FAQ

 

What is your shipping policy?

I aim to send items within 3 working days of your order. If there are any customisations, or a product is made to order, there will be a longer waiting time, which will be made clear on either the listing or via email.

I do my very best to make sure that parcels are wrapped to ensure a safe and happy arrival - I want you to enjoy it! I use a combination of new and recycled packaging to reduce waste. If for any reason you are unhappy with the way a package has arrived, please photograph it and get in touch via my contact page. I don’t generally have problems with mail delivery, however on the rare occasion that a postal service has damaged your package, we can review these on a case by case basis.

Packages are sent with good faith on the delivery service I pay for, but I am not able to guarantee the delivery date once it is in the care of a delivery provider - it is literally out of my hands!
If you need an item for a gift or event, I would recommend that you please allow adequate time for delivery. And of course send me an email if you want next day delivery in an emergency and I will do my very best to get it to you on time!

DOMESTIC

Parcels within the UK are normally sent Signed For or Special Delivery. If you have specialist requirements such as Saturday Delivery, or would like a courier for larger works, these will be discussed via email or phone during ordering process.

INTERNATIONAL

All international packages will be sent standard tracked. If you would prefer an expedited service, please contact me to discuss postal options. High value items will be sent via Courier and details discussed on an individual basis.

RETURNS

I don’t accept returns. I can accept cancelled orders if you email me within 24 hours of placing an order, providing it has not been sent already.

POSTAL ADDRESS

I really want you to enjoy your items. To get them to you as quickly and safely as possible, please double check that you enter the correct postal address. Unfortunately I am not responsible if the wrong postal address has been provided.


Can I ask for a custom order?

Yes of course! I love to create custom orders. If you have an idea, or have seen an item previously available on my site please contact me via my contact page and I’ll get right back to you!



How do I order wholesale?

I offer some of my items at wholesale. If you think my work fits with your shop’s aesthetic, please contact me via my contact page with details and I’ll get back to you.



Can I visit your studio?

Yes! We host annual Open Studios and events. Follow me on Instagram for up to date events. If you would like a private viewing at the studio please send me a message via my contact page.


What’s your favourite clay?

I fell in love with porcelain pretty early on… we have a romance that goes very deep. However, I love to mix it up and get my hands dirty with a really heavy grogged black clay, or a textured speckled stoneware. Each clay has it’s own unique personality, and part of the fun is learning how to talk to each of them, and figuring out which personal traits are best for the job.


Privacy Policy

I recognise that privacy is important. This document outlines the types of personal information I receive and collect when you use my services, as well as some of the steps we take to safeguard information. We hope this will help you make an informed decision about sharing personal information with me. 

Your Personal Data

My website collects personal information from you when you email me through the Contact Form. Your privacy is very important, and I do not share your personal information with any other entity.

If you have signed up for my e-newsletter I may contact you with promotions or services I feel is of interest to you.
 

Cookies - What are they and what does it mean?

Cookies are text files placed on your computer to collect standard internet log information and visitor behaviour information. This information is used to track visitor use of the website and to compile statistical reports on website activity.

I use Google Analytics, a third party service, to look at this information and understand website visitor behavioural patterns. I don't access your personally identifiable data, unless you have chosen to share it with me by emailing me. 

Google Analytics records a User’s activity on our websites and every page the User visits, how long the User was on a page or site, in what order the pages were visited. It is the virtual trail that a User leaves behind when accessing the websites. This helps me understand general activity such as what pages are popular, and how many people visit my website. 

For further information visit https://www.google.com/analytics www.aboutcookies.org
or www.allaboutcookies.org

Your Choices

You may refuse cookies in your browser, although some features or services may not function properly as a result.

Questions

If you have any questions or concerns about Privacy, please contact me via hello@clairedeluneart.com or write to me at

Claire de Lune
Bon Volks
12 Park Lane
Margate
CT9 1RQ

By using my website, you consent to the collection and use of this information. If I change the privacy policy, I will post those changes on this page, so you are always aware of what information I collect, how I use it and under what circumstances I disclose it.