FAQ

FREQUENTLY ASKED QUESTIONS
Here are the answers to some of the most frequently asked questions about our products, website, and services. If you still can't find what you're looking for, contact one of our Customer Care Advisors who'll be more than happy to help.

What's the difference between the way products look online and offline?
How our products appears online has a lot to do with your monitor resolution. To aid in your visualization of the product, we strive to provide you with good quality images, large photographs and the ability to zoom in on photographs online. Rest assured that when our product arrives it will always measure up to our company's stringent quality standards.

What are my payment options?
We currently accept American Express, Mastercard and Visa.

Will I be charged sales tax?
It is required by law to charge state and local sales tax for orders shipped to states where we conduct business. Therefore, all of our online or phone orders will include sales tax where such taxes are imposed by that destination state.

How much is the delivery charge?
Delivery charges vary by destination country and the method selected. For further information on delivery charges where you plan to ship to, please check our delivery page.

How long will it take for my order to arrive?
How long it'll take for your order to arrive depends on the destination and delivery method selected. For further information about estimated delivery times to your destination, please visit our our delivery page.

Can I specify a delivery time?
Unfortunately, we can't select or specify an exact time. To track your order, simply log into your account, or check your shipping confirmation email, to monitor its progress.

How do I cancel or change an order?
Changed your mind? Please contact our Customer Care team as soon as you realize that you need to change the details of your order. Please note that if your order has already been processed, it may be too late to cancel or change the delivery. You can return the order once it is received. In the event you refuse an order after it has been shipped, you'll be responsible for any shipping charges related to that order.

I have a question about an order, what do I do?
We've recently upgraded our website. Customers with an existing account will need to reset their password in order to access the new system. For any previous account history or order history questions, please contact us.

How can I update my details?
Updating your details is simple. You can manage your details by logging into your account here. If you have any problems doing so, please contact our Customer Care team.

When will my order be charged?
Please not that your card won’t be charged until your order is dispatched from our warehouse.

How do I track my order?
Each time you order through our website, you will receive emails to keep you updated, which include an order acknowledgement email that should arrive in your inbox immediately letting you know your order was received, and a shipping confirmation email, including tracking details, to let you know that your order is on its way to you.

If you're registered with us, you can track the status of your order simply by logging into your account. If you have any queries about the location of your package, please contact Customer Care who'll be happy to help.

I have a question about my account, what do I do?
If you forget your password, visit the Account Login page to reset your details.

I've forgotten my password, how can I retrieve it?
Not to worry, we all forget things from time to time. Simply visit the account login page and click the Forgot Password link to reset.

I'm having problems registering or logging into my account, can you help me?
We're sorry to hear you're experiencing trouble accessing your account. If you've tried resetting your password but still can't access your account, simply contact us. We'll try our best to help so that you can update your details as you wish. Alternatively, you can also place your order with us over the phone.

I've broken one of my favorite items and the pattern isn't available on your website. Can I still order a replacement?
The stock on our website tends to only be our very latest ranges or recently discontinued products and we do not offer a repairs service. We suggest you search for other replacement tableware or collectible services online.

How secure are my details?
Your privacy is of the utmost importance to us.we take every step to keep your financial information private and safe, and all transactions occur in a secure area of our site so that you can buy online with confidence.

PRODUCT QUESTIONS
I have a question about a product, what do I do?
If you have already checked the product page and still can’t find the answer, then please contact Customer Care.

I've received my order and I have breakage within the order?
In order for us to best assist you with a broken item within one of our Ecommerce orders, we require a picture clearly displaying the damaged area of the item. Please include your order number in the email.

XXX@XXX.com

Why do my plates have grey marks on them?
Some owners notice grey marks or 'scratches' on their dinnerware. Don't panic—this isn't a defect.These marks can occur when metal utensils are used and meet the hard glazes typically used by most stoneware manufacturers.

Stoneware glazes look and feel very smooth—however the surface is made up of microscopic 'peaks and valleys'. When metal utensils touch the surface of the stoneware, often being softer than the glaze, tiny metal particles get caught in the microscopic valleys, causing those grey marks.

Though some customers refer to these as scratches, there's not usually any actual damage to the glaze or the stoneware body. The good news is that metal deposits can be removed with a variety of cleansers. The combination of chemical action and a mild abrasive in the cleaner easily removes the metal particles from the glaze... Phew!

What are your recommended care instructions?
We recommend visiting our Care Guide for information regarding our products.

What's the difference between the way products look online and offline?
How the colors of products appear on our website has a lot to do with your monitor or phone screen resolution. To help you visualize our products, we strive to provide you with the best imagery.

Can you provide me with valuations for selling or insurance purposes?
Unfortunately, we're unable to give valuations for any purposes for our products. We recommend that you contact your local antiques dealer to discuss this.

GENERAL QUESTIONS
Where are products made?
For over 160 years Our Product Design and Development has taken place in the China. Today, maintains exactly the same engineering excellence and proven quality control in all our owned facilities in which we produce and continues to adhere to these world famous standards.

What is your stance on sustainability?
We're constantly looking for new ways to increase the use of recycled or renewable materials in our products, reduce unnecessary packaging and be as thoughtful, efficient and sustainable as possible.