All deliveries to European Union countries are made as DDP (Delivery Duty Paid) basis, meaning there are no additional customs or VAT costs for the recipient when the package arrives to the destination country.
We are 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.
Orders will arrive within 5-7 working days, Monday to Friday.
5-7 working days
Sorry, but we cannot currently deliver to a PO BOX address, secure home delivery boxes or BFPOs.
Undelivered Or Uncollected Orders
If the delivery of an order is refused by you, we may deduct the cost of returning the products to our warehouse from the refund.
Please note that if an order is repeatedly not received or is refused by you, we have a right to cancel your order and deduct delivery charges caused by repeated deliveries from the refund.
For deliveries outside of EU: If you refuse to pay local taxes, charges and custom duties and the products are returned to us, we have the right to withhold from the refund both the initial delivery cost and the cost of repatriating the products, up to the value of the original delivery charge.
The period stated on within which you will receive your order is approximate, the delivery times stated are for guidance only. We aim to deliver the Product you have ordered to you on the indicated time; however, there may be circumstances where we cannot ship your order on time to meet the target dates. Please refer to our Sales Terms for more information
Used Delivery Service Providers Per Country
We currently use the following couriers to delivery your order:
- UPS for UK and some European locations
- DHL for our delivery to the rest of the world.
We are unable to split the delivery of an order between two addressees. Please place two separate orders online, alternatively please call our Customer Service team on +44 (0)1782 282651 (Monday-Friday 9am-5pm GMT) who will be happy to help you with your order request.
Saturdays, Sundays and all bank holidays are classed as non-working days.
Cancelling an order before receipt of the Order Confirmation: Please contact our Customer Service.
Please note that only sending the Products back, refusing a delivery or failing to receive a delivery will not be considered a notice of cancellation.
Our goal is to ensure complete satisfaction with our products. We take great care in packaging your order for a successful delivery but unfortunately accidents can happen. Should any product arrive damaged or imperfect, please contact our Customer Service without undue delay for further instructions. +44 (0)1782 282651 (9am to 5pm GMT, Monday to Friday).
Should you not be satisfied with a product and wish to return it, you have 30 days from the date of purchase to return the order - unused and in its original condition, If you have any questions, please contact or our Customer Service advisors for more information.
Return the product to the following address via a courier of your choice and at your cost. Ensure to note your name and order number on the parcel so that we could refund you.
Royal Doulton Returns
DC3 Prologis Park, White Rock Road
ST4 4FA Stoke-On-Trent
Alternatively, we can collect your order by courier of our choice, at a charge of £10 that would be deducted from your refund. If we collect the order, this can be arranged for any day from Monday to Friday and you would just need to choose a day when someone can be at home, as unfortunately we can’t give a time for the collection.
We will make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
- if you have received the product and we have not offered to collect it form you: 14 days after the day on which we receive the product back from you or received a written proof that the product has been sent back to us;
- if you have not received the product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the contract.
If we have offered to collect the product from you, we will collect the product from the address to which it was delivered. We will contact you to arrange a suitable time for collection.
Returns Instructions For Orders Delivered Outside Of Eu
Please note that for any returns of orders which are placed outside of EU, only price paid in Webstore and the original delivery charges 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.
Defective Products Or Incorrect Deliveries
Should you discover a defect in your received product, or should we have delivered incorrect products to you, please contact our Customer Service without undue delay. Please note that you will be required to provide us with clear photographic evidence of the alleged fault or damage.
Our Customer Service will give you instructions for returns of Products and will arrange for the return pick up from the address where the order was originally delivered. You are requested to prepare the products for pick up in the original packaging and condition they were delivered to you. All labels that need to be attached to the packaging will be brought by our delivery partner when picking up your return package. Costs of the return dispatch will be paid by us unless otherwise stated in the Sales Terms.
We will confirm to you by email when your replacement order has been shipped or when your refund has been made, as applicable. Please note that replacements are only possible if we have the items in stock, in other cases you will receive a refund. All refunds will be made by crediting the payment card originally used for the original purchase.
In case of a refund, you shall receive your refund within fourteen (14) days after the day on which we receive the product back from you.
Please note that we cannot provide credit for packages lost during return shipment if proof of delivery is unavailable.