• How do I place an order?

1. Click the shopping cart icon on the product category page or the "add to cart" button on the product details page to add the product to your cart.
2. If you want to change or remove products, click on the shopping cart icon on the upper right-hand corner to view your shopping cart.
3. Click “checkout”. If you have a discount code, you can use it at the checkout.
4. Enter your shipping and billing details. Then choose your preferred payment method and delivery mode.
5. You can sign in before placing an order, or continue without signing in. Before completing the purchase, you need to accept our Terms of Sale and Privacy Notice .
6. Complete your order with our secured payment.
7. Once your payment is complete, you’ll see a summary of your order, and we’ll email you an order acknowledgment.

• How can I redeem a discount code?
Just add your promo code inside the discount code field at the checkout.

• Can I use multiple discount codes on one order?
Only one promotional offer or discount code may be applied per order. Promotions cannot be combined unless expressly stated.

• What payment methods do you accept?
We accept American Express, Mastercard, Visa and Apple Pay.

• Why won’t my payment go through?
If your payment is unsuccessful, please check the following:
Did you enter a complete and valid delivery and billing address? Kindly note, we can’t deliver to a PO Box.
Is your billing address within a following country: EU or EEA country, United Kingdom, USA, Canada, Switzerland, Qatar and United Arab Emirates. Kindly note that you can’t use a billing address which is outside of these countries.
If paying by credit/debit card:
• Did you enter your card and billing details correctly?
• Did you enter the correct card type, card number, issue number, expiry date, valid from/to date, and CVV security code (the three-digit number on the back of your card)?
If the problem persists, please contact your payment method provider.

• Can I change or cancel my order after placing it?
Please contact our Customer Care team as soon as possible if you need to amend your order. If your order has already been processed, it may not be possible to make changes. You can return the item once it has been received. If an order is refused after dispatch, any associated shipping costs will remain the responsibility of the customer.

• How will I know if my order has been confirmed?
Once your order has been placed, you will receive an order confirmation email shortly afterwards.

• Do you offer gift wrapping or gift messages?
We do not currently offer gift wrapping. However, we are always looking to enhance our services, so please check back for updates.

• What delivery options are available?
Delivery options available in your area can be viewed on our delivery page.

• How long does delivery take?
Delivery times vary depending on your location. Please refer to our delivery page for further details.

• Where do you deliver?
We deliver to Austria, Belgium, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Poland, Spain, Sweden, Switzerland, Qatar, United Arab Emirates, United Kingdom, United States. Please select the correct delivery country at the checkout.

Please note that if you change delivery country at the checkout, then all the sections at the checkout will change accordingly. For instance, if you are adding products to your cart in a webstore which delivers to United Kingdom and you change the delivery country to Sweden at the checkout, then your cart will be updated (availability of products and offers, currency, price, VAT rate, payment and shipping methods, Terms of Sale etc.).

Please refer to our delivery page for further details.

• How much does shipping cost?
Shipping charges are calculated based on your delivery destination. Full details can be found on our delivery page.

• Can I track my order?
Yes, once your order has been dispatched, you will receive tracking information via email. You can also track your order through your account.

• What should I do if my order hasn’t arrived?
If your order has not arrived within the expected timeframe, please contact our Customer Service team , quoting your order number, and we will be happy to assist.

• What is your returns policy?
If you are not completely satisfied with your purchase, you may return your item within 30 days of receipt. Items must be returned in their original condition and
packaging to:

Fiskars Living LLC
1330 Campus Parkway
Wall,NJ07753
Attention Returns Department

Return postage costs are the responsibility of the customer unless the item is faulty, damaged, or sent in error. Once received and inspected, refunds will be processed within 14 days to the original payment method. Original delivery charges are non-refundable.

• Damaged or faulty items
  If your item arrives damaged or faulty, please contact our Customer Service team before returning it so we can guide you on the next steps.
  

• How do I return an item?
Please follow these simple steps:

1. Repack your item(s)
Carefully pack the item(s) in their original packaging to prevent damage during transit.

2. Include your return details
Complete the return form included in your shipment confirmation email and place it inside the parcel.
If you’re unable to access the form, please include a note with:
- Your name
- Order number
- The item(s) you are returning

3. Send your return
Ship the parcel using a courier of your choice (return postage is your responsibility).
We strongly recommend using a tracked or recorded delivery service, as we cannot be responsible for items lost in transit.
Please note: If your item is faulty, damaged, or incorrect, return costs will be covered.

4. Return address
Send your parcel to:
Fiskars Living LLC
1330 Campus Parkway
Wall,NJ07753
Attention Returns Department

Important information
We can only process returns for purchases made directly from royaldoulton.com.
If you purchased your item from another retailer, please contact them directly for assistance.

• How long does it take to process a refund?
Refunds are processed within 14 days of receiving your return and are issued to your original payment method.

• Can I exchange an item instead of returning it?
We’re sorry, but we do not offer an exchange service. If you would like a different item, please return your order for a refund and place a new order.

• What if my item arrives damaged or faulty?
If your item arrives damaged or faulty, please contact our Customer Service team with your order number and photos of the issue. We will be happy to assist and guide you through the next steps.

