Delivery, Exchanges and Returns
Shipping and Delivery
Order Cut-off, Delivery Times and Postage
Processing Time
We endeavour to ship your order within 24 hours, however please allow up to 2-3 working days for order to be processed before being shipped.
Orders made from Monday to 1pm Thursday
Usually processed and shipped in 24 hours, latest despatch is Friday before 10am.
Orders made between 1pm Thursday to Sundays
Orders will be processed the following Monday onwards.
Delivery Times by Despatch Days
- Mondays to Thursdays: delivered next day by 1pm.
- Fridays: delivered Monday by 1pm.
- Fridays with purchase of Saturday Delivery service: delivered Saturday by 1pm.
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 for orders £90+
Postage for delivering within the UK is FREE for orders £90+. Otherwise, the postage is £7.95 for weekday deliveries.
Saturday Delivery for additional £6.70
If you're looking to receive the order on a Saturday, you'll need to order by Thursday 1pm and purchase a £6.70 Saturday Delivery Service. 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, Returns and Cancellations
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.
Please note that if you change your mind, you are responsible for return postage and following returns and packaging instructions.
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 receive a refund and avoid unnecessary deductions, 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.
- Documented with photo evidence according to instructions included in your delivery box
- Packaged according to instructions for damage-free shipping
- Returned using the Royal Mail Special Delivery Next Day 1pm shipping service, purchased by you from Susurri
You'll receive a refund normally within 14 days after the product is returned to us even if loss/damage happens in transit.
Cancelling an Order
Susurri gently asks that you make a considered and committed purchase. The store is very grateful for your support.
If you change your mind, orders can be cancelled within an hour after you place the order.
Cancellation requests received after this point cannot be guaranteed, and if order is fulfilled a £15.95 return shipping cost will be incurred on the buyer's part.
Cancellations within the 1-hour window
There are two routes where this can be completed.
- In your customer account
- Via the Order Confirmation email sent by Shopify
Cancellations after the 1-hour window
It's best to request cancellations before 1pm the day after you place an order. Orders will begin to be processed for shipping after this point.
Cancellations made after the 1-hour window cannot be guaranteed and return charges may be incurred.
Please
- Use the circular Chat function on the bottom right of the website to make this request.
- Have your order confirmation email and order number ready.
Cancellations after order shipping
Shipped orders cannot be cancelled or recalled. They will be treated as a return, with return costs being the buyer's responsibility in order to get refunds.
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 £15.95. 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
Susurri Shop takes great care to photograph the products at every angle to represent imperfections intentionally made by artists, as well as marks made through pre-owned usage.
The Shop also takes multiple measurements so you know what you are getting.
Finally as the shop owner I conduct my own research on each artist's process, and try to tell each vessel's story through a curator's perspective.
I highly recommend
- Doing your own research on each artist's portfolio of work to understand their signature aesthetics and glaze colouring.
- Booking a viewing service in London if you're local.
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.
The following are scenarios of faultiness and misrepresentation where Susurri Shop will pay for your return postage and provide a full refund:
- On arrival, vessel has more damage or marks than photographic representation, for example cracks, chips or breakage due to transit
- The surface decoration and form deviates significantly from photographic representation
- Structural fault that affects safe or intended use. For example, a hidden crack causing leakage that is not visible in the photos or description.
- Significant size discrepancy, for example by more than 5mm
- Wrong item sent
- Missing components explicitly mentioned (For example storage box, biography, matching saucer)
The following are not considered faults. Returns made for the following reasons means the buyer needs to pay for return postage.
- Colour variation of vessel due to our viewing devices being different.
- Intentional Imperfections as made by artist, represented in photography
- For pre-owned items, usage marks already indicated in photography
How to initiate an exchange or refund
Your order comes with exchange and return instructions and a care guide.
Should you change your mind, you can request for a refund, or exchange for a different product and pay/receive the price difference.
Ways to Request Exchange or Refund
There are 2 options to request an exchange or refund.
- Option 1: Look for your Order Confirmation Email, and click on View Order.
- Option 2: Sign-into your Customer Account and click on for Orders in the menu. Find the order you want to return.
Each order will have its own Request Return button. Click to start the process.
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, or damage due to inadequate packing, or using an inadequate courier.
2. Thorough photographic evidence of item condition
Please provide the following proofs of evidence when you make a refund request, using thorough videos and photos:
- Product condition when you receive and open the parcel. This should include the packaging on arrival.
- Unused and unwashed product.
- Product after being packaged for return.
3. Paid return postage using specified delivery method
Susurri offers a return delivery method covering 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. Damage due to using inadequate shipping method will lead to deductions to your refund, up to the full amount.
Gift Cards
Gift Cards expire within a year.
No refund in whole or in part are available for gift cards.
Customer Support
Can't find answers to your query?
I have tried to be thorough and clear in these 2 articles to cover answers to important topics.
If they can't help your query, please use the circular Chat function floating to the bottom right of this website. This is the fastest method to get help. I am happy to help answer questions you have if you want to order something. As a small team The Shop does not answer Exchange or Return queries by email or on our social channels.
Treating humans well and a Zero Tolerance to Abuse Policy
Susurri Shop is a one‑person, independent gallery business. Respectful communication is essential.
While strong feelings can arise around orders or deliveries, abusive, threatening, discriminatory, or harassing language or behaviour towards the shop or any individuals associated with it will not be tolerated. If this occurs, communication may be stopped, orders may be cancelled and refunded where appropriate, and future orders may be declined.