Is my ceramic piece faulty because there is a dark join visible?
For all the Sara Miller London x Portmeirion designs all decals are applied by hand. The raw materials in the ceramic body and firing process will mean that there can be slight variations in product sizes. For this type of decoration we have to set a tolerance on the overlap for the hand application and this is around 1.5mm.
The dark line that appears on the join can vary dependent on the colours of the decoration. The join can also feel slightly raised but it is definitely not a fault in the piece and will not affect the durability of the product.
If your product exceeds the tolerance on the overlap please contact us by emailing email@example.com.
Why haven’t I received my order confirmation email?
Sometimes, we find emails go directly into Junk/Spam or even Bin/Trash folders, so do check these before contacting us.
Why haven’t I received a response to my email enquiry?
Your enquiry is really important to us and we aim to respond within 48 hours. Sometimes, we find emails go directly into Junk/Spam or even Bin/Trash folders, so do check these before contacting us.
What if a product is 'Out of Stock'?
We showcase the full Sara Miller London range on our website, including products that are currently out of stock if these products are due to be available again in the future. If you spot a product you’re interested in that is currently showing ‘out of stock’, you can opt to receive an email alert when it is available for purchase again by clicking ‘Notify When In Stock’ on the product page.
Do you sell gift cards?
We offer e-Gift Cards in six designs, with nine different price points. Our e-Gift Cards can be emailed directly to the recipient with a personalised message, or to yourself to forward on to them. You can find our e-Gift Cards here.
Can I add a gift note to my order?
Unfortunately, we are unable to offer a gift note service at the moment, however this is something that we are working on. Watch this space!
In the meantime, you can include a greeting card with your order and for a small charge we can offer a personalised handwritten message service. The message will be written out by a member of our warehouse team before being posted.
Do you provide a gift-wrapping service?
What refills can my pens take?
Our Orchard Pens - Set of 3 accept standard ballpoint G2 refills.
The pen included in our Orchard Pen & Pouch Set accepts standard refills.
The pen that comes with our Mauve Orchard Birds Notebook & Pen is a single-use pen and unfortunately does not take refills.
Is your beauty range vegan?
We can confirm that our beauty range is certified vegan and cruelty-free.
Can I buy your cushion covers alone?
We don’t offer our cushions without their inserts at present, however the cushion covers can be removed and placed onto any insert of the appropriate size.
Are your cushions cruelty-free?
Our cushion inserts are made from down feathers and are all RDS (Responsible Down Standard) certified.
I've broken a part of my item. Can I purchase a replacement part?
Items that make up a ‘set’ such as a lid to a teapot, a saucer that comes with a teacup, and an individual plate or bowl in an assorted set are manufactured and packaged as full sets, meaning we are unfortunately unable to offer individual components for purchase.
Can I add to my order once it's been placed?
Once an order is in our system and is processing, our dispatch team work very quickly to pick and pack the items ready to be shipped out to you. Unfortunately, we’re unable to modify an order once it has been placed.
My discount code didn't apply. What should I do?
Discount codes do not apply automatically to your basket so you will need to enter the code manually. When doing so, please check that you have entered your discount code into the ‘Apply Discount Code’ section and not the ‘Apply Gift Card Code’ section.
Application of a code will show under your ‘Order Summary’ right before payment, so please make sure to check this before placing your order.
Please be advised that you cannot use two discount codes at once, and our sign-up code is a one-time code so cannot be applied to more than one of your orders.
If you have followed the above steps and still encounter an issue, please email firstname.lastname@example.org and we will be happy to help.
How do I change an incorrect billing address?
Please email us at email@example.com and we will be able to manually adjust your billing address for you.
How do I change an incorrect shipping address?
We encourage you to double-check your shipping address before you place your order, however, if you notice an error in your details, please email us as soon as possible at firstname.lastname@example.org.
We will pass your amended information on to our warehouse team, who will update the courier. However, we cannot guarantee that this information will be updated before your item is shipped and this may cause delays to your delivery.
What is the size of the actual print in the Wall Art frame?
The size of the actual small Wall Art print is approximately 13.8cm x 13.8cm.
The size of the actual large Wall Art print is approximately 25cm x 25cm.
How will I know if my order is on the way?
If you have provided your details, you will receive updates via text and email when your order is on its way indicating when it is due to be delivered. Our orders are sent out by a company called MW Fulfilment and their name will appear on delivery update emails and text messages you may receive from shipping companies such as FedEx or DPD.