Skeleton Gnome

Returns, Refunds & Terms and Conditions Folklaura Ceramics Last updated:

1.09.2026

Thank you for supporting my small, handmade pottery business. Every piece is individually made, and I take great care in creating, glazing and packaging your orders. Please read the following terms before placing an order. These terms apply to purchases made through Folklaura Ceramics online, including ready-made pottery and commissioned pieces.

1. Handmade Pottery All of my pottery is handmade, meaning that each piece is unique. Small variations in shape, size, texture, glaze finish, colour and minor surface imperfections can occur as part of the handmade ceramic process. These characteristics are not necessarily faults and are part of what makes handmade pottery special. I make every effort to photograph and describe my pieces accurately. However, colours may appear slightly different depending on your screen and lighting.

2. Orders and Payment Orders are confirmed once full payment has been received, unless otherwise agreed in writing. Please check your delivery address and order details carefully before completing your purchase. If you notice an error, contact me as soon as possible. For commissioned pieces, the agreed design, price and estimated timescale will be discussed with you before work begins. No timescale is final and is subject to change at any time.

3. Commissioned & Bespoke Pieces Commissioned pieces are made specifically for the individual customer and may include personalised designs, requested colours, features or other agreed details. Once a commissioned piece has been approved and work has commenced, cancellations may be subject to reasonable costs already incurred, in accordance with applicable consumer law. Personalised and genuinely bespoke commissioned pieces cannot be returned simply because the customer has changed their mind or no longer likes the finished piece, provided the item has been made as agreed and is not faulty or misdescribed. If you have any concerns about a commissioned piece, please contact me so that I can discuss the issue with you.

4. Returns & Change of Mind Ready-Made Items For standard, ready-made items purchased online, you may have a legal right to cancel your order within 14 days of receiving it, even if the item is not faulty. If you wish to exercise this right, please contact me in writing within 14 days of delivery. You will then have a further 14 days to return the item. Items must be returned safely packaged and in a condition that allows me to assess them. You may handle an item as you would in a shop, but you may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary to inspect it. Unless the item is faulty, not as described or another legal exception applies, the customer is responsible for the direct cost of returning an item under the statutory cancellation right. This cancellation right does not apply to genuinely personalised or bespoke commissioned pieces, subject to your statutory rights. Items You Simply Don’t Like For genuinely bespoke commissioned work, a change of mind or personal dislike of the finished piece does not, by itself, entitle the customer to a refund. For ready-made online purchases, statutory cancellation rights may apply even where the customer has simply changed their mind. All returns must be paid for by the customer in a tracked and signed for Royal Mail service.

5. Damaged Items & Breakages in Transit Ceramics are fragile, and I take care to package every item securely before dispatch. If your parcel arrives damaged, please: 1. Take clear photographs of the outer packaging and the box before opening it, if possible. 2. Photograph any visible damage to the packaging, including dents, tears or crushing. 3. Take photographs of the packaging materials inside the box. 4. Take clear photographs of the damaged pottery from multiple angles. 5. Keep the item, box and all packaging until I have advised you what to do next. Please contact me as soon as possible, ideally within 48 hours of delivery, with your order number, photographs and a brief description of what has happened. Ceramics are fragile and am unable to control the handling of any courier. If the item arrives broken due to damaged packaging, I can only offer a partial refund.

7. Refunds Where a refund is due, it will normally be issued using the original payment method. For eligible online cancellations, refunds will be processed in accordance with applicable legal requirements. This includes the applicable rules regarding the timing of refunds and standard delivery charges. Refunds for faulty, damaged or incorrect items will be handled in accordance with your statutory rights and the circumstances of the individual case.

8. Safe Use & Care Please follow any care instructions provided with your pottery. Unless explicitly stated otherwise, handmade decorative pottery should not be assumed to be suitable for food use, ovens, microwaves or dishwashers. You are responsible for using your pottery appropriately and following any care and safety guidance supplied with the item.

9. Delivery I will package orders carefully and dispatch them using the agreed delivery method. Estimated dispatch and delivery times will be communicated where applicable. If there is a delay or issue with your order, please contact me so I can investigate. Please ensure that your delivery address is correct when placing your order.

10. Contact If you have any questions about your order, returns, refunds or a commissioned piece, please get in touch. Business: Folklaura Ceramics Email: folklauraceramics@outook.com I aim to respond to queries as soon as reasonably possible and will always try to resolve issues fairly and professionally.

Made from Stoneware or Earthenware clay from the heart of the Potteries, Stoke-on-Trent, this piece is hand sculpted by Laura which means no two will ever be the same. 

There will always be little 'imperfections' as everything is crafted by hand from start to finish - which we believe only adds to their unique personality!

If you have seen a piece that you like but would like it in a different style, please do get in touch and we can chat about a commission piece!