Order Questions

We go to great lengths to ensure that we provide first class customer service. UNLIMITED CUSTOMER SUPPORT. Feel free to contact us anytime and as often as you like – even with those questions that you might feel are the silliest! Just call us on 01934 863040, we really are here to help. 

Prefer to e-mail us? Use our enquiry form and we will get back to you within one working day.

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. 

Most Frequently Asked Questions:

  • Can I add to an order I've placed?

    You can add to your order within 1 hour of placing it, after that time the order will be processed and you must place a new order.

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  • How much will it cost and how long will it take to deliver my order?

    For full information on delivery costs, click here.

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  • How can I pay for my order?

    The quickest and easiest way to pay for your order is by debit or credit card, or via PayPal.  We also offer bank transfer as a payment option at the checkout, although it is worth noting that we cannot dispatch goods until cleared funds are received, and some bank charges may apply to transfers from non-UK accounts.  If you are a school or college and have an account with us, then you can enter a Purchase Order number at checkout, and an invoice will be sent out at the same time as the goods, payable within 30 days (please contact us if you with to set up an education account with us).

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  • Who will deliver my order and can I track it?

    Standard delivery orders under 2kg delivered to the UK are sent by Royal Mail and cannot be tracked.  Orders over this weight are sent by courier, are usually trackable and will require a signature, otherwise you can select Priority Tracked at checkout for most orders.  For more information on our delivery, click here.

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  • What happens if I am not at home when my order arrives?

    In most circumstances a card will be left if you are not in. The driver may leave the parcel with a neighbour or take it to the depot to attempt re-delivery the following day. Pallets and certain kilns are sent by special courier and the driver will ring you prior to delivery. If you are not in, then a card will be left and the item kept at the depot to attempt redelivery. For more information on delivery, click here.

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  • Do I have to pay VAT on my order?

    Value Added Tax is charged at the UK standard rate on all items delivered to a UK address. Customers in the UK and EU will only be exempt from VAT if a company VAT number and trading address is supplied to us in advance of your order (we can then adjust your account so that prices will show excluding VAT as you shop). Sales outside the EU are exempt from VAT but import tax may be charged by the local Customs office. All books are zero rated for VAT.

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  • Can I collect my order in person and can you give me directions?

    Yes, you are welcome to pick up your order in person, just select ‘Click and Collect’ as the delivery method at checkout. This is a free service. Click here for directions and opening hours.

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  • What are your shop opening times?

    Click here for opening times and directions.

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  • How can I subscribe to receive Hot Clay emails about forthcoming promotions?

    Subscribing to our email list is the best way to hear about our promotions, discounts and new products, and we promise not to clog up your inbox!  Just complete the 'Join Us' form at the very bottom of this page.

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  • When are you open?

    You can place orders on the website at any time. Our office hours are 8.30 to 4.30 Monday to Friday. Please note that our office is closed during weekends, English Bank Holidays and the Christmas period.

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  • I have a personalised discount with Warm Glass, can I use it with Hot Clay?

    Hot Clay has a different pricing structure and so we can't apply Warm Glass personalised discounts. On the plus side our prices are very competitive as are our delivery charges. We also offer Multibuy Discounts and have regular Special Offers.

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  • Where is your Click and Collect?

    If you live nearby, you can select 'Click and Collect' at checkout and pick up your order from our warehouse near Bristol Airport.  We are open between 8.30am and 4.30pm, Monday to Friday (excluding Bank Holidays). The address to collect from is:

    Hot Clay
    5 Havyat Park
    Havyat Road
    Wrington
    BS40 5PA
    Tel: 01934 863040

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Can’t find the answer above and need to speak to us? Call 01934 863040 or email [email protected]. We always aim to respond within one working day.