Frequently Asked Questions
For your convenience we have compiled a list of frequently asked questions. If your question is still not answered here, please feel free to contact our Customer Service team directly by email firstname.lastname@example.org or phone on 02 8665 8200 or Toll Free 1300 852 022 from Monday to Friday, from 9am to 5pm (Syd time) and Saturday 10am to 4pm (Syd time).
How do I find a product?
There are several ways to find a product on the Royal Doulton Australia online store.
To browse all our products by category, product collections or designer, use the main navigation.
To search for a product, use the Search box in the top right-hand corner - type a keyword e.g. collection (“Pacific”), a designer (“Gordon Ramsay”) or a sub category (“Crystal Decanter”). After searching, you are able to refine your search results by e.g. product collections, category and designers. You are also able to sort your search results either alphabetically (ascending or descending) or by price (lowest or highest first).
I cannot place my order as I cannot log in?
You can only log in to your account if you have previously placed an order and then created an account with us. To create an account with us tick the ‘Create an account’ box at checkout. You will then be able to checkout more quickly, access your wishlist and track your orders. Even if you receive emails from us, you have to have created an account to be able to log in to your account.
Can I order by phone?
You can call our Customer Service team and they can guide you to place an order online, just give a call to 02 8665 8200 or Toll Free 1300 852 022. Our Customer Service team are glad to assist you from Monday to Friday, from 9am to 5pm and Saturday 10am to 4pm (Syd time).
Can I cancel/return my order?
To cancel your order please contact our Customer Service team directly by email email@example.com or phone on 02 8665 8200 or Toll Free 1300 852 022. You will be able to cancel your order until the item(s) are being shipped (i.e. before you have received our shipment confirmation email). Once shipping has been initiated, you are not able to cancel the order but you still have the right to a refund after the product has been returned.
If you wish to return the products you ordered please return them within 7 days of receipt, unused and in saleable condition, including the packaging in its original condition. Any delivery cost relating to the order will not be refunded unless the item is faulty. Please see our Returns Policy for further details.
What if the price changes after I've ordered?
We constantly update our product assortment and prices. All our prices, including promotions and special offers, are valid as shown on the website when you order. We'll confirm the amount payable before you complete your order. Even if the product price changes, you will still be charged the amount which was valid when you placed your order. For more information on payment, please refer to our full Terms and Conditions.
How can I pay for my purchases?
You can pay for your order by using a MasterCard, VISA or America Express credit card, Paypal and zipPay.
If you have received an Online Gift Voucher, you can also use that for payment.
For more information on payment, please refer to our full Terms and Conditions.
How do I know my details are safe?
We take privacy and security very seriously.
When you place an order, we process it using a secure server which encrypts your information before it's transmitted.
We comply with Australian data protection and privacy laws and take measures to make sure that all the information you give us, including your credit or debit card details, remains private and secure.
We process your payment and registration information confidentially.
We follow strict security procedures when storing and using your information to prevent unauthorised access.
Can I change shipping and billing address after I completed my order?
You cannot change the shipping and billing address after the order has been completed. If you made a mistake in your shipping and/or billing information and you notice it after placing your order, please contact our Customer Service team on 02 8665 8200 or Toll Free 1300 852 022.
Can I engrave my crystal/fine crystal product?
We offer personalisation on a range of crystal and fine crystal stemware, decanters and vases. Our in-house personalisation team have been trained to engrave our products using specialised technique that provides a superior result and does not damage the product. We do not recommend engraving/etching of our products by any third party suppliers.
How do I personalise/engrave a product?
All items available or suitable for engraving are indicated as such. The item’s product page will indicate the style of engraving that is offered: monograms, couples pair or personalised 20 character messages. Please allow 7 business days prior to shipping for the personalisation/engraving process. All of our engraved items are non-refundable and the text/message entered cannot be changed once the order is submitted.
Can I get all products engraved in a Decanter Set?
No, only the decanter will be engraved.
Can my personalised/engraved product be expedited?
No, personalised items cannot be expedited, we require 7 business days processing time to personalise your order.
What are the Personalisation/Engraving Terms and Conditions?
Personalised/engraved purchases are customised to your specifications and may not be changed, cancelled, returned, exchanged or refunded.
Personalised/engraved purchases may include additional engraving charges, which are non-refundable.
Personalised/engraved purchases require an additional 7 business days from the date ordered to account for production time and once it has left the warehouse it will be delivered in 2-10 business days via our standard delivery option, longer for international delivery.
You must acknowledge that you previewed your personalisation selection to verify your personalisation type choice, font, and the spelling and accuracy of all text/messages entered.
We will personalise/engrave the product exactly according to the choices you selected and data you entered. All 2 to 3 character monograms will be engraved in CAPITAL letters and the 20 character message will be engraved exactly as it is entered.
