Terms and Conditions

Effective date April 21, 2026

Welcome to Royal Doulton webstore at www.royaldoulton.com (hereinafter referred to as "the webstore").

The owner and operator of this website and webstore is Fiskars Online Oy Ab, a company registered in Finland under company number FI31031109 whose registered office is at Keilaniementie 10, P.O. Box 91, 02151 Espoo, Finland. Fiskars Online Oy Ab is the seller (later “Seller” or “we”) of the products and services offered at Royal Doulton webstore.

If you have questions regarding the webstore, please contact our Customer Service team . If your inquiry relates to a purchase, please provide your order number so we can assist you more easily. We only handle inquiries concerning the webstore and purchases made here. For example, if you have purchased our products in one of our physical stores, from one of our retailers, or from another webstore, please contact the respective store.

1. General Terms of Sale

These Terms of Sale apply to all purchases made in the webstore.
By placing an order in the webstore, you accept these Terms of Sale along with our Privacy Notice, Cookie Notice, Terms of Use , specific instructions on Payments pages and any additional terms including but not limited to promotions or offers, specific product restrictions or product instructions, and information provided to you in connection with your product order.

If you do not accept the Terms of Sale, you shall not order products from the webstore.
Any notices, disclosures, agreements and other communications relating to your use of the webstore will be provided to you electronically.

We shall have the right, without notice and without liability for compensation, to restrict or withdraw access to webstore, remove elements from webstore or restrict the use of certain functions and services of webstore, in whole or in part.

These Terms of Sale do not affect your legal rights, which cannot be waived or limited by contract.

2. Orders

You can place an order and buy products from the webstore if you satisfy the conditions below:

you are at least 18 years of age;
you are the owner or authorized holder of a valid and accepted payment method to pay for your purchases; and
you agree to provide your real full name and correct and complete address, phone number, email address, payment details and any other required information.

Our ordering process allows you to review and correct any errors before submission. Once submitted, you cannot make any changes to your order, such as adding products or services to the order, as order processing begins immediately to ensure fast delivery.
When you place an order, you will receive an order received acknowledgment by email. However, this does not confirm that your order has been accepted. Order acceptance and the completion of the contract between you and us occur when the products are dispatched from our warehouse, and you have received shipping confirmation by email. We reserve the right to decline orders for any reason, such as product unavailability or incorrect listing, or without providing a reason. If we cannot accept your order, we will notify you by email and will not charge you.

As our product range is being constantly developed, we do not guarantee the availability of any product advertised on the webstore. We reserve the right, without liability or earlier notice to change, discontinue or make certain product unavailable due to: reasons related to health and safety, changes in production (such as raw materials or production techniques) or commercial reasons.

3. Prices and payment

3.1. Prices and other charges

Except where indicated otherwise, the prices displayed for products at the webstore represent the full retail price listed on the product itself in effect at the time of your order.
All prices in the webstore delivering to Austria, Belgium, Denmark, Finland, France, Germany, Italy, Netherlands, Poland, Spain, Sweden, Switzerland, Qatar and United Arab Emirates are listed in euros (EUR). These prices include value-added tax or other applicable taxes for the European Union (EU) member state. Please see 3.2 for Additional Charges on Non-EU Deliveries.

Prices do not include delivery charges and handling charges which shall be calculated and advised to you separately before you place your order.

Our webstore has certain supported currencies. Where we take payment for an order in supported currencies of our webstore, we are not responsible for the exchange rate at which a bank charges its customer, or for any additional charges it makes. In addition, any refunds are made in the same currency that the order was placed.

Despite our best efforts, some products may be incorrectly priced. If an error is discovered in the price of the products that you have ordered, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may refund you any sums you have paid and require the return of any goods provided to you.

The prices shown at the webstore are applicable only to online shopping on this webstore and we do not guarantee the same prices in our other stores or any third party stores. We reserve the right to change prices and terms of payment at any time without notice. These changes will not affect orders already placed.

