Delivery & Returns
Designed and shipped from our studio in south-west France. Tracked delivery across the EU and the UK, with careful packaging on every order.
Where we ship to
We ship from our studio in St Michel, south-west France, to addresses across the European Union, the United Kingdom, and selected international destinations. Every order leaves our studio carefully packed by hand.
If your country isn't available at checkout, please contact us and we'll do our best to arrange shipping for you.
Dispatch times
Every piece on the site is in stock and ready to ship. Orders are processed and packed at our French studio Monday to Friday, excluding French public holidays.
- Standard dispatch: within 2 to 3 working days of your order.
- During busy periods (Christmas, sales, new launches): please allow an extra 1 to 2 working days.
You'll receive an email with tracking as soon as your order is on its way.
Delivery estimates
Once dispatched, expected transit times are:
| Region | Service | Estimated transit |
|---|---|---|
| European Union | Express International | 2 to 7 business days |
| United Kingdom | Tracked courier | 6 to 8 business days (subject to customs clearance) |
| Rest of World | Standard International | 3 to 17 business days |
All orders are tracked end to end. Estimates are business days from dispatch, not from order date. Customs clearance for non-EU destinations can occasionally add a day or two.
Shipping costs
We offer a single flat rate per region. Shipping is calculated automatically at checkout based on your delivery address.
| Region | Service | Cost |
|---|---|---|
| European Union | Express International | €13.99 |
| United Kingdom | Tracked courier | €19.99 |
| Rest of World | Standard International | €23.99 |
Final shipping is confirmed at checkout based on your delivery address.
Shipping to the UK
We ship to the United Kingdom from our studio in south-west France. Below is everything UK customers need to know before ordering.
Delivery timescale
UK orders are typically delivered within 6 to 8 business days from dispatch by tracked courier. Customs clearance can occasionally add a day or two during busy periods.
UK import VAT, duties and customs charges
Orders shipped to the UK may be subject to UK import VAT, customs duties and courier handling charges. These charges are determined by UK customs and the carrier on arrival and are the responsibility of the customer. They are not included in the delivery fees shown at checkout.
The carrier (typically DHL or Royal Mail) will contact you directly to arrange payment before your parcel is released for delivery. If you'd like an estimate of likely charges before you order, please get in touch.
Tracking
Every UK order is fully tracked. You'll receive a tracking link by email and you can follow your parcel from our studio door to yours.
Questions about a UK order?
Email us and we'll come back to you within one working day.
How we pack your order
Ceramics are fragile, so packing them properly is something we take seriously.
Every piece is wrapped individually in paper bubble-wrap, then placed inside its product box, then packed into a larger outer box (recycled wherever possible) with extra protective padding. Larger or multi-piece orders are double-boxed.
We've refined this process over years of shipping handmade ceramics across Europe, and damage in transit is rare.
Returns
We want you to love what arrives. If something isn't quite right, here's how to return it.
You have 14 days from delivery to let us know you'd like to return an item. The item must be returned in its original packaging, unused and in resaleable condition. Please return within 14 days of notifying us.
To start a return
- Email us Send a message to info@sueureceramics.com with your order number and which items you'd like to return.
- We'll send you the return address We'll confirm the return is approved and give you the address to send it to.
- Pack the item carefully Use the original boxing where possible, with plenty of padding.
- Send it back Use a tracked service of your choice. We recommend tracked and insured, as return shipping is the customer's responsibility unless the item arrived damaged or faulty.
- We process your refund Once we receive and check the item, we'll process your refund within 5 working days to your original payment method.
A few things to know
- Sale items and bundle deals are non-returnable unless faulty.
- Return shipping costs are the customer's responsibility unless the item is faulty or arrived damaged.
- We can't refund the original outbound shipping cost on standard returns.
For full returns terms and your statutory consumer rights, see our Terms & Conditions.
Damaged or faulty items
If your order arrives damaged, we'll put it right. We take photos of every piece before it leaves the studio, but accidents in transit can still happen.
If something arrives broken or damaged
- Take photos straight away Include the outer packaging, inner boxing and the item itself.
- Email us within 7 days Send your order number and the photos to info@sueureceramics.com.
- We respond within one working day Depending on stock and your preference, this will be either a replacement, store credit, or full refund (including any return shipping if needed).
You don't need to send a damaged item back unless we specifically ask, so please hold onto it until we've been in touch.
Customer support
We're a small team and every email is read and replied to by a real person, usually Sue or someone in the studio.
Get in touch
We aim to respond to all enquiries within one working day.
9.30am to 5pm (CET)
Studio & trading address:
Sue Ure Ceramics, 1174 Chemin de Sauviac, 32300 St Michel, France.
Visitors welcome by appointment. Please get in touch before you visit.
Business details: SIRET 401 424 270 00015 · RM Auch · TVA FR71 401 424 270.
All orders placed on this site are with Sue Ure Ceramics, registered in France.
Quick answers
Where do you ship from?
All orders are packed and dispatched from our studio in south-west France.
Will I have to pay extra customs charges in the UK?
UK orders may be subject to UK import VAT, customs duties and courier handling charges, which are payable by the customer on delivery. These charges are not included in our delivery fees. The carrier will contact you to arrange payment before your parcel is released.
How long does delivery take to the UK?
Typically 6 to 8 business days from dispatch by tracked courier. Customs clearance can occasionally add a little longer during busy periods.
What if my order arrives broken?
Email us with photos within 7 days. We'll send a replacement or refund.
Who am I buying from?
All orders on this site are with Sue Ure Ceramics, a business registered in France (SIRET 401 424 270 00015, RM Auch). Your order is shipped from our studio in St Michel, south-west France.
Do you ship internationally outside the EU and UK?
Yes, to selected destinations. If your country isn't listed at checkout, please get in touch and we'll do our best to arrange shipping for you.