Shipping and Returns

How long will my order take?

I aim to dispatch orders within 5 working days.

UK orders are sent by Royal Mail Tracked 48 will ship in 2–3 days from dispatch.

Any international orders are posted via Royal Mail International Economy. These are the delivery timeframes as provided by Royal Mail:
Western Europe in up to 2 weeks
Eastern Europe in up to 5 weeks
North America in up to 6 weeks
South America, Africa and Asia in up to 8 weeks
Australia in up to 12 weeks.

This service offers the best prices, but it is not insured or trackable. I unfortunately cannot be responsible for uninsured items which are lost in the mail. If you would like your order quicker, please email me at hello@kateemmalee.com and I can take additional payment and let you know delivery options.

If you live outside the UK, you may be charged customs fees or import duties depending on your country's rules. These charges are unfortunately beyond my control and are not covered by my shipping charges. I am not responsible for any customs or duties incurred. If you are concerned, I recommend researching your country's rules for receiving goods from the UK before placing an order. International orders may also be delayed by customs processing, which again unfortunately is out of my control. 

Once a package has left the UK, it is handled by the recipient country's postal service, not Royal Mail; if you have questions about your tracking, fees, or other aspects of your delivery, you will need to contact your local postal service for information.

Do you accept returns?

If there is any problem with your purchase please email me at hello@kateemmalee.com and I will do my best to resolve it. I am happy to replace any products that have been broken or damaged.

I will offer a refund or exchange on any full price item, excluding products that are made to order, as long as they are returned in their original condition within 15 days of receipt. Replacements can take up to 6 weeks due to the handmade nature of my products.

Please bear in mind that all my ceramics are handmade. They are wonky and have imperfections. The glazes can be patchy and have drips. This adds to the character of each piece and makes every ceramic unique. I aim to get each piece as close to the pictures as possible but variations are part of the process.

Glazes can crackle over time especially if repeatedly exposed to hot liquids. This is unavoidable and I do not offer returns or replacements where the glaze has crazed.

Glazes can also stain when repeatedly exposed to certain liquids, for example tea, coffee or red wine. Again this is outside of my control and I do not offer returns or replacements in these circumstances.