3.2 Additional charges on Non-EU Deliveries

If your order is placed from outside of European Union, applicable duties, import fees, taxes and other charges are payable by you. You do agree and acknowledge that full payment of such fees, taxes or charges may be required for releasing the ordered products from customs on arrival. The Seller will not determine or collect the above-mentioned fees, taxes or charges.

For deliveries outside of EU, the final price of products will be shown in the cart page. For any delivery outside of EU, applicable value added tax will be 0%. The applicable price of products is displayed at checkout page before payment is made.

3.3 Modes of payment

We accept only certain payment methods which will be suggested when you proceed to payment. You can find more detailed information about the payment options here .

Your billing address must be within an EU or EEA country, the United Kingdom, Canada, the United Sates of America, Qatar or United Arab Emirates. Please note that you cannot use a billing address which is outside of these countries.

When placing your order, you will have to provide the relevant details for the chosen mode of payment and authorize the payment via your bank or another payment service provider. Unless otherwise provided in Payments , upon placing your order, we will require your card issuer or other payment service provider to place a funds provision on your card or other chosen method of payment. Your chosen mode of payment will be finally charged when your order is dispatched. We will not ship your ordered products to you until your card issuer or other payment service provider has authorized the use of your chosen mode of payment for these purchases. Please note that payments made via online banking (if available) will be charged immediately.

We may use third party providers to process your payment, in which case you will be redirected to such third party provider’s pages. Please note that any personal data processing by third party provider shall be governed by such third party provider’s own privacy policy.

Please note that we reserve a right to cancel your order without prior notice if your chosen payment method cannot be debited.

3.4 Promotional Codes

Promotional codes can only be used on the webstore unless stated otherwise and are subject to their specific terms and conditions.

Promotional discount codes or similar promotions cannot be combined with other offers, discounts, or special prices unless explicitly stated.

Promotional codes are valid until they are redeemed, expire, or are withdrawn/canceled. We reserve the right to withdraw or cancel the promotion if deemed necessary by us after reasonable consideration. If an order is returned, we reserve the right not to renew the validity of the promotional code.

Personalized promotional codes:

Codes issued to a specific individual are personal and non-transferable.
Codes distributed or shared without our prior written approval are invalid and may be rejected or cancelled.

4. Delivery

All delivery costs for products ordered through the webstore include postage and packaging. In some cases, free delivery may be offered for specific delivery methods. For more details about the available delivery service providers and options, please refer to the information on Delivery page .

We only deliver to addresses in the designated country of the webstore. The country is displayed on the footer of the website and upon check-out (delivery country). Please note that if you change delivery country at the checkout, then all the sections at the checkout (such as availability of products and offers, currency, price, VAT rate, payment and shipping methods, Terms of Sale, etc.) will change accordingly.

Your order will be shipped to the delivery or pickup location address provided during checkout, as confirmed in the order acknowledgement and shipping confirmation emails. Please note that changes to the delivery address cannot be made once the order has been placed, so it is important to double-check your address before completing your purchase.
Please note that we cannot currently deliver to: PO BOX addresses, secure home delivery boxes or BFPOs. We are also not able to deliver to following territories that do not apply EU Value Added Tax regime: In Germany, Büsingen und Helgoland, in Italy Livigno and Campione d’Italia, and in Spain the Canary Islands, Ceuta and Melilla. In Finland we do not deliver to Åland.

You agree that we may deliver the products in installments in case some of the products ordered by you would be temporarily unavailable. You will not be charged any additional delivery costs.

In some cases, you may have the option to choose your preferred shipping provider or delivery method during checkout. We require you to provide a phone number during the ordering process so that the shipping provider can contact you, if necessary.

Title in the products which you have ordered on this site will pass to you at the time your chosen payment method is charged. The risk of the products will transfer to you on delivery, assuming we have received payment in full for such product.

We encourage you to examine the delivery package and received products as soon as possible after delivery and check that the delivered order is complete and that the products are in good condition. In case the products have been damaged in transportation or the delivery is incomplete, please contact our Customer Service .

