Frequently Asked Questions
Contact Us
How do I contact you?
To contact our Online Customer Service Team, you can call us on +44 (0) 1782 743 427, use our Contact Us form or chat with us via our Contact Us page.
To contact a Store, see the Store Locator page for information.
To contact Portmeirion Group UK Limited Head Office, Main Reception, please call 01782 744721.
Account
How do I set up an account?
You can create an account by clicking the person icon in the top right-hand corner of the home page and selecting ‘Create an Account’. If you are using a mobile, click the three horizontal lines in the top left-hand corner of your screen, select ‘Register’ and then select ‘Create an Account’.
How can I view my order history?
As long as you log in before placing an order, you can view your order history by logging into your account and clicking ‘Orders’ on the left-hand side of the screen.
I’ve forgotten my password. How do I reset it?
To reset your password, click the option to log in and select the link under the password box that says ‘Forgot your Password?’ You will then receive an email with a link to reset the password for your account.
How can I update my marketing preferences?
You can subscribe to our mailing list by entering your email address on the home page and can unsubscribe using the link at the bottom of all of our marketing emails. Alternatively, you can log into your account on our website, click ‘Subscriptions’, make your selection, then click ‘Save’.
How can I change details on my account?
You can log into your account, select ‘Account Info’ and from this page you can change your name, email address and password on your account. You can also change/delete any addresses stored in your address book by selecting ‘Address Book’ once logged into your account.
Order
How can I order?
We recommend placing your order online; however, we can take orders over the phone if you prefer to speak to us or encounter any issues. Our number is 01782 743427.
How can I pay for my order?
You can pay via credit/debit card, Apple Pay or PayPal online and via credit/debit card over the telephone. Unfortunately, we cannot take payment via PayPal or over the telephone for international orders.
I have a discount code, where do I enter it?
You can enter your discount code when you view ‘Your Bag’.
I have a discount code but it isn’t working?
Many of our discount codes are subject to terms and conditions. We would recommend checking Promotional Discounts Terms and Conditions first to ensure your order qualifies for the promotion. Alternatively, you can contact us via telephone or email to discuss further.
How can I add/remove multiples of the same product to my basket?
There are a number of ways you can add or remove multiples of the same product to your order:
On the product page, you can select the quantity you require then click ‘Add to Bag’.
You can click the bag icon which will show a summary of your order and give the option to increase or decrease the quantity in your bag.
When you review ‘Your Bag’ prior to check out, you can amend the quantity or remove the item completely by clicking on the X next to the relevant item.
On the product page, you can select the quantity you require then click ‘Add to Bag’.
You can click the bag icon which will show a summary of your order and give the option to increase or decrease the quantity in your bag.
When you review ‘Your Bag’ prior to check out, you can amend the quantity or remove the item completely by clicking on the X next to the relevant item.
Can I cancel or amend my order?
We have a very efficient warehouse team which means we only have a small amount of time to make changes to your order. We would recommend calling us by phone if you wish to cancel or amend any of the details on your order, or please email us if our telephone lines are closed.
Will I receive a confirmation email?
Yes, a confirmation email will be sent once the order has been placed online or via the telephone directly to the email address entered when placing your order.
I’m sending a gift to a friend, do you offer a gift wrap/message service?
We do not currently offer a gift wrap or messaging service. All of our orders will leave our warehouse with a despatch note packed in the box. The despatch note will only show the items included in the order and will not include any pricing or billing details.
Once Order Has Arrived
How can I return my order?
Please see our Returns Policy for full details on how to return your order/part of your order to us.
What do I do if items arrived broken or I am unhappy with the quality of the products received?
If your products arrive broken or you are unhappy with the quality, please send an image of the affected items to us via email at customerservices@portmeiriongroup.com within 30 days of receipt of your order and include a note of your name, order number, and confirmation of which item(s) are broken/faulty.
I’m missing items/have received the incorrect item, what should I do?
Please contact us via telephone on 01782743427 or email at customerservices@portmeiriongroup.com and confirm your name, order number, which products were not included in your parcel, and what you received in error (if relevant).
Do you offer exchanges?
We do not offer exchanges via our website. We would recommend returning any unwanted products to us for a refund then placing a new order for the required items at your convenience.
Product Information
I have an old Spode/Royal Worcester product that I’d like information about. Who do I contact?
Portmeirion acquired the Spode and Royal Worcester brands in 2009 and we do not hold archive records of anything produced before this date. If you wish to identify Spode items, please email identificationservice@spodemuseumtrust.org for further information. You can also visit www.spodemuseumtrust.org and/or https://www.museumofroyalworcester.org/ for more information.
What is the difference between a first and a second?
A second is a piece of ceramic ware that has been produced but has failed to meet our high-quality standards. Instead of throwing these away, we sell them as seconds.
A product with a fault that does not affect the performance of the piece is classed as a second. Such faults can include decoration (appearance, part missing or off-centre), finish (pinholes, dimples in the glaze, specks under the glaze), shape (wonky rim, oval shaped mug).
General Queries
Do you offer gift vouchers?
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 Portmeirion Home & Gift shops or outlet stores.
Do you offer student or Blue Light discount?
We do not currently offer student or Blue Light discounts on our website; however, if you sign up to our mailing list, you will be kept up to date with upcoming promotions and offers.
Do you have any shops I can visit?
Yes, we do have shops you can visit. Please enter your postcode in Store Locator, which will show you the nearest store.
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 using the Contact Us page, 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 phone 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 your 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 one 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 Services 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 Services Team who will be able to provide more information.
Product Enquiries
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. Please see individual product pages for exact measurements.
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.
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:
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 customerservices@portmeiriongroup.com.
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.