Shipping & Delivery Policy

At ShopPotters, we take pride in ensuring your order arrives safely, securely, and as quickly as possible. Below you'll find everything you need to know about our delivery services, timescales, and what happens if there is a delay with your order.

Delivery Charges

Delivery is free on UK orders of £99 or more. A delivery charge applies to orders below this threshold.

For orders under £99, a delivery charge will apply and will be calculated at checkout based on the size, weight, and packaging requirements of your order.

Some products supplied directly by third-party partners may incur an additional delivery charge. Where applicable, this will be clearly displayed before you complete your purchase.

Order Processing & Dispatch

Most orders are processed and dispatched within 5–7 working days, although many orders leave us sooner.

Some products may require additional preparation time, be made to order, or be sourced directly from a supplier. In these cases, dispatch may take longer than our standard processing timeframe.

If an item is temporarily out of stock or subject to an extended lead time, we will contact you with an estimated dispatch date. Should you prefer not to wait, you will have the option to cancel your order for a full refund.

Delivery Times

Once dispatched, orders are typically delivered within 7–14 working days.

Please note that delivery times are estimates and can occasionally be affected by factors outside of our control, including courier delays, peak seasonal periods, adverse weather conditions, or supplier-related delays.

Express Tracked (Non-Bowls Orders)

Express Tracked is our expedited delivery option for non-bowls orders, with orders normally arriving within  2–3 working days from dispatch.

For same-day dispatch, your order must be placed and fully confirmed  before 1:00pm (UK time), Monday to Friday.

Orders placed after 1:00pm will be processed and dispatched on the next working day.

Working days exclude weekends and UK public holidays.

Please note that delivery times are estimates and may occasionally be affected by delays within the courier network that are outside ShopPotters' control.

Express Tracked Bowls Delivery 

Express Tracked is our expedited delivery service for bowls orders, using  Parcelforce 24 Tracked, and is available for an additional £15.

Once dispatched, your bowls should arrive within approximately 2–3 working days. You will receive a Parcelforce tracking number once your order has been collected.

Ready to Ship Bowls: To qualify for same-day dispatch, your order must be placed and fully confirmed before 1:00pm (UK time) on a working day. Orders received after 1:00pm will be processed and dispatched on the next working day.

Custom Bowls: Express Tracked does not reduce the manufacturing lead time for custom bowls. Once your bowls have been manufactured and received at Potters Resorts, our team will contact you to confirm that you are home and happy for us to dispatch them. They will then be sent using Parcelforce 24 Tracked.

If you require your bowls by a specific date, please contact ShopPotters on 0330 320 7403 before purchasing the Express Tracked upgrade so that we can confirm whether your required delivery date can be met.

Working days are Monday to Friday and exclude weekends and UK public holidays. Orders dispatched on a Friday should not be assumed to arrive on Saturday unless a specific Saturday delivery service has been arranged.

Please note that delivery times are estimates and are not guaranteed. Once your parcel has been collected by Parcelforce, delays within the courier network can occasionally occur which are outside ShopPotters' control. However, our team will always assist with tracking and investigating delayed deliveries where required.

Potters Exclusive Merchandise

All Potters Exclusive merchandise is made to order specifically for you once your order has been placed.

As these items are produced to order, they require additional production time before they can be dispatched. Whilst our standard delivery timeframe is up to 15 working days, Potters Exclusive merchandise may take longer to be produced and delivered.

If your order contains Potters Exclusive merchandise, please allow additional time for dispatch and delivery. Delivery times may vary depending on the product and destination.

Where an order contains both standard stocked items and Potters Exclusive made-to-order items, these may be dispatched separately and may arrive at different times.

We appreciate your patience and understanding as we create your Potters Exclusive merchandise especially for you.

Delivery Partners

We primarily use Royal Mail  for UK deliveries to provide a reliable and secure service.

For larger items or products shipped directly from manufacturers or suppliers, we may use alternative courier services to ensure the most efficient delivery possible.

Delayed or Missing Deliveries

If your order has been dispatched but has not arrived within 15 working days from the dispatch date, please contact our customer service team.

At this point, we will open an investigation with the relevant courier. In line with UK consumer regulations and courier procedures, we must allow the delivery provider sufficient time to complete their investigation before arranging a replacement or issuing a refund.

We will keep you informed throughout the investigation process and provide updates as soon as they become available.

If the courier confirms that your parcel has been lost, or the investigation concludes without locating the shipment, we will arrange either:

• A replacement item, subject to availability; or
• A full refund to your original payment method.

Contact Us

If you have any questions regarding your delivery or require an update on an existing order, please contact our customer service team and we'll be happy to help.