We cannot be held responsible for delay or failure to perform, if the delay or failure to perform is caused by circumstances beyond its reasonable control (i.e. force majeure). We will take all reasonable steps to prevent and minimize the delay caused by such circumstances. In the unlikely event of substantial delay, you will be entitled to cancel your order without additional charges.

However, if for any reason we cannot deliver your order within thirty (30) days of your placing it, we will inform you as soon as possible and you will be entitled to a full refund to the method of payment used by you.

5. Order cancellation, returns and refunds

For return details, please see our Return Instructions which are an integral part of these Terms of Sale.

Please note that we will only process returns, replacements and refunds for products purchased at this webstore. If you purchased our products from some other webstore or distribution channel, please follow the applicable seller’s return policy.

All refunds will be made by crediting the payment method originally used for the original purchase, unless otherwise explicitly agreed in writing.

5.1 Cancelling and returning your order

For products ordered from webstore you have the right to withdraw from your purchase within 30 days of receiving the products, without providing any reason. If your purchase includes multiple products delivered in separate shipments, the withdrawal period expires 30 days after the last product is delivered. Please follow the return instructions received together with the product or see here for Return Instructions .

Please note that the cancellation right does not apply in the case of following items:

items made to your specification (including but not limited to products with engraving);
pierced jewellery;
sealed tea which has become unsealed after delivery.

To exercise your right of withdrawal, you may contact our Customer Service team . To assist you efficiently, please provide your order number. You cannot simply refuse to accept the package or fail to pick it up from the post office or pickup point.

We recommend using our return form for a smoother return process. You will also receive this form and the relevant details via email with your shipping confirmation and invoice.
If you choose to withdraw from your purchase, you must return the product to us without undue delay and no later than 30 days from the date you informed us of your intention to withdraw. All products should be returned unused and in their original packaging. You are responsible for any reduction in the value of the product (and any gift with purchase) due to handling beyond what is necessary to establish the nature, characteristics, and functioning of the product. If the product comes with packaging, please note that the packaging is important for resale. Any damage to the packaging or failure to return it will be considered a reduction in value.

To the extent permitted by applicable law, we will reduce your refund to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop.

If you received a gift with your purchase, you must return the gift along with the product(s). If you do not return the gift, we will deduct its value from your refund, as you would no longer meet the conditions for receiving the gift.

You will be responsible for the return delivery costs. You must insure the package to ensure coverage in case the package is lost or damaged during transit. Please include the return form or provide your order details so we can process the return and refund as efficiently as possible. Your order number is essential for us to identify and process your return.

Please send the returned items to the following address:

Royal Doulton Returns
ASCG, 6 Cowley Way
S35 1QP Sheffield

Note that we will not refund the return delivery costs except in case of defective product or faulty delivery (please see below the clause 5.2). In other case a refund on return delivery costs will only be made if required by the respective applicable law or otherwise stated by us at Delivery & Returns .

Please note that for any returns of orders which are placed outside of EU, only price paid in webstore will be refunded, and the Seller will not refund any taxes, charges or other fees applied to the order by your country of residence, customs or authorities.

When you withdraw from a purchase, we will refund your payment as soon as possible, and no later than 14 days after we receive your notification of withdrawal. However, we may withhold the refund until we have received the returned products, or you have provided us with proof of return. Refunds will be processed to the payment method used for the original purchase.

If you return your order, the original delivery costs will be refunded, up to the price of the cheapest standard delivery, to you, except in the following situations:

all the products in the order are not returned (you keep some of the ordered products); or
the return was not made according to Return Instructions

If you have any questions regarding your right of withdrawal, please contact our Customer Service team . Be sure to provide your order number for quicker assistance.
Please note that we only process withdrawal requests for products purchased directly from our webstore. If you purchased products from another online store, a physical store, or a retailer, please contact them directly.

