P.34 Help
Delivery, collection & returns
The small print, kept short. If anything here is unclear, ring the shop on 01632 960418.
Delivery
| Service | Arrives | Cost |
|---|---|---|
| UK standard, tracked | 2 to 3 working days | £4.95 · free over £60 |
| UK next working day | Order by 2pm, Monday to Thursday | £7.95 · £3 over £60 |
| Local delivery, 5 miles of Frome | Friday afternoons | £3 · free over £40 |
| Large items (throws, baskets) | 3 to 5 working days | £6.95 |
| Europe | 5 to 8 working days | from £14 · duties may apply |
Everything is packed by hand in recycled paper and card, and ceramics are double-boxed. If something arrives broken, send us a photo within 48 hours and we will replace it.
Click & collect
- Order online and choose click & collect at checkout. It is free.
- We pick and wrap it, usually within two hours during opening hours.
- We text you when it is on the counter. We keep it for 14 days.
- Collect with your reference or the text. Someone else can collect for you.
, if you order now.
Returns
Return unused items within 30 days for a full refund, by post or in the shop. Your statutory rights are not affected.
- Bring it in: refunds or swaps on the spot
- By post: use any tracked service; we refund within 5 working days of receiving it
- Not returnable: seconds, earrings (for hygiene), personalised items and gift cards
- Faulty or damaged on arrival: we pay for the return
Gift cards
Valid for two years from purchase, online and in the shop, including workshops. Use them across several visits; the balance is kept. They cannot be exchanged for cash.
Questions
Is everything handmade?
Most of it. Where something is made in a small factory (our tumblers, the brass candlesticks) we say so, and we have visited every one.
Why do handmade pieces vary?
Glazes move in the kiln and wood has a grain. The photographs show a typical piece; yours will be its own.
Can you wrap and send a gift directly?
Yes. Tick gift wrap, add a message at checkout and choose to hide prices. We send it straight to them.
Is the shop stock on the website accurate?
It is updated from our till each evening, so a “last one” can go during the day. Ring us and we will put it aside.
Do you sell seconds?
Sometimes, marked clearly as seconds with the flaw described. Seconds cannot be returned.
Can I cancel a workshop booking?
Up to 72 hours before for a full refund or a different date. After that we can usually transfer your place to a friend.
Do you take makers’ work?
We love hearing from makers within an hour of Frome. Use the contact form on the visit page with a few photos and prices.
Do you offer wedding lists?
Yes. Ask in the shop or by email and we will set one up.
Company details
Hollin & Pye Ltd is a fictional company created for this Orderhatch concept. Registered office (invented): 4 Saddlers Yard, Frome, Somerset. Company and VAT numbers are not shown because the business does not exist. Prices include VAT and are example pricing.