Customer Service / FAQs

Order Room
Shipping & Delivery (using recycled packaging where possible, working towards totally plastic free whilst ensuring items arrive in perfect condition)
Dispatch time: All orders we aim to send out within 3 working days. Mail order is sent from the artist studios normally on a Monday and Thursday morning.  It is always best to send us a separate email once you have placed your order letting us know if it is urgent and the date you require it by so we can prioritise your order if necessary at busy times. 
Delivery costs: All shipping charges are kept to a minimum and are done at cost, fully insured and packed to arrive in perfect condition. You are able to view the shipping costs by using the shopping basket before placing your order. An email will be sent to you when your order is despatched letting you know when it ought to arrive at the delivery address.

UK address delivery time: Smaller parcels are sent through Royal Mail (postman), larger parcels by Parcelforce, they are normally sent on a 48 hour service (which can take a litter longer in December), please do let us know if you require by a seperate email once you have place your order on a 24 hour service. If no one is in they will leave a card to rearrange delivery or to collect from your local post office. Highlands & Islands addresses normally take 3 to 4 working days to arrive.

European address delivery time: Sent by FedEx courier taking approximately 4 working days, small parcels (to keep postage cost down) by Royal Mail taking approximately 8 working days. *See important tax/import notes below

North America delivery time: Sent by FedEx courier taking 3 to 6 working days, very small parcels (to keep postage cost down) by Royal Mail taking up to 10 working days. *See important tax/import notes below

Rest of the world delivery time: Sent by FedEx courier taking 6 to 8 working days, small parcels (to keep postage cost down) by Royal Mail taking up to 10 working days. *See important tax/import notes below

To contact us at any time about delivery please either email us at: or telephone: +44(0)1935 812212.

If your order has still not arrived a few days after the above timings please let us know so we can track the parcel and make sure it gets to the delivery address as quickly as possible. For international addresses we strongly recommend and appreciate any additional delivery information we can pass onto our couriers to help a swift and problem free delivery.

Signed for & Special Delivery instructions: 

Most large parcels are sent by courier with a signature required. If you are not in when the courier tries to deliver, they will leave an instruction card on how to get your parcel redelivered or collect from your local post office. For a swift delivery please give us any extra information when ordering in the 'comments & questions box' on the checkout page, so we can put this on your parcel for our couriers.  This could be if your address is difficult to find, if you are going to be out requesting leaving your parcel with a neighbour, or if out leaving the parcel in a special place instead of signature (please note we cannot be held responsible for loss of a parcel if you opt for no signature to be taken, and it is at the discretion of the delivery driver whether they will leave a parcel without a delivery signature. Normally they will but it is not guaranteed).

Saturday UK deliveries:

It maybe possible to have your order delivered on Saturday depending on your address, although this is not always reliable we have found. Smaller parcels we can send Royal Mail with the postman delivering on a Saturday with no extra charge but larger parcels requiring Parcelforce courier carry a £10 surcharge (what we are charged). If you would like a Saturday delivery please email us separately after you have placed your order requesting this and we can advise as well as if there would be any extra charge.

Stock: We are normally fully stocked but if we are short of any items on your order we will contact you to advise on timings or alternatives.

*Tax (VAT) exempt orders & import charges
Orders shipped to an address outside the United Kingdom are free of UK tax (VAT) **. This means you save 20% (current rate) on the UK price of the goods which is reflected in the total amount shown on the order form. **with the exception of European delivery where tax is included in the purchase price and we pay this tax to the European countries customs department via FedEx so the customer does not have further tax charges on delivery. 

*Please note:  Most countries have import taxes/duties or local VAT, sometimes also a handling fee for collecting this tax, the cost of which varies depending on the country. It is normally less than UK tax which has already been take off your order, creating an overall saving. You may have to pay this extra charge direct to the delivering courier company (FedEx or in country postal service) who in turn pays this to your country's customs authority. 

Returns & Replacements
If we have made an error in your order, goods have broken in transit that we have sent out mail order, or anything is faulty we will replace them free of charge. If the goods are not faulty but you are unhappy with your order we can exchange or refund once we have the goods back in their original new condition. Please pack them carefully so they arrive back in one piece, with ceramics ideally with at least 5cm packing between the out and inner boxes, scrumpled up newspaper is good for this!
Payment, Pricing & Promotions
We accept all credit and debit cards, and use a secure payment system called ‘Sage Pay’ (formally called Protx). We do not see or hold your card details at any time of the process. The checkout forms have an option for sending a cheque if you prefer, made payable to ‘Richard Bramble’. If you experience any problems during the payment process please call us on 0044 (1)935 812212 and we can accept your payment over the telephone.
Viewing Orders
To view any orders you have made, and to see your invoice and shipping details, you need to log into your account if you have signed up for one. Or you can use the Orders & Returns page and enter your Order ID number (as found on your order email), your surname and your email address.
Updating Account Information
If you have registered an account with us you can update your account information by logging in to your account and clicking the edit link on any of your account details.
Free personalised message
When sending as a present we enclose a personal note for you free of charge on an appropriate Richard Bramble greeting card, just let us know your message in the 'questions & comments' box on the checkout form.
Gift Wrapping Service
We can gift wrap any item in a choice of paper designs, see the 'Greeting Card & Gift Wrap' section.
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