Our Service FAQ - FAQs

You can add to your order with in two hours of placing it. As long as this falls before the 15:00 cut off time. An added delivery charge may be incurred, if the addition take the order up into the next delivery weight bracket.

Orders under 2kg delivered to the UK are sent by Royal Mail and cannot be tracked.  Orders over this weight are sent by our courier, A.P.C, and are trackable. A tracking code will be supllied in a conformation e-mail, sent after an order has been successfully dispatched.  For more information on our delivery, click here.

We aim to get all orders placed before 15:00 dispatched the same day. If however, an item is our of stock we will contact you immediately, offering an alternative or a refund. A reply is required before 15:00 to guarantee same day dispatch. If an order requires specialist picking and packing, e.g palletised deliveries, or large volume orders, we cannot guarantee same day dispatch, and would recommend if such an order is urgent, to contact us, to discuss the delivery options.

In the unlikely event that a parcel arrives damaged or faulty please contact us on 01761 411077(Monday to Friday 9am to 5pm) or by email at sales@bathpotters.co.uk so we can arrange a replacement, exchange, or refund for you.If you wish to return an item, with the exception of personalised products, we need to receive it back into our warehouse within twenty eight days of receipt for a refund or exchange. Please retain all packaging until you are sure you wish to keep your items. Should you wish to return an item to us please repack it with care using all original packaging or a suitable alternative. This does not affect your statutory rights. This does not affect your statutory rights. As the goods are your responsibility until they reach our warehouse please ensure you package your return to prevent any damage to the items or boxes.With the exception of faulty and damaged goods we are not responsible for the return postage and do advise that you obtain a certificate of postage and insurance in case the parcel fails to reach us.If an item is returned to us outside of the twenty eight day time frame or is in a non re saleable condition a credit note will be issued at the discretion of Bath Potters Supplies Ltd. If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within eight working days of receiving your parcel. This can be done by calling us  on 01761411077 or via email at sales@bathpotters.co.uk. You must also notify us in writing stating the reason for the proposed return.No return must be made until you receive written authorisation.  You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back we will issue a full refund including the original delivery charge. Please note this does not apply to items which have been specially ordered for you  unless faulty or damaged.We ask that damaged items being returned are done so within 21 days of receipt and accompanied with a letter explaining the reason for the return and the position of the fault.Remember before you purchase if in any doubt of suitability of a product you can email us with any queries.If you feel the goods are at fault please contact us immediately and we will do our best to resolve the matter. The above conditions also apply.We want you to be entirely satisfied with every purchase made from Bath Potters.
Please note that it can take up to twenty one days to process a return.

In most circumstances a card will be left if you are not in. If you have not requested a safe place to leave your order, it will be taken back to the depot. Two delivery attempts will be made, then your parcel will be returned to sender. A re-delivery charge will then be incurred

Pallets are sent by our haulage company and we will ring you prior to delivery.

We ask, where possible, to give us 24 hours notice after placing you order before travelling to us. This gives us a chance to get your order together, and check all items are in stock.