Returns and Replacements
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.
Please register your return by visiting the link below,
Please note, you will need your website order number which can be found on your order confirmation, if you ordered by phone or email please email us at email@example.com for return instructions.
RETURNS TERMS & FAQ’s
All standard product can be returned to us up to 30 days after purchase. Exceptions include, bespoke and personalised orders, which are not available to be returned.
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. Please note the cost of returning an unwanted item will be the responsibility of the purchaser and 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.
Below we have outlined the best practice for resolving any queries you may have regarding orders you have received;
UNWANTED/CHANGED MY MIND
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. If your item is returned to us outside of the 30 day return window, a voucher or store credit will be issued instead.
Please be aware that we cannot accept returns of personalised/engraved items, as they are unique to you we would be unable to resell them.
DAMAGED OR DEFECTIVE PRODUCTS
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 your name and order number, 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.
PRODUCT IS NOT WHAT I ORDERED
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 courier postage label to attach to your parcel, so you do not need to worry about this.
Unfortunately, we do not offer exchanges on online orders.
ENGRAVING IS INCORRECT
Any text that you wish to have engraved is copied exactly as it is submitted on the order, this includes all punctuation and line breaks. As part of our ordering terms, we ask you to check your engraving before submitting your order as we cannot refund products which have been spelt incorrectly. When ordering via our online visualisation system all text needs be within the blue boundary shown on the image. Failure to do this will likely mean an error in your engraving for which Dartington crystal will not be held responsible.
If you received an item which you have asked to be personally engraved and you are not 100% happy with the finished piece, please send us a photo to firstname.lastname@example.org. We will then pass this on to our quality control team who will advise whether there has been an error in crafting the piece. If this is the case, we will arrange for a replacement piece to be sent out as soon as possible.
If you have any other questions regarding returns or replacements, please contact us at email@example.com or give us a call on 01805 626221.