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FAQ

Take a look at a few of our Frequently Asked Questions

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Where are your products made?

We create our products using copper, porcelain, pigments and enamel from all over the world. Painting and assembly is done mainly in England but occasionally in the USA.

How long does it take to process and ship my order?

We usually process all orders within 1 business day. Shipping speed depends on the destination but we aim for 2 business days with Royal Mail 1st Class and USPS Priority mail.

What happens if there's an error with personalization.

All sales are final for all of our personalized products, except in the event of our misspelling, misprint, or other error in processing your order, or if your order arrives broken. If that's the case, please return the item to us within 30 days, and we'll refund the amount you've paid, in full, or we'll replace the product.

If I need an item by a certain date, can I get it?

Yes, we offer express processing. Please contact us through the Contact Us page, or email us at sales@staffordshire-enamels.com. Unfortunately we are unable to deliver on a certain day unless you opt for our Express delivery service.

Why haven’t I received an email confirmation?

An email confirmation is sent to your email address once your order has been placed. You should receive it within 1 business day of placing your order. Please email sales@staffordshire-enamels.com  if you experience any problems.

How do I change the address for an order?

You can change your delivery address via telephone or email until the order is at the packing stage. After this, we regret that we are unable to change any details.  Telephone your UK or USA office during business hours +44 (0) 1782 622 023 or +1 212 879 3169

How can I cancel my order?

All orders can be cancelled up until the time of dispatch. Please Telephone your UK or USA office during business hours +44 (0) 1782 622 023 or +1 212 879 3169 for further details. Please note that if you have opted for personalisation we are unable to cancel your order.

Is Sales Tax/VAT/TVA charged online?

Staffordshire Enamels pays all sales taxes but not import or other duties.

What happens if my item is out of stock in the UK or US?

You will receive an email informing you of this with a note from our Customer Services team advising you of our best possible delivery date.

When will my order be delivered?

All orders where stock items are available will be dispatched within 3 business days of receipt. Unless we notify you to the contrary.  Please note that on all orders requesting multiple delivery addresses you will be charged shipping for each address you specify. 

How will you ship my order?

All orders which specify flat rate or FREE shipping are dispatched First Class via Royal Mail ex the U.K. and in the USA by Priority USPS mail.

Will I have to pay import duty if I am an overseas customer?

Customs or handling charges that may be levied by authorities in the destination country are beyond our control, and we regret that we are unable to accept any responsibility for these.

Can I return my item if it has been personalised?

There is strictly a no refund policy on personalised item.

How do I return my product?

Goods that have been purchased from us must be returned to the location they came from either New York or Stoke-On-Trent, in their original condition, within 30 days of receipt of purchase, after we have agreed to the return.

We recommend that when returning products you use a tracking service. We cannot provide credit for packages lost during return shipment. We do not accept liability for returned goods lost in transit. The customer is responsible for the expense of returning the goods to us. THIS DOES NOT AFFECT YOUR STATUTORY RIGHTS.

What happens if my item is faulty?

If you want to return products to us because you consider they are faulty, they have arrived damaged or broken, you will be required to provide us with clear photographic evidence of the alleged fault or damage. If we agree that the products are faulty or damaged and can be repaired please return them to us within 30 days of receipt of purchase. If the item is irreparable we will provide you with a replacement (if available) or refund the price of the products in full.

Can I exchange my item?

No, you cannot change your mind after delivery.

How do I contact Customer Service

See Contact Us or  sales@staffordshire-enamels.com or call +1 212 879 3169.

Can I get an item repaired?

We will do everything we can to help you. In the first instance send a detailed email to sales@staffordshire-enamels.com with full details and images of the problem. Please be aware that repairs may take up to 12 weeks.

Is my information held securely by Staffordshire Enamels?

Any personal details we obtain from you via this site will always be held safely and in compliance with all applicable data protection rules. Please read our Privacy Policy for further details.

Is it safe to use my credit card?

Yes. Our secure-server software(SSL) encrypts your credit card information so that no one else can read it.

What payment methods can I use?

We accept Visa, Mastercard, American Express etc. credit cards and cheques drawn on UK and US banks.

Will my product be gift boxed?

All Staffordshire Enamels products arrive in signature Presentation Cases packaging with the exception of custom orders. You may choose our bespoke gift-wrapping service but a small charge may apply.

What are the Terms and Conditions for online sales?

Please go to www.staffordshire-enamels.com  for our Terms and Conditions.