Delivery
Last Order Dates for Christmas
Please be advised the Christmas delivery schedule is for guidance, orders that require customs clearance may incur additional processing time. If there are further charges for customs clearance, these costs must be borne by you, we have no control over these charges and cannot predict what these may be.
*DHL Economy available for Europe orders. Last order date Monday 9th December.
Royal Mail - Standard Service
Please be advised the Christmas delivery schedule is for guidance, orders that require customs clearance may incur additional processing time. If there are further charges for customs clearance, these costs must be borne by you, we have no control over these charges and cannot predict what these may be.
- UK customers will be able to access tracking information on the Royal Mail website once delivery has been attempted or once delivery has been made.
- Orders will be delivered by Royal Mail to UK addresses.
- International orders will be delivered a local carrier.
- We do not offer Royal Mail services to Europe. If you wish to ship to Europe, please refer to our DHL options.
- Item weight and value restrictions do apply.
- If your parcel is delayed, please refer to the Royal Mail website for potential operational or environmental delays.
DHL - Express Service
- Shipping rates are determined by weight and volume.
- Orders will be delivered by DHL and will be assigned a tracking number upon dispatch. We recommend that you monitor the tracking information for updates through the DHL website.
- A signature will be required on delivery and if for any reason an item cannot be delivered it may be returned to us, and you may be liable for re-delivery charges.
- Orders sent on this service cannot be delivered to PO boxes.
- Shipping fees for DHL are based on weight and volume of the parcel.
- Once an order is with the DHL courier you may amend the shipping address and time through their website.
DHL - Economy Select
- DHL Economy Select is a shipping service for less urgent shipments. Delivery times when shipping within Europe with DHL Economy Select can take approximately 5 working days, depending on the specific route.
International Delivery
Customs
- Please note that when ordering from our online shop, you are considered the importer of goods and must comply with all laws and regulations of the destination country of your order.
- If there are additional charges for customs clearance, these costs must be borne by you, we have no control over these charges and cannot predict what these may be.
- For items to be exported, the carriage charge covers packaging and delivery only. When ordering products for delivery overseas, you will be subject to import duties and taxes that are levied once the package reaches its destination country.
- Customs policies vary widely from country to country, so you should contact your local customs office for further information.
- We do not offer refunds for items that have been retruned due to unpaid custom fees.
Cancellations and Amendments
Once payment has been processed orders cannot be stopped. In order to cancel your order you will be required to return your parcel within 28 days. We are unable to amend order details once payment has processed. Please see our Terms & Conditions for further information on your cancellation rights.
Returns and Replacements
- Any damage or defects in the goods must be notified to us by you within fourteen days of the delivery date.
- All items must be returned with the sales invoice within 28 days of the purchase date.
- Regretfully, we are unable to offer to exchange items. We do however, offer replacement items for damaged or faulty goods. Please send an email including a picture of the fault and a picture of your invoice to our Customer Service team, who will be able to assist you further.
Windsor Great Park
Windsor
Berkshire
SL4 2HR
- You will not be liable for shipping fees incurred in returning goods that are damaged or faulty.
- Please wait to receive confirmation that your return request has been accepted before returning the items as items returned without prior approval may not be refunded. To ensure your refund is processed in a timely manner, please include your sales invoice in the return.
- Once the refund has been processed by our team, please allow up to 10 working days to see the refund in your bank account.
- We strongly recommend that you retain your receipt from the local carrier until you have received credit for your return. We regret that we cannot be held responsible for non-delivery of returned goods.
FAQS
Faulty or Damaged Goods
If you receive a faulty or damaged item, please contact our Customer Service team with an image of the fault. They will then be able to advise further and organise a replacement of the item where stock allows.
All our fine bone china is made by hand in England using methods unchanged for over 200 years; in light of this, and unlike machine-made china, we do expect some degree of individuality among these items. Please contact our Customer Service team with an image if you believe there to be a variation in design or quality that is not as expected and they will endevour to find a replacement or refund the item.
How long replacements take to process and delivery will vary depending on the unique circumstances of each request. If your item is being recalled from you, our team will need to wait until the item is received into the warehouse before proceeding with a replacement and therefore you should allow delivery time to our warehouse plus the shipping times outlined above. We ship the majority of replacements via DHL. If your item is not being recalled, the item will be processed 24-48 hours after the replacement is done by our team Monday to Friday and then shipped with the normal estimated shipping times as stated on this page.
