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customer service

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Telephone +44 (0)1782 282650

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+44 (0)1782 282650

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Here are the answers to some of the questions we get asked most often about our products, website and service. Still can’t find the answer you’re looking for? Contact one of our customer care advisers who will be more than happy to help.

Shipping & Delivery


How can I see what I have purchased in the past?

We’ve made checking on your previous orders easy. Simply log in to your account  to view your previous purchases.

I live outside the UK can I still order from the site?

Good news! Our UK site currently delivers to the UK, Europe, The Middle East, Africa, Australia, New Zealand and other destinations. For more detailed information on destinations we deliver to and delivery costs please visit our delivery & handling page. Please note that delivery charges may vary depending on where your parcel is travelling to and unfortunately we are unable to deliver to Russia, PO BOX address or a secure home delivery box.

How much is the delivery charge?

Delivery charge varies depending on the value and destination of your parcel. For deliveries to mainland UK we are currently offering free delivery on all orders over £75. For further information on delivery charges where you live please check our delivery page.

Is VAT included?

We include VAT on all items on our website however this may removed at the Order Summary page depending on your delivery country. Your taxes will be shown on the Order Summary page during checkout. When you complete your order, the final tax charged will be present on your order confirmation. It is worth noting that if you are ordering goods and your delivery address is outside the EU, VAT will be subtracted from your order at checkout - saving you 20%! giving you yet another reason to buy.

How long will it take for my order to arrive?

How long it will take for your order to arrive depends on the destination it has to travel to. For orders in the UK mainland, parcels should reach you within 3-5 working days. For further information about estimated delivery times in your area please visit our delivery page.

Can I specify a delivery time?

Unfortunately we cannot specify an exact time, however within the UK our items will usually be delivered between 8am and 6pm. To track your order, simply log in to your account to monitor it’s progress.


Privacy & Security


How secure are my details?

Your privacy is of the utmost importance to us at Waterford, please be assured that we never pass your details on to a third party. At Waterford we take every step possible  to keep your financial information private and safe. If you have further questions about the security of your details, please do not hesitate to contact one of our Customer Care advisors.


Returns & Replacements


Can I cancel or amend my order?

Changed your mind? Not a problem but please contact us as soon as you realise that you need to change the details of your order. Please note that if your order has already been processed, it may be too late to cancel or change the delivery. If this is the case please be rest assured that we will be happy for you to return it once it has been received.

I’ve broken one of my favourite items and the pattern is not on your website, can I still order a replacement?

The stock on our website tends to only be our very latest ranges or recently discontinued products. However, we are committed to keeping archives of each pattern should such an occasion occur. For stock of older patterns or products try our Outlet Store in Stoke-on-Trent (Call +44 (0)1782 284056), alternatively you can try or another reputable replacement tableware or collectable services online.




How do I track my order?

Each time you order through our website, you will receive two emails from us:

1. An order acknowledgement email should arrive in your inbox immediately letting you know your order was received.

2. A dispatch confirmation email, including tracking details will be sent to alert you when your order leaves our warehouse. This email will let you know that your order is on its way to you.

The excellent news is if you are registered with us is you can track the status of your order simply by logging in to your account. If you have any queries about the location of your parcel please contact one our Customer Service Advisors who will be happy to help.


Viewing Orders


How can I see what I have purchased in the past?

We’ve made checking on your previous orders easy. Simply log in to your account  to view your previous purchases.


Updating Account Information


I'm having problems registering or logging into my account, can you help me?

Sorry to hear that you’re experiencing trouble accessing your account. If you can’t access your account simply call +44 (0)1782 282650 between 9am and 5pm (GMT), Monday to Friday. We will try our best to help so that you can update your details as you wish.  Alternatively, you can also use this telephone service to place orders.

I've forgotten my password, how can I retrieve it?

Not to worry, we all forget things from time to time. Simply click here and follow the steps to re-access your account.

How can I update my details?

Updating your details is simple. You can manage your details by logging in to your account here. If you have any problems doing so please contact our Customer Care team.

How can I find out the latest news from Waterford?

We love sharing our latest news and keeping you inspired with fresh ideas. To stay up to date, sign up to our email newsletters  and don’t forget you can follow us on Facebook, Twitter and Pinterest.