Bookings & policies

Booking and choosing your pieces

When you book you choose a piece for each painter, so we have everything ready for you on the day. Nothing is set in stone: you can swap to a different piece when you arrive and simply pay any difference then.

We email you a confirmation with your booking details, and a link to manage it whenever suits you.

Changes and cancellations

You can change your party size, switch to another date or update your notes yourself, right up to 7 days before your session. Use the manage link in your confirmation or reminder email, whenever suits you. Inside that window, just send us a message and we will do our very best to help.

You can cancel your own booking at any time before the session, using that same link. When you cancel, we refund you automatically, and how much comes back depends on the notice you give:

• 14 or more days before: a full refund
• 7 to 13 days before: 75% back
• 3 to 6 days before: 50% back
• 1 to 2 days before: 25% back
• On the day: no refund

Card refunds go back to the card you paid with and usually take 5 to 10 working days. If you paid with a gift voucher, that share goes back onto the voucher, ready to use again. The sooner you let us know you cannot make it, the more we can return, and it frees your space for someone else.

Walk-ins

Prefer to just turn up? Walk-ins are welcome at every session, subject to space on the day. Booking ahead guarantees you a piece to paint, and while we'll always do our best for walk-ins, favourite pieces can sell out on a busy day.

If a session is full

When a date is fully booked you can join the waitlist for it. If a space frees up, we email everyone waiting so you can come and book it. Spaces are first come, first served, and we never book you in automatically, so the choice is always yours.

Paying for your pieces

First you book your space for a date and pick a piece for each painter. You pay for your pieces securely online at checkout, with the amount shown clearly before you confirm. You can still swap to a different piece when you arrive and simply pay any difference then.

Every price covers the paints, the glazing and the firing, with no separate studio fee and no booking charge on top. If anything about paying online or refunds ever changes, we will set it out clearly here.

Gift vouchers

A gift voucher is a lovely present and is valid for twelve months from the day it is bought. It works like a balance: you can spend it in one go or across more than one visit, and any amount left over stays on the voucher until it is used up or expires. Enter the code in the discount box when you book, and anything over the voucher is simply settled on the day.

Vouchers are not exchangeable for cash and cannot be replaced if lost, so please keep the code safe. If a session costs less than the balance, the remainder stays on the voucher for next time rather than being paid out.

If you buy a voucher online you have the right to cancel within 14 days of purchase for a full refund, as long as it has not been redeemed. Just send us a message with the code and we will sort it out. After 14 days, or once any part of a voucher has been used, it is non-refundable.

If the weather turns

We run our pop-ups at Windmill Hill City Farm, and the British weather does as it pleases. If conditions ever make a session unsafe or unworkable, we will move you to another date or give you a credit for a future session, and we will let you know as early as we can.

If we have to cancel a session

Very occasionally we might have to call a session off, for example if Katy is unwell. If that happens we will contact everyone booked as soon as possible, and offer you first pick of another date or a credit. Where any payment has been taken, it is returned or carried over in full.

Firing and breakages

Firing is never completely guaranteed, and very occasionally a piece cracks in the kiln through no fault of your own. It is rare, but if it happens we will let you know and either invite you back to repaint it free of charge, or refund what you paid for that piece. Whichever you prefer.

Collecting your pieces

After you paint, we email you a claim ticket with a link to a page where you can follow your piece. We email you again when it goes into the kiln, and once more when it is glazed, fired and ready to collect.

Your finished piece is ready to collect at the next fortnightly session, about two weeks after you paint. If that date does not suit, send us a message and we will arrange a pickup that works for you. We keep everything wrapped and labelled with your name and claim number.

Lost your claim ticket? No trouble at all, we can look you up by name.

We hold finished pieces for three months. If a piece is still with us after that, we will give you a gentle nudge first, and any pieces we truly cannot reunite with their maker may be donated to a good home rather than thrown away.

Children

Families are welcome at every session and children love it. Under-16s just need a grown-up with them, who stays responsible for them throughout the session.

Any questions?

If anything here is unclear, please send us a message. We would always rather sort something out with you than have you worry about it.