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

FREE UK delivery on orders over £99.

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.

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.