My Data

How do you use my data?

Where personal data is requested through forms, such data is only used for the purpose stated on the form and will not be given or sold to any third parties.


How can I pay?

We prefer PayPal (no PayPal account required). These payments are secure and eligible for PayPal Buyer Protection with the exception of customised products. Refer to PayPal’s Buyer Protection terms for more info on this.

Cheques made payable to ‘Kettle Vale’ and in some instances BACS. Details will be provided with your order/invoice.

What does it mean by ‘Available on Backorder’?

When products display ‘Available on Backorder’ this typically means this product will be made to order. This could be for a number of reasons for example the product is customisable or is simply sold out and not in stock. Lead times are in the product description or alternatively supplied at time of order.

Can I order custom items?

YES! As all our products are hand made by us in our workshop pretty much any customisation is possible. If you like the look of something but would like to change a material or colour for example we will be happy to accommodate, please get in touch to discuss your requirements 🙂

A product I would like is out of stock?

Please get in touch with us, products can be made to order. Alternatively check back later as products are handmade there may be new products in production already.

How long to process my order?

All orders will be processed within 24hrs of receipt


Can I cancel my order?

Of course, you can cancel an order at any time from the time you place it to 14 days after receipt of your goods*. You then have a further 14 days to return your item to us. We will refund the purchase cost and basic delivery costs within 14 days receipt of your return.

*Personalised/custom items right to cancel will be at our discretion.

I no longer require a product, can I return for a refund?

Yes. In the unlikely event when you receive a product and you are not happy, please contact us within 14 days of receiving your goods that you want to cancel. You then have another 14 days to return the goods to us where we will issue a refund including standard delivery costs. It is the buyers responsibility to pay for return postage costs.

My item has arrived damaged?

We make every effort to protect items when we ship them to ensure they reach you in perfect condition. However if your item arrives damaged please contact us to arrange return shipping and replacement or refund.


How long before my order is delivered?
  • ‘Standard’  2-3 working days from your order being dispatched.
  • ‘Express’ 1 working day from the time your order is dispatched.


Times quoted are a maximum, we always endeavour to get your products to you as quickly as possible.

Custom orders and items marked as available for back order will differ, notifiable at time of order.

How long before my orders dispatched?

All orders marked as in stock will be processed within 24 hours of receipt. Dispatch times will be a maximum of two working days, in almost all cases this will be less.

Custom items will differ, this will be shown at time of order.


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