FAQ's - Pure Table Top
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FAQ's

Last Updated September 2022

Can I cancel my order?
Changed your mind? You have the right to cancel your order as long as you do so no later than 14 days after the day on which you receive the goods or service. To cancel your order please contact our customer services team on 01164 782928 or email [email protected]

Can I amend my order?
Unfortunately, once an order has been processed, we are unable to make any amends. To discuss cancelling your order, please contact our customer services team on 01164 782928 or email [email protected] and they will be happy to help.

When will I be charged?
You will be charged for your items at the point the order is accepted, and the goods are dispatched. You will receive an order acknowledgement via email confirming your order and payment.

How much is delivery?
We offer free delivery for all orders over £40; Orders under this amount will incur a flat-rate delivery fee of £4.50 for standard delivery and £6.00 for next day delivery. We reserve the right to charge for additional shipping for Northern Ireland, the Highlands and rural postcodes. If you have any questions around delivery charges, please contact our customer services team on 01164 782 928 or via email at [email protected]

How long will it take for my order to arrive?
The estimated delivery time is 2-3 days from date of dispatch. Rural deliveries may take an extra 1-2 days depending upon the location. Please allow a few days extra for us to process your order during peak times such as public holidays, promotional events and during seasonal delivery periods.

Can I specify a delivery time slot?
Unfortunately, we can't select or specify an exact time. To check the status of your order, simply login to your account, or check your shipping confirmation email, to monitor its progress.

Where is my order?
To check the status of your order, simply login to your account, or check your shipping confirmation email. The estimated delivery time is 2-3 days from date of dispatch. Rural deliveries may take an extra 1-2 days depending upon the location. Please allow a few days extra for us to process your order during peak times such as public holidays, promotional events and during seasonal delivery periods.

What happens if my order arrives damaged or with items missing?
We hope everything in your order arrives in perfect condition, but if for any reason good are received damaged we will be happy to assist you. Please notify our customer services as soon as possible after receipt on 01164 782928 or email [email protected]. Please retain your damaged product and packaging in case inspection is requested by our carriers.

Can I pay by cheque?
We do not currently accept cheques as form of payment.

Where do I enter a promotional code?
You can enter any promotional codes in the Coupon Code box which appears on the shopping bag page. Enter your code, click apply and if discount is applicable, it will be shown in the shopping bag total.

Can I use more than one promotional code in my order?
Unfortunately not. They also cannot be used in conjunction with any other offer, or on top of items that have already been discounted such as sale and outlet products.

Can I use a promotional code after I have placed an order?
Unfortunately, once an order has been processed, we cannot amend it. Promotional codes must be applied before an order is confirmed.

How long do I have to return my order?
Please ensure all items are returned to us unused and in their original packaging within 14 days of purchase.

How will I know you have received my return?
As soon as your return has been scanned into our warehouse, we will send you an email to confirm.

I purchased an item from a stockist, can I return to Pure Table Top?
If you have purchased items from one of our stockists (whether online or in store) and would like an exchange or refund, please check the returns policy of the stockist you bought the item from and contact the stockist directly.

I have forgotten my password, what do I do?
On the sign in page, please click the 'Forgotten your password?' link. Please enter your email address and a new password will be sent to you. You will then be prompted to set up a new password of your choice.

Do I need an account to shop online?
No, once you proceed to checkout you will have the option to checkout as guest. This means you can shop without having to set up an account.

How secure are my details?
Your privacy is of the utmost importance to us. At Pure Table Top we take every step to keep your information private and safe, and all transactions occur in a secure area of our site so that you can buy online with confidence.

I want an item that’s sold out, can I still purchase it?
Unfortunately, if an item shows as sold out/not available on our website, you will not be able to purchase it online. However, we do regularly update our stock online so checking back on the website is recommended.

Do you offer any gift wrapping or gift card services?
We don't currently offer gift wrapping, however we are constantly looking for ways to improve our services and website features, so keep checking back for more information and updates.

Is VAT included in the prices I can see online?
Yes, all of our prices include VAT.

Why is there some colour variation in my products?
Although we strive for 100% consistency across our products, the many variables within the manufacturing process mean it is not uncommon to find slight variations in colour across different glazes. This can be found more within reactive glazes where the reaction is impossible to control fully. The nature of this result reflects the beauty of our handcrafted products and means each piece remains unique.

Can I sell Pure Table Top products in my shop?
All our beautiful products are available to stock. To discuss curating your collection, please contact us at [email protected].

What is Pure Table Top’s stance on sustainability?
At Pure Table Top, we care about the way we do business. That’s why we are pulling our socks up and holding ourselves, and our industry, accountable. We all have a responsibility to our planet and everything in it. So whatever we do - from our supply to our value chains - we work to design, manufacture, and promote homeware products that are elegant, innovative and responsibly sourced.

We’re not perfect. But we’re on an exciting journey of sustainable transformation to do better. To find out more about our sustainability journey, take a look at Our Impact page here.

We don't currently offer gift wrapping, however we are constantly looking for ways to improve our services and website features, so keep checking back for more information and updates.

What is your cookie and privacy policy?
Please see our full cookie and privacy policy here.

I have a press enquiry, who can I contact?
For all Press Enquiries, please email [email protected] or visit our Press Office here.

Contact
Tugby Orchards, Wood Lane, Tugby, Leicestershire, LE7 9WE
T 01164 782928
E [email protected]
Company registered at The Cherry Shed, Tugby Orchards Wood Lane, Tugby, Leicester, England, LE7 9WE
Company registered number 08945856
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Tugby Orchards, Wood Lane, Tugby, Leicestershire, LE7 9WE
T 01164 782928
E [email protected]
Company registered at The Cherry Shed, Tugby Orchards Wood Lane, Tugby, Leicester, England, LE7 9WE Company registered number 08945856
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