Shipping policy

Shipping Policy

Thank you for shopping with The Modern Factory! As a small independent business, many of my pieces are handmade and made to order. Please read the information below for estimated making and delivery times.

Processing & Making Times

Many The Modern Factory products are handmade to order. Unless otherwise stated on the individual product listing, please allow approximately 2–4 weeks before dispatch.

This gives me time to make, dry, fire, glaze and finish your piece before carefully packing it for its journey to you.

Please remember that the 2–4 week making time is separate from the delivery time once your order has been dispatched.

If your order contains multiple items, they will usually be shipped together once the full order is ready.

UK Shipping

UK delivery options and prices are shown at checkout before you complete your order.

Once your order has been dispatched, you will receive a shipping confirmation and tracking information where available.

Delivery estimates provided by the postal or courier service begin from the date of dispatch, rather than the date the order was originally placed.

International Shipping

International shipping is available to selected destinations, with available services and prices calculated at checkout.

International orders may be subject to customs duties, import taxes or other charges depending on the destination country and value of the order.

Unless specifically stated at checkout that duties and taxes have been prepaid, any applicable import charges are the responsibility of the recipient and are determined by the destination country's customs authorities.

Customs processing can occasionally cause delays that are outside of The Modern Factory's control.

Packaging

Ceramics are fragile, so every order is carefully and securely packaged to help protect your pieces during transit.

Where possible, I aim to use recyclable or lower-waste packaging while still making sure your ceramics are properly protected.

Damaged Orders

If your order arrives damaged, please contact me as soon as possible after delivery.

Please include your order number and clear photographs of the damaged item, the parcel and its packaging. Please keep all original packaging until the issue has been resolved, as photographs or packaging may be required when making a claim with the delivery provider.

If an item has been damaged in transit, I will work with you to arrange an appropriate replacement, refund or other resolution in accordance with your consumer rights.

Incorrect Shipping Address

Please check your delivery address carefully when placing your order.

If you notice an error, contact me as soon as possible. If your order has not yet been dispatched, I will do my best to update the address.

Once an order has been dispatched, I may not be able to change or redirect it.

Returned-to-Sender Parcels

If a parcel is returned to The Modern Factory because the delivery address supplied was incorrect or incomplete, or because the parcel was not collected or accepted, please contact me so we can arrange the next steps.

Additional postage costs may apply if the order needs to be sent again, where legally permitted.

Delayed or Missing Parcels

Occasional postal or courier delays can happen, particularly during busy periods or as a result of customs processing for international orders.

If your tracking has not updated or your parcel has not arrived within the expected delivery timeframe, please get in touch and I will help investigate this with the delivery provider.