Frequently Asked Questions
1. Where can I find out more information about the history of my piece of Waterford Crystal?
Due to the vast catalogue of products we have produced, unfortunately we are unable to deal with specific enquiries regarding historic items. However, there are many specialist retailers who stock such ranges and can search for individual items.
2. Are you able to give valuations on pieces of Waterford Crystal?
We are prohibited from providing individual valuations on any of our products. However, there are many specialist companies who buy and sell discontinued Waterford Crystal items and some of these will offer specific valuations. You could also approach your local auction house as they will normally provide a valuation on specific pieces.
3. I am trying to identify a piece of Waterford Crystal that I own - are you able to help?
Due to the vast catalogue of products we have produced, unfortunately we are unable to deal with specific enquiries regarding historic items.
4. I’d like to visit a store to have a look at the items I want - how do I find the nearest store to me?
You can use our Store Locator
5. The item I would like is out of stock at present - can you tell me when it will be available?
If you would like to place an order please contact us. For items that are out of stock we quote a delivery time of 12 weeks, although we would normally expect to deliver your items quicker than this. If your order contains a mixture of items that are in and out of stock, we may be able to despatch the available items to you.
6. Can you send me a copy of your catalogue?
We have made the decision not to produce a catalogue at present following feedback from customers and retailers as the website covers all the products that are currently available in the UK.
7. I do not live in the UK - are you able to ship to my country?
We offer a shipping service across the globe. See our Delivery page for more information.
8. Surely a lot of items get broken during delivery?
Surprisingly few! This is thanks to our dedicated packing team who ensure that every parcel is despatched with all the right padding in the right places. New staff go through an 8-week training period, ensuring they meet the standards we have set for packing items. We even undertake ‘drop-testing’ to help ensure they arrive safely.
9. Is a line or cord in crystal a flaw?
No. It is not considered a flaw. This almost invisible difference in the density of the crystal occurs during the fusing of molten crystal. Although visible when it reflects light, the cord disappears when a goblet or vase is filled with water.
10. Does a seed or bubble in crystal constitute a flaw?
Tiny bubbles the size of a pin point sometimes form in the fusing or melting process and do not affect the quality of the piece. Such slight variations are natural results of handcrafting.
11. My product has arrived damaged
Whilst we try very hard to deliver our item to you in perfect condition in the event that it does arrive damaged we will replace it for you, free of charge.
To report a damaged product please contact us.
12. Where can I track my order?
You can track your order at any time through the My Account section at the top of the page.
13. How do I return my order?
If you decide you don't want your order if you return it to us within 30 days in the condition is which it arrived we will issue you a full refund for the item. (Please note that you will be responsible for the cost of returning the item).
If your items are received damaged or faulty then we will issue a replacement product free of charge.
To return a product please contact us. This does not affect your statutory rights
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14. Can I cancel my order?
There is a short time period in which we can cancel the order for you, before it is sent to our warehouse to be dispatched. If it has already been dispatched then if you return the item to us in the condition it arrived we will issue for a full refund for the item.
15. When will my credit card be charged?
Your credit card will not be charged by Waterford Crystal until your order has been dispatched.
16. How long will my order take to arrive?
If a product is in stock it will be dispatched within 14 days. If an item is not in stock you will be notified at checkout and provided with an estimated delivery date.
17. How much is delivery?
Our delivery prices are available on the delivery page
18. I'm concerned about my privacy
Waterford Crystal is committed to your privacy and will never sell any of your personal information to a third party. To find out more about how we use your personal information please read our Privacy Policy.
19. I want to stop receiving emails from Waterford Crystal
You can unsubscribe from receiving emails from Waterford Crystal at any time by changing your contact preferences within the 'My Account' section of the website. Alternatively you can use the 'unsubscribe' link contained at the bottom of all of our emails.
Contact Customer Services
To contact customer services please view our contact us details here.
