International deliveries may be subject to customs charges. 

For items to be exported, the carriage charge covers packaging and delivery only. When ordering products for delivery overseas, you will be subject to import duties and taxes that are levied once the package reaches its destination country.

If there are additional charges for customs clearance, these costs must be borne by you, we have no control over these charges and cannot predict what these may be.

Customs policies vary widely from country to country, so you should contact your local customs office for further information. 

Please note that when ordering from our online shop, you are considered the importer of goods and must comply with all laws and regulations of the destination country of your order.

Once payment has been processed orders cannot be stopped. In order to cancel your order you will be required to return your parcel within 28 days. We are unable to amend order details once payment has processed. Please see our Terms & Conditions for further information on your cancellation rights.

Any damage or defects in the goods must be notified to us by you within fourteen days of the delivery date.

All items must be returned with the sales invoice within 28 days of the purchase date.

Regretfully, we are unable to offer to exchange items. We do however, offer replacement items for damaged or faulty goods. Please send an email including a picture of the fault and a picture of your invoice to our Customer Service team, who will be able to assist you further.

To register your return request, complete the returns form on our Orders and Returns page.

Once this has been completed and your return request has been approved please return the items, securely packaged, with a copy of your invoice to:

Mezel Hill Barns

Windsor Great Park

Windsor

Berkshire

SL4 2HR

You will not be liable for shipping fees incurred in returning goods that are damaged or faulty. 

Please wait to receive confirmation that your return request has been accepted before returning the items as items returned without prior approval may not be refunded. To ensure your refund is processed in a timely manner, please include your sales invoice in the return.

Once the refund has been processed by our team, please allow up to 10 working days to see the refund in your account. 

We strongly recommend that you retain your receipt from the local carrier until you have received credit for your return. We regret that we cannot be held responsible for non-delivery of returned goods.

Faulty or Damaged Goods

If you receive a faulty or damaged item, please contact our Customer Service team at [email protected], with an image of the fault. They will then be able to advise further and organise a replacement of the item where stock allows. 

All our fine bone china is made by hand in England using methods unchanged for over 200 years; in light of this, and unlike machine-made china, we do expect some degree of individuality among these items. Please contact our Customer Service team at [email protected] with an image if you believe there to be a variation in design or quality that is not as expected and they will endevour to find a replacement or refund the item. 

How long replacements take to process and delivery will vary depending on the unique circumstances of each request. If your item is being recalled from you, our team will need to wait until the item is received into the warehouse before proceeding with a replacement and therefore you should allow delivery time to our warehouse plus the shipping times outlined above. We ship the majority of replacements via DHL. If your item is not being recalled, the item will be processed 24-48 hours after the replacement is done by our team Monday to Friday and then shipped with the normal estimated shipping times as stated on this page. 

Incorrect or Missing Items

Please contact our Customer Service team at [email protected] if you have not received an item in your order or, have received an item you did not order. Where appropriate, please include an image of your parcel as you received it.

Missing Parcel

If you have not received your order and it has been longer than the outlined shipping dates on this page, plus the two working days it takes to process your order in our warehouse. Please contact our Customer Service team at [email protected]. Alternatively, if you have ordered with DHL, you can view the tracking information on their website here. If you are shipping to an address outside the UK, it may be that more import restrictions or customs have held up your parcel.  

On occasion, your parcel may be returned to us before it reaches you. In these instances, you will receive an automatic refund and be informed of this via email. If you wish to reorder, you will need to do so through the website as we do not retain parcels that have been returned to our warehouse due to non-delivery and therefore cannot send the parcel to you again. 

Refused Parcel

If you wish to refuse a parcel or, in scenarios where the parcel was delivered to the incorrect address and refused, the parcel will be sent back to our warehouse. On delivery into the warehouse, our returns team will process an automatic refund and you will be alerted via email when this has been completed. 

Store Returns

Purchased Instore:

If you are based in the UK and are able to visit one of our stores in London, Windsor or Edinburgh, our retail teams will be happy to assist you with your return query. 

If you are unable to visit one of our shops, please contact our Customer Service team at [email protected] who will be able to assist you in the next steps of processing your retun. 

Purchased Online:

We do not offer instore returns for items purchased online. Please visit our Returns page to request a return of your items and follow the instructions in our 'Returning Your Goods' section of this page. The customer will incur shipping fees for sending their parcel back.