The final size and placement of your personalisation is at the discretion of the Royal Doulton personalisation department.
Is gift wrapping available?
Gift wrapping is available on all products for $5.95 per item wrapped. Each product will be wrapped with white wrapping paper and tied with a branded ribbon. Our gift wrapping service includes a gift card where you can add your own message, the message is limited to a 120 character limit (this cannot be changed/modified once you have submitted your order).
To add gift wrap to your order, you can select this option at Checkout. An example of the gift wrap, branded ribbon and gift card is viewable at checkout.
The gift wrapping option must be selected at checkout and prior to submitting your order and cannot be added after the order is submitted.
Any gift wrapping costs on the original order will not be refunded unless the item is faulty or broken.
For how long will my tableware pattern be made?
Ideally a pattern will be strong seller for many years. Like all manufacturers we have to review the sales of our patterns on a regular basis. By doing this we can make room for new patterns to match changing market trends and maintain freshness. To ensure customers are notified of a pending pattern discontinuations, they are encouraged to join our customer database.
What can a customer do if their pattern has been discontinued?
It is important to note that not all products that are discontinued in Australia are discontinued internationally. Some patterns may be available easily on an overseas order which may take up to 12 months to fill, depending on stock availability. It a pattern has been discontinued internationally there may still be some stock left at the factory. Please ensure you check with the Customer Service department if you are unsure whether a pattern is available on overseas order.
Does less work go into making plain white china?
No! It is very difficult to make pure white china ceramics that are absolutely free from marks. It requires the finest quality bone china and great expertise in production to produce the white translucent chinaware.
How do I remove metal marks on my tableware?
Satin or matt glazes can be prone to metal marking caused by cutlery. These marks can be safely and effectively removed from the surface of your dinnerware by applying a small amount of gentle, non-abrasive cleanser, such as Jif, Bar Keeper's Friend or Silvo.
What is a stress fracture?
A stress fracture is caused during manufacturing by under firing in the kiln which leaves the item slightly porous. The “stress” within an item cannot be detected by the human eye and for all intents and purposes the item looks and sounds good.
Items can be used daily and show no sign of deterioration but can then suddenly crack due to moisture penetrating the body. In plates this is usually the inner shoulder and wedge shaped cracks appear, literally almost pulling the plate apart but the plate is still whole. The cracks are clean, usually rounded. The factory is now able to test to greatly reduce the occurrence of stress fractures.
What is crazing?
Crazing is a network of surface cracks on the glaze of pottery or porcelain, usually the result of an uneven rate or shrinkage between the glaze and body during the cooling stage. Chinese potters used controlled crazing as decoration on some of the finest wares.
What constitutes a flaw in crystal?
Frequently, we attempt to explain the facts of crystal craftsmanship to customers seeking flawless perfection in the merchandise they buy. In reality, such perfection can be achieved only in assembly line products. Of course, this is not possible or even desirable in quality ware whose manufacture depends so much on the skill and artistry of individual craftsmen. Slight variations in crystal ware pieces are actually confirmation of fine crafting.
Are bubbles or seeds fault in the glass?
No, these are characteristics of handmade glass. Gases form the bubble when chemicals are united in the fusing or melting of the raw ingredients. As long as they are not on the rim or broken through the surface, they do not affect the quality or the beauty of the glass.
Are lines in crystal a flaw?
A line or “cord” is an almost invisible difference in density in the glass, which occurs during the fusing of the molten crystal. It is the natural outcome of the hand making process and is not considered a flaw. Although it is visible when the glass is empty because it refracts the light, once the glass is filled the light is refracted at a different angle and it becomes invisible.
Does Royal Doulton ever sell sub-standard items?
In Australia, we do not sell items classed as seconds. If an item that is substandard is found at the factory it is destroyed.
How can I unstick a decanter stopper?
Run water that is comfortably warm to your hands on the neck and top of the decanter, or pour warm vegetable oil around the stopper to loosen it. You can avoid the problem by wiping the neck of the decanter with a soft cloth before replacing the stopper. Note, each stopper is individually finished to suit the decanter.
Can I store my spirits in a decanter?
Decanters are not storage vessels, they are intended for ‘decanting’ only, in preparation of serving. Over time alcohol stored in a crystal decanter will strip the crystal surface, resulting in the crystal appearing ‘cloudy’.
How can I remove stains from a decanter or a vase?
Swirl a handful of uncooked rice in a solution of lemon juice or vinegar and warm water to remove residue inside a decanter or vase. For tougher stains, try warm water with a denture-cleaning tablet, allowing it to soak.
Can chipped crystal be repaired?
Sometimes it is possible to repair chipped crystal, though the quality of the repair depends largely on the capabilities of the shop. Contact the Royal Doulton Customer Service Department on 1300 852 022 for contact details.
Can I engrave my silver plated product?
We do not recommend engraving onto our silver plated products.