Return & Refund Policy
We fully comply with The Consumer Protection (Distance Selling) Regulations 2000. In fact we strive to go further, offering a no quibble returns policy enabling you to return any item within 14 days of receipt for whatever reason, so you can buy with absolute confidence.
To put it simply; if you have a problem with your order, get in touch and we will sort it out for you.
We have an excellent record when it comes to getting orders to you in the condition they leave our warehouse. In fact we have less than a 1 in 2000 breakage rate. Equally, we carry out regular quality checks on our stock; at the point of receipt; cleaning; picking and packaging. So we are very confident about the quality of items we send out and it is never our intention to send out damaged goods, which includes chips, nicks, cracks and crazing.
That said we are in the business of second hand china, so occasionally something will slip through the cracks (pun intended!) If you happen to be one of the unlucky ones, then simply get in touch as soon after receipt as possible and we will put things right for you. Please do not return the items before getting in touch, so that we can guide you through the best process.
If you have not received your order by the estimated delivery date, please be patient and allow an extra 2 to 3 days. Sometimes, parcels just get held up due to delays at your local depot or the forwarding hub and in our experience, most delays resolve themselves.
If you have still not received your parcel 2 to 3 days later, check any tracking information you have received. If the parcel seems to be moving through the network, it will likely be with you any day. If it appears to be stuck at a specific location, let us know so that we can investigate this for you. If it is an International order we also recommend checking your messages including your spam folder, in case the courier or customs are waiting for information or payment from you.
If you do not have tracking information or are still concerned about your missing parcel please get in touch and we will raise a support ticket with the courier.
If we are unable to reunite you with your order by 14 days from dispatch (UK) / 30 days from dispatch (International), and have no assurance from the courier that the parcel will arrive shortly we will either refund you in full or dispatch a replacement order.
NB. In the event that an International order is returned to us due to non-payment of Customs/Handling charges, both outgoing and incoming shipping charges will be deducted from the refund.
All Other Matters & No Quibble Return Policy
If you are unhappy with your order or even if you are happy with it but wish to return all or part of it for any reason, you may do so within 14 days of receipt. Simply get in touch with us so that we may guide you through the best process. If the return reason is due to our error we will refund you the original order including shipping and the return shipping if it is necessary to return the goods. If the return reason is outside of our responsibility we will not bare the cost of the return shipping.