Our goal is to ensure complete satisfaction with our products. And, while we take great care in packaging your order for a successful delivery, accidents do happen. In all instances where a product is imperfect or damaged, please contact our Customer Care Advisors at 1-877-720-3487 for complete instructions on how to return the merchandise and receive a replacement.
Returning a Product You Purchased
In the event you are not satisfied with a product and wish to return it, you have 30 days from the date of purchase to return the product - at your expense - to us in the original packaging, using the return form and return label enclosed with the shipment. We will issue a refund within 14 days of receiving the product in original condition, equal to the original amount charged for the product. Any shipping costs related to the original order and/or the return of the order will not be refunded.
IMPORTANT: For your protection, we recommend that when shipping products back to us you use a recorded delivery service -- a service that provides a tracking number (i.e. UPS, DHL, FedEx). Except in instances where the item delivered was in error or was faulty or damaged, the customer is responsible for the expense of returning the goods to us. THIS DOES NOT AFFECT YOUR STATUTORY RIGHTS. Additionally, we cannot provide credit for packages lost during return shipment if proof of delivery is unavailable.
In the case of returning "bonus" products (i.e. free gifts, a gift with purchase, bonuses, etc...), refunds or credits will only be issued for the value charged (if any) for the item on the original order. For example: If you received a free product with a $50 order, returning the free product alone will not result in any credit. Similarly, if a purchased product that included any "bonus" products is returned, the bonus products must also be returned in order to receive a credit for the purchased product.
Additionally, certain charges are non-refundable, including, but not limited to: Engraved/Personalized Products; Gift Wrap Charges.
If for any reason you need to cancel an order after submitting it, please call our Customer Service Specialists at 1-877-720-3487 Keep in mind, if your order has already been processed (i.e. packed and shipped), it may be too late to cancel or change the shipment. However, you can return the order once it is received. In the event you refuse an order after it has been shipped, you will be responsible for any shipping charges related to that order.
*The Returns & Cancellations policies above apply ONLY to products purchased at RoyalDoulton.com. Products purchased from Royal Doulton Company Stores or Royal Doulton Dealers are not eligible.