Terms of Service
UK Mainland Delivery
We offer a flat rate delivery service to all mainland UK addresses. We charge £4.10 to any order - this will ensure your order is sent within 48 hours with Royal Mail tracked 48 service. Once your order has left us you will receive an email notification with your tracking number - please check your junk box if it does not come through.
We aim to post online orders within 24-48 hours but sometimes this may take longer especially around Christmas. We use Royal Mail Tracked 48 service which will normally take 1-3 working days to arrive.
If your postal order has not arrived within 5-7 days of receiving our dispatch email, please use the Royal Mail tracking number within your order confirmation email from us to track it or arrange redelivery on the Royal Mail website. If you cannot see this please check your junk box or contact us and we will happily help.
Delivery can take longer during busy holiday periods such as Christmas.
Once posted, It is Royal Mail’s responsibility to deliver your order safely and on time. If you are not at home when they try to deliver, a card should be left for you with a reference tracking number you can use to arrange redelivery or to pick up at your local depot.
Pick up in store
You can order online and select to ‘pickup’ your order from our Clifton shop. Please give 24 hours after ordering to pick up your item/s. If you do not give this amount of time it will not be ready and your journey may be wasted (more so in busier seasons like Christmas). For example, if you place an order on a Saturday morning it will not be ready to collect that day.
Delivery to Europe, North America, Canada, Australia and New Zealand
Sent via Royal Mail International Tracked, the parcel can be a maximum weight of 2kg, therefore we will check the weight and let you know before shipping it out. If the total weight of the order comes to above 2kg you will have to decide whether to pay extra for delivery. The parcel will be insured up to £250. Delivery is normally within 7-14 working days (Monday-Friday) and tracking is available end to end. Please be aware you my have to pay local taxes when receiving an item from the UK.
At The Bristol Artisan we recycle and reuse our packaging materials. Therefore whilst we do our best to make every order look well presented, your parcel may not have brand new filler or bubble wrap inside. We want to reuse and recycle as much as possible and hope you understand and appreciate this. If you want a more pristine box and filler we recommend buying the Luxury Gift Box option which we fill with wood shavings and tissue paper instead.
Returns are accepted at the shop within 30 days of purchase. Returning items is at the customers own expense and the items will be compensated once returned unused and undamaged. You must provide your receipt for us to process a refund as it contains the transaction number we need to process the refund online. You do not need to supply the card used for the payment.
Online returns are accepted within 30 days of the order being received. Returning items is at the customers own expense and the items will be fully compensated once returned unused and undamaged. The parcel is your responsibility until it reaches us so please package goods as safely as possible and ask for proof of postage from your post office so that it can be tracked if it does not arrive back to us in the expected timeframe. If you live locally you are of course welcome to bring it into the shop rather than posting it back.
Please address all returns to: The Bristol Artisan, 3 Lower Redland Road, Bristol, BS66TB
‘Pick up’ returns
Click and collect returns must be returned to the shop or cancelled via email within 30 days of purchase whether the item has been picked up or not. We do not offer refunds on items purchased online for delivery of click and collect if we are not notified before 30 days have passed.
We do not offer exchanges for online purchases. If you purchased your item in the shop and would like to exchange it, please bring your receipt with you (within 30 days of purchase) in order for the exchange to take place.
Damaged or faulty items
If your order contains damaged or faulty items please let us know within 2 days of receiving your delivery and we will arrange a refund or replacement. Please take photos of any damaged packaging and the product, keeping both until we’ve agreed whether or not they should be returned and/or the courier notified. Please note that the parcel is your responsibility until it reaches us so please package goods as safely as possible and ask for proof of postage from your post office.
If you have not received your item within 7 days of our email notification stating it has been dispatched, please contact us and we will send you the tracking information - please use this information to contact Royal Mail and ascertain where your parcel is. Sometimes the postman will attempt to deliver and not leave a card therefore it is best for you to call them and find out where it is or arrange redelivery.
If an item is sent back to us because it couldn’t be delivered and/or was not picked up by you, we will charge additional postage for it to be re-sent. We do not refund items that have been sent back to us from Royal Mail.