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FAQs

1. Is your Website Secure?

Our website uses the most secure HTTPS (the green padlock) this ensures that your shopping experience is as safe and secure as possible and we don’t store any card details.

2. Where can I find your policies?

Click here to view our Privacy Policy

Click here to view our Delivery and Returns Policy

3. How can I contact you?

You can contact us via our dedicated email, terracottasenses@gmail.com and we will get back to you within the next working day.

4. Do you have a store that I can visit?

Our store address is 41 Elizabeth Rd, Bishop’s Stortford CM23 3RL.

Our opening hours are:

  • Monday to Friday between 10am and 7pm
  • Saturday between 10am and 4pm

5. What carriers do you use?

Currently, we work with Hermes allowing us to provide a outstanding delivery service at affordable prices.

6. How long until I get my item?

Once the payment has cleared, we aim to dispatch your order within 1 working day. Once the carrier has your item, it usually takes 3 to 5 working days for the parcel to arrive at your doorstep.

7. I have placed an order, why haven’t I received my confirmation email?

The order confirmation email is sent automatically and this process can take up to 2 hours to appear in your inbox. Please check your Spam/Junk folder, as some emails can be wrongly categorised as such. If in doubt, please contact us through terracottasenses@gmail.com and we will reply as soon as possible.

8. Can I amend my order once I have placed it?

If you would like to amend or cancel your order please email us at terracottasenses@gmail.com with your order reference number and any other relevant details (never provide bank/card details) and we will get back to you within 1 working day.

9. Can I have my order delivered to a different address?

If you have yet to place an order, at the time of checkout you can specify a different delivery address.

If your order has already been placed, please contact us via terracottasenses@gmail.com and we will try our best to send your order to the new requested delivery address, providing your order has not already been despatched.

10. How much is Delivery?

The shipping costs start from £4.99 but are dependent on the item and quantity. You will get an accurate estimate at the checkout.

11. How do I track my order?

All parcels we ship are trackable and often require a signature. If a tracking number has not been provided on your notification of despatch, please contact us at terracottasenses@gmail.com and we will provide you with all the details.

If a mobile number has been provided at the checkout, we will provide this number to the carrier who will send you an SMS notifications with your delivery information.

12. I am not going to be in to receive my delivery

We highly recommend you are in on the day of delivery. However, if you cannot be in, please leave a note on the door pointing to a safe place or asking for the parcel to be delivered to a neighbour.

13. My parcel has not arrived, what do I do?

Unfortunately, parcels can get delayed. It is recommend you allow a few extra days for the delivery and check the tracking information as often as possible as it provides information on any delays. Alternatively, please contact us at terracottasenses@gmail.com and we will get in touch with the carrier on your behalf.

14. Do you delivery outside of the UK?

Unfortunately, at this point in time we cannot offer deliveries outside of the UK. However, we are always trying to reach more customers and international shipping may be our next step.

15. My order is missing an item

Sorry to hear your order is missing something. Please, contact us at terracottasenses@gmail.com as soon as possible, so can rectify our mistake.

16. One of my items is faulty, what now?

We are sorry to hear your order has not arrived as expected. Please, contact us at terracottasenses@gmail.com as soon as possible, so we can make it right.

17. Can I return something even if it is not faulty?

We offer a 14 day money back guarantee. If you are unhappy with any item bought from us, we will gladly refund it. You will need to return the item(s) unopened and in the original packaging at the buyers expense with your full details inside (do not send card/bank details). Return costs are non-refundable.

Please post the package to the following address:
Terracotta Senses Ltd, 41 Elizabeth Rd, Bishop’s Stortford CM23 3RL

18. Can I return something to store even if I bought online?

We accept returns in store. Come visit us at 41 Elizabeth Rd, Bishop’s Stortford CM23 3RL. Our opening times are Monday to Friday between 10am and 7pm and Saturday 10am and 4pm.

19. I cannot return the item to a store easily, what should I do?

You can return any item(s) via the post providing it is unopened and in the original packaging with your full details inside. Please note: This is done at your own expense (do not send card/bank details). Return costs are non-refundable.

Please post the package to the following address:
Terracotta Senses Ltd, 41 Elizabeth Rd, Bishop’s Stortford CM23 3RL

20. I have not received my refund, how long does this take?

Refunds are only processed once we have received the item(s) back. Once it item(s) has been received by us, it can take up to 14 days to process your refund.

Not finding the help you need?

Contact us at terracottasenses@gmail.com and we will get back to you in the next working day.