Utter pot

Returns, Exchanges & Cancellations

We hope you love your order — everything we make is designed and crafted with great care. But if something’s not quite right, we’re here to help.

If you'd like to return or exchange an item, please email us at info@thelermonthupton.com within 14 days of receiving your order. Once approved, you'll have a further 14 days to send it back to us.

To be eligible for a return, the item must be unused, in perfect condition, and in its original packaging. If it’s not returned in a resaleable state, we may offer a partial refund or decline the return. Please also include your receipt or proof of purchase.

Returns should be sent to:
Thelermont Hupton, Station Approach, London Road, Great Chesterford, Essex, CB10 1NY, United Kingdom

Unfortunately, we can’t cover return postage costs. Items sent back without contacting us first can’t be accepted.

When returning your item, please wrap and pack it securely to avoid damage in transit — we recommend a trackable, signed-for service to avoid any subsequent issues over items damaged or lost when being returned to us.

Refunds include standard shipping costs originally paid. We’re unable to refund express or priority shipping unless your order arrived late.

Damaged or Incorrect Items

We check everything carefully before it leaves us, but if something arrives damaged or not quite right, please get in touch as soon as possible so we can sort it out.

Please hang on to the item and all packaging — we may ask for photos of the item, the inner packaging, and the outer box including labels.

Made-to-Order & Custom Items

Items made just for you — such as bespoke lighting, furniture, and anything made to order or customised — are non-returnable, unless they arrive faulty.

You can amend or cancel a made-to-order item within 7 days of placing your order by emailing us. After 7 days, we’re unable to refund or change it as production will have begun.

Any faults must be reported within 14 days of receiving your item.

Please Note

• Sale items and gift cards are non-refundable.
• Furniture that cannot be delivered due to access issues (stairs, doorways, etc.) will not be refunded — please check all measurements carefully before ordering.
• Lighting must be installed by a qualified electrician to remain eligible for return or refund in case of faults.
• We can only accept returns for items purchased directly from our website. If you bought from a stockist, please contact them directly.
• Not sure? Have a question? Just drop us a line at info@thelermonthupton.com — we’re happy to help.

Exchanges

If you’d like to exchange an item, the quickest way is to return it and place a new order once the return is accepted.

Refunds

Once we’ve received and inspected your return, we’ll confirm by email whether your refund has been approved. If it has, we’ll refund your original payment method within 15 business days.

(Please note your bank may take a little longer to process the refund.)

If it’s been more than 15 business days since we confirmed your return, do get in touch.

If We Cancel Your Order

We reserve the right to cancel an order if, for example, we’re unable to source materials or components. If that happens, we’ll let you know straight away and issue a full refund within 15 days.