Delivery & Returns
Fast UK Delivery
Choose from a range of priority delivery options, or spend over £60 for free Standard Delivery to Mainland UK*
Easy Returns
For your peace of mind, we offer a robust, no quibble returns policy. Contact our friendly team for advice
Worldwide Delivery
We ship internationally, with guaranteed prices at checkout. Choose multiple languages & 100+ currencies
Breakage Cover
Choose low cost Breakage Cover at checkout for speedy replacement. Handy for small businesses & studios
Mainland UK* Delivery
*Our courier excludes some remote Scottish regions from Mainland UK.
See Highlands, Islands & Northern Ireland Delivery below for more details.
Standard Delivery
3-5 Working Days
FREE - Orders over £60
£5.95 - Orders under £60
Priority Delivery
1-2 Working Days (if ordered before 1pm)
£6.95- Available on orders under 200kg
Next Day & Saturday Delivery
Order before 1pm on working days
£9.95 - Available on orders under 200kg
Click & Collect
Ready in 24 hours
FREE - Collect your order from our warehouse, located just outside of Bristol.
See our Contact Us page for address and opening hours before collecting.
Prices shown are inclusive of VAT.
Priority orders placed before 1pm will normally be sent out the same working day.
Please ensure that when prompted you update your delivery preferences, as failed deliveries or deliveries that end up at a local collection point will remain there for 7 days unless collected. If your order goes uncollected after 7 days, it will be returned to us. If you then require this to be re-delivered, you will be charged accordingly.
Requests to leave in a Safe Place: Want your order left in a 'safe place' by the delivery driver? Add this in 'Special Instructions' at checkout. Do note that this is done at your own risk, as we cannot claim for loss or theft of items left unattended on your instruction.
Orders will be delivered between 8.00am and 8.00pm. During busy periods, priority delivery services may not be available to ensure orders are fulfilled on time.
UK Highlands, Islands & Northern Ireland Delivery
Standard Delivery
Up to 7 working days
£5.95 - Orders under 2kg
£9.95 - Orders under 50kg
£85 - Orders over 100kg
*Orders between 30-100kg are charged according to weight.
Priority Delivery
2-3 Working Days
£14.95 - Orders under 2kg
£14.95 - Orders under 100kg
*Priority delivery is not available on orders over 100kg.
Prices shown are inclusive of VAT.
UK Highlands, Islands & Northern Ireland delivery on orders over 30kg will be charged according to weight.
Priority orders before 1pm will normally be sent out the same working day.
Postcodes included in this delivery area: AB31-AB38, AB41-AB56, BT, FK17-FK21, GG, GY, HS1-HS9, IM, IV1-IV63, JE, KA27, KA28, KW0-KW17, PA20-PA78, PH15-PH50, PO30-PO41, TR21-TR25, ZE1-ZE3.
Some remote areas are unable to recieve priority delivery as our courier cannot guarantee the service. This includes the following UK postcodes: HS1-HS9, KW0-KW17 and ZE1-ZE3.
Hot Clay reserves the right to charge a surcharge for delivery to remote destinations
International Shipping
Pay In Your Currency
Choose over 100 different currencies
and payment types.
Pre-Paid Duty & Tax
All fees are paid at the checkout for fast,
easy delivery (and no hidden costs)
International Shipping Information
Do I need to pay tax or duty fees?
All taxes and duties are either included in the product price or calculated at checkout.
Deliveries to most countries are shipped DDP (Delivery Duty Paid), which means there is nothing for you to pay upon delivery. Customers in select countries will be offered the option to pay DDU (Delivery Duty Unpaid), but this service does not guarantee the tax or duty fees after checkout.
How fast is your international shipping?
You'll be provided with a delivery timeframe during checkout, based on your destination and available shipping methods.
All items are normally shipped within 1 business day and generally arrive within 3-14 business days, depending on the chosen service.
Please note: We'll always do our best to deliver your order on time, but the timeframes are estimates only and are not guaranteed.
How can I track my order and find my invoice?
When your order has left our warehouse, you will receive a shipping confirmation email with a link to the tracking information. Alternatively, you can visit our tracking portal and enter your order ID and email address. When your order has left our warehouse, you will receive a shipping confirmation email with your invoice attached.
Can I purchase a Gift e-Voucher?
Our Gift e-Vouchers can be purchased through our website by international customers. However, they cannot currently be redeemed online. If you have a Gift e-Voucher you’d like to use, please contact our team at info@hot-clay.co.uk and we’ll be happy to help.
We have partnered with Global-e, a third party acting as your seller-on-record, so that you can buy from over 100 countries worldwide. During browsing and checkout you will see the product prices and shipping charges in your local currency. When you buy our products via Global-e, you will see that your payment method is charged by Global-e// Hot Clay. The purchase is subject to Global-e’s Terms and Conditions and Privacy Policy (which will be clearly presented in checkout before you place the order).
Returns & Breakage Cover
Returns Policy
We hope you will be pleased with your purchase from Hot Clay, but if you are in any way dissatisfied with the goods you receive from us then you should contact our Customer Services team immediately on 01934 863040, and we will be pleased to assist you.
For your complete peace of mind, we offer a robust, no quibble returns policy. If you change your mind, for any reason, simply return the item to us within 14 days of receipt for a full refund.
Please contact us before returning any items.
Items returned under our 14 day ‘change of mind’ policy must be unused and in perfect, re-sellable condition; products must be boxed with all original packaging. Returned goods can be sent via our collection service and you will be responsible for the cost of the return. Alternatively, you can arrange your own delivery of the return but you will be responsible for any damage or loss. Goods cannot be returned to us outside of 14 days unless they are faulty or our item description is incorrect.
In the rare case where the goods are faulty or our item description on our website is incorrect or the goods do not conform to our Terms & Conditions, return the item to us within 30 days of receipt for a replacement or a full refund and we’ll also refund the cost of the return postage. Please contact us before returning any items as we have returns labels which we can send you.
Goods that are declared faulty within 30 days, we will (once we have tested the product ourselves):
> Provide you with a replacement.
> Provide you with a refund / Hot Clay credit.
Any items returned must be boxed with all original packaging and should be sent by registered post or carrier. Goods with their own guarantee will be covered for the period of the guarantee.
If you need to cancel an order for a high-value product that we do not hold as stock (e.g. a pottery kiln), a cancellation fee could be charged by the manufacturer as the item may have been made to order. The cost of cancellation would vary dependent on how far your order has progressed. All costs from our supplier and further potential admin fees from ourselves will be deducted from the refund/credit owed to you.
Breakage Cover
We experience very few breakages, and we'll always replace items broken in transit. Our Breakage Cover ensures that your broken item is replaced or compensated within 1-2 working days.
When you select Breakage Cover, we guarantee that any UK breakage in transit will be replaced or compensated for as quickly and smoothly as possible.
If Breakage Cover has not been chosen, we may request that the damaged goods are returned to us for inspection before any compensation or replacement can be issued. Returned goods should be sent by registered post or courier.
In all cases:
> Goods can only be returned by prior arrangement.
> Breakage in transit must be reported within three days of receiving the goods.
> For broken, faulty or incorrect items, we will cover the cost of return postage where we have requested the return.
> Please do not sign for a parcel if you feel the contents of the box could be damaged.
> We may need to request evidence of the damage reported, so please take a photograph of the broken items and the original packaging.