• Do I already have a webstore account?
You have an account, if you:
• have previously created an account at royaldoulton.com
• subscribe to the newsletter
• place an order in the webstore

• How can I create a webstore account?
You can create an account by inserting your email address into the sign in page, which you can access by clicking the profile icon in the top right corner.
Once you have entered your email address, a one-time 6 digit code will be sent to you by email. The code is valid for 15 minutes. If you have not received the code, please first check your spam folder. If the code is not there, you may contact our Customer Service .
Enter the code into the field on the sign in page and press the “Submit” button.
Please note that if you do not already have an account, one will be created for you, if you:
• subscribe to a newsletter
• place an order in the webstore

• How do I sign in to my account?
You can access the sign in page by clicking the profile icon in the upper right corner of the website.
Enter your email address on the sign in page, and a one-time 6 digit code will be sent to you by email. The code is valid for 15 minutes. If you have not received the code, please first check your spam folder. If the code is not there, you may contact our Customer Service.
Enter the code into the field on the sign in page and click the “Submit” button.
Please make sure to use the email address that you:
• used to create your account; or
• used when making a purchase in the webstore; or
• used to subscribe to the newsletter.

• Do I need a password to log in to my account?
You do not need a password. You sign in using your email address and a onetime 6-digit code.
If you previously created a password for your account, the old password is no longer in use and has been replaced with a onetime 6-digit code. A new code is sent to you by email each time you sign in.

• What are the benefits of having a webstore account?
o You can view your purchase history (please note that only purchases made after 21 April 2026 are shown. For information about earlier purchases, you can contact our Customer Service )
o You can see your personal details and update them
o You can track the status and delivery information of your orders
o You can subscribe to the newsletter
o You can change your marketing communication settings
o You can complete purchases more quickly, as your details—such as delivery address—do not need to be entered again. (Please note that we do not store credit card information.)

• How can I check my purchase history?
If you have a webstore account, you can view the orders you have placed after 21 April 2026 by checking your purchases on the Orders page. Sign in by entering your email address and the one time 6 digit code sent to your email, then go to the Orders page. You will see your purchase history, and by clicking individual order numbers, you can see more details about each order.
You can obtain information about orders placed before 21 April 2026 by contacting our Customer Service .

• How can I update my account details?
You can update your details by logging into your account and visiting the Profile page.

• Is my personal information secure?
Yes, your personal information is handled securely and in accordance with our privacy policy.

• How can I delete my data?
Please contact our Customer Service – they will assist you with deleting your data.
If you wish to delete all your data, please remember to provide every email address you have used for any of the following:
• making purchases in the webstore
• creating webstore account
• subscribing to the newsletter
• contacting our customer service

• Are your products dishwasher safe?
Many of our tableware items are dishwasher safe. We recommend checking the individual product details for specific care instructions.

• Are your products microwave safe?
Most tableware is microwave safe, unless it includes metallic decoration. Please refer to the product details for confirmation.

• How should I care for my tableware?
We recommend following the care instructions provided with each product. Avoid abrasive cleaners and handle with care to preserve the finish and longevity of your pieces.

• Do your products contain lead or harmful materials?
All products are manufactured to meet applicable safety and quality standards, ensuring they are safe for everyday use.

• Are your items suitable for everyday use?
Yes, our collections are designed for everyday dining, combining durability with contemporary design.

• Where are your products made?
Our products are designed in the United Kingdom, with production carried out in carefully selected facilities worldwide, maintaining strict quality standards.

• What materials are used in your collections?
Our tableware is primarily made from porcelain and stoneware, with figurines often crafted from fine bone china.

• Why do some items vary in colour or finish?
Subtle variations in colour and finish are part of the production process and contribute to the unique character of each piece.

• Are your collections discontinued or limited edition?
Some collections are ongoing, while others may be seasonal or discontinued. Availability may vary depending on stock.

• How can I identify a specific pattern or collection?
We often receive enquiries about identifying patterns, valuing items, or dating marks. Due to the size of our Customer Care team, we are unable to research individual pieces. For assistance, we recommend visiting Replacements.com, a useful resource for collectors.

• Do you sell replacement pieces?
Our website typically features our latest and recently discontinued collections. For older items, we recommend exploring specialist replacement services such as chinasearch.co.uk or similar providers.

• Do you offer wedding or gift registries?
We do not currently offer a gift registry service.

• Can I purchase gift cards?
We do not currently offer gift cards.

• How do I send a gift directly to someone?
You can enter an alternative delivery address at checkout to send your order directly to the recipient.

• What sustainability practices do you follow?
We are committed to improving sustainability by reducing
packaging, increasing the use of recycled materials, and continually reviewing
our processes.

• Is your packaging recyclable?
Where possible, we use recyclable materials and encourage responsible disposal.

• Where do you source your materials?
We work with trusted global partners to ensure responsible sourcing and high-quality production.

• How can I contact customer service?
You can contact our Customer Service team via the contact details provided on our website.

• What are your customer service hours?
Our customer service phone line is open from 10am - 3pm GMT. You can also contact us via the contact us form and one of the team will come back to you within 48 hours.

• Do you offer support via phone, email, or live chat?
We primarily offer support via email and online contact forms and our phone lines are open from 10am - 3pm GMT

• What is the history of Royal Doulton?
Founded in 1815, Royal Doulton has a rich heritage rooted in British craftsmanship and design.

• What makes Royal Doulton unique?
Royal Doulton combines traditional craftsmanship with contemporary design, creating distinctive and enduring collections.

• Who designs your collections?
Our collections are created by our in-house design team, alongside collaborations with leading designers and artists.