Delivery and returns

In short

• You have fourteen days from the day your order arrives to change your mind.
• Return postage is yours to pay.
• We refund within fourteen days of the piece reaching us, including the standard delivery charge.
• If a piece is faulty, arrives broken or is not as described, we put it right at our cost.

Delivery

Orders leave London on the next working day. Tracked delivery within the United Kingdom takes two to four working days and costs £5. Delivery is free on orders over £150.

Blue pottery and marble travel in a double box with the piece wrapped and held off the walls. Marble is heavy, so a tray or a pair of candle holders may arrive in a parcel of its own. Dohars are folded flat in a cotton bag, and a night suit in tissue. If an order is in more than one parcel, the tracking email lists each one.

Where we ship

Everywhere in the United Kingdom, Northern Ireland included. We are not shipping to the Republic of Ireland or the European Union in this first season.

Changing your mind

You can cancel your order within fourteen days of the day it arrives. You do not need to give a reason. If an order comes in more than one parcel, the fourteen days run from the day the last one arrives.

To cancel, email us at hello@houseofaravalli.com with your order number and the pieces you are sending back. You can use the cancellation form at the foot of this page, but you do not have to. We will reply with the address to send them to.

Send the pieces back within fourteen days of telling us. Return postage is yours to pay, and the parcel is your responsibility until it reaches us, so use a tracked service and keep the receipt. Pottery and marble need to come back as they came: wrapped, in the double box, with the piece held off the walls. Keep the packaging until you are sure you are keeping the piece.

You can look at a piece as you would in a shop. Unfold a dohar, try on a night suit, set a tray on the table. If something comes back used, washed, chipped or marked, we may take the loss in value off the refund.

We refund within fourteen days of the pieces reaching us, or of you showing us proof that you sent them, whichever is sooner. The refund goes back to the card or account you paid with and covers the price and the standard delivery charge. If you paid for a faster delivery, we refund the standard rate only. There is no fee.

If you cancel before your order has left us, we refund it in full.

Pieces personalised for you cannot be returned because you have changed your mind. Sale pieces can be returned in the same way as any other.

If something is wrong

If a piece is faulty, arrives broken or is not as described, email us with your order number and a photograph. For breakages, photograph the piece and the box before you throw anything away, as the courier will ask. We pay to have it sent back, and these rights come from the Consumer Rights Act 2015.

• Within thirty days of delivery, you can have a full refund, including delivery.
• After thirty days and up to six months, we will repair or replace it. If we cannot, or the repair does not work, you can have a refund.
• After six months, you have the same rights for up to six years, or five in Scotland, but you may need to show the fault was there when it arrived.

What is not a fault

Everything here is made by hand, and it shows. Blue pottery is painted freehand, so no two flowers match, the glaze pools thicker in places and small pinholes and specks are part of the firing. Marble is cut from a quarried block, so the veining, the flecks and the shade of white differ from piece to piece and from the photograph. Block prints vary in register and in ink coverage, and the quilting stitch on a dohar wanders a little. None of that is a defect, and we would rather explain it than pretend a hand made object behaves like a machine made one.

Looking after it

Everything here is painted, carved, printed or stitched by hand, and it ages the way hand made things do. A few habits keep it well.

• Blue pottery. Wipe with a damp cloth. Not for the dishwasher, microwave or oven. It is fired at a low heat, so it is for display and dry things: dried stems in a vase, fresh ones for an evening only, and a plant in an inner pot inside the planter. It chips if it is knocked, so keep it away from the edge of a shelf.
• Marble. Wipe with a damp cloth. Marble marks with lemon, wine and oil, so wipe spills quickly. Candle wax lifts off once it has set. Trays are heavy; lift them with both hands. Keep the wood of the inlaid coasters out of standing water.
• Dohars. Thirty degrees on a gentle cycle, on its own the first time. Line dry in shade. No tumble dryer. The print softens over the first few washes and is meant to, and the quilting pulls in a little, which is how you know it was stitched by hand.
• Block printed cotton to wear. Thirty degrees, inside out, with like colours. Line dry. Iron on the reverse while a little damp. It softens with every wash.

Cancellation form

Copy this into an email, fill it in and send it to hello@houseofaravalli.com. Only use it if you want to cancel.