Our Commitment to Your Satisfaction

At Dartington Crystal, we take as much care in ensuring your complete satisfaction as our artisans do in crafting each piece of our British-made crystal. Should any item not meet your expectations, we are here to help with a straightforward returns and exchange process.

Returns & Exchanges Timeframe

We accept returns and exchanges within 15 days from the date you receive your order. This applies to all our collections including:

  • Aurea drinkware and Athena Bowls
  • Bar Excellence range
  • British Made Glassware collections
  • Anniversary Gifts and Birthday Gifts
  • All other drinkware and homeware items

Non-Returnable Items

To ensure the highest standards of hygiene and quality, the following items cannot be returned or exchanged:

  • Used drinkware (for health and safety reasons)
  • Personalised or custom-made items from our Armchair Spirits or special collections
  • Opened food-serving items such as bowls and platters

Return & Exchange Process

Step 1: Initiate Your Return

Contact our customer service team within 15 days of receiving your order. Please use the template below to ensure we have all necessary information.

Returns Request Template

Email Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Dartington Crystal Team,

I would like to request a [return/exchange] for my recent order.

Order Details:

Order Number: [Your Order Number]

Order Date: [Date of Order]

Item(s) to Return: [Product Name and Quantity]

Reason for Return: [Please specify reason – e.g., damaged, incorrect item, change of mind]

Preferred Resolution: [Refund/Exchange for specific item]

Contact Information:

Full Name: [Your Full Name]

Email: [Your Email Address]

Phone: [Your Phone Number]

Thank you for your assistance.

Sincerely,

[Your Name]

Step 2: Package Your Items

Please ensure all items are:

  • In original condition
  • Including all original packaging
  • With tags still attached
  • Securely packaged to prevent damage during return shipping

Step 3: Return Shipping

You are responsible for return shipping costs unless the item arrived damaged or incorrect. We recommend using a tracked shipping service. Return address:

Dartington Crystal Returns
44 Cambridge St
Derby, GB DE6D 8PV

Refund Processing

Refund Timeline

Once we receive and inspect your returned item:

  • Processing Time: 3-5 business days
  • Refund Issuance: Refunds will be processed to your original payment method
  • Bank Processing: Additional 5-10 business days for the refund to appear in your account

Refund Methods

Refunds will be issued through your original payment method:

  • Visa/MasterCard/JCB credit/debit cards
  • PayPal payments

Exchange Process

For exchanges:

  • We will ship your replacement item once we receive the returned product
  • Standard shipping charges apply for the new item
  • If the exchange item is of higher value, we will invoice you for the difference

Damaged or Incorrect Items

If you receive a damaged item or incorrect product:

  • Contact us immediately at [email protected]
  • Include photos of the damaged item or incorrect product
  • We will arrange for a replacement and cover all shipping costs

International Returns

For our international customers (excluding certain remote areas):

  • Return shipping costs are the responsibility of the customer
  • Customs duties and taxes for returned items are non-refundable
  • Please ensure proper customs documentation for returns

Contact Us

For any questions about returns or exchanges:

Email: [email protected]

Address: 44 Cambridge St, Derby, GB DE6D 8PV

Response Time: Within 24-48 hours during business days

Thank you for choosing Dartington Crystal. We appreciate your trust in our British craftsmanship and are committed to ensuring your complete satisfaction with every purchase.