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F.A.Q’s
General Topics
Currency /Price /Tax Topics
Payment/Security Topics
Shopping Topics
Shipping & Insurance Topics
None of the above topics
Please email your question to us at customerservice@tableware.uk.com Back To Top Who are Tableware UK?
Tableware UK is the internet division of the world famous Chinacraft group of companies and has been specifically developed to bring you all the benefits of shopping for china, crystal and gifts as if you were visiting one of our London stores. Supported by probably the largest stocks in the United Kingdom, we are uniquely positioned to provide a speedy and efficient delivery service to countries all over the world, at very competitive prices. We provide access to a wide selection from famous manufacturers such as Portmeirion, Wedgwood, Royal Doulton, Royal Albert, Royal Crown Derby, Spode, Minton, Aynsley, Waterford, Royal Worcester, Rosenthal, Richard Ginori, Quimper, Limoges, Moorcroft, Lilliput Lane and many more. Among the exciting new features are an online bridal and gift registry, lots of fabulous pictures to make viewing patterns even easier and a host of tempting special offers. Back To Top Where are you located?
Tableware UK is based at the London offices of Chinacraft Limited:- Back To Top Why are your prices in U.S.Dollars when you are a British company?
When you visit our site, information from your browser will trigger either the U.S. dollar settings or the U.K. pounds settings. If in doubt the site will default to U.S. dollars which experience tells us is the most universally convenient currency to deal in. Either way it is a simple matter to select each of these currencies from the navigation box at the top of every page. We accept payment in U.S. dollars and U.K. pounds. If you are paying by credit card you will automatically be charged in your local currency. Back To Top Why are your prices so low?
Because we are determined to offer the best service at the best prices in the world. This is the reputation that Chinacraft has built over the last 50 years and we aim to incorporate that tradition into our internet business. Back To Top Can I see prices in other currencies?
You can switch between U.S. dollars and U.K. pounds by selecting the required currency from the navigation box at the top of every page. You should also select the shipping country so that V.A.T. inclusive prices can be shown for European Community countries and tax free prices can be shown for all other countries. Back To Top What exchange rate do you use?
Our policy is always to use a highly competitive exchange rate to help us retain our position as the website with the best prices in the world. Back To Top Which currencies do you accept?
All orders are charged in either U.S. dollars or U.K. pounds (your choice). Back To Top Will I have to pay customs/import duty?
Most countries charge a duty on imported goods. For example US customs have a rate of between 6 to 9% of the value of the goods for china products, but it is not always charged. As we are regularly shipping to over 50 countries worldwide, it is not possible for us to keep track of the current policy for individual countries. Our best advice is to contact your local customs authorities for the latest information. As far as possible our prices are structured to allow for the possibility of import duty and still remain highly competitive. Back To Top Do your prices include V.A.T?
Value Added Tax is only charged on goods delivered within the European Community. If you indicate (in the navigation box at the top of every page) that your order is to be delivered to a country outside the EC, tax free prices will be shown. Back To Top Why is the price on my receipt different to my credit card statement?
Our sales registers operate in pounds sterling and therefore issue receipts in pounds. If you have elected to pay in U.S. dollars, the charge will appear in dollars on your statement. Back To Top Which methods of payment do you accept?
Most of our customers find credit cards the most convenient method of payment, safe in the knowledge that their payment details are securely encrypted and can only be deciphered by our staff. We accept \American Express, Visa and Mastercard. You may also pay by any of the following methods: - Bank transfer.
- Money order (made payable to 'CHINACRAFT LIMITED')
- Bank draft.
- Personal Cheque – U.S. Dollar or U.K. Pounds accounts only. (Cheques should be made payable to 'CHINACRAFT LIMITED')
(Please note that U.S.Dollar personal cheques can take several weeks to clear and may delay shipment of your order). Back To Top When do you charge my credit card?
Your card will not be charged until your order is ready for shipping, unless we are specially ordering a non-stock item for you, in which case we normally request a 50% deposit. Back To Top Is your site secure?
Tableware UK has its own secure server software (SSL) that encrypts all your personal information, preventing it from being accessed or read by any third party. SSL is known to be the best available software package for secure e-commerce trading.
When you place an order with Tableware UK, we will ask for your credit card details which will be immediately encrypted and sent to our secure server, where they are held for as long as you remain a customer of Tableware UK. You will not be required to enter them again for future orders further increasing the security of your details.
You will have an opportunity to modify (e.g. update your expiration date) or change your credit card, address or billing details at the check out point on our website or by using the ‘contact us’ button at the top of every page. Back To Top What is your privacy policy?
