FAQs

General

Q. What is Goya Creative? 

A. We are a fledgling independent British lifestyle company, nestled on the Isle of Portland, creating beautiful handmade gift and homewares for our loyal customers. We are like-minded designers and highly skilled makers who share a passion for bringing new ideas to life, celebrate fresh thinking and inject exploratory spirit into our designs. We pride ourselves on using only the best quality premium materials. We are committed to intercepting climate change and protecting the environment we live in, which is why our products use materials that are recycled, renewable and biodegradable.

Q. How do I shop on Goya Creative?

A. We want to help you to find things you love; things that speak to you, and express your personality. You can search for things in all the usual ways (keyword search, product categories, and filters), or you can let yourself be guided by our trend collections and limited edition releases.

Q. I'm having trouble signing into my account

A. There could be a number of reasons why you are having trouble signing into your account. There are a couple of things you can try to sign in:

  1. Make sure you are using your correct login details. Your login email is usually the email you’ve received notices from us previously.
  2. Reset your password.
  3. If the above steps do not work for you, contact our team with your full name, address and any details of your current or previous orders.

Q. How do I use my promo/ discount code?

A. Head to the checkout as usual, but before clicking 'place order', enter your promo code in the promo code box, found within the summary box.

Q. Can I purchase a Goya Gift Card?

A. We offer gift cards for any budget. When you order a gift card we will send you a lovely wallet in the post containing your gift card. All our gift cards can be used to purchase any products on our online store. Purchase a gift card.

Q. Do you have any age restrictions on products?

A. Please note that all knives, products containing alcohol and bladed products are not for sale to people under the age of 18. By placing an order for one of these products, you declare that you are 18 years of age or older. Items must be used responsibly and appropriately. Proof of age and a signature will be required on delivery.

Q. Do you guarantee your products? 

A. We guarantee our products to be free of defects in the materials or craftsmanship. We will be happy to replace any defective products. Wear from normal usage is not included in this guarantee. We believe firmly in creating enduring products whose lifespan can be lengthened by repair. Contact us about repairs.

Q. Can I visit your shop? 

A. Unfortunately our work shop is a very busy working environment and is not safe for our customers. But make sure you find us at one of our sales events this summer where you can meet the makers, watch some hand crafting and hold some of our products.

Q. Do you sell all of your products at shows, fairs and events?

A. We try and stock up as much as we can when we're on the road. We always stock your favourite best sellers and some limited event specials too. Don't forget to check out our events calendar.

Q. Where can i find your products locally?

A. If you would like to see and touch our products before purchasing then come along to one of our sales events or find us in a local shop. See our stockist map and events calendar.

Shipping

Q. Can I order via phone?

A. We're not able to take orders over the phone, but if you are having trouble with the site please contact us for tips and guidance on placing your order

Q. How will I receive my items?

A. We offer a standard shipping price per order. We will lovingly prepare and ship your product(s) to you directly. Should you need your order sooner, we also offer an Express Shipping option if we have the inventory for that product. For more information, please see our delivery page. Please note all shipping times are estimates.

Q. When will my order arrive and how can I track it?

A. We aim to deliver within the UK in 3-5 working days. You can access your tracking information for each order in your account. If your tracking is not available and it's been 6 working days since you ordered your item, please get in touch with us via your account.

Q. Do you deliver to PO Boxes?

A. Our couriers are unable to deliver to PO Boxes. If delivery is selected to a PO box one of our operations team will be in touch to request another address so we can ship your items to you.

Q. Do you offer VAT refunds for international purchases?

A. This is not a service we offer.

Q. What is your returns policy?

A. We hope that you love your purchase, but understand that sometimes things just aren't quite right. Our returns policy means you have 14 days from receipt to let us know you would like to return an item, and a further 14 days to return the item directly to the boutique for a refund. Please note that some items are excluded from this policy. For more information please see our returns page.

Q. Do you offer extended returns over Christmas?

A. Yes, covered under our Christmas returns policy, any products purchased from November 10th until December 18th can be returned up until 14th of January for a full refund, provided the items are eligible for return. For more information please see our returns page.

Q. When will my order arrive? 

A. We do our best to maintain an inventory of each object. However, we hand-make all of our products in our Dorset workshop. If your product is not in stock when you order, it may take up to 10 days to ship – we have to make it! Orders shipped to the UK typically take 2 - 3 working days to arrive.

Q. Can I expedite my order? 

A. If you would like to expedite your order please contact us before placing your order. Since our products are made by hand, we would need to verify that we have your item in stock in order to ensure it will arrive in time. 

