Questions, answered properly

No. Checkout works without one, and we do not create an account for you afterwards unless you ask. If you would like your order history kept somewhere you can see it, email us and we will send it.

Yes, if it has not been picked. We pack twice a day, at 1pm and 4.30pm, so the honest answer is that it depends on when you write. Email straight away and we will catch it if we can; if it has already gone, treat it as a return and we will cover the postage.

We do — call 020 7946 0119 during office hours. It is genuinely one of us answering, and we can talk you through sizes and finishes if you would rather not guess from photographs.

Every order can go out with a hand-written card and no prices anywhere in the box; add the message in the notes field at checkout. We do not charge for it and we do not use wrapping paper.

UK standard is tracked and takes two to four working days. Express before 1pm arrives the next working day. Full rates and international timings are on the shipping page.

Yes. European orders ship duties-paid so nothing is owed on arrival. Everywhere else ships tracked with duties payable locally, and we mark the customs declaration honestly, which occasionally costs you money and always saves you trouble.

Yes, from Bevenden Works in Hoxton, by appointment. Choose collection at checkout and we will email you a time. There is no shop counter — it is a working packing room — but you are very welcome in it.

Our courier leaves a card and attempts twice more, then holds the parcel at a local access point for a week. You can redirect to a neighbour or a shop from the tracking link, which is faster than telling us.

Thirty days from delivery, unused and in its original packaging, for a full refund. That sits on top of your statutory 14-day right to cancel under the Consumer Contracts Regulations 2013.

You do, unless the piece was damaged, faulty or not what you ordered — then we send a prepaid label and cover it entirely.

Photograph it in the box and email us. A replacement goes out the next working day where we have stock. Do not send the broken piece back; we do not need it and it will not survive the journey.

There is no fixed period, which is deliberate. Under the Consumer Rights Act 2015 goods must last a reasonable time, and for objects sold as lifetime purchases we take that seriously. If something fails in a way it should not have, write to us.

Six independent workshops across four countries, all named on the about page and on every product listing. We do not white-label, and we do not work with anyone we have not visited.

Because it is thrown, blown or woven by hand. Variation in colour, weight and dimension of up to five per cent is normal and is not a fault. If you need a matched set, tell us and we will pick from the same firing.

All of them. Every glaze we sell is lead- and cadmium-free and tested to BS 6748 for metal release. The unglazed exteriors on some vessels are vitrified stoneware, which is non-porous even without glaze.

Usually, but slowly — a single potter throwing to order means eight to twelve weeks is normal. Add your email to the piece on the shop page and you will hear the morning it lands.

Occasionally, for lighting and for larger vessels. It depends entirely on the maker’s diary rather than ours, so ask early and expect a straight answer about whether it is possible.

Unit 12, Bevenden Works, 14 Bevenden Street, London N1 6BH. It is a converted furniture works off Hoxton Square, and it holds the office, the archive and the packing room.

Not our own. There is a small showroom at the studio you can book, and eleven independent stockists across the UK and Ireland listed on the stockists page.

Email trade@formegoods.co.uk or use the form at the bottom of the stockists page. We take on a handful of new shops a season and we are candid about why when we say no.

As little as possible. The privacy policy sets out exactly what is collected, why, and how long it is kept. We do not sell data and we do not run advertising cookies.