FAQs

How do I place an order?

First of all decide what you would like on your plate or tiles – it’s completely up to you! Think about anything you would like included in the design on the order form such as hobbies, interests, careers, pets, etc. Pictures or photographs can be useful if relevant – though if sending photographs by post remember to put your name and telephone number on the reverse. They will be returned to you with the completed plate. Once you’ve got your ideas together you can complete our printable order form if you would like to order by post with a cheque. Alternatively you can pay by credit card and use our online order form. We accept Visa, Mastercard and Switch. If you are purchasing from outside the UK, place your order and your credit card company will convert the transaction to your own currency. We do not charge for any item until it is ready to ship. Backordered items are not charged until they are shipped.

Can I pay by cheque?

Payment can be made via cheques issued from a UK bank account. Please print and complete this order form and send it with a cheque made payable to “Kate Glanville” to Kate Glanville Ceramics, Farmers, Bethlehem, Llandeilo SA19 9DW.
Please ensure you include the cost of any delivery charges when filling out your cheque.

How can the plates be displayed?

The plates are 27cm diameter and look lovely displayed on a shelf or dresser using plate stands or on a wall using plate hooks or self-adhesive hooks, all are available from good department stores or DIY shops.

How do I install my mural / tiles?

We always recommend that you use a professional tiler to install your mural or tiles. Tiles will be marked up and numbered on the back to assist with installation. We usually suggest a simple white grout to show off the tiles. Owing to the nature of the materials and the hand painted process, minor imperfections and colour variations are characteristic of the tiles. This adds to their unique charm.

Can I send to multiple addresses?

Yes, individual items of your order can be sent to different addresses. There will be a separate delivery charge for each different address. We can also gift wrap individual items.

Can I cancel my order?

It is sometimes possible to cancel an order if your order hasn’t already been prepared for despatch. If you wish to cancel an order, please contact us as soon as possible after placing the order to discuss.

Can I return my order if I’ve made a mistake in the spelling?

Because all Kate’s work is personalised unfortunately we cannot accept returns after they have been delivered if there is a mistake in the spelling. Kate carefully checks spellings as she produces her ceramics to avoid errors. We cannot emphasise enough the need to make sure you verify the spelling of names or messages when placing your order, if you get the spelling of a name incorrect there’s nothing we can do about it!

How long will it take for my order to arrive?

Orders will be sent out within 28 days by First Class Royal Mail. Please telephone if you need to discuss an urgent delivery – extra delivery charges may apply. Plates can be sent direct to the recipient – you will be asked if you would like to include a message on an accompanying greetings card in the online shop.

Can I specify a delivery time?

Please contact us to arrange a specific delivery time.

What should I do if my order arrives damaged or items are missing?

In the event of an order arriving broken or where there are items missing from your order please contact us as soon as possible. Please let us know within 7 working days if your order has been received damaged or with incorrect items.

What do I do if I’m unhappy with my order?

We want our customers to be satisfied with their order and the level of service they receive from us. If for any reason you are not completely happy, please get in touch as soon as possible and we will do our best to resolve the situation.

How do I get regular updates about Kate’s products or special offers?

Register your details with us and we’ll keep in touch with you about special offers and new products via Kate Glanville’s newsletter. You can also like Kate’s Facebook page for regular updates on what Kate is doing.

How do I care for my Kate Glanville Ceramics?

Our pottery is completely dishwasher and microwave oven safe – the design is integral to the piece and will never fade or wear away due to the high kiln firing to over 1000˚C. Our tiles are heat and scratch resistant and suitable for use behind cookers, in bathrooms, shower cubicles and in swimming pools. Minor imperfections and colour variations are characteristics of the ceramics and add to each piece or tile mural’s unique charm.

What happens if I join the mailing list, will my details be given to other organisations?

We value our customers and respect your privacy. We promise that any information we collect about you is held with the utmost care and your details will remain private and not passed to any third parties.

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