Incorrect or Missing Items
Please contact our Customer Service team if you have not received an item in your order or, have received an item you did not order. Where appropriate, please include an image of your parcel as you received it.
Missing Parcel
If you have not received your order and it has been longer than the outlined shipping dates on this page, plus the two working days it takes to process your order in our warehouse. Please contact our Customer Service team. Alternatively, if you have ordered with DHL, you can view the tracking information on their website here. If you are shipping to an address outside the UK, it may be that more import restrictions or customs have held up your parcel.
On occasion, your parcel may be returned to us before it reaches you. In these instances, you will receive an automatic refund and be informed of this via email. If you wish to reorder, you will need to do so through the website as we do not retain parcels that have been returned to our warehouse due to non-delivery and therefore cannot send the parcel to you again.
Refused Parcel
If you wish to refuse a parcel or, in scenarios where the parcel was delivered to the incorrect address and refused, the parcel will be sent back to our warehouse. On delivery into the warehouse, our returns team will process an automatic refund and you will be alerted via email when this has been completed.
Store Returns
Purchased Instore:
If you are based in the UK and are able to visit one of our stores in London, Windsor or Edinburgh, our retail teams will be happy to assist you with your return query.
If you are unable to visit one of our shops, please contact our Customer Service team who will be able to assist you in the next steps of processing your return.
Purchased Online:
We do not offer instore returns for items purchased online. Please visit our Returns page to request a return of your items and follow the instructions in our 'Returning Your Goods' section of this page. The customer will incur shipping fees for sending their parcel back.
Non-Refundable Items
In the interest of hygiene and for your protection, we exclude pierced earrings and face coverings from our returns policy.
Orders, Delivery and Returns FAQ
Orders
Can I place my order over the phone?
We are no longer able to accept orders over the phone. For your security, please place your order through the website.
Can I place an item on pre-order?
We do not offer pre-orders on any items. If you are interested in a product that is not available, you can sign up for product alerts to be the first to hear when the product comes into stock. Simply go to the product page, click the red button which reads 'E-mail me when available to purchase' and sign into your account. There will be a confirmation of your alert being saved above the product image. Once the item comes back into stock, you will receive an email letting you know and you will be able to buy the item as long as it remains in stock. We cannot guarantee this item will stay in for a prolonged period of time after the email is sent.
Can I choose a limited edition number?
We do not offer the option to select a limited edition number. If you wish to select a particular number, you can visit one of our stores to see what they have available. We cannot guarantee that your desired number will still be on sale.
What happens when I place an order?
Once you have completed your details, submitted payment and your order is successfully placed, you should receive an email confirmation of the order. This email includes your invoice number and order number (starting with 1000) that you will be able to use to track your order status and quote when speaking to our Customer Service team. If you cannot see this email in your inbox after an hour and it is not in your Junk folder, please contact our Customer Service team who will be able to provide the order number or advise further.
We aim to ship 24-48 hours, or 1-2 working days, after your order has been placed. Our warehouse is open Monday to Friday so if you order on a Friday evening, this estimated time will begin from Monday.
When you order is ready to leave our warehouse, you will receive a second email confirming the shipment of your parcel. This means it is now with your chosen courier and any further tracking information (if provided) will come from them. If you have chosen our tracked shipping option with DHL, you should receive an email from them that includes your DHL tracking number. This will be different from the order number on your email confirmations.
If you have chosen the untracked service through Royal Mail, there will be no tracking information provided. If you have not received your parcel 30 days after your parcel was shipped, you can contact our Customer Service team who will be able to assist you further. If Royal mail have attempted delivery but you were not in, you may receive an email from them with further information on your parcel.
How long will it take for my order to be shipped?
We aim to ship your order 24 – 48 hours after you place the order, Monday to Friday. This timescale does not include UK bank holidays or exceptional circumstances out of our control.
Do you offer next day delivery?
We do not offer next day delivery or named-day delivery options at this time.
Do you offer a Click & Collect service?
We do not offer a Click & Collect service at any of our stores at this time.