Frequently Asked Questions

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If you cannot find the correct answer, please submit a question to our customer services team.

PRODUCTS

Q. Please could you advise if it is possible to open a trade/retail account with Dartington?

A. Yes we do please contact us through the contact page of this site and we can put you in touch with our Trade Account Team.

I hope you can help me. My husband broke one of my Sharon wine glasses last night and I need to replace it. Problem is I don't know if it is a Goblet or a Large Wine in the Sharon range. Is it possible for you to e-mail me the sizes of the Goblet and Large Wine so that I can order the right one to match the other one that he broke. Many thanks.

Thank you for your enquiry. The dimensions of the glasses are as follows: Sharon Goblet: Height: 22.4mm Rim: 82mm Foot: 83mm Sharon Large Wine: Height: 210mm Rim:79mm Foot:79mm Kind regards,

Do you still make the Dartington Crystal Pedestal cake stand. I have searched the internet but am unable to locate one - do you still make them? All of my glassware is Dartington and I really want to buy another one.

Thank you for your enquiry. Unfortunately we no longer manufacture any cake stands and so therefore are unable to replace it for you. You may like to take a look on eBay as our products do appear on that website and I am sorry we are unable to assist on this occasion.

Hi, I am interested in buying the slightly imperfect crystal glasses however I wondered if it is possible to get more information on the type of imperfections they have. If you are able to give more detail that would be great.

Thank you for your enquiry. Our seconds imperfections should only be found on close inspection. Types of imperfections that are graded as seconds that you may expect to find are small bubbles, scratches or cord - which is like an optical line through the glass. If the design features a bubble in the base (like our Exmoor range) this may be slightly off centre or slightly mis-shappened and the thickness of the base may be slightly uneven. Please be aware that all these faults will not appear in one glass but are a selection of what is possible. These are slight imperfections, any that are found to be very noticeable are broken and recycled back into the process to make future glass.

I have been give a Dartington perfume spray with atomiser model D538 (bought in the 70's I think) but the tassel has distintegrated and the plastic tube could also do with replacing. Do you do spare parts for these atomisers and also do you still manufacture them?

Thank you for your enquiry. Unfortunately we no longer manufacture any perfume bottles and so therefore we have no spare accessories for the product. I am sorry we are unable to assist on this occasion.

Hi - i have a couple of your pieces from The Gallery collection - Ariel Paisley Vase & Orchid Paten. I cant seem to fine this on your web page - can you give me some more information on this collection? - many thanks.

Thank you for your enquiry. The Ariel Paisley vase was designed by Sue McGillvary in 2001 and was a limited edition of 20. It retailed at that time for £353. The Orchid Paten was engraved by our Master Engraver Nick Davey and was also a limited edition of 20. This retailed for £350. I hope this information is useful.

Do you have a catalogue of your products? If so, would you be able to post me a copy?

Thanks for your email. You can download our brochures from here http://www.dartington.co.uk/contacts as a pdf (top left of page). Alternatively please provide me with an address and we'd be happy to pop one in the post to you. All the best

I have a recollection that you once made a ring tree and a necklace tree. If so, are these still available?

Thank you for your enquiry. You are correct in thinking we did manufacture a ring and necklace tree. These items however have been discontinued for several years and we have no remaining stock. You may like to take a look on eBay as our products do appear on that website and I am sorry we are unable to assist on this occasion.

I'd like to purchase, online, the following item (below) engraved. My question is, I live in Canada, but I'd like you to ship it to Bristol, UK as a gift. Is this possible? How would I fill out the order for to reflect this? Also, this is meant as a Christmas gift so when is the latest you'd need the order in for engraving and to make sure it arrives in time?

Thank you for your email. Please find your desired product and on the page click the "Engrave This Item" button and add your letters. When you checkout through the shopping cart / check out you can add your address for billing and a shipping address to send the gift direct to Bristol. As standard we will include a delivery note, but no costs will be on there. Also as you checkout there is an option to leave a gift message so they will know who it is from and go online to read a message left by yourself. Timing wise we can turn orders around within a week so we have plenty of time to ensure the gift reaches its recipient before Christmas. So latest time to order would around 12th December. Should you have any further questions please just let me know.

I would be grateful to know if you still make the Dartington Daisy glass platter? And if you manufacture a similar product?

