All goods and services offered by us are subject to our Terms of Trading as detailed herein unless specifically varied in writing.

1. All prices quoted exclude VAT and delivery unless specifically included.
   
2. Full payment for goods is required before despatch unless a UK based Trade Account customer.   Trade discounts are only applicable to account customers and orders exceeding £50.00.
   
3. Terms for Trade Account Holders are strictly 30 days net of Invoice date.  Discounts on overdue invoices will be withdrawn and the debt passed to Crown Recovery Services Ltd.
   
4. Goods shall remain the ownership of Country Love Ceramics Ltd until full payment has been received.
   
5. Payments can be accepted by cash, cheque, credit card, internet banking or BACs. 
   
6. Prices in our current catalogues and price lists supersede those given in previous publications and are subject to change without notice.
   
7. Country Love Ceramics and Country Love Ceramics' suppliers reserve the right to change specifications or discontinue products at any time without notice and without incurring any obligation whatsoever.
   
8. Any time or date for delivery is given in good faith but is an estimate only and we shall not be held liable for the consequence of any delay, however caused.
   
9. We will replace or refund damaged goods received by way of our approved courier or haulage company to destinations in the UK mainland.  Claims for damaged goods must be made to our HQ within 48 hours of receipt of the goods.  Royal Mail and Parcel Force deliveries are specifically excluded.

• Full colour photographs and dimensions are shown in our colour brochure and on our website at www.countryloveceramics.com. Alternatively, feel free to visit our showroom in Oxfordshire (if you are ever in the area) to view the items first hand.
  
• If you would like to use our electronic ordering form, please let us know and we will send you the spreadsheet. This document can be converted to your own-style price list and will save you typing item codes and descriptions. It will also automatically calculate your spend. The spreadsheet is produced in Microsoft Excel.
  
• Orders can be placed via the telephone, fax, e-mail or our on-line shopping functionality on our web site.
  
• Please mention at the time of ordering if specific goods are required for a special date
  
• Where possible, please order in case quantities as this will speed up the picking process and generally ensures few damages on arrival. However, for one-off orders, we are more than happy to split cases.
  
• Please note we do not operate a “sale or return” system.
  
• Remember not to order items broader than the width of your kiln.
  
• Please ensure we are up-to-date with opening times, contact number and location anomalies.
  
• Order confirmations can be e-mailed.
  
• We will always attempt to despatch “add-on” orders with your main order but this will be dependent on the time the add-on is received and the despatch methods used. Generally, add-ons must be placed before midday the day BEFORE despatch. Add-ons on the same day of despatch may not always be possible due to the volume of orders in the system.
  
• Orders are despatched promptly by the fastest or most economical route. Country Love Ceramics are unable to accept responsibility for delays beyond their immediate control. We will endeavor to deliver within 3-4 working days (this based on an overnight delivery service and 1-2 days picking and packing time). This expectation may change during peak periods and is dependent on the time of day that the order is placed or received. Orders are despatched on a first come, first served basis.

• Deliveries are made weekdays and are generally between the hours of 9am and 5pm. We are unable to offer a timed service. We hope that your goods arrive within the expectations given by our sales staff. However, if your goods are late or the service is disappointing, please let us know immediately or within one working week so that we may carry out appropriate investigations
  
• We respect your right to receive our products in good condition and unreservedly will credit any damaged or unsatisfactory items. The item can then be re-ordered with your next order. If you require a specific number of items for an event, remember to order a few extra items as a contingency.
  
• Your invoice will follow within 48 hours of despatch of the goods.
  
• Unless you check your consignment while the courier waits, please do not sign for any goods without marking the paperwork as “unchecked”. We are unable to make a claim on damaged goods unless this practice is followed.
  
• Please remember to let us know if you have to leave the delivery address on the date of delivery (e.g. school run, doctor’s appointments etc). Our couriers will not leave consignments unless they are signed for so this could result in a delay.
  
• If you live in a county near Oxfordshire, we offer a van service and frequently advertise reductions in the van service fee (normally via e-mail). If you are interested in this service, please let us know.
  
• Alternatively, if you live locally, you may wish to save delivery charges and collect the order yourself. Please let us know if this is your preferred option.

• Please make sure that you check your items carefully as soon as possible after delivery. Country Love Ceramics frequently recycle boxes, so every box will need to be opened. Smaller products are generally placed inside a recycled box too. If time permits, these boxes will be marked “small items inside” to help you find your item more easily.

