Terms & Conditions

Terms & Conditions 

Contract

By making a purchase through this website, customers agree to the following Terms and Conditions of Sale. Receipt of an order will imply that the customer has read and fully understands these terms and conditions.

The payment must be received for the products you order before your order can be accepted. Once the payment has been received by us we will confirm that your order has been accepted by sending an email to you at the address you have provided in your order form. Our acceptance of your order brings into existence a legally binding contract between us.

Products

As a result of a handcraft each and every single product has a unique quality. The handmade ceramics will have slightly variations either caused by making or during the firing process. Every effort is made to ensure colours appeared as realistic as possible, however, this sometimes depends on different web browsers, we cannot guarantee exact colour. Length measurements are approximate and vary according to the size of the item, please remember that handmade craft is not mass-produced and therefore slightly variations in design and colour will occur, this is part of the uniqueness of handmade item and should not be viewed as a fault.

Personalised items are non-refundable unless faulty. 

Non-personalised items must be returned within 14 days of delivery, must not be used and not damaged for a full refund. 

The returning product cost is the responsibility of the customer. 

For any further questions, please contact through our email, info@luminousmuseceramics.co.uk or by writing to us at 24 - 26 Avenue Mews, Muswell Hill, London, N10 3NP or by phone +7764844358 

Commissions / Bespoke

Production time is usually 4-6 weeks and begins with the receipt of 50% down payment. Production time may increase up to 10-12 weeks during the busy holiday months.

For custom commissions it is required 50% payment of the total project up front at the time of acceptance and the remaining 50% upon completion of the work.

Cancelling Commissioned Items

 

Once a commissioned piece is ordered and deposit of 50% or full amount has been paid it usually can not be cancelled, unless specifically by agreement with us. Once we have started a commissioned piece, it is unlikely that a cancellation will be possible. However, if you email us as soon as possible after placing the order, we’ll do our very best to accommodate you. We are unable to offer refunds for completed commissioned/bespoke personalised pieces or made to order to your specific requirements.

Prices

The prices payable for products that you order are set out in the website and are in pounds Sterling (British Pounds/GBP). Each product purchased is sold subject to its product description. 

Delivery charges will be required and it may not be possible for us to deliver to some locations.

Overseas orders may be subject to import duties and taxes, which are charged once a shipment reaches its destination country. We have no control over additional customs charges and as such these charges are to be paid by the customer.

Placing and Securing an Order

Protecting you on line order information is very important. The preferred method of payment is by PayPal using card or a debit carder a bank transfer (on request only), this assures you of security and confidentiality. Using this system we have no access to your credit card information, we simply receive a notification that the amount has been debited or not.

If an item(s) is in stock it will generally ship the day after we receive the order. Once your credit card is authorised, you will receive a confirmation email from us regarding your order and time frame for delivery.

Any special delivery conditions requested by the buyer should be given in writing at the time of your order placement and will be considered, if necessary charges may change accordingly. 

We try always keep a range of our work in stock at all times and be able to deliver within 3-7 working days. During busy periods we may require longer delivery periods or may have to make your item to order, so please do bear this in mind if you are ordering a gift for a specific  time or special occasion. If you need something by a given date and are unable to communicate this via our website please do contact us and we will do our best to accommodate your requests. Remember if we don’t know that you need an item by certain date, we cannot be held responsible if the item does not arrive in time for that date, so always best to let us know.

If an item is not in stock, delivery is up to 4 to 6 weeks, depending of quantity, subject to confirmation.

When you place an order through the website, we’ll need your name, address, e-mail address. You may pay through PayPal, Credit Cards or request permission to make a bank transfer. When your request has been processed we’ll notify you of receipt of your order and you’ll be able to check that all the details are correct. When your order is ready you’ll receive a despatch email to let you know that it’s on its way.

It’s useful for us to have a contact telephone number for you so that we can reach you if there’s a problem with your order, or if your order requires a delivery quote. This information may be given to our couriers in case they need to contact you about the delivery of your order, but will otherwise be kept in strictest confidence. We value your privacy – for more information about it please read our privacy policy. 

 

 

 

 

Payment

Payment for all orders is at point of sale and not at point of dispatch. 

Payment must be made using our online payment facility – PayPal, Credit Cards or bank transfer.

The total cost of your order is the price of the products ordered, unless clearly marked otherwise. By entering card details onto our system you confirm that the credit or debit card being used is yours. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not for any reason, authorise payment to us, we will not be liable for any delay or non-delivery. We will, however, attempt to contact you using the details you provide to let you know that your payment method has been declined and to offer you an alternative. If we cannot contact you using the contact details you provide, we reserve the right to cancel the order anyway.