Unfortunately the Daisy range has been discontinued for several years and we have no remaining stock. You may like to take a look on eBay as our products do appear on that website and I am sorry we are unable to assist on this occasion.

I have just brought Rachael champagne flutes and they all have Dartington visible / etched on the base - is there a reason for this? Can it be removed? Thanks

All first quality Dartington items are etched on the base with a small "Dartington" mark as a sign of their authenticity. Our seconds do not that have the mark. We recently enlarged the mark so it can be easily seen which is why there may be a difference between the visibility of the mark. The mark is designed not to be easily removed. Most quality branded crystal is marked in this way. I hope this answers your question and please feel free to come back us if not.

We have a Hoggit decanter but unfortunately the wooden cradle has gone missing, making it very difficult to use! Is it possible to obtain the base separately? Thank you

Dear Customer, Thank you for your enquiry. We do have a spare wooden base of the Hoggit decanter and if you would be so kind as to forward us your full postal address I will send it in the post to you. I look forward to hearing from you. --------------------------------------------------------------------------------------------------------------------------- Dear Dartington, Just to say the base arrived safely today and I am so delighted! This has been absolutely outstanding customer service - I must admit I didn't hold out much hope that the base would be available separately when I emailed, and then to have been sent one free of charge and so promptly has surpassed all my expectations. It is so rare to find a company willing to go the extra mile like this nowadays. I have told friends about this and they were impressed too! I know I won't go anywhere else now when I buy glassware in future. Thank you so much again, all you have done has been very much appreciated. Kind Regards,

I have a Directors decanter, however, the stopper has broken. Can I buy a spare?

Thank you for your enquiry. We are able to replace the stopper for you but we will need the whole decanter returned to us as each stopper is individually ground to fit. The cost is £14.10 which is payable in advance and if you decide to proceed please send together with a covering letter to: Returns Dept Dartington Crystal Torrington Devon EX38 7AN Kind regards,

Q. Is the decanter really only 750ml (75cl) or is it for a 750ml bottle with space to breathe.

A. All our products are designed and crafted for home use, and therefore we ensure the capacity of our decanters allows space for the liquid to breathe.

Q. We have lost the stopper to our decanter, do you do replacements?

A. We are able to replace the stopper on your decanter as long as it is still in production.

We will need the whole decanter returned to us as each stopper is individually ground to fit and the cost is £17 which includes P&P and is payable in advance.

If you decide to proceed could you please advise us as to which decanter you have and then send with a covering letter to:

Returns Department
Dartington Crystal
Torrington
Devon
EX38 7AN

Q. What should I do if I have problem with my purchase?

A. Please contact us and we'll ensure we rectify things for you, should there be a problem.

Can you advise me on how to care for the products? For example, would the Sherry glasses be safe in a dishwasher, or is hand washing the only way? Thanks in advance.

We do recommend that our crystal products are handwashed, but they can be placed in a dishwasher and washed on a low heat cycle with a solution of Finish added to the final rinse please see this page for more information: http://www.dartington.co.uk/caring-for-crystal

Hello, I purchased of 2 of your dinner sets. Unfortunately, I have broken one of the side plates. Is it possible to buy these items individually? Many thanks, Elaine

We do have limited availabilty of the side plates. Please call our shop on 01805 626244

When an item is described as slightly imperfect what does that mean? Are we talking cracks or odd shapes? Thanks

Slightly Imperfect means tiny bubbles, slight cord, uneven base and uneven rim. Some of these are sometimes within but not all at once. At a glance would not seen and would require closer inspection to spot. Cracked and chipped items are not sold but are recycled in house.

Is the Royal Brierly Viceroy collection still available? Best regards, Jerry

Hi, It is, please call our sales department on 01805 626226.

Q. Do you have a list of stockists?

A. We do not publish a list of stockist however if you'd like to contact us here we'll be happy to suggest some convenient to your location in the UK or worldwide.

Is it possible to buy or have made a clear glass clanger as a replacement in a victorian cranberry glass bell.

I am sorry we are unable to manufacture a clanger for for your glass bell. You may like to contact a glass studio in your area.

I have an H2O 1L Water jug and I'd like to know if it's dishwasher safe?

Yes, the jug is dishwasher safe.

Which products can go in the dishwasher?