5.2 Returns of defective products and returns due to faulty deliveries

It is your legal right to expect to receive goods which comply with product description, indicated purpose of use and which are at least of satisfactory quality. We must provide you with goods that comply with your legal rights stated above. In case the Products do not comply with these, the product can be deemed defective. You have the right to file a complaint for defective products in accordance with the applicable legislation.
For issues such as defects, missing items, or delivery problems, please contact our Customer Service team . Please note that you will be required to provide clear photographic documentation of the alleged defects, along with your order number, so we can assess the validity of your complaint. Additionally, please retain the product until your claim has been fully processed. In some cases, we may ask you to return the product for further inspection. In such a case, we will cover your reasonable return shipping costs for legitimate complaints. Be sure to keep proof of return, including the tracking and trace details. When the products have been damaged in transportation, are otherwise defective or are not the items you ordered, our Customer Service will arrange for the replacement or refund of such Product(s). Replacements are only possible if we have the items in stock, in other cases you will receive a refund.

Please note that we will only refund any return delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer, unless otherwise confirmed by us in writing.

Please note that we only process complaints for products purchased directly from our webstore. If you purchased our products from another webstore, a physical store, or one of our retailers, please contact the respective store.

5.3 Our right to cancel your order

We reserve the right to cancel your order if we do not receive your payment, for example, if the payment method you selected cannot be charged, or if we are unable to deliver due to factors related to you.

6. New Subscriber Welcome Offer

If applicable at the time of subscribing to a newsletter, after successfully signing up to the Royal Doulton newsletter, you will be sent an email with your exclusive discount welcome code. This may take up to 1 hour to receive. Please ensure you check your junk or spam folders. This promotion is only valid for new subscribers. If you are already signed up to receive Royal Doulton newsletters, or previously unsubscribed and are signing up again, you will not receive a welcome offer via email. You will however continue to receive other news and promotions from Royal Doulton. The welcome offer provides you with defined discount off sitewide, excluding already discounted items, silverware, or exclusives.

7. Webstore account

When you place an order in our webstore, an account is created for you. The account is linked to the email address you use when you place the order. All orders placed using the same email address will be registered and accessible to you in the account. Here you can find instructions on how to access your account and how to delete your account.

8. Personal data

Please note that the information you submit to the webstore will be transmitted to and shared with authorized third parties that may be located in other countries than where you reside, in order to provide the services. Any use of your personal data in the webstore is regulated by our Privacy Notice.

9. Limitation of liability

All images, sizes and measurements as well as content and information are approximate, and offered at the webstore “as is”. While we try to make sure that all product information, such as sizes and measurements, is accurate, comprehensive and up to date in the webstore at all times, there may be minor variations in size, shape, or measurements. Please note that the colors displayed on your device may differ from those of the actual products due to variations in devices and display settings.

We are only liable for compensation as required by mandatory legislation. Claims for compensation due to delays or defects are limited to the greatest extent possible.
We cannot be held liable for delays or failure to fulfill orders caused by force majeure. However, we take reasonable steps to prevent and minimize delays resulting from such circumstances.

Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any losses that:

were not foreseeable to you and us when the contract was formed (e.g. technical issues);
that were not caused by any breach on our part;
business losses; and
losses to non-consumers.

10. Applicable law and place of jurisdiction

Unless otherwise required by applicable mandatory law, these Terms of Sale shall be governed and construed in accordance with laws of the country where the Seller is established, exclusive its choice-of-law rules and principles. If a dispute cannot be resolved through negotiation, the dispute will be resolved by the applicable courts of the country and the city where the Seller is established, unless otherwise stated by applicable mandatory law of your place of residence.

As a consumer, you will benefit from any mandatory provisions of the law of the country in which you are resident. Nothing in these Terms of Sale affects your rights as a consumer to rely on such mandatory provisions of local law. We will try to resolve any disputes with you directly.

11. Entry into force and severability

We reserve the right to make changes to the Terms of Sale and other policies at any time. Any changes will take effect once they are published here on this webstore. The Terms of Sale published at the time of order will apply to your purchase.

If any provision of these Terms of Sale is held to be invalid, illegal or unenforceable, that provision shall be enforced to the largest extent permitted by respective applicable law. This shall not affect or impair the validity, legality and enforceability of the remaining provisions.