Returns and Replacements

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.

Standard T&Cs regarding returns

Every parcel sent out from us should include a 'Returns Form'.
If you wish to return an item for any reason, please do so within 14 days of purchase.
Please fill in the form with as much detail as you can. This allows us to process any returns as quickly as possible.
Please ensure all returns are sent back in their original box and condition.
Never send back broken items.

All returns should be sent to: Internet Returns, Dartington Crystal (Torrington) Ltd, Great Torrington, Devon, EX38 7AN.

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 14 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.
Please be aware that we cannot offer refunds on personalised/engraved items. As they are unique to you we would be unable to resell them.

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 websales@dartington.co.uk. 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 websales@dartington.co.uk. 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.
Please be advised that we are unable to offer refunds or exchanges on personalised/engraved items.

During the Christmas period any orders purchased as gifts will have 30 days from December 25th to return the item to us. Giving the recipient time to return the item and exchange for their favourite piece. 

Items have arrived and the engraving is incorrect or unsatisfactory

Any text that you wish to have engraved is copied exactly as it is written on the order. This includes all punctuation and line breaks. If you have any special requirements, please make sure you add these to the 'notes for engraver' box when prompted.
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 websales@dartington.co.uk. 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, or there are any obvious mistakes/misspellings, we will arrange for a replacement piece to be sent out as soon as possible. If the item is deemed to not be incorrect in any way by our quality control team then unfortunately we are unable to offer any refunds for engraved items. We will do our best to resolve any issues that you have but in some instance due to the nature of hand and machine engraving we are unable to change some things.