Our Commitment to Excellence

At Dartington Crystal, we combine generations of British craftsmanship with exceptional customer service. Just as our artisans carefully handcraft each piece of crystal, we meticulously handle every aspect of your shopping experience to ensure complete satisfaction.

Shipping Information

Order Processing

We take 1-2 business days to carefully prepare your order for shipment. Each piece is individually wrapped to ensure it reaches you in perfect condition.

Shipping Methods

  • Standard Shipping – £12.95
    • Delivered via DHL or FedEx
    • 10-15 days delivery after dispatch
  • Free Shipping
    • Available on orders over £50
    • Delivered via EMS
    • 15-25 days delivery after dispatch

International Shipping

We proudly ship worldwide, excluding certain remote areas in Asia and other specified regions. International customers are responsible for any customs duties or taxes imposed by their country.

Returns & Exchanges

Returns Timeframe

We accept returns and exchanges within 15 days from the date you receive your order. This policy 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 maintain our high 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 from our Bowls and Platters collection

Return & Exchange Process

Step 1: Initiate Your Return

Contact our customer service team within 15 days of receiving your order using the template below:

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

Email Body:
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, unused condition
  • Including all original packaging and documentation
  • 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: 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:

  • 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 shipping, 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. Our team takes pride in providing service that matches the quality of our handcrafted crystal pieces.