FAQs
Welcome to The Trident Pottery FAQs. Here you can find answers to common questions about our products, orders, shipping, returns, refunds, damaged items, and customer support.
Orders & Shopping
Q: What products do you sell?
A: We offer decorative pottery and ceramic products, including ceramic figurines, decorative bowls, ceramic wall décor, ceramic planters, and other decorative ceramic pieces.
Q: Is thetridentpottery.com your official online store?
A: Yes. thetridentpottery.com is the official online store of The Trident Pottery.
Q: Can I change or cancel my order?
A: Please contact us as soon as possible if you need to change or cancel an order. We may be able to make changes before the order has been processed or dispatched.
Q: What information should I provide when contacting you about an order?
A: Please provide your full name, order number, and the email address used when placing the order.
Shipping & Delivery
Q: Where do you deliver?
A: We currently deliver within the United Kingdom only.
Q: Do you offer international shipping?
A: No. We do not currently offer international shipping.
Q: How much does shipping cost?
A: Orders of £250 or more qualify for FREE UK Shipping. Orders under £250 are charged a £9.99 flat shipping rate.
Q: How long does order processing take?
A: Orders are normally processed within 0–1 business day, Monday to Friday.
Q: How long does delivery take after dispatch?
A: The estimated transit time is 2–3 business days.
Q: What is the estimated total delivery time?
A: The estimated total delivery time is 2–4 business days, including processing and transit time.
Q: What is your daily order cut-off time?
A: Our daily order cut-off time is 5:00 PM UK time.
Q: Will I receive tracking information?
A: Yes. Tracking information will be provided where available after your order has been dispatched.
Q: Why has my tracking information not updated yet?
A: Courier tracking systems may take some time to update after dispatch. Please allow a reasonable amount of time for new tracking information to appear.
Q: What happens if there is a delivery delay?
A: Delivery may occasionally be affected by courier disruptions, UK public holidays, severe weather, high delivery volumes, or other circumstances outside our reasonable control.
Q: What should I do if my tracking says delivered but I cannot find my parcel?
A: Check around the delivery location, with other household members, nearby neighbours where appropriate, and any delivery information provided by the courier. If you still cannot locate the parcel, please contact us for assistance.
Returns & Refunds
Q: What is your return period?
A: We offer a 30-day return period starting from the date your order is delivered.
Q: What condition should a returned product be in?
A: Products should normally be unused, in their original condition, and returned with any original parts or packaging supplied with the product where applicable.
Q: Do you charge a restocking fee?
A: No. Our restocking fee is 0%.
Q: Who pays for change-of-mind return shipping?
A: Customers are normally responsible for the return shipping cost for change-of-mind returns.
Q: Who pays for return shipping if the product is damaged or incorrect?
A: If you receive a damaged, faulty, defective, or incorrect product, we will provide an appropriate return solution in accordance with our Return & Refund Policy and applicable UK consumer law.
Q: Can I return a used or damaged ceramic product?
A: A change-of-mind return may not be accepted if the product has been used, chipped, cracked, scratched, altered, or damaged after delivery.
This does not affect your statutory rights if the product arrived damaged, faulty, incorrect, or misdescribed.
Q: How long do refunds take?
A: Approved refunds are normally processed within 14 business days after the returned product has been received and inspected.
Q: How will I receive my refund?
A: Approved refunds are issued to the original payment method used for the purchase.
Q: Can I exchange a product?
A: Eligible products may be exchanged depending on the circumstances and product availability. Please contact us before returning an item.
Damaged, Faulty or Incorrect Products
Q: What should I do if my ceramic product arrives damaged?
A: Please contact us as soon as possible and provide your order number, a description of the issue, clear photographs of the product, and photographs of the packaging where possible.
Q: Should I keep the packaging if my product arrives damaged?
A: Yes. Please keep the product and all packaging until we have reviewed your enquiry.
Q: What happens after I report a damaged product?
A: We will review the information provided and offer an appropriate solution depending on the circumstances. This may include a replacement, exchange, or refund.
Q: What should I do if I receive the wrong product?
A: Contact us with your order number and clear photographs of the item received. We will review the issue and provide an appropriate solution.
Product Care
Q: How should I care for ceramic products?
A: Ceramic and pottery products should be handled carefully. Place them on secure surfaces and avoid dropping, knocking, or exposing them to unnecessary impact.
Q: Can ceramic products chip or crack?
A: Ceramic products can be fragile and may chip or crack if dropped, knocked, or handled improperly.
Q: How should I store my ceramic products?
A: Store ceramic products in a secure location where they are protected from accidental impact, falls, or other potential damage.
Physical Store & Online Store
Q: Do you have a physical store?
A: Yes. Our physical business address is:
The Trident Pottery
84 Caledonian Rd
London N1 9DN
United Kingdom
Q: Is your website connected to your physical business?
A: Yes. thetridentpottery.com is the official online store of The Trident Pottery.
Q: Should I contact you before visiting the physical location?
A: Yes. We recommend contacting us first if your enquiry relates to product availability, a return, an order, or another in-person matter.
Customer Support
Q: How can I contact The Trident Pottery?
A: You can contact us using the following details:
Email: support@thetridentpottery.com
Phone: +44 20 7278 2698
Q: What can I contact customer support about?
A: You can contact us regarding product information, orders, delivery, tracking, returns, refunds, damaged products, incorrect items, or general customer service enquiries.
Q: What should I include in an order-related enquiry?
A: Please include your order number and a brief description of your enquiry so we can assist you more efficiently.
Business Information
Q: What is your business name?
A: Our business name is The Trident Pottery.
Q: What is your business address?
A: Our business address is:
84 Caledonian Rd
London N1 9DN
United Kingdom
Q: What is your business email?
A: support@thetridentpottery.com
Q: What is your business phone number?
A: +44 20 7278 2698
Q: What is your official website?
A: thetridentpottery.com is the official online store of The Trident Pottery.