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Our Service Levels

What kind of delivery service do you offer?

We aim to process orders to despatch within 48 hours of order placement. If it is not possible to despatch your order within 48 hours we will attempt to contact you within this time and provide the oportunity for you to cancel or change the order. Orders within UK & Ireland will normally be delivered within two days of despatch and must be signed for.

How can I pay for my order?

We accept Visa, Mastercard, American Express, Visa Delta, Switch, Solo, and JCB cards. All prices quoted on this site are in GBP Sterling, and your credit/debit card will charged in GBP Sterling. You can also pay for your order by UK cheque. If you are paying by cheque please print out the order form and send it, together with your payment, to Holden Wood Antiques, Grane rd, Haslingden, Lancashire, BB4 4AT . Please make your cheque payable to Holden Wood Antiques.

Is it safe to use my credit card?

Absolutely. We have taken every precaution to make your transactions secure. We process credit and debit card transactions using a secure server. Nevertheless, if you prefer, we also offer you the option of submitting your order by telephone on 01706 830 803 (if calling from outside the UK: 00 44 1706 830803). Customer service is available 7 days a week from Holden Wood Antiques during normal opening hours 10am - 5.30pm (GMT/BST).

Do your prices include VAT and carriage?

All prices quoted on this site include UK carriage and do not have VAT applied. UK Art Pottery is not a VAT registered business so customers outside the UK may not reclaim VAT.

Orders from outside the UK are charged £10 flat rate for carriage.

What is your policy on customer satisfaction?

We are committed to customer satisfaction. If you are not satisfied with your order please inform us within 14 days of receipt of the goods (this does not affect your rights as a consumer).

Returning an order.

Customers may return to us any order within 28 days of receipt, for any reason, and the customer will be refunded the full amount paid within 30 days. If a customer wishes to do this they may be responsible for the cost of returning the goods .With regard to "faulty" goods only, where a customer properly rejects such goods within a reasonable time, they will be refunded all postage costs. To do this contact us through customer services.

Statutory right to cancel an order.

A customer may cancel an order at anytime prior to despatch. If payment has been taken it will be refunded in full including carraige charges (if any) within "30 days of cancellation". Where a consumer is in receipt of an unwanted order, we would like it to be made clear that they have a 7 working day cancellation period, from the "day after" the day that the goods are "received". Where a consumer properly cancels an order, we would also like it to be expressly stated that a refund will be provided within "30 days of cancellation" The customer may be responsible for the cost of returning the goods. If the goods are not returned we will collect them and deduct this cost from the refund. To exercise this right you can contact us via email to customer services. A confirmation will be sent out via email.

Complaints Handling

We will acknowledge all complaints within three working days and state how long it will take to resolve. We will endevour to resolve all compliants within five working days. We will keep you informed with progress made. Nothing in the statements above affect your statutory rights as a consumer.