Shipping and Returns Policy
Thank you for supporting Enchanted Creations. Every piece is handcrafted with love in our Holmfirth studio. Because our items are unique and fragile, we have established the following policies to ensure your "Handmade Magic" arrives safely.
1. Shipping and Delivery
- Processing Time: Most orders are dispatched within 2-4 business days. For custom commissions, please refer to the specific timeline provided at the time of your order.
- Uk Shipping: We primarily used tracked courier services (Royal Mail and DHL) to ensure your items are monitored from our studio to your door
- Secure Packaging: We take extreme care in our packaging process, often using a "double-box" method and eco-friendly, biodegradable materials to protect your ceramics from the rigours of transit.
2. Handmade Variations
As every item is handmade, please expect slight variations in glaze, colour, and shape. These are not considered flaws but are a testament to the unique, artisanal nature of your piece.
3. Returns and Exchanges
We want you to be enchanted with your purchase. In accordance with UK distance selling regulations:
- Cancellation period: You have 14 days from when you receive your order to notify us of your intent to return it.
- Return Period: Once you have notified us, you have a further 14 days to send the item back.
- Condition: Their items must be returned unused and in their original, saleable condition and packaging.
- Return Shipping: The buyer is responsible for the return postage costs. We highly recommend using a tracked service, as we cannot issue a refund for items lost or broken during their return journey.
4. Damaged Items
Despite our best efforts, ceramics can occasionally break in the mail.
- What to do: If your item arrives damaged, please contact us at enchantedcreationsholmfirth@gmail.com within 48 hours of delivery.
- Required info: Please include your order number and clear photos of the damaged item AND the packaging
- Resolution: We will offer you a replacement (if available) or full refund immediately upon verification of damage.
5. Non-Returnable Items
Due to their nature, custom-made or personalised commissions can not be returned or exchanged unless they arrive faulty or damaged.