We reserve the right to reject any offer of purchase by anyone at any time.

Customer Details 

Please ensure that your delivery address is correct. We can not be held responsible for any delivery problems that may result due to incorrect address details. All of our deliveries require a signature on delivery. If you indicate that a package can be left at your home or with a neighbour, this is at your own risk. Some couriers do not like to leave parcels unless signed for by the customer, so we can not guarantee delivery if you are unable to receive the parcel yourself. Should this situation arise, you are responsible for contacting the courier to arrange re-delivery at a more suitable time.

Privacy Policy

 

We are a UK-based website, working in accordance with the UK Data Protection Act 1998. We use SSL encryption technology, which is a secure system that protects your information when you enter potentially sensitive details on the site.

We collect data about you when you place an order, join our mailing list or contact us. You’ll always be able to unsubscribe from any mailing list. We take your personal privacy very seriously and will not sell, distribute or disclose information about you unless approved by you or unless we are required to do so by law.

When you place your order you’ll be asked if you would like your details to be added to our mailing list. We run this as an ‘opt-in’ rather than ‘opt-out’ system as we respect your privacy. If you opt to join our mailing list we’ll only use your details for ordering/delivery purposes and to tell you about our news, special offers, new products, or changes to our site. You can unsubscribe at any time.

We provide links to other sites that may not have the same strict privacy policy as ours and cannot accept responsibility for other sites once customers have left our site.

We will of course take all reasonable care, in so far as it’s in our power to do so, to keep your personal details, the details of your order and payment secure, but we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from our website unless this occurred through negligence on our part.

Delivery and Returns

Delivery Charges and Times: UK mainland delivery costs are listed at the check out point of sale. We will try very hard to meet the delivery times quoted on our site but please bear in mind that these are estimates, and postal services aren’t always as reliable as we would like them to be! 

At times of public holidays, e.g Christmas, delivery may take a little longer. Last dates for delivery in time for Christmas will be posted in the website – please note that they will be several days before the Royal Mail last posting dates to allow us time to process your order and prepare it for dispatch.

We use Royal Mail Signed for on order which weigh below 2 KG. On orders over that, we will use a 48 hour courier service which will also have to be signed for.

Last orders for commissioned items to be ready in time for Christmas will be dependent on the item, but please approach us as early as possible to avoid disappointment. 

Waste management is very important to our company and we use as much environmentally-friendly packaging as possible and recycle boxes whenever we can, we will always make every effort to ensure that the packaging is suitable to protect the product very well whilst in transit to be delivered to you.

If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.

If, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.

A product which is goods will be your responsibility from the time we deliver the product to the address you gave us or you collect it from us.

You own a product which is goods once we have received payment in full.

We may need certain information from you so that we can supply the products to you, for example, your name, delivery address and payment details. If so, this will have been stated in the description of the products on our website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

Please note that your order may be subject to import duties and taxes over which we have no control as they are levied by your tax and customs office. As the customer and importer of the goods, you will be responsible for these charges. Import duties or tax costs will be invoiced to you directly from the appointed forwarder. We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion. We are not responsible for any delays on goods that have been held back as a result of procedures carried out by your local customs authorities.

We have had very smooth International shipments since we started International sales. We perceive that the trusty delivery service will continue to keep us and our customers well served. However, we know that sometimes, there is a chance that parcels get held up by customs, so please do keep this in mind when ordering which may affect the delivery time we have stated on our website. 

Returns and Refunds

We hope that you’ll be very happy with your purchases from us, but we understand that occasionally you may wish to return an item and seek a refund.

You have legal right to change your mind under the Consumer Contract Regulations 2013.

Please note that customised or bespoke items are non-refundable and can not be returned once the product has been made and a full payment received.

If this is the case you need to let us know in writing no later than 14 working days after the date on which you received the products.

Please contact us with your contact details, your order details and let us know why you are returning an item so that we can put things right for you. You’ll then be sent a return address and details of how to proceed.

Please return your item(s) in good condition, ideally with original packaging within 14 working days from the date you received the item(s). The refund includes the original basic delivery charge and returns are made at your own expense unless the item is faulty. 

If you’re returning a product because it is faulty or because it was damaged in transit we will pay the return delivery costs. In this instance, it is vital that you keep hold of the product and the original packaging, as we will require these for insurance purposes and to make a claim with the courier service who damaged the item. Please contact us to let us know that you plan to return the item.

If you return goods to us, please use an insured method of dispatch and obtain proof of posting. We cannot accept liability for returned goods being lost or damaged in transit and will require proof of posting in order to process any refund. We will process your refund within 14 days from receipt of the faulty item.

We recommend you use signed-for delivery service with proof of postage.