Returns, Refunds & Our Satisfaction Guarantee

At portmeirionONLINE, we want every single one of our customers to be 100% satisified with your purchases; that's why we introduced our Satisfaction Guarantee.

If you are not completely happy with anything you have bought from portmeirionONLINE, you can return it for a full refund, providing that the following conditions are met.

Returns & Refunds

If you wish to return an item, please return it in its original condition with proof of purchase and we'll exchange or refund it. Unless faulty, the item(s) should in its original condition and should  be within 28 days of receiving your order.

Please pack the item securely enclosing any paperwork you received from us; write the address clearly on the outside of the package; take the parcel to any Post Office and send it back to us at the following address:

Portmeirion Shops Ltd
Shops Office
LL48 6ET
(United Kingdom)

Please note this service is not provided free of charge.

Damages & Faulty Items 

If your item is damaged, please email us within 7 days after delivery to with the order number in the subject line. Please including images of the outerbox (Fragile Sticker if applicable) and images of damaged the item.

If your item is faulty, please email us at with the order number in the subject line with a brief explanation of the fault.

Refund Policy

You can return any item (with some exceptions as listed below) as long as they are unused and in a saleable condition, within 28 days of receipt for a full refund.

Important Note

If you need to return an item then you must include the paperwork provided with that item and return it to the address specified above and in your documentation (confirmation eMails, delivery notes, etc.). Failure to return to the correct address may delay the processing of your refund.

If the product returned is not in fully resaleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item. This does not affect your statutory rights.

Please note, we cannot refund the cost of any gift wrapping you may have ordered.

Products we are unable to refund

  • Gift Vouchers

In the interests of hygiene, the following items are non-returnable unless damaged or faulty:

  • Pierced body jewellery
  • Quilts, towels, duvets and pillows (unless the original packaging remains undamaged and unopened)
  • Gift food and products containing alcohol

In addition the following items are non-returnable unless faulty:

  • CDs and DVDs
  • Personalised / custom made / altered items
  • Beds, mattresses and furniture

These provisions do not affect your statutory rights relating to faulty or misdescribed goods or your right to cancel orders under the Consumer Protection (Distance Selling) Regulations.

Important delivery information

All UK parcels are sent via tracked post, it is your responsibility to ensure someone is available to receive the parcel when it is delivered. If the item is undelivered because you are not home or if you do not collect it from your local Royal Mail sorting office if instructed to do so, and is subsequently returned to us, you will be liable for the cost of reposting the item to you.