We at Tableware UK respect the privacy of our customers. We do not sell, rent or loan the identities or any other identifiable information regarding our customers to any third party. We collect information given through the online or in store ordering/registration process or through email, fax or telephone enquiries. Any information you give us is held with the utmost care and security and will only be used for the purposes of completing your order and for informing you of future special offers or new merchandise and services that may be of interest to you. If you do not wish to receive these bulletins, please send an email with ‘Remove’ in the subject line to customerservice@tableware.uk.com and your name will be immediately removed from our mailing list. Or if you wish to contact the person responsible for privacy matters, please email the Customer Service Manager at customerservice@tableware.uk.com Back To Top Can you send me a catalogue?
Our website is our catalogue. We try to bring you the highest quality imaging possible to help you in making your selection. Sometimes it may not be possible to show you all the detail that you require, in which case we may be able to email you more detailed images on request. Certain manufacturers produce good quality leaflets and brochures for some of their products and we will be happy to send you any of these that are available. Back To Top I’m looking for a discontinued pattern.
Unfortunately we are usually unable to help with discontinued patterns. The following companies specialise in discontinued china patterns and may be able to help you:
Back To Top Can you give me a valuation for my china?
Sorry, we are not able to value china, but if you need prices for any pattern that is in current production, we will be pleased to help. Back To Top I’m looking for a pattern/item that is not shown on your website.
We are in regular contact with all the major U.K and European manufacturers of china, crystal, gifts and cutlery and will be happy to provide you with a competitive quotation for any current pattern or item. Back To Top Do you sell seconds or rejects?
All our products are brand new and of first quality. We may have special offers from time to time of high grade seconds, which will be clearly advertised as such, and sold at a discounted price. Back To Top Returns Policy Customers have the right to cancel an order, without giving a reason, at any time within the ‘cancellation period’, which begins on the day the order is placed and ends on the expiry of 7 working days beginning the day after the goods are received. A full refund will be given within 30 days of cancellation subject to a deduction for the direct cost of collecting unreturned goods. The cost of returning goods that are not subject to a quality complaint is the responsibility of the customer. Customs and import duty refund requests should be addressed to your local customs department. Order cancellations may be advised by any of the following methods: · by email to customersevice@tableware.uk.com · by telephone to +44(0)20 8206 7406 (calls are charged at the standard rate). · by fax to +44(0)20 8206 7408 · by mail to Customer Service (Tableware UK), Unit 1, 2-4 Exmoor Street, London W10 6BD, UK ‘This does not affect your rights as a consumer’ Goods authorised for return should be sent to: Internet Returns, Chinacraft Ltd. c/o Pages Catering, Unit 1, Watford Exchange, Colonial Way, Watford, Herts. WD24 4WP Back To Top Handling Complaints Our Customer Service Department will be happy to deal with any complaint. Please see above for contact details or use the ‘contact us’ button at the top of the screen. We endeavour to respond to all complaints within three working days. Our customer service lines are open Monday to Friday from 8:30am to 5:30pm G.M.T. – all calls are to our offices in London U.K. and are charged at the standard rate. If you prefer to leave a short message including your name, telephone number and order number, we will return your call within the hours stated above. Back To Top What are your shipping charges?
Shipping charges are calculated by a formula, which incorporates the weight, number of items and destination. The easiest way to calculate how much shipping will cost is to raise an order online for the items you are interested in, press the ‘view basket’ button and your shipping charges will be calculated automatically. Don’t worry you cannot submit the order until you have entered all your address and payment details. Back To Top How long will my order take to arrive?
When we receive your order we will send you an acknowledgement that will include, among other things, an estimated time of arrival. These are the variable factors that we take into account before quoting the E.T.A:
- Order processing time (longer at peak trading periods).
- Are all the goods immediately available or do we need to order from the manufacturer? (Delivery from factories can be anything from a few days to several months depending on production cycles).
- Customs clearance and destination. (If goods are exported from the UK, we have to allow for the average time taken to clear customs and the efficiency of the internal delivery service of the receiving country).
With 50 years of experience of shipping our products all over the world you can be sure of a speedy and reliable service from tableware UK, but please remember that we are often entirely at the mercy of the potter, whose wheel can sometimes turn exceedingly slowly! Back To Top How can I check the progress of my order?
Our systems automatically remind us when an order is due for shipping so there is no need to contact us before the due date that we give you on your order acknowledgement. If there is a change in the status of your order that will affect the original date, we will contact you with a revised delivery date. At any time you can contact us for a status report by clicking on the ‘order status’ button at the top of each page on our website. Back To Top What happens if something arrives damaged?
All orders are fully insured, and in the unlikely event of a breakage in transit we ask you to inform us as soon as possible so that we can arrange to send you replacements. We may ask for a photograph of the damaged items to give to our insurers, who may wish to inspect them , so please hold on to the pieces and the packaging until we settle the claim. Back To Top
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