Q. My order tracking says it has been delivered but it’s not here

A. If your order says it has been delivered but it is not there, contact the shipping provider you chose at checkout. You can also check with neighbours in case the package was delivered to the wrong house. Packages usually do not stay lost, and these problems are often easily resolved. 

Q. Do you offer international shipping?

A. Yes we do, and we are continuously adding more shipping destinations. To get our most up-to-date list please see our delivery page. Please note that some items are excluded from International Shipping.

Q. Why is your international shipping so high? 

A. We offer the lowest priced International shipping options available to us. Be sure to check out our stockist map to see if one of our international stockists is local to you, or can ship to you for less. 

Products

Q. I have a question about a specific product

A. Please get in touch, we would love to help you find out more about a product.

Q. How do I refresh my cutting board? 

A. Our cutting boards and other kitchen products will arrive finished with linseed and mineral oil, that restores and preserves wood. You can purchase more mineral oil to refinish the board and any other wooden kitchen objects such as spoons and butcher blocks when they start to look dull and worn. 

Q. How do I clean the surface of my chalk tablet? 

A. Wipe the chalk surface with a damp cloth. If the surface begins to look worn over time, clean with vinegar. Wipe clean with water and dry. 

Q. How do I clean my wooden home and living product?

A. Use a damp cloth to gentle wipe any dirt off of the wood. Make sure you don't leave any water sitting on the surface of the wood else it can raise the grain, stain and warp the wood.

Q. Why has the metal on my product gone rusty?

A. We love using mild steel on some of our products. It has a raw industrial charm that you cant get with other metals. We coat our mild steel with several coats of Penetrol which creates a hard film over the metal. But if the metal is exposed to water then it will begin to corrode. If you are worried about your metal then linseed oil is a fantastic polymer available form our hardware room.

Q. How do i clean the slate on my board?

A. Our slate boards are made form welsh slate which lasts for hundreds of years and can endure even the harshest of uses. Our boards are coated in Dorset bees wax which is nourishing and restorative. If you would like to buff up the appearance of your board you can find the wax our hardware room but it is not necessary for the purpose of hygiene.

Q. Why has my wooden product changed shape, warped or split?

A. We only use hardwood from the centre of the tree where the grain is straightest, tightest and strongest. All of our wood is then air dried for 12 months to 15% moisture content, which is more than acceptable for the average home. But if the board is submerged in water or exposed to extreme temperatures it can begin to warp and crack. If you are concerned about your board and would like some advice please contact us.

Q. Are your wooden baby products safe?

A. Wood is the best material for your baby, we only use the finest hardwoods from the maple and oak tree. We pay extra attention to make them as smooth as possible and don't finish them with any oils or waxes. Check out our latest baby prodcuts.

Q. Can i leave my garden products out over winter?

A. We recommend that you bring your wooden garden products inside or into a shed over winter. They are coated in a deep penetrating natural tung oil but are still susceptible to staining, warping and cracking if left in wet and cold environments for long periods of time. Check out our latest garden prodcuts.

Q. Are wooden chopping boards hygienic?

A. Wood is most hygienic material for food preparation surfaces. They have natural anti bacterial properties which combat any bacteria growth. They also are kind to your knives, extremely hard wearing and can be re finished very easily. 

Q. Are your finishes safe?

A. All of our finished are friendly to the environment and your body. They contain no lead, mercury or VOC's and made from all natural ingredients. They are naturally hard wearing and create an amazing natural finish. To find out more check out our materials page.

Q. Is my product environmentally friendly?

A. All of our products are made from recyclable, renewable and biodegradable materials. They are all created in house and made to stand the test of time, this means they have a low carbon footprint and very sustainable. Find out more about our pledge to the planet.

Q. Why has my soap dish turned black?

A. Our soap dishes are slow baked in a kiln after they are shaped, this is an ancient preservation technique. They are also coated in serval coats of tung oil which is a fantastic water displacement substance. The design of our soap dishes are tailored to drain excess water away from the dish, however if the wood is exposed to soap scum for long periods of time than the tannins in the wood may begin to turn black. This does not effect the structure of the soap dish but if you would like to restore your soap dish surface please contact us.

Q. Do you sell spare ramekins, shot glasses and spoons?

A. If you have an accident then don't worry. We've got you covered and we're actually glad that your product is getting the use it was intended for. We stock plenty of spare ramekins, glasses and spoons. Please contact us to find out how to replace your broken item or take a look in our hardware room.