We have seen a rise in the number of returns lately. This is a bit of a nightmare for all internet retailers; it costs us money and takes a long time to sort out and process PLUS it can cost you, our beloved customers, money too.

Banks Pottery abide by the 'long distance selling regulations’ and so are obliged to take back goods or replace etc. as necessary.

Returns seem to happen because customers have not read the specifications posted well enough and so will often say: “These are not the same size as the ones we already have” or, “I thought these items were bigger/smaller”

We try to put as many dimensions on each products as possible and, if there’s something amiss let us know and we would gladly supply any missing info where possible.

If you do not know what size cups, for example, you have only to get in touch - info@bankspottery.co.uk - and we will endeavour to find out exactly what size you have.

Please make sure you are confident that you are ordering the items you require - don’t guess!! You may have ordered from us before and need and are now in need of replacements. Unsure of what you ordered in the past? Get in touch, we should have your order on file here!

Some people just say, “These aren’t what I was expecting” and that’s perfectly fine; if you let us know within 7 days of ordering we will accept your return.

Why would a return cost YOU dear customer?

Well, on having your return request accepted we then arrange a courier to call and collect the return. This we do at a cost of £10+vat (this will be deducted from the refund), You can, of course, arrange and pay for your own courier to return the goods. Once the goods have been successfully returned we can arrange to refund your money back via the original method of payment (Sage Pay card portal, Paypal, BACS etc). Sadly, it will not work where the same courier will deliver replacement goods and take away the return.

And remember, we will expect returns to be returned in all original packaging so that they can be re-sold. They must be returned with all internal packaging too so that we can minimise breakages in transit.

Having said all of that, if we have despatched the incorrect items to you (it can happen!), we will arrange replacement free of charge to you, and at your convenience. You can read our returns and replacements policy here.

So, please double check you are purchasing the right pieces - returns are a pain all round……