Terms of service

Last Updated: September 2025.

Welcome to Bertie&Rae. By purchasing handmade ceramics from our website, you agree to follow our terms and conditions. Please read them carefully before placing an order.

 

1. General Information

This website is operated by Bertie&Rae. Throughout the site, “we,” “us,” and “our” refer to Bertie&Rae.

By visiting our site and/or purchasing something from us, you agree to be bound by these Terms of Service.

 

2. Products

All ceramics are handmade, so each piece is one of a kind. There will be slight variations in colour, size and finish, which makes each piece perfectly unique. 

Product descriptions and photos are provided as accurately as possible, but we cannot guarantee that your device’s display of colours is fully accurate.

 

We offer customised options to make your products personal to you. Each item can be customised with a selection of motifs or hand painted artwork. You can also personalise with text of your choice, from messages of support to rude jokes, all are welcome!

 

If you wish for something not listed on our website, please email us to see if your request is possible.

 

3. Perfectly Imperfect

Each item is handmade and subject to variations, and we believe there is beauty in imperfection, however sometimes items don't quite pass our quality control. These may have slight imperfections in size, glaze or shape. Products will be added to the website as "perfectly imperfect’ and sold with the knowledge of slight extra charm.

This category of products are sold with no returns or exchanges. They will still be food safe.

 

If you have ordered a custom item and it does not meet our standards, we will contact you as soon as possible to discuss the options.

 

4. Orders & Payment

Orders are only confirmed once full payment is received.

Prices are listed on the website against each individual item. 

Payments must be made using the methods provided at checkout.

 

All prices shown are in GBP (£) and may change without notice.

 

5. Shipping & Delivery

Our system will provide an estimate delivery time during checkout. While we aim to meet these timelines, as a small team, delays occasionally occur. Shipping costs are calculated based on the size of your order and added at checkout.

Delivery is available across the UK. 

 

Delivery times are estimates only; we cannot guarantee courier/postal times.

Customers must provide accurate delivery details.

 

If your order contains ready made and custom made products, these will all be shipped once the custom order is complete. If you would like the ready made items sooner, please order these separately.

 

6. Returns & Refunds

 

Please refer to our Refund Policy for details on returns, exchanges, and damaged items.

Custom or personalised items are non-refundable unless faulty.

 

7. Liability

We are not liable for postal delays or events outside our control.

Our liability is limited to the price of the product purchased. 

We are not liable for any harm or damages related to the purchase or use of our products.

 

8. Governing Law

 

These Terms shall be governed by and interpreted according to the laws of England & Wales.

 

9. Privacy

Your details are used only to process and deliver your order. Please see our Privacy Policy.

 

10. Changes to Terms of Service

Bertie&Rae reserves the right to update these terms at any time.

 

11. Contact Information

 

Questions about the Terms of Service should be sent to us at:

📧 hello@bertieandrae.co.uk