Legal & Customer Information

Ordering and payment

The price shown on each product page is the price for the item. Any delivery charge is shown separately before you complete your order.

Payment is handled securely through Wix checkout and the payment methods offered there. I do not receive or store your full payment card details.

If I am unable to fulfil an order, I will contact you and refund any payment that has been made.

Handmade ceramics

The ceramics sold here are handmade and, where stated, raku fired. Raku firing naturally produces variation in glaze, crackle, smoke marks and colour.

Individual pieces will therefore have their own character and will not be completely identical to another piece from the same batch or to photographs of another piece.

This natural variation does not affect your statutory rights if an item is faulty, damaged, not as described or otherwise does not meet the standards required by consumer law.

Pre-orders

Items marked as pre-order are not ready for immediate dispatch.

The current Christmas collection is being made as a small batch and will be dispatched in early December 2026. By placing a pre-order, you agree to this dispatch timetable and understand that delivery may take place more than 30 days after purchase.

If that timetable changes materially, I will contact you. You can choose to continue with the order or cancel it for a full refund.

You can also cancel a pre-order for a full refund at any point before it has been dispatched.

Delivery

I currently deliver physical orders within the United Kingdom only.

Delivery charges are based on the volume of the order. Delivery is priced from the amount shown in the shop, with the applicable charge shown before you complete your order.

Once an order has been dispatched, delivery time depends on the delivery service being used. If an order appears to have been lost or significantly delayed, please contact me.

Responsibility for the goods remains with RAKU CERAMICS until they have been delivered to you or to someone you have nominated to receive them.

Cancellation before dispatch and returns

If you change your mind before your order has been dispatched, please email contact@rakuceramics.co.uk as soon as possible with your name and order number. If the order has not yet been dispatched, I will cancel it and refund the payment made.

If your order has already been dispatched, this does not remove your normal cancellation rights for an online purchase. For most goods bought online, you can tell me that you wish to cancel up to 14 days after you receive the goods. You then have a further 14 days to send the goods back.

Unless the item is faulty, damaged or incorrect, you are responsible for the direct cost of returning it. Please package ceramics carefully. You may be responsible for any reduction in value caused by handling beyond what would reasonably be necessary to examine the item.

Where the whole order is cancelled, any refund due will include the cost of the standard delivery option originally charged. Any additional amount paid for an enhanced delivery method does not have to be refunded.

Refunds will be made within the period required by law once the returned goods have been received, or you provide evidence that they have been sent back.

Bespoke and personalised work

The normal change-of-mind cancellation right does not generally apply to goods made specifically to your requirements or clearly personalised for you.

If you commission a bespoke or personalised piece, any particular terms will be agreed before work begins.

This does not affect your rights if the finished item is faulty, damaged or not as agreed.

Damaged or faulty ceramics

If something arrives damaged, please contact me as soon as reasonably possible at contact@rakuceramics.co.uk.

Photographs of the item and packaging are helpful when resolving damage in transit, but providing photographs does not remove any statutory rights you may have.

Goods must be of satisfactory quality, fit for their normal purpose and as described. These rights are separate from the change-of-mind return process above.

Gift cards

RAKU CERAMICS eGift Cards are delivered electronically by email and are valid for 24 months from the date of purchase.

If you have a problem receiving or using a gift card, contact contact@rakuceramics.co.uk.

Nothing in the gift card terms affects any statutory rights that apply to the purchase.

Privacy

David Stubley trading as RAKU CERAMICS is the data controller for personal information collected through this website and through direct enquiries.

I may collect information such as your name, email address, billing and delivery address, telephone number where you provide one, order information, correspondence, and information needed to deal with an enquiry or commission.

I use this information where necessary to respond to enquiries, process and fulfil orders, provide customer support, maintain appropriate business and accounting records, protect the website and checkout process, and comply with legal obligations.

Depending on the circumstances, the lawful basis for this processing may be performance of a contract, taking steps before entering into a contract, compliance with a legal obligation, legitimate interests in operating and protecting the business, or consent where you choose to enable optional analytics.

Who information is shared with

Personal information is shared only where reasonably necessary to run the website, take payment, fulfil an order or meet legal obligations.

This can include Wix, payment providers such as Stripe or PayPal, delivery providers used to send your order, Google where you choose to enable Google Analytics, and professional advisers or public authorities where information must legitimately be provided for accounting, tax or legal purposes.

Payment providers handle payment card processing. I do not receive or retain your full card details.

I do not sell customer personal information.

How long information is kept

Order and accounting records are retained for as long as they are required for business, tax, accounting and legal purposes.

General correspondence and enquiries are kept only for as long as reasonably needed to deal with the enquiry and any related follow-up.

Google Analytics event and user data retention is set to 2 months.

Your data rights

Depending on the circumstances, you may have rights to ask for access to your personal information, correction of inaccurate information, deletion or restriction of information, objection to certain processing, or a copy of certain information in a portable format.

You can contact me about your personal information at contact@rakuceramics.co.uk.

If you are unhappy with how your personal information has been handled, you also have the right to complain to the Information Commissioner's Office.

Cookies and local browser storage

This site runs on Wix. Wix may use cookies and similar technologies that are essential for security, fraud prevention, stability and core site or checkout functions.

The gift card purchase flow also uses local browser storage to maintain the Wix session needed to open and use secure checkout.

I use Google Analytics 4 only if you choose to allow optional analytics. It helps me understand, at an aggregate level, how this website is used and which pages are useful to visitors.

Until you make that choice, or if you select "No thanks", the Google Analytics tag is not loaded and Google Analytics cookies are not set by this site.

If you enable analytics, Google Analytics uses analytics storage and a browser identifier to report information such as sessions, page views and traffic sources. Google Signals, advertising personalisation, User-ID, user-provided data collection and granular location and device data collection are disabled.

I do not use Google Analytics for advertising, remarketing or profiling. You can change your analytics preference at any time below. Your choice is stored locally in your browser so the site can remember it.

Seller information

RAKU CERAMICS is the trading name of David Stubley, a sole trader based in Stirling, Scotland.

Email: contact@rakuceramics.co.uk

The address above is provided as the geographical business address for RAKU CERAMICS. For ordinary enquiries, please contact me by email.