• Where possible, damaged items and order anomalies need to be reported within 48 hours of receipt. We are unable to make claims for compensation with our couriers unless we receive notification within seven days of receipt of goods.
  
• Damaged items will be credited but cannot be re-sent free of charge.
  
• Regrettably, we cannot credit items that are reported later than 30 days from the date of the invoice.
  

• We will endeavor to advise at the time of ordering, or prior to despatch, if an item is out of stock. Our software system does not record out of stocks on the delivery note so if the item is not listed, please ask a member of CLC staff to check stock availability or re-order next time.
  
• Regrettably we are unable to deliver out of stock items at a later date on a back order service. We realise that this policy could cause inconvenience however, due to the volume of orders we handle each day, coupled with the complexity of back ordering, we are not in a position to offer this choice. The costs of the extra administration, organisation, time and delivery charges in providing this service would have to be passed on in someway and we are sure you would prefer us to keep costs as low as possible.

• Payment can be made by debit card, credit card, cheque or bank transfer. If you require our bank details, please call the office.
  
• Please remember that goods will not be despatched until payment has cleared. Therefore, when planning, please allow a minimum of 4 working days for a cheque to clear (once banked).
  
• For larger businesses, credit terms are available (30 days net) and can be arranged by contacting Jon on 01235 861700.

• For those businesses with credit terms, orders will not be processed for any accounts with a debt exceeding 30 days.
  
• Any debts older than 35 days are automatically passed to an external debt collection agency that will apply further administration charges for debt recovery. In this situation, we reserve the right to withdraw future credit terms and payment terms will revert back to “payment before despatch”.
  
• Our Accounts department will send out regular Statements to act as reminders for payments due.

Product and Advice Disclaimer

Any recommendations, advice or guidance is given in good faith. Country Love Ceramics Limited cannot be held responsible accountable or liable for any loss or damage to products or equipment as a result of advice provided.

This is because:

1. End results are dependent on many variables (differences in weight, depth of glaze application, user contamination, kiln performance, individual set-up, user experience, mis-use of products and equipment, product specifications etc).
   
2. It is difficult to give specific advice without knowledge of an individual set-up. Therefore, any instructions given are provided in “generic” terms.
   
3. Although we endeavour to thoroughly test product compatibilities within our range, this is not always possible due to time constraints and changes in manufacturer specifications.
   
4. Business owners/users often learn from experience and should accept a level of problem solving and analysis as part of the learning process.
5. Where manufacturing instructions are provided, Country Love Ceramics Limited will issue copies of all recommendations provided from our suppliers. If no manufacturing instructions are provided it is deemed unnecessary or inappropriate by our suppliers.
6. Country Love Ceramics and Country Love Ceramics's suppliers reserve the right to change specifications or discontinue products at any time without notice and without incurring any obligation whatsoever.
   

Should a problem arise, Country Love Ceramics will investigate each issue on an individual basis. If it is deemed that our products are faulty, appropriate credits will be issued. In the event of loss or damage occurring during the Glazing and Firing process, Country Love Ceramics accepts no responsibility or liability for claims in relation to “emotional distress” or “trauma”. The purchaser agrees that Country Love Ceramics shall be liable only for the cost of replacement and/or refund the original value of the item.

Cancellation & Returns

If you wish to cancel any order you may do so at anytime after an order has been placed, or up to 7 days after the date of delivery. All notices of cancellation must be sent to Country Love Ceramics Limited in writing.

In the event that you cancel an order after delivery you must inform Country Love Ceramics Limited in writing within 7 days. The goods must then be returned at your own expense to Country Love Ceramics Limited within 14 days of your notification to cancel your order. If you are unable to return the goods you must make the goods available for collection upon request and within 14 days of your notice to cancel your order. You will not be entitled to a refund of the original delivery charge. Country Love Ceramics Limited will be entitled to charge you (an equivalent amount to the original delivery charge) for this collection. These conditions will still apply in the event of any discount/special offer applied to delivery charges.

Country Love Ceramics Limited will not be liable for any costs incurred in the return of cancelled orders. The goods will not be deemed to have been returned until notification is given by Country Love Ceramics Limited that the goods have been returned to the address advised by Country Love Ceramics Limited.

It is your responsibility to return all goods in the same condition as they were upon delivery. Country Love Ceramics Limited reserves the right to deduct from the refund any charges necessary for goods that are not returned in the same condition as upon delivery. You are advised to retain the original packaging in the event of you cancelling an order. Country Love Ceramics Limited retains the right to charge for any necessary packaging/re-packaging.