All our glassware can be placed in a dishwasher with saftey. Our crystal ware is suggested to be washed by hand, but can go in a dishwasher providing it is washed on a low heat cycle and we only recommend to use Finish Dishwasher Detergent. The more modern the dishwasher the better it will care for your crystal. For more information: www.dartington.co.uk/caring-for-crystal

I was surprised to see "made in China" on a Dartington vase. What proportion of your products are made in UK and what is the difference in quality?

Thank you for your enquiry. As the premier name in hand-made English crystal we are the only remaining major crystal factory in the UK. So to answer your question all our Crystal is made in Torrington, Devon (UK). Like all other glassware products for sale today, our glassware is sourced from Europe and are manufactured to our design and specification and there is no compromise in the quality. The same applies to any of our products that are manufactured in China which incidentally is less than 5%. Our expertise in the industry ensures we only sell quality products and we only use the best manufacturers to create our designs to our high specification. Using these suppliers allows us to provide quality products at competitive prices to other Glass producers. The quality of Crystal can be seen in the touch, weight and sparkle. Each piece being skilfully hand made by several craftsman. Glassware qualities vary from producer to producer dependent on the machinery and process involved and the number of pieces that joined together to create a product. Versus a hand made item that is blown and stretched typically from just two pieces of molten glass. Here is a good demonstration of how we make our crystal glass here in Devon. www.youtube.com/watch?v=Ube_deEsWxg

GIFTS & PERSONALISATION

Q. Please can you advise me whether you sell gift vouchers on line?

A. yes we now offer gift vouchers online that can be redeemed through our online shop only.

We offer free postage on anything purchase through the site with Gift voucher, so that's one less thing to worry about.

Q. I would like to purchase a pair of Glasses with engraving. Could you please advise how much it would cost including postage?

A. We charge 50pence per letter, the majority of our collections are available for engraving just look for the engrave this item button on the product pages of or website.

Postage costs are detailed here.

Please note that engravings can take up to 14 days, so please let us know if you require them for a certain date and we'll do our utmost to deliver them by that date.

Q. Do you do more than just letters for engravings, i.e. special commissions?

A. Yes our master engraver can design almost anything onto our glass. If you can supply us with an image or photo and the glassware you would like to have, we will happily provide you with a quote. Please contact us here. And go here to view some examples of Nicks work...

Q. I am just in the process of opening a gift shop and wondered if it is possible to open a trade account and if you have a brochure that you could send me.

A. Certainly if you can just tell us your location, we'll ensure the representative for your area contacts you. Our latest brochures are downloadable from our Contact Us page, and we'll be happy to pop one in the post for you.

Q. Do your products come in gift boxes?

A. The majority of our products are sold with Dartington Crystal presentation boxes, on some products we have created special complementing gift box to accompany the product, if so typically a picture will be shown within the product description.

I would like to have a pair of tumblers engraved. Will the engraving be a single line around the glass or arranged in several lines e.g. 6th July 2011, Knockderry House or 6th July 2011 Knockderry House

As our all engravings are made by hand we can arrange the letters as you wish at any size or area of the glass within reason, as long as it is flat enough to engrave on. So we could engrave on the base, around the sides, lip of the glass, similarly middle or bottom. Engraving would be tricky for us to get access too. Please just find the product you would like then "click the engrave" this item button. Enter the letters you would like to engrave and then add any notes to the engraver in the box provided to direct the engraver as to how you would like it positioned.

VISITING DARTINGTON CRYSTAL

Q: We are on holiday during the last week of July and would like to visit you and have a cast done of our two sons hands / foot prints. Would you be able to advise costs, times etc..

A. Thank you for your enquiry regarding handcasting. It is advisable to book as it will be in the school holidays, so please call us on 01805 626242 to do so, vouchers can be purchased here from site if you wish to buy them in advance. The activity takes 10 minutes per person to do.

Q. What the price is for the factory tours and are there any age restrictions etc as we are planning a holiday it would be useful to know what it is likely to cost us.

A. There are no age restrictions however pushchairs cannot be taken into the factory. Prices are available from this page on the site. If you have any further queries about visiting us do not hesitate to call the Visitor Centre on 01805 626242.

Q. Do you take group bookings to your visitor centre?

A. Hi yes we do and can offer discounts for groups of over 15 to our Factory Experience. We have many schools and groups visit us through the year and would be happy to help you plan your day.

Please contact us through this website or call 01805 626242.

Q. What are the visitor times for your Factory shop?

A. We now have the visitor times on this page …