At Dartington Shop, we craft and curate our British-made glassware and homeware with meticulous attention to detail—a standard we extend to every aspect of your experience with us. We understand that sometimes a piece may not perfectly align with your vision. Our Returns & Exchanges policy is designed with the same grace, transparency, and consideration that defines our collections, from Aurea to Bar Excellence.

Our Policy at a Glance

  • Return Window: 15 days from the date you receive your order.
  • Condition: Items must be unused, in original packaging, and in resalable condition.
  • Process: Initiate a return by contacting our customer care team. Returns are not accepted without prior authorisation.
  • Refunds: Issued to the original payment method within 10 business days of us receiving the returned item.
  • Exchanges: We gladly exchange items for an alternative product or size, subject to availability.

Please Note: For reasons of hygiene and safety, we cannot accept returns on used drinkware (such as items from our ALL DRINKWARE COLLECTIONS, Beer & Cider Glasses, Brandy Glasses, or Bar Six sets) once the packaging seal has been broken. This policy ensures the integrity and craftsmanship of every piece for all our discerning customers.

The Returns & Exchanges Process

Step 1: Initiate Your Request

Within 15 days of delivery, please contact our Customer Care team at [email protected]. To help us serve you efficiently, please use the template below for your request.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Dartington Shop Customer Care Team, I would like to request a return/exchange for my recent order. Order Number: [Your Order Number] Order Date: [Order Date] Item(s) for Return/Exchange: [Product Name, e.g., “Athena Bowl – Medium”] Reason for Return/Exchange: [Please specify, e.g., “Exchange for a different size”, “Change of mind”, etc.] I confirm that the item(s) are unused, in their original packaging, and in resalable condition. Please provide the return address and any instructions for the return shipment. My preferred resolution is: [ ] Refund to original payment method [ ] Exchange for [Please specify desired product/size] Thank you for your assistance. Best regards, [Your Full Name] [Your Phone Number]

Step 2: Return Authorisation & Shipping

Once we receive your request, we will email you a Return Authorisation Number and the secure return address. Please include this number inside your return package.

  • You are responsible for the cost of return shipping unless the return is due to our error (e.g., incorrect or damaged item).
  • We strongly recommend using a trackable and insured shipping service. Dartington Shop cannot be held responsible for items lost or damaged in transit back to us.
  • Please retain your proof of postage until the process is complete.

Step 3: Inspection & Resolution

Upon receipt at our workshop, our team will inspect the returned item with the same care we apply to inspecting our Caithness Glass and British Made Homeware before dispatch.

  • For refunds: Once approved, your refund will be processed to your original payment method (Visa, MasterCard, JCB, or PayPal) within 10 business days. You will receive a confirmation email.
  • For exchanges: We will process the shipment of your new item once the return is approved. If your chosen exchange item is unavailable, we will contact you to discuss alternatives or issue a refund.
  • Please note that original shipping fees (Standard or Complimentary) are non-refundable.

Non-Returnable Items

To uphold our standards of quality and safety, the following items are final sale and cannot be returned or exchanged:

  • Used Drinkware: Any glassware intended for consumption (e.g., from Beer Collection, Armchair Spirits, Aspect) where the original hygiene seal has been broken.
  • Personalised or Made-to-Order Items: Bespoke pieces crafted specifically for you, unless faulty.
  • Gift Cards.

Items that are damaged upon arrival or due to a dispatch error on our part are, of course, fully eligible for return or exchange. Please contact us immediately if this occurs.

Our Ethos: Trust and Graceful Resolution

Just as our Privacy Policy is built on a foundation of trust, we aim to handle every return with integrity and a commitment to your satisfaction. We serve a global community that values heritage and elegance, and we believe a graceful resolution is part of that experience.

Need Further Assistance?

Our dedicated customer care team is here to help with the same considered attention we apply to curating our Anniversary Gifts and Bloom collections.

Email: [email protected]
Postal Address for Returns (Authorised Returns Only):
Dartington Shop
1673 Gambler Lane
Houston, US 77006

Please do not send returns to this address without prior authorisation and a Return Authorisation Number.