fabodeceramics@gmail.com.
Once your order is dispatched, you will receive an email notification containing your tracking number from the courier, typically Royal Mail. The notification email will include a link that allows you to track your order.
We do not keep any credit card information on file. Your financial security is important to us, so we ensure that all payment transactions are processed securely without storing your card details. Each time you make a purchase, you’ll need to enter your payment information anew. This practice helps maintain the highest level of security for your financial data.
I’m afraid we currently do not ship outside of the UK.
At this time, we only ship within the UK. We apologize for any inconvenience this may cause. If you have any questions about our shipping policies or need assistance with an order within the UK, please don’t hesitate to contact us.
We aim to pack your items in a single box. However, in the case of large items or when additional small items are ordered, a split shipment may occur. Should this happen, we will promptly notify you and provide the tracking information for each package.
If you need to swap an item
Returns and Exchanges
If you’d like to return your order, kindly contact us via email at fabodeceramics@gmail.com within 14 days of receiving your order to initiate the return process.
Please note the following guidelines for returns:
- Only unused products in their original condition and packaging are eligible for a refund.
- The refunded amount will exclude any shipping charges applied to your order. Additionally, fees incurred for the return process will not be refunded.
Regarding Made-to-Order Products:
- Our made-to-order items are custom-created specifically for you and are not typically kept in stock.
As a result, these items are non-returnable.
Kindly reach out to us via email at fabodeceramics@gmail.com, and we will find a solution for you.
If your items have arrived damaged, kindly reach out to us at fabodeceramics@gmail.com.
Please provide a description of the damage along with a photo showing the damage incurred during shipping. It’s important to note that all items in our webshop are handmade and unique. Therefore, there is a possibility that the damaged item cannot be replaced with the exact same product. However, if you find another product similar to the damaged item in our webshop, and are willing to proceed with a replacement, we will arrange to ship it to you. If a suitable replacement is not available, we will proceed to refund the item.
Please send your returns to 11 New Lairdship Yards, Edinburgh, EH11 3UY
To receive customer support, please get in touch with us via email at fabodeceramics@gmail.com. We aim to respond to all inquiries within 24 hours. Our team is dedicated to providing you with the best possible assistance for any questions, concerns, or issues you may have regarding our products or services.
Once an order has been submitted, we make every effort to process it quickly. However, we understand that circumstances can change. Here’s what you can do:
1. For order changes or cancellations, please contact us immediately at fabodeceramics@gmail.com.
2. If your order hasn’t been dispatched yet, we’ll do our best to accommodate your request.
3. However, if your order has already been processed or shipped, we may not be able to make changes or cancel it.
4. In case we can’t cancel a shipped order, you may need to return the item once received, subject to our return policy.
We recommend reviewing your order carefully before submitting to avoid any need for changes. If you have any questions or concerns, please don’t hesitate to reach out to us.
As each item is crafted uniquely, creating an exact replica of a purchased item may not be possible. However, there may be a very similar item made for order.
The production of our handmade items involves varying production times, which can be discussed further. For preordered items, the fulfillment time is typically based on the specific item, with an estimated timeframe of 3-4 weeks.
Should you wish to explore preordering a specific item or discuss production times, please feel free to reach out to us directly. We are committed to providing you with the best possible experience and look forward to assisting you with your inquiry.
Please get in touch to discuss our terms and conditions for hiring.