Delivery, Exchanges and Returns
Shipping and Delivery
Delivery Times and Postage
We use Royal Mail within the UK and orders are shipped with Tracking, Signature, plus guarantees for loss and damages for reasons due to transit.
Free Next Day Delivery: Postage for delivering within the UK is FREE for orders £90+. Otherwise, the postage is £15.45 for weekday deliveries.
Delivery Times: Please allow 1-2 days for order processing, but in most of the cases orders will despatch within the next working day and arrive the working day after before 1pm.
Cut-off time for next day delivery: 1pm is the cut-off time for despatching orders to be received the next working day.
Saturday Delivery: If you're looking to receive the order on a Saturday, you'll need to purchase the Saturday delivery service with additional shipping fee of £6.70. Without this add-on, Royal Mail will deliver on Mondays orders despatched on Fridays.
Scheduled Pick up in London and Final Sale
You have the option to pick up your order in person and do a thorough inspection, including testing with clean water which Susurri will provide.
Pick-up orders are usually ready in 1-2 days. We can hold the product for you for 4 weeks.
Instructions for scheduling an agreed pick-up date and time will be sent to your order email address after order is paid confirmed.
Please note that, after accepting the item through in-person inspection, the order becomes a Final Sale and no exchange or refund will be accepted afterwards.
The pick-up location is in a local café as Susurri Shop does not have a public, physical storefront. Brewed Online is not affiliated with Susurri Shop in any way.
Pick-up Location
Brewed Online
263 Green Lanes
Finsbury Park
London
N4 2UX
Google Directions
Exchanges and Returns
How the 14-Day Money Back Guarantee works
I hope you will be very happy with Susurri Shop's products. If not, Susurri offers a 14-day money back guarantee for online purchases.
You have
- 14 days from the day after you receive your order to tell us you’d like to cancel
- A further 14 days to return the items in line with UK consumer law.
To avoid deductions in the refund amount, the product must be
- Unused
- Unwashed
- In a resalable condition
- Accompanied by any other items shipped together with the order, such as tomboko storage boxes, artist bios, etc.
- Packaged according to instructions for damage-free shipping.
You'll receive a full refund normally within 14 days after the product is returned to us even if loss/damage happens in transit.
Buyer is responsible for return postage and following packaging instructions
Susurri offers a return delivery method that covers loss and damage during transit. It's Royal Mail's Special Delivery Guaranteed by 1pm which covers up to £750.
Return postage is £15.45. Provided you follow Susurri's packaging instructions, this service means it does not cost you even if
- Your order returns damaged due to inadequate transport
- Your order is stolen on doorstep
- The parcel is lost during delivery
Condition of your returned item and refund amount
If items are returned to us used (for example, mugs, cups or tea bowls that have been drunk from or washed), or otherwise show signs of wear, damage or inadequate packing in transit, we will make a reasonable deduction from your refund to reflect any loss in value.
Where use or damage means an item is no longer suitable for resale, this deduction may be significant, up to the full value of the item.
If an item is damaged in transit due to inadequate packing or use of an unsuitable service, we will make a deduction (partial or even full) from your refund to reflect the loss in value.
Faulty or misdescribed items
If an item arrives faulty or not as described, please contact us within 48 hours with photos.
In these cases we will arrange and pay for return postage or provide an alternative solution, and you will receive a full refund or replacement in accordance with your statutory rights.
How to initiate an exchange or refund
Your order comes with exchange and return instructions in the care guide.
Should you change your mind, you can request for a full refund by following the instructions, or initiate the process here:
What we need to quickly process a full refund
1. Item must be returned to us adequately packaged, and in resalable condition
The item must be in an unused and unwashed condition before you pack them for return delivery. You are entitled to carefully inspect your ceramics as you would in a gallery, but not to use them.
You are also responsible for packaging the products according to instructions. Royal Mail will not cover damages due to poor packaging practices. Please pack items with at least the same care and materials as your original delivery.
We will make a reasonable deduction from your refund to reflect any loss in value if items are returned to us used (for example, mugs, cups or tea bowls that have been drunk from or washed), or otherwise show signs of wear, damage or inadequate packing in transit.
2. Thorough photographic evidence of item condition
Please provide the following proofs of evidence when you make a refund request:
- Thorough videos and photos of product condition when you receive and open the parcel. This should include the packaging on arrival.
- Thorough videos or photos of unused and unwashed product.
- Thorough videos or photos of the product after being packaged for return.
3. Paid return postage using specified delivery method
Susurri offers a return delivery method that covers loss and damage during transit.
Upon your return request, we will send you payment instructions to receive a Return Label for Royal Mail Special Delivery Guaranteed by 1pm.
Please print and apply this label for your return shipping.
Gift Cards
Gift Cards expire within a year.
No refund in whole or in part are available for gift cards.