Country Love Ceramics shall be entitled to recover all costs, loss, charges, and expenses incurred in connection with goods returned not saleable as new.

• Country Love Ceramics began life as a “Paint It Yourself (PIYP)” pottery studio in 1992.
  
• To-date we have helped launch thousands of PIYP businesses, primarily in the UK but we have also helped many businesses overseas.
  
• In 2003 we launched the Guild of Ceramics Studios as we felt there was a gap in the marketplace for a support network specifically geared towards UK businesses. To-date, over 500 businesses have joined the Guild and benefit from the specific support, networking and group discounts.
  
• In 2005 we became a Limited Company after trading as a Sole Trader for thirteen years.
  
• Our business is based in Oxfordshire, close to the M4 and M40. Most of our site is taken up with stock (we have nearly two thousand product lines) and we employ just under 20 staff.

• Country Love Ceramics Limited are proud to be the UK’s only INDEPENDENT supplier to the Paint It Yourself Pottery industry. Our stock is designed and chosen for use within the UK market. We do not have sales targets to meet and we are not pressurised to promote specific supplier products.
  
• We are more than just a distributor, we freely offer ongoing advice and support. We want your business to do the best it can. After all, if you are not successful we are not successful.
  
• Our working relationships are based on two-way feedback. This continually proves immensely beneficial for everyone concerned.
  
• We aim to provide a professional service that supports our businesses on a flexible and individual level. If you ever feel that you do not receive this service, please contact Jenny, our General Manager or Alison, our Operations Manager.
  

• Any product or service is sold in accordance with the Terms of Trading outlined on the inside cover of our catalogue and on our website.
  

• Unless you begin your business with PIYP knowledge, there is a minefield of terms and products to learn about. For instance dry footing, stilting, spill glazing. Our training programme, staff, helpful handouts and new website will teach you everything you need to help you get started. For many of our customers, this is the first time they have started their own business and our support is very much welcomed.
  
• As we help with every aspect of your new business, many enquirers ask us if we are a franchise operation. We are not.
  
• We supply a number of franchise operations that we would highly recommend if you were interested in this option.
  

• Country Love Ceramics recognises the importance of training to newcomers to the trade besides the need for an ongoing development programme.
  
• Our on site training facility is a centre of excellence for clay cafes, mobile pottery studios and hobbyists worldwide. We also undertake bespoke training – on location if requested.
  
• Andy Skinner is our main tutor.  Where necessary, Technique Sheets are provided along with the usual continued advice and support. Fees include free bisque and refreshments. Lunch is also provided on the majority of courses.
  
• In January each year, we produce a comprehensive schedule of training for the year. The popular courses are repeated throughout the year and we also have some one-off specials. The schedule includes some weekend courses but most training takes place during standard working hours.
  
• Our New Business Course is a one-day intensive course aimed at delegates with no knowledge of PIYP or no business experience or both. This is an excellent starting block for anyone considering a studio or mobile operation.
  
• The Basics Course has been designed for complete beginners to help fill the gaps in practical knowledge. We’ll go through a comprehensive glossary of products, tools and terms to help demystify the world of ceramics! This is a theory course.
  
• The Complete Pottery Painting modules teach basic decorating skills and are ideal for newcomers. There are three modules to complete all with different techniques.
  
• Individual Seminars. Seminars vary in projects and competencies. All are aimed to either provide product education, decorating techniques or additional income (as the projects can be learnt and re-taught as chargeable workshops back home).
  
• The Amazing Glazing course is designed to provide comprehensive training in glazing techniques and kiln loading. It is a practical hands-on course essential for all new comers.
  
• The Essential Marketing course provides helpful guidance and tips for successful marketing of a PIYP business.
  

Guild Membership (GM):

The aim of the Guild of Ceramic studios is to become an independent and autonomous trade association. The Guild is still in its infancy but offers many benefits such as:

• An additional 2% discount off discountable Glaze, Colour and Bisque (explained later in this section)
• Discounts on Country Love Training Academy courses
• Copies of a seasonal newsletter and a complimentary Guild ring binder
• Access to exclusive low cost pre-printed promotional studio stationery – samples available on request
• A range of low cost bisque, known as “Bread and Butter lines” from as little as 63p each
• Access to the on-line Members’ Discussion Forum for hints and tips from other members
• Promotions and painting competitions to boost business
• Studio locator on the Guild web page for new customers to find you
• Participation in National and Regional marketing campaigns
• A membership sticker for your shop or car window
• Creative ideas and design tips

Early Payment Discount (EPD) for Trade Members:

• Country Love Ceramics operate an early payment discount or EPD scheme for Trade Members. This scheme reduces the discounted bisque, colour and glaze by 7.5% and is shown clearly on the bottom left-hand-side of each invoice.
  
