We accept returns for exchange or refund. If you wish to return an item for any reason then please email us where we will initiate the returns procedure. Please state your reason for return in the email and also in writing inside the return parcel. Once goods arrive back it can take a further day to be booked in as it is forwarded to the relevant returns location. As soon as the return has been booked back in then you will receive an email to confirm the your parcel is back and that the exchange or refund is in progress. Personalised goods cannot be returned or order cancelled for a refund once manufacture has commenced. Should these items be damaged or faulty then please follow the policy below for exchange only.
Damaged, Wrong or Faulty goods
In the unfortunate event of an item being damaged or faulty, which in your opinion is due to a manufacturing error, then please return the item to us detailing the reasons. We may have to return the item to the manufacturer for inspection. If the item is deemed to be a manufacturing fault then it will be replaced, refunded or exchanged free of charge. We will also refund any return postage to match the value of a Royal Mail 1st class parcel. Should you receive the wrong goods for some reason, then follow the same proceedure as above and we will arrange to replace it. Any Damaged, Wrong or Faulty goods are required to be returned before dispatching a replacement.
Refunds & Exchanges
We will refund or exchange any unsoiled item (with tickets still attached and in original packaging) returned to us within 28 days of original delivery date. Please include in the package a detailed reason for return and whether you would like a refund or replacement; this will speed up the process. You can claim a full refund, less postage, or alternatively exchange any item, again less postage.
We advise you to use the Post Office as the cheapest option and obtain a proof of postage certificate. Please note that the item is posted at your own risk, and only once we have received the goods back in there original condition are we able to process refunds. Items returned for an exchange will be charged for redelivery, even if the original delivery charge was £0.00 (GBP). A re-stocking fee may apply where items were dispatched free of charge. Should an item be considered as unacceptable for refund or exchange then a repostage fee to return to you would be charged, again according to weight and value.
Postage on Returns
Please note that when returning any item to us, for whatever reason, it is at your own cost. We therefore advise you to follow this returns policy for guidance relating to postage. We will only refund the postage and packages on items if we have agreed with you because of fault on our behalf. If we have agreed to refund your postage as a result of a fault on our part, we will refund a maximum of the estimated cost of a Royal Mail 1st class parcel value for postage only. Special delivery and recorded delivery that require signatures are accepted but we will only refund the cost of the 1st class parcel. For higher valued parcels you are advised to send insured for the value of the item and only if we have agreed to refund the postage then its set to a maximum of £15.00 (GBP). Deluxe Tablewares UK is not liable for returned parcels in transit, in the event of any claim it is the sender who is responsible for processing the claim. If in the unfortunate event your parcel does get lost or damaged then Royal Mail will refund up to 10 times the price of a first class stamp or the item value which ever is smaller. Royal Mail will compensate loss only if you have obtained a proof of postage certificate from the post office. See Royal Mail for their own Terms and Conditions.
Returning Promotional Items
Should an item be returned for a refund where a promotional item was included with the order, the promotional item must also be returned to qualify for a full refund. If the promotional item is not returned then the retail value of the promotional item will be taken off the full value of the refund.