Assistance

How to Order:
  How to find a product?

Menu: Select shop, pattern and then a piece to view an individual item.

Quick Links: Select a pattern to view all items available.

Quick Links: Select a piece to view that item in all patterns where available.

Search: If you are interested in one type of item e.g. Dishes, type in Dish and see all the Dish available in all Patterns.
Delivery Information:
  As each piece is individually hand painted for each Internet customer we are unable to provide a despatch date.
All parcels require a signature upon delivery.
UK parcels currently carried by FedEx, Overseas parcels by DHL
Please ensure delivery address can accept and sign for parcels which are delivered during the working week between 9:00am and 5:00pm .
Only one delivery attempt is made, otherwise parcels need to be collected from the nearest depot.
Returns Policy:
  If for any reason your are not completely satisfied with your purchase you may return it to Poole Pottery within 14 days of receipt of goods and receive a full refund of the original purchase price.
Unless we have made an error or goods are faulty the refund will be exclusive of delivery charges.
Please fill out the returns form explaining the reasons for return. Upon receipt we will send instructions if applicable on returning your package.
Privacy:
  Data Protection and Privacy: Poole Pottery is dedicated to protecting your privacy. The information we collect on-line from our web site is only used to process and fulfil your order. Some information such as address and telephone numbers must be shared with a third party i.e. the Carrier who delivers the goods to you. We will not trade, rent or otherwise pass on your personal information to others. If you have registered on our mailing list we will from time to time make you aware of special offers and new items.
Copyright Information:
  Copyright: All images, data and visual designs remain the exclusive property of Poole Pottery and may only by used for personal use in the process of placing an order.
Terms and Conditions:
  Terms: The following terms and conditions apply to all transactions made on Poole Pottery's on-line shop. Please read them carefully and we suggest your print a copy for your records.

All products are subject to availability and can be withdrawn at any time.

If your order cannot be fulfilled we will inform you and suggest alternatives if available; alternatively we will offer a full refund.

Payment can be made by any major credit card or debit card. Payment will be debited to your account before the goods are dispatched. All prices are in Pounds Sterling.

Goods not delivered: We will make every effort to complete your order and ensure that your payment details are 100% secure. In the event that your goods are lost or damaged in transit please notify us by email: missing/damaged@poolepottery.co.uk.
Overseas Delivery:
  Customs Information

Customs forms for all international packages detail the value of the contents and give a description of the items. Any customs or import duties levied once the package reaches your country must be borne by you. Your local customs office can provide further information.
  VAT

VAT stands for Value Added Tax which is charged on most goods and services within the European Union. UK VAT, currently 17.5%, is included in all product prices displayed to the UK and EU customers on this web site.

Customers from addresses outside the European Union will not be subject to VAT, and the prices shown to such customers on the site exclude this charge. However, they may be subject to local taxes and customs charges (see customs information above).
Any Questions:

General Enquiries

Who owns Poole Pottery?
Since February 2007, Poole Pottery became part of Lifestyle Holdings. There are three decorative homeware companies in the group - Lifestyle Products, Royal Stafford Tableware and Poole Pottery. We offer a comprehensive range of innovative tableware and giftware in both traditional and contemporary styles. For further information, please log on to www.lifestyleholdings.co.uk

Where is Poole Pottery made?
Poole Pottery is still made in the UK and now has two locations - one in the South of England, and one in the Midlands.

In Poole we have the Poole Studio which you can visit and see our artists at work. You can see our well known master potter Alan White working at his wheel, as well as two of our designers Jane Brewer and Nicola Massarella. Within the studio is a shop for you to browse and select your purchases.

Our Midlands factory is in the heart of the Potteries, in Burslem, Stoke-on-Trent. It is here most of the internet orders will be made and personalised to your specification. Within this factory, we also have a factory shop where you can purchase Poole Pottery as well as Royal Stafford and Lifestyle Products.

Do you have factory shops?
Yes, we have two.

Within Poole, you will find our Poole Pottery Studio and shop. The address is: The Quay, Poole, Dorset BH15 1HJ. The opening times are: 9:00am to 5:30pm Monday to Saturday and 10:30am to 4:30pm Sunday.

Within Stoke-on-Trent you will find Poole Pottery within our Royal Stafford factory shop. The address is: Royal Overhouse Manufactory, Overhouse Street, Burslem, Stoke-on-Trent ST6 4EE. The opening times are: 9:30am to 5:00pm Monday to Saturday and during the summer months 10:30am to 4:00pm Sunday.

Does Poole Pottery have a Collectors Club?
Unfortunately the Collectors Club was closed prior to our ownership. However, we are currently working towards a new Collectors Club and will have news for you in the near future. Please keep checking this website, or if you send us an email expressing your interest, we will get in touch when the club is reinstated. Please send your email to enquiries@poolepottery.co.uk

Has anyone published a book about Poole Pottery's history?
Poole Pottery has been featured in many publications and articles over the years. A publication we would recommend to you is: Poole Pottery: Carter and Company and their successors 1873 - 2002 which is by Leslie Hayward. We feel this is a good review of the brand and its products and a good reference tool. It will be available through book stores and on line through sites like Amazon.

Does Poole Pottery have a catalogue?
We have released a catalogue to the trade for 2008, however the whole catalogue is on this website for you to review and order directly from.

I am a retailer, how do I become a stockist of Poole Pottery?
Can you please send an email through to us on sales@poolepottery.co.uk detailing your company, location and contact details. This will be forwarded to our sales team who will contact you in due course.

Product Enquiries

I have some Poole and need replacement items but can't find the design on your website. How can I buy what I need?
If the design or item you are looking for is not on our website, unfortunately it will no longer be in manufacture. We would like to recommend that you contact a replacement service who specialises in older Poole Pottery. They can be contacted on pottyaboutpoole@aol.com. Please send them an email detailing the items you are looking for.

I have a piece of Poole Pottery and would like to know its history.
Poole dates back to the mid 19th Century and has released many designs over the years. When we bought Poole Pottery in 2007, we were disappointed to learn that most of the archives were no longer available to us. However, we can recommend an excellent publication which will hopefully help you: Poole Pottery: Carter and Company and their successors 1873 - 2002 which is by Leslie Hayward. It will be available to purchase through book shops and online through sites like Amazon.

Can I personalise an item of Poole Pottery for a gift?
Yes. This is available when you order through the website. We will also supply a personalised certificate with all of our on-line purchases.

Is the charger plate supplied with wall fixings?
No. We have found that our customers prefer to select their own method of displaying the plaques. However, to hang it on the wall the charger plate has two holes on the back well which enable you to attach picture wire.

Order Enquiries

How long will my order take?
On receipt of your order and payment, we start to manufacture your Poole Pottery specifically for you. Each piece is made by hand and often has several firings to achieve the final product. Depending on your selected design, this process can take between 4-6 weeks to complete and be with you.
Certificate of Authenticity
  Our on-line shopping experience offers a unique and exclusive opportunity to obtain a Certificate personally signed by the artist that paints your selected item; in addition up to three initials can be included on the base of the items (excluding Miniatures) for added pesonalisation.
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