Frequently Asked Questions

Ordering Process

Once you have chosen the items you wish to order you can go to the checkout. Here we will take your details and secure payment and you will receive an e mail confirmation of your order.

When you are inputting your delivery address you can also, at this point add any delivery instructions. Please note, a signature is required so we are unable to deliver to PO Boxes or leave items in a porch. Items are delivered by a courier between 9am and 5pm.

All of our ware 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 a delivery date.

What is the VAT rate?

The VAT rate for the UK is 20%. Prices on our website include VAT at this rate.
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Can I cancel or amend my order?

We can amend or cancel an order for standard stock if your order hasn’t already been packed. If you wish to amend or cancel an order, please contact us on 01491 575275 to discuss.
We are unable to cancel bespoke orders after they have been placed.
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How much is the delivery charge?

Delivery charges are calculated on the value of your order and where you wish the goods to be sent.
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How long will it take for my order to arrive?

We aim for a delivery time of 5 working days for standard items, but delivery of your order may take longer if we have a run on a specific item of stock. All of our items are slip cast by hand and we pride ourselves on the quality of the product so if we are out of stock on an item we will aim to get it back into stock as quickly as possible… good things are worth waiting for!

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Can I specify a delivery time?

Unfortunately it is not possible to specify a delivery time at the moment.
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What should I do if my order arrives damaged or items are missing?

In the event of an item arriving broken or where there are items missing from your order please contact us immediately either by email or by calling 01491 575275. We will ask you to provide a photograph of the damages. This will help us to claim from our delivery companies. The easiest way is to submit a digital picture by email. Alternatively please post to: Fenella Smith, The Glasshouse, 18 Marmion Road, Henley on Thames. RG9 1DG.

Notification is required within 5 working days of receiving a damaged or incorrect order.
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Do you take Bespoke Commissions?

We do take on bespoke projects that we feel fit with the essence of what we do here at Fenella. If you would like us to look at a commission please email us or call 01491 575275.
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How do I get regular updates about new products?

If you register with Fenella, we will keep you up to date with new products and offers. We won’t bombard you though we know it can get annoying to be sent too many e mails! 
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How should I care for my Fenella Smith Ware?

Our pottery and glass is dishwasher and microwave oven safe. We suggest you use a lower temperature setting to maintain the appearance of the product.
If you click on the tab marked Specification on the website page detailing the product, you will see more detailed care instructions specific to that product.
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What happens if I join the mailing list, will my details be given to Other Organisations?

We will most certainly NOT sell or pass your details onto any other organisation.
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Can I sell Fenella Smith products in my shop?

Please contact wholesale@fenellasmith.com with some details of your store, where you are based and how you found out about Fenella Smith and we will get back to you.
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