Non-Refundable Items

In the interest of hygiene and for your protection, we exclude pierced earrings and face coverings from our returns policy. 

Can I place my order over the phone?
We are no longer able to accept orders over the phone. For your security, please place your order through the website.

Can I place an item on pre-order?
We do not offer pre-orders on any items. If you are interested in a product that is not available, you can sign up for product alerts to be the first to hear when the product comes into stock. Simply go to the product page, click the red button which reads 'E-mail me when available to purchase' and sign into your account. There will be a confirmation of your alert being saved above the product image. Once the item comes back into stock, you will receive an email letting you know and you will be able to buy the item as long as it remains in stock. We cannot guarantee this item will stay in for a prolonged period of time after the email is sent. 

Can I choose a limited edition number? 
We do not offer the option to select a limited edition number. If you wish to select a particular number, you can visit one of our stores to see what they have available. We cannot guarantee that your desired number will still be on sale. 

What happens when I place an order? 
Once you have completed your details, submitted payment and your order is successfully placed, you should receive an email confirmation of the order. This email includes your invoice number and order number (starting with 1000) that you will be able to use to track your order status and quote when speaking to our Customer Service team. If you cannot see this email in your inbox after an hour and it is not in your Junk folder, please contact our Customer Service team who will be able to provide the order number or advise further. 

We aim to ship 24-48 hours, or 1-2 working days, after your order has been placed. Our warehouse is open Monday to Friday so if you order on a Friday evening, this estimated time will begin from Monday. 

When you order is ready to leave our warehouse, you will receive a second email confirming the shipment of your parcel. This means it is now with your chosen courier and any further tracking information (if provided) will come from them. If you have chosen our tracked shipping option with DHL, you should receive an email from them that includes your DHL tracking number. This will be different from the order number on your email confirmations. 

If you have chosen the untracked service through Royal Mail, there will be no tracking information provided. If you have not received your parcel 30 days after your parcel was shipped, you can contact our Customer Service team who will be able to assist you further. If Royal mail have attempted delivery but you were not in, you may receive an email from them with further information on your parcel.

How long will it take for my order to be shipped?
We aim to ship your order 24 – 48 hours after you place the order, Monday to Friday. This timescale does not include UK bank holidays or exceptional circumstances out of our control. 

Do you offer next day delivery?
We do not offer next day delivery or named-day delivery options at this time. 

Can I combine separate orders into one? 
Unfortunately, once an order has been placed, we are no longer able to amend any orders, including combining multiple orders into one. 

I need to amend my address or name after I’ve place the order
Unfortunately, once an order has been placed, we are no longer able to amend any orders. 

Can I change my courier? 
Unfortunately, once an order has been placed, we are no longer able to amend any orders. 

Why don’t I have a Royal Mail delivery option?
Some of our items can only be shipped through DHL. This is due to weight and dimension restrictions through Royal Mail. Parcels over a weight of 2kg including packaging will be limited to DHL only. Individual items over a value of £100 or a combined total order value of £150 are required to be shipped via DHL. This is because your order can then be tracked via the DHL tracking service. 

Where’s my tracking number?
If you have chosen DHL for your shipping, you will receive an email with your tracking number once the parcel has left our warehouse. You can then use this to track your order through the DHL website, which should be linked in the email.

If you have chosen Royal Mail for your shipping option then you will not be able to track your order as this is an untracked service. 

Can I return earrings? 
For hygeine reasons, we do not accept returns of earrings.

Can I return food? 
As long as it is unopened we accept returns of all food items.

Do you offer Click & Collect? 
We do not offer click & collect services at any of our stores. We offer two options of delivery when ordering online, standard shipping with Royal Mail or tracked shipping with DHL.

Can I add a gift message?
There is an option to add a gift message to every order.  This will be printed out and added to a bespoke Royal Collection gift card and envelope. You can add a gift message from the drop down option on the checkout page. If you were unable to add the message, we are not able to add a message retrospectively.

Can I pre-order an item?
We do not offer pre-orders on any items. If you are interested in a product that is not yet available but is on the website, you can sign up for product alerts and be the first to know when the product becomes available. 

Do you ship BFPO?
To arrange delivery via British Forces Post Office (BFPO) please telephone Customer Service team on (44) 0845 330 2898 or email [email protected].