What is your ordering process?
When you’re ready to order we’ll take your details and payment securely. When you enter your chosen delivery address you can also add any delivery instructions we should know about (please note, for courier delivery all items are delivered between 9am and 5pm, and a signature is required so we are unable to deliver to PO Boxes or leave items in a porch).
 
Once you’ve ordered we’ll send you an email confirmation.
 
Final thing to note: all of our pottery and glass is slip cast by hand and occasionally we may have a run on an item and go out of stock. If this happens we will notify you immediately and let you know the next avaiable delivery date.
 
What is the VAT rate?
The VAT rate for the UK is 20%. Prices on our website include VAT at this rate.
 
Can I cancel or amend my order?
Yes, if your order hasn’t already been packed. Need to amend or cancel an order? Call us on 01491 412444 and we’ll let you know what’s possible. 
 
How much is the delivery charge?
Delivery charges are calculated on the value of your order and where you wish your goods to be sent.
 
How long will it take for my order to arrive?
We aim for 5 working days for standard delivery, but you can also choose next-day delivery or first-class post.
 
Can I specify a delivery time?
Not at the moment. Sorry!
 
What should I do if my order arrives damaged or items are missing?
 
Contact us immediately (we need to know within 5 working days of you receiving a damaged or incorrect order) and we’ll sort it straight away. You can do this via email (info@fenellasmith.com) or phone (01491 412444).
 
We’ll ask you to provide a photograph of any damages (this helps us claim from our delivery companies). Sending us a picture via email is probably the easiest way for you to do this.
 
How can I get updated about your new products?
Register with Fenella and we’ll keep you up to date with our latest products and offers. We know how annoying it is to be sent too many emails so don’t worry, we won’t bombard you! And we’ll never sell or pass your details to any other organisation.
 
How should I care for my Fenella Smith Ware?
Our pottery and glass pieces are dishwasher and microwave oven safe, and all our fabrics have specific wash instructions on them. Each product listing provides more detailed care instructions specific to that product.
 
Can I sell Fenella Smith pieces in my shop?
Yes! Email wholesale@fenellasmith.com with some details of your shop, where you are based, and how you found out about Fenella Smith and we’ll get back to you. 
 

 

FAQs

What is your ordering process?

When you’re ready to order we’ll take your details and payment securely. When you enter your chosen delivery address you can also add any delivery instructions we should know about (please note, for courier delivery all items are delivered between 9am and 5pm). Once you’ve ordered we’ll send
you an email confirmation.

Can I purchase a Fenella Smith Gift Card?

Yes! We have a selection of digital Gift Cards available for purchase right here on our site. All you need to do is select your amount, purchase the gift card and an email will come through to either yourself or your intended recipient with the gift card code to use on site as well as the balance.

E-Gift Cards are sent immediately and directly to the recipient, and are valid for 12 months (365 days) from the time of purchase. E-Gift Cards are non-refundable and not exchangeable for cash. We are unable to extend the expiry date of an E-Gift Card

Can I spread the cost with Klarna?

We know that sometimes you’d rather spread the joy (and the cost). That’s why we’ve partnered with Klarna — so you can shop your favourites now and pay later, in a way that suits you best.Whether it’s that beautifully bold bag or the perfect gift you’ve had your eye on, Klarna makes it easy and stress-free. Simply choose Klarna at checkout, and you’re good to go.

What is the VAT rate?

The VAT rate for the UK is 20%. Prices on our website include VAT at this rate.

How long will it take for my order to arrive?

Standard Delivery: 3 - 5 Working Days

Express Delivery: 1 - 2 Working Days

*Whilst we make every effort to work to these delivery times, we cannot accept liability for deliveries made outside of this timescale.

How can I get updated about your new products?

Sign up to fenella emails and we’ll keep you up to date with our latest products and offers. We know how annoying it is to be sent too many emails so don’t worry, we won’t bombard you! And we’ll never sell or pass your details to any other organisation.

Do I need to pay duties?

If you live in the UK, you will not be charged import duties. VAT is already included in the price.

If your order is delivered internationally, you may be charged additional duties and taxes. These are incurred at the customer’s expense.

How should I care for my Fenella Smith products?

Our pottery and glass pieces are dishwasher and microwave oven safe, and all our fabrics have specific wash instructions on them. Each product listing provides more detailed care instructions specific to that product.

Need More Help?

Got a question or need a little hand with your order? We’re always happy to help. Pop us an email at shop@fenellasmith.com and our lovely team will be in touch as soon as possible.