At Dartington Shop, we believe the journey of our British-made glassware and homeware—from our workshop to your home—should be as considered and graceful as the pieces themselves. Crafted with heritage and elegance in mind, our collections, from Aurea and Athena Bowls to Bar Excellence and Caithness Glass, are made to be cherished. This policy outlines our commitment to transparent, reliable delivery and a thoughtful returns process, designed with the same integrity that defines our brand.

Our ethos is built on trust and graceful resolution. We serve a discerning global community that values quality and heritage, and we extend that consideration to every aspect of your experience with us.

Shipping Information

We deliver to a global audience (excluding select remote regions and parts of Asia). All orders are processed with care within 1-2 business days before dispatch.

Shipping Methods & Timelines

  • Standard Shipping (Fee: $12.95):
    • Carrier: DHL or FedEx.
    • Delivery Time: 10-15 business days after dispatch.
    • Ideal for timely, tracked delivery.
  • Complimentary Free Shipping:
    • Available on orders over $50.
    • Carrier: EMS.
    • Delivery Time: 15-25 business days after dispatch.

You will receive a shipping confirmation with tracking details once your order is on its way. Please note that delivery times are estimates and may vary slightly depending on your local customs processing.

Returns & Exchanges Policy

We want you to be completely satisfied with your purchase. If an item does not align with your vision, our policy is designed for a straightforward and considerate resolution.

Policy Overview

  • Return Window: 15 days from the date you receive your order.
  • Condition: Items must be unused, in their original packaging, and in resalable condition.
  • Process: Returns require prior authorisation. Please contact our Customer Care team to initiate a request.
  • Refunds: Issued to the original payment method within 10 business days of us receiving the returned item.
  • Exchanges: We gladly exchange for an alternative product or size, subject to availability.
Important Note on Non-Returnable Items: To uphold the highest standards of hygiene, safety, and craftsmanship for all our customers, we cannot accept returns on the following:
  • Used Drinkware: Any item from our ALL DRINKWARE COLLECTIONS, including Beer & Cider Glasses, Brandy Glasses, Bar Six sets, Beer Collection, Armchair Spirits, or Aspect glasses, once the original hygiene seal has been broken.
  • Personalised or Made-to-Order Items: Bespoke pieces crafted specifically for you (e.g., engraved items), unless faulty.
  • Gift Cards.
Items that arrive damaged or due to a dispatch error on our part are, of course, fully eligible for return or exchange.

The Returns & Exchanges Process

Step 1: Initiate Your Request

Within 15 days of delivery, please contact our Customer Care team at [email protected]. To expedite the process, we recommend using the following template for your email:

Subject: Return/Exchange Request – Order #[Your Order Number]
Body:
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: [e.g., “Athena Bowl – Medium”] Reason for Return/Exchange: [e.g., “Exchange for a different size”, “Change of mind”]
I confirm that the item(s) are unused, in their original packaging, and in resalable condition.

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.

  • The customer is responsible for the cost of return shipping, unless the return is due to our error (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.

Step 3: Inspection & Resolution

Upon receipt at our workshop, our team will inspect the returned item with the same meticulous care applied to all our British Made Glassware and Caithness Paperweights.

  • 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 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.

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 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.