Frequently Asked Questions
Placing an Order
CAN I MAKE CHANGES TO MY ORDER ONCE I HAVE PLACED IT ONLINE?
We have a very efficient warehouse team who begin working on your order the minute it has been placed online, unfortunately this means we only have a small amount of time to make changes to the details of your order.
If you would like to make changes to the delivery address please contact our customer services team who will do their utmost to adjust this for you prior to despatch. Once the goods have been despatched to the courier any changes needed to the delivery information would incur a small charge and may subsequently lead to a delay in delivery.
If you do need to make any change to your order please contact our customer service team as soon as possible, we will do everything we can to assist you.
CAN I SEND MY ORDER TO A DIFFERENT ADDRESS THAN MY BILLING ADDRESS?
Yes, when placing your order through our website there is an option to advise if the billing and shipping address are the same.
This can also be requested if placing an order over the telephone with one of a member of our Customer Services Team.
CAN I ADD A SPECIAL MESSAGE OR GIFT WRAP MY ORDER?
Unfortunately we do not offer a gift wrap or messaging service at this time, although it may be something we look into in the future. Any order placed online leaves our warehouse with a despatch note packed in the carton, the despatch note states the items included in the box but does not state prices paid.
DO YOU SELL GIFT CARDS OR VOUCHERS?
Unfortunately Gift Vouchers are not available to purchase through our website and cannot be redeemed online at this time, but they can be purchased through our Factory shops. Please visit our Factory Shops Website for contact details of our local stores.
I CAN’T GET MY DISCOUNT CODE TO WORK
Terms and Conditions apply when using our discount codes, but if you cannot get a valid code to work on our website please contact our Customer Service Team where a member of the team will be happy to assist you.
Delivery & Returns
HOW CAN I TRACK MY ORDER?
Once you order has been despatched you will be sent an email advising you of the DPD tracking number for your delivery. You can enter this reference number into either the DPD website or App for delivery updates. If you have supplied a suitable mobile telephone number at the time of placing your order, you may also receive SMS confirmation of delivery.
CAN I PICK A DELIVERY TIME SLOT?
When selecting a Standard Delivery Service there is unfortunately no way of confirming the delivery timeslot at the time of placing the order. For the majority of delivery services, on the day of your delivery you will receive confirmations of a one hour delivery window from the courier by either email or SMS message.
WHAT HAPPENS IF I AM NOT IN WHEN YOU TRY TO DELIVER?
If you receive your 1 Hour delivery timeslot and know that you will not be available at that time to accept delivery then you are able to manage your delivery with the courier as they currently offer a number of delivery options. If you visit the DPD website or download the DPD app then you can opt to leave your parcel somewhere safe at the delivery address, deliver it to your neighbour, drop it off at your local shop or change the delivery date.
WHAT HAPPENS IF MY ORDER ARRIVES DAMAGED?
Please contact the customer service team using the Contact Us page. Please include details of your issue and any images you are able to provide.
CAN I RETURN MY ONLINE ORDER TO A FACTORY SHOP?
Unfortunately orders placed through our website cannot be returned to one of our Factory shops. If you would like to return any part of your order please contact our Customer Service Team who will be able to provide more information.
WHAT IS A SECONDS PRODUCT?
We take pride in our finished ware but sometimes a piece of ware will be produced that fails to meet our high quality standards. Instead of throwing these away, we mark them up and sell them on as seconds.
A fault that does not affect the performance of the piece is classed as a second. Such faults can include:
Printing Fault (appearance, part missing or off-centre)
Pin-holes (dimples in the would-be smooth glost finish)
Specks (flecks of colour between the glaze and biscuit)
On items sold as sets, where first quality would have a standard mix of designs or motifs, there is no guarantee of which flower designs will be received on seconds. The Selection of flower designs could be six of the same, six different or any combination in between. The designs could also be non-standard UK motifs and/or vary from the image shown on the product page.
WHICH SIZE PLATE DO I NEED?
The measurements that we state for our plates sizes across our ranges are just approximate.
The size of our plates, bowls and mugs in the Botanic Garden range have not altered since they were first produced in the 1960’s. We have detailed the exact measurements as below to help you decide which product you require:
- 10 inch dinner plate – actual measurement 10.5 inches (26.7cm)
- 8 inch side plate – actual measurement 8.4 inches (21.5cm)
- 6 inch side plate- actual measurement 6 inches (15.3cm)
- 5 inch bread plate – actual measurement 6 inches (15.2cm)
- 8 inch soup bowl - actual measurement 8.5 inches (21.5cm)
- 6 inch oatmeal - actual measurement 6.5 inches (16.5cm)
- 8 inch pasta bowl - actual measurement 8.5 inches (21.5cm)
- 5.5 inch fruit salad bowl - actual measurement 5.5 inch (14cm)
- 5 inch fruit salad bowl - actual measurement 5 inch (12.5cm)
- Coffee mug height – 4 inch (10.2cm)
- Bell beaker height – 4.25 inches (10.7cm)
- Breakfast mug – 3.9 inches (9cm)
- Mandarin mug – 4.5 inches (11.5cm)
If you have further queries with regards to our plate sizes please contact our customer services team who would be more than happy to assist you.
CAN YOU PROVIDE A VALUATION ON A DISCONTINUED PRODUCT?
Unfortunately we do not offer a valuation service for discontinued items. The only thing that we could suggest is contacting a local auctioneer who may be able to assist you further.
CAN YOU HELP ME TO IDENTIFY AN ITEM THAT HAS BEEN DISCONTINUED?
If you need assistance in identifying an older piece that is no longer available we will do our best to assist you, we recommend sending an email with attached images of the piece, including the back stamp if possible, to firstname.lastname@example.org.
Please note, if your query is regarding Spode or Royal Worcester products purchased before 2009, the team will be unable to answer as this predates when the Portmeirion Group acquired these brands. We recommend getting in touch with Spode Museum or Museum of Royal Worcester.