• Payment must be made within 5 days of Invoice Date. It is the customer’s responsibility to ensure payment arrives within the 5 days i.e. invoices arriving late or payment arriving late due to late post will not be accepted.
  
• Customers can subscribe to our automatic payment option. For this scheme, we will keep credit or debit cards securely on file and will take payment automatically when the goods have been despatched. Many of our customers already use this option as it avoids postal delays and takes away the responsibility of remembering to sort out payment. Please note, if credit or debit card payments are declined, and we are unable to contact you within the 5 days following invoicing, the early settlement discounts will no longer be applicable. Please call Jon on 01235 861700 to enroll or to ask for further information.
  
• Note, this discount is not applicable on fixed priced items
  

Trade Discount Structure:

• With effect from 1st January 2007 we introduced a new trade discount system. The new structure offers all customers the opportunity to enjoy a fixed rate discount that will be determined by the value of their spend over the previous 12 months, reviewed quarterly.
  
• Every penny you spend with CLC counts towards your future Bisque, Colour and Glaze discount. This includes fixed price items like kilns and the Guild Bread and Butter lines.
  
• As your business grows you will benefit from progressively higher levels of discounts that are transparent and give equal opportunity to all.
  
• We hope you like our discount structure and that you will enjoy the benefits of predictive pricing and easy-to-follow invoices. If you feel in any way that OUR structure is not favourable, please call the office and speak to either Jenny or Alison. We will be happy to address any concerns on an individual basis.
  
  

Price List:

• A copy of our 2007 Price List and full colour brochure is available on request.  
  
• If you would like to use our electronic price list/order form, please let us know and we will send you the spreadsheet. This document can be converted to your own-style price list and will save you typing item codes and descriptions. It will also automatically calculate your spend. The spreadsheet is produced in Microsoft Excel.
  
• The price list matches the current catalogue edition i.e. it will show any discontinued, superseded or new items code from the catalogue.
  

Price Match:

• Please let us know if you find the same item cheaper and we will do our best to match the price.
  

Product Selection:

• If you are unsure what products you will need when starting up, we have a “shopping list” available. This list is our recommended ordering list (with prices) and is an excellent checklist. We have included some of our most popular selling items along with some classic favourites. The list includes something for everyone and doesn’t forget some essential decorating accessories/tools. We recommend that you adapt the list to suit your own needs, storage space, location or style of business.
  
• If you would like to work to a budget, please call a member of staff for assistance and we will be more than happy to prepare some quotations with your assistance.
  

Special Offers:

• Remember to watch out for our regular special offers on products*. Also, if you attend a training course we grant a one-off 44% discount (for terms and conditions please see our training schedule or ask for further information). Bear in mind, spending on all these offers also counts towards your fixed level discounts. Terms and conditions will always apply.
  
• Note, these are normally advised by e-mail so please remember to let us have your e-mail address.

Mainland Europe and Overseas Customers:

• § The cost of shipping to mainland Europe and overseas destinations can make our products less attractive to customers based in these locations. We offer help to all these customers by offering a minimum 3 Star Account regardless of their purchase history. Since all overseas orders require Payment Before Despatch, the minimum discounts for overseas customers in real terms will be 48.2% or 50.5% depending whether you are Guild member or not. Of course, if your spending pattern is above the 3 star level you will benefit from the higher discounts available.

Colour Brochure:

• As we change our stock lines regularly, our full colour brochure becomes out of date quite quickly.
  
• Items are described and photographed as accurately as possible but sizes and design may occasionally vary slightly.
  
  

Web Site:

• This website will detail the most-up-to-date information on special offers, training courses, new products etc.
  
• Please note, any stock levels provided through the web site shopping functionality do not show “real time” stock figures as the web site database is separate to our in-house IT system. If you would like to know the stock availability of any item, please feel free to call the office.
  
• Items are described and photographed as accurately as possible but sizes and design may occasionally vary slightly.
  

Showroom:

• Feel free to visit our showroom in Oxfordshire to view our stock items first hand. The offices are open Monday to Friday, 9am until 5pm excluding Bank Holidays and one week after Christmas when we are closed.

Our Products:

• 
  Country Love Ceramics Limited aims to be a “one-stop shop” for all your Paint It Yourself Pottery needs. If there is an item you need, and we do not stock it, let us know and we will do our best to supply the item.