Frequently Asked Questions

1. How long does it take for the gallery to process an order?

We aim to dispatch orders next working day with DHL or Royal Mail. You will be informed of the shipping method at checkout. Orders placed the day before bank holidays and gallery closure will be processed when the gallery reopens.

Please be aware that items that are part of our current exhibition cannot be collected or posted until the exhibition has ended. Details of exhibition end dates are available to view on our exhibition page – this allows for the exhibition to run in full and we appreciate your cooperation during this time.

For special requests or urgent deliveries, please contact us at gallery@maudandmabel.com and we will do our best to accommodate your request depending on available options on a case by case basis. Please note that a quicker delivery time may incur additional charges. Please contact us if you have any questions about your delivery.

2. What are your shipping times?
Orders within the UK are usually delivered the next working day after dispatch. Delivery times for orders outside of the UK will vary. Once your order has been dispatched, you will receive a tracking number via email that will provide you with estimated delivery date and times from our postal providers.

Delivery times are estimates and are subject to change according to services by our postal providers. During public holidays (e.g. Christmas, Easter weekend and Bank Holidays) and in the case of strikes, delivery times may be affected. These changes may be out of our control, though we always endeavour to keep our clients informed and address any issues that may arise.

For special requests or urgent deliveries, please contact us at gallery@maudandmabel.com and we will do our best to accommodate your request depending on available options on a case by case basis. Please note that a quicker delivery time may incur additional charges. Please contact us if you have any questions about your delivery.

3. How much is shipping?
Estimated shipping charges for the ordered item will be given at checkout. Due to frequent fluctuations in shipping charges, we may need to amend our shipping costs following checkout and, in some instances, contact the customer for additional shipping fees.

Alternatively, you are welcome to organise your own courier at your discretion. You may also collect your purchases at the gallery during our opening hours.

Tax will be deducted at checkout for orders outside of the UK. Please note that orders outside of the UK may be subject to local import duties and taxes, according to the tax regulations and the customs office. We ship DDUP (delivery duties unpaid), therefore any duties/taxes incurred within the destination country are the responsibility of the customer. Customers must comply with any local regulations. Unfortunately, we have no control over these charges and cannot foresee their amount. Please contact your local customs office for further information on local duties and taxes.

4. Do you ship outside of the UK?

Yes, we ship internationally.

If for any reason you experience problems with delivery to your area at checkout, please contact us at gallery@maudandmabel.com and we will aim to provide an alternate shipping solution.

5. Will tax be deducted for orders outside the UK?
Tax will be deducted at checkout for orders outside of the UK. Please note that orders outside of the UK may be subject to local import duties and taxes, according to the tax regulations and the customs office. We ship DDUP (delivery duties unpaid), therefore any duties/taxes incurred within the destination country are the responsibility of the customer. Customers must comply with any local regulations. Unfortunately, we have no control over these charges and cannot foresee their amount. Please contact your local customs office for further information on local duties and taxes.

6. What is your return policy? (online and in-store)
If, for any reason, you are not satisfied with your purchase, please contact us by emailing gallery@maudandmabel.com within 14 days of receiving the item(s).

To return any item(s) you must first contact us by email. Once we have received your email, one of our team will be in touch confirming whether you are eligible for a return or exchange. In the case of a refund, the amount owed will be refunded to the original source of payment excluding shipping costs and international customs fees, if applicable. These will be made within 10 business days of the return.

Please do not ship the item(s) until you have received an email from us confirming your return. Please be aware that we will only accept the return of item(s) if they are in a good, unused condition, ideally in the original undamaged packaging or packaging of similar quality. Refunded/ returned items will be shipped to the gallery at your expense. All parcels are sent back at your own risk and we cannot bear liability for returned goods being lost or damaged in transit. We would advise using recorded delivery as the parcel is not our responsibility until we sign for it. We would strongly recommend that prior to shipping you:

Take clear photographs of any item(s) returned and email these to us; and
If any item(s) are fragile, clearly mark all parcels with “fragile” to limit rough handling during shipping.

Please note that within the UK there is no available insurance for damage of ceramics during transit. Please make sure that items you are returning are packed adequately. If you are returning something from outside the UK there may be insurance available for loss and damage.

Please understand that we cannot accept refunds or returns for bespoke orders and commissions unless the product is faulty.

Nothing in this returns policy affects your ‘statutory rights’ under the Consumer Rights Act 2015. For our full terms and conditions please click here.

7. Who is liable for loss and damage when shipping?
We will bear the risk of shipping items provided that the delivery issues incurred due to unforeseen circumstances during transit by our postal providers. Higher value items insurance may be included in overseas shipping charges.

We will not be liable for issues incurred due to decisions made at the customer's own discretion. For both domestic and international shipments, signatures will be required upon delivery. Should you choose to opt out of this with the shipper directly, and instead instruct the shipper to leave a shipment in a ‘safe place’, please note that this is at your own risk and we would not be liable for any damage, theft or loss. Please also ensure that your delivery address details are correct. We cannot be held responsible for any delivery issues that may arise due to incorrect address details.

When you place an order on our website you are accepting our Terms & Conditions of Sale. For our full terms and conditions please click here.

8. Do you offer gift vouchers?
We have gift cards available to purchase on our website, you can purchase the vouchers here.

A physical gift card will be sent to the recipient, which can be redeemed online or in the gallery. Please do contact us at gallery@maudandmabel.com for more information.

9. Do you do bespoke or custom items?
We are happy to coordinate bespoke or custom items and commissions with our artists. However, not all artists accept commissions and some will decide to accept or decline commissions depending on the size of order. Please get in touch with us at gallery@maudandmabel.com to discuss your requests and specifications, and we will do our best to facilitate the order.

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