Delivery & Returns Policy
Delivery & Returns
We use a trackable delivery service for all our packages so that we can track them. Our standard delivery times are as follows (if you need it quicker – let us know and we can arrange an express next-day service for you):
1. UK Mainland - Delivery time 3 - 7 working days
2. EU countries - Delivery time 5 - 10 working days.
3. USA and Canada - Delivery time 5 - 14 working days.
If you are not in when they deliver, they will leave a card with details so that you can arrange a redelivery. If this happens and your item is not collected from the couriers depot – or if redelivery is not arranged with the carrier – causing it to be returned to us, we will need to charge you to ship it out again. So…please be very careful to make sure this doesn’t happen! We will not be held liable for any loss caused by late delivery so do let us know if you need it by a certain date. Please contact us at firstname.lastname@example.org soon as possible if your item does not arrive when expected, and we will track it.
Because we make our products in the UK in small batches we cannot guarantee to permanently carry all the items in stock, although we really try our best. If an item is out of stock, we will quickly advise you of an anticipated delivery date and can deliver when available, swap for another item, or refund the order – as you wish.
We have been shipping ceramics and glass all around the world for several years and are good at wrapping for safety! In the unlikely event that your order does arrive damaged or has a fault, please call or email us at email@example.com immediately so that we can arrange an exchange at your convenience. Please do not throw the item away. Keep it in its packaging and inform us of the problem within 7 days of receiving the goods otherwise we cannot be held responsible for damage that has occurred.
Refunds and Exchanges
Although we hope that you are delighted with your order, we understand that sometimes you may wish to return some items. Please contact us at firstname.lastname@example.org within 30 days of receipt. We will gladly offer you an exchange, refund or credit note as long as the goods are intact. Please note we cannot offer a refund by cheque.
Once you have alerted us of your return please wrap the items very securely and use insured registered delivery, keeping the receipt in case of any loss or damage in transit. Snowden Flood cannot accept liability for goods lost or damaged during return to us. All overseas orders will be refunded in British Pounds. Snowden Flood cannot be held responsible for any fluctuations in exchange rates and consequent loss of currency as a result. We would ask our customers to consider this before placing any overseas orders. For an exchange, if the product has not been returned to us in fully saleable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.