Cancellations and Returns
All of my pieces are handmade, but I do try to keep some items in stock. These will be sent within 4 working days of placing the order. Colour changes to items generally take up to 5 working days to be dispatched. Bespoke pieces will be agreed on an individual basis. Any time or date stated for delivery is an estimate only. If you require an item urgently for a special date or event please contact me as more often than not I can work to shorter time scales.
Delivery is free for certain items to all UK addresses and this is shown on checkout. Other goods are sent out using Royal Mail Tracked or Signed and Tracked depending which option is chosen at checkout.
Items are sent to overseas addresses via tracked delivery services, costs for this varies according to weight and any overseas orders must be confirmed with an email for a postal quote to be given. Please note that customers are responsible for all duties and customs charges.
Returns & Exchanges
If for any reason you are not completely satisfied with your online purchase and would like to exchange or refund then please email me. If returning the item is the only way forward then please return the item to me in its original, condition within 14 days of receipt. Alternatively, I am happy to offer an exchange or gift voucher within 14 days of purchase. Refunds are made via the same payment method you used online. Postage on returns is non-refundable.
Exempt from any exchange or refund are bespoke pieces and items that have been customised to a customer’s request.
If I find that the product has not been returned to us in fully resalable condition, I reserve the right to refuse a refund or exchange on the item. Please ensure that the items are safely packaged and returned to me using a signed for delivery service. I cannot be held responsible for items that are lost in transit whilst being returned to us.
In the case of exchanges, a re-delivery charge will apply of whatever delivery charge was made originally.
Please send your returned items to: Pia’s Panes, 2 Castlemains Cottages, Haddinton, Gifford, East Lothian, EH41 4PL