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 dat

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 forstandard 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.