We pride ourselves on excellent customer service and an efficient, reliable customer experience.
Occasionally though problems do occur. When this is the case, for whatever reason, we will always do our best to resolve any issues as quickly as possible.
Standard Terms & Conditions regarding returns
All standard product can be returned to us up to 28 days after purchase. Exceptions include, bespoke and personalised orders.
Every parcel sent out from us will include a packing note. If you wish to return an item for any reason, please ensure all returns are sent back in their original box and condition with the packing note enclosed. This allows us to process any returns as quickly as possible. You can return an item to us, via the method of your choice but for peace of mind, we advise that all returns are returned to us via a tracked postal or courier service. Never send back broken items.
To be eligible for refund or exchange, products returned to us must be in an acceptable condition; this means that they must be complete, in perfect condition, unused, unwashed and with the original packaging. Should the product and/or packaging be returned to us in an unsellable condition. We reserve the right to refuse the refund and an online credit will be issued.
All returns should be sent to:
C/O Dartington Crystal (Torrington) Ltd,
Below we have outlined the best practice for resolving any queries you may have regarding orders you have received;
Customer ordered the incorrect item or would like to return items for a credit
If you have changed your mind upon receiving the items, or they are not as you were expecting for any reason, just let us know within 30 days of ordering and the goods can be returned for a full refund. Unfortunately we are unable to offer a collection service, so the return would have to be organised by the customer. The cost of delivery originally paid to have the items sent out to you will be refunded where applicable, but sending the items back to us would be at your own cost.
Items arrived damaged or broken
If upon opening your parcel you find that any of your items have arrived damaged or broken, please do not return the items to us. Send us a photo of the damaged goods, along with all the information asked for on your returns form, to firstname.lastname@example.org. We will then get in touch with you and arrange for a replacement to be sent out at the earliest convenience.
Incorrect items received / Mispicks
If for some reason you believe you have not received the items you originally ordered, please send us an email to email@example.com. Provide us with as much information as possible, including your name, order number and if possible a picture of the items you have received. We will then look into it for you, get in touch and arrange for our couriers to send out the correct items and collect the incorrect delivery. We cannot guarantee that the collection and delivery will happen at the same time so please make sure you package up the goods to be returned in their original box and have them ready. We will email you a FedEx postage label to attached to your parcel, so you do not need to worry about this.
Item was purchased as a gift and the recipient would like to exchange
If you have purchased your item as a gift an the recipient would like to exchange their goods for something else, please get in touch with us as soon as possible. We would then ask you to return the goods to us, at your own expense, and reorder the goods required. Once the items come back, with the completed returns form provided, we will get in touch with you and arrange a refund for the goods.
During the Christmas period any orders purchased as gifts will have 45 days from December 25th to return the item to us. Giving the recipient time to return the item and exchange for their favourite piece.