Delivery & Returns Policy

These terms and conditions apply to orders made on the Artisan Giftware website and are effective from Friday 8th January 2021 until further notice.

Dispatch & Delivery

Artisan Giftware Ltd currently only deliver to the UK.   We will process your order within two working days of receipt of cleared funds, if ordered before 3pm on a weekday.  We use Royal Mail or Hermes for our UK deliveries and this can take from one to five working days* for arrival from date of courier collection.  Please note all of our deliveries require a signature. (*working days may exclude weekends and local bank holidays depending on courier.)

In the unlikely event that any of the products are not in stock, delivery may be delayed. In this instance, we will keep you informed via email of the progress of your order.


At Artisan Giftware Ltd we want you to be delighted with your product(s) however should you decide you no longer want the purchased product(s) you can return it based on the following timescale.  Our returns policy lasts 14 days from the date you receive our goods.  If 14 days have gone by since your receipt of the item, unfortunately we can’t offer you a refund or exchange unless the product is faulty.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, un-opened.  We also must email us to advise us of your planned action.

Several types of goods are exempt from being returned such as food/treats, earrings (due to health reasons), personalised items, customised items, gift cards and sale/clearance items.  To complete your return, we require a receipt or proof of purchase.

We would like to advise you to obtain a proof of postage when returning your order. You are responsible for your package until we receive it back. We regret to tell you that the cost of the returns postage and insurance is a direct cost to you and cannot be refunded.  This returns policy does not affect your statutory rights.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.  If you are approved, then your refund (less your original postage charge) will be processed within 14 days of the date of cancellation, and a credit will automatically be applied to your credit card or original method of payment.

Only partial refunds are granted when any item is not in its original condition, is damaged or missing parts for reasons not due to our error.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at


We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at and send your item to: Artisan Giftware Ltd, 12 East Church Street, Buckie. Moray. AB56 1AE

Return Delivery

To return your product, you should mail your product to: Artisan Giftware Ltd, 12 East Church Street, Buckie. Moray. AB56 1AE

You will be responsible for paying for your own delivery costs for returning your item. Delivery costs are non-refundable. If you receive a refund, the cost of initial delivery will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable delivery service or purchasing delivery insurance. We don’t guarantee that we will receive your returned item.


This agreement is governed by Scots law and the exclusive jurisdiction of the Scottish courts will apply to this agreement.

Experiencing problems? Call us on 01542 833389. We are open Monday-Friday 9am–4pm and Saturday 10am-4pm.