My order has been damaged in transit
We send hundreds of shipments of colour, glaze and powdered material all around the world every week. From time to time, despite our best efforts, a consignment will sustain damage in transit - most often when sent by courier. If you are in doubt about what to do, take photos, reseal the parcel and contact us for further instruction. It is important to consider the following:-
- Whilst a few ceramic materials can be toxic to inhale and ingest over a period of time, there is no danger from a single exposure to touch from anything in our range. If you do get some spilt material on your hands, wash with soap and water. If you are concerned, contact our technical team and request the SDS. There are a lot more dangerous items in the cupboard under the kitchen sink than you will find in a potter’s studio!
- If there are signs of damage to the parcel, sign “damaged” on receipt, contact us as soon as possible and send photographs by email.
- Place the package somewhere appropriate and safe before attempting to open - on a work bench or in a sink for example, or even outside.
- Unpack the parcel very carefully. If you have ordered items that could cause injury, such as sharp tools or glass, you may need protective gloves.
- Consider wearing a P3 respirator mask if there is loose powder inside the parcel.
- Beware of some ceramic materials, such as colours and oxides, which are very strong colourants and can stain clothing, furniture and furnishings. Consider wearing protective clothing like an apron and gloves, and open carefully in a safe place. Potclays cannot be responsible for any consequential damage resulting from careless opening of parcels.
- To avoid spreading the material, carefully place the packaging and any spilt content in bin bags and dispose of it safely.
Tel: 01782 219816
