Shipping and Delivery Policy
Shipping Policy
All orders are processed within 3 to 10 business days after receiving your order confirmation email.
If your order is urgent or you need your order by a certain date, please contact us and we will do our utmost to meet the deadline or let you know if this is not possible.
Some repeat items may be out of stock at the time of order, we will contact you within 24 hours and inform you of the likely delay. We will offer a full refund if the timeline is not suitable.
Free Local Delivery and Click and Collect
Free local delivery to Ballycastle.
For orders over £50, free local delivery to Cushendun, Coleraine, Castlerock, Portstewart, Portrush, Ballymoney.
Click and collect can be arranged from the Gallery in Ballycastle or a specific point in Coleraine.
UK orders
We use 48 hours signed for guaranteed delivery.
For all orders under £50, standard charge for shipping to the UK is £12.
Free shipping for orders over £50 to the UK.
Free local delivery to Ballycastle.
For orders over £50, free local delivery to Cushendun, Coleraine, Castlerock, Portstewart, Portrush, Ballymoney.
International orders
We use a courier service requiring a signature. Delivery from time of shipping can take between 1 to 4 weeks depending on the country and courier.
Shipping rates to Europe:
Rates will be charged based on the weight of the package.
|
0-100 g |
£12.00 |
|
101-499 g |
£15.00 |
|
501 - 1000 g |
£35.00 |
|
1001 - 2000 g |
£65.00 |
|
2001 - 5000 g |
£85.00 |
As we are based in Northern Ireland, our understanding is that no extra taxes will be charged to our European customers.
Shipping rates to North America
From experience, it can take up to 4 weeks for the parcel to arrive.
|
0-100 g |
£12.00 |
|
101-499 g |
£25.00 |
|
501 - 1000 g |
£50.00 |
|
1001 - 2000 g |
£65.00 |
|
2001 - 10000 g |
£150.00 |
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. The Puffin Gallery is not responsible for these charges if they are applied and are your responsibility as the customer
At this time, we only ship to the UK, the EU and North America. We welcome enquiries from New Zealand and Australia. Please contact us if you wish to place an order and would like a shipping estimate.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 30 days (international orders) or 72 hours (for UK orders) of receiving your shipping confirmation email, please contact us at support@thePuffinGallery.com with your name and order number, and we will look into it for you.
Refunds, returns, and exchanges
We want you to be satisfied with your purchase, we welcome enquiries by email or video conference in order to answer any queries you may have. Please do not hesitate to contact us to arrange a video call so that you may see the product you wish to purchase in situ and discuss different options.
We will not accept returns for items which have been especially commissioned or items which can be worn (e.g. earrings) due to hygiene regulations.
We take extreme care in packing our items (we wrap ceramics in three layers of bubble wrap and cardboard each). Please take great care in unwrapping the item.
In the event that your order arrives damaged, please email us as soon as possible (within 24 hours of receipt) at support@thePuffinGallery.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at support@thePuffinGallery.com.