Refund Policy
1. This policy sets out the returns policy for goods or services purchased through the online store operated by Purely Portmeirion.
2. To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging.
3. Some types of goods are exempt from being returned for a refund where they are perishable (e.g. food, flowers, newspapers, magazines) or where they are intimate or sanitary goods (like underwear), or where they are hazardous materials or flammable liquids or gases.
4. Other types of services cannot be returned for a refund, for example where the service begins as soon as you make the payment (e.g. a downloadable software product) or a gift card or gift wrapping service
5. Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 14 working days after the date of delivery, you are entitled to a full refund of the original purchase price for the goods or services you wish to return, and the original postage and packaging charges made. You will not be entitled to a refund of the cost you incur in returning the item to us.
6. Our standard returns policy entitles you to a full refund of the purchase price and postage and packaging charges if you change your mind (i.e. the goods or services provided are not faulty or were not described properly) within 14 working days.
7. If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction. You must contact us with evidence of any faults within 14 working days after the date of delivery.
8. Where you would like to return a physical product you have purchased, please contact us to let us know that you will be returning the item. To obtain a refund for a non-physical product (like a service) please contact us for further information about how this can be done.
9. Once your return is received and inspected we'll contact you to let you know whether your refund will be processed or not, and credit your original method of payment, within a certain amount of days.
10. If you haven't received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank as some banks or card companies take a number of days to credit your account.
11. If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).
12. If an item you purchased was in a sale then it may not be eligible for a refund if you have changed your mind. If you are in any doubt please contact us before making the purchase.
What our customers say
Many thanks for such lovely service and communication. Our order arrived so quickly, beautifully and carefully packaged with a thoughtful note included. Cannot fault any aspect, it's such a change to receive perfect service like this, thank you so much, it's so much appreciated.
Very pleased with my purchase which arrived in very quick time and beautifully packed. Diolch yn fwr iawn am eich gwasanetaeth bendigedig!
I have been collecting The Portmeirion Compleat Angler for years and Purely Portmeirion has by far the best inventory I have found. All items arrive in the US in perfect condition. It feels like Christmas every time I open their box.
So many thanks to Purely Portmeirion and Julie. Shopping with you is a fantastic experience. So customer friendly, fast shipping, great communication!
I received my order within 2 days as promised and the order was outstandingly packed to prevent any damage. This has got to be up there with the best company that I have purchased from. I hope to deal with you again in the future.
Best service! I am building my set and they had all the items I needed. Fast dispatch time, well packaged. Very pleased with the service. Thank you.
The Gold Lion cream jug arrived promptly, beautifully and carefully wrapped, and looking like new -- filling a long standing gap in my coffee service. Thank you Purely Portmeirion.
Just received my Botanic Garden cake stand, so nicely packaged it was a present from me to me, so was lovely to open. I have been collecting Botanic Garden for over thirty years, thank you, I will be looking at your site again.
My soup plate arrived safely, a very well protected package and prettily wrapped inside. I am so pleased with the pretty design of the soup plate, I shall enjoy using it. An excellent purchasing experience, thank you.
I just received my Portmeirion pottery Botanic Garden cake plate (lilac) today. It was very carefully packed and there were no problems getting my order in California. It was like opening a gift! Thank you for fulfilling my order so quickly. I will happily recommend this site to many acquaintances that are fans of Portmeirion.
I am cautious about where I buy from over the internet but Purely Portmeirion was fantastic. Not only did they deliver what I purchased to the requested delivery address, but also every pot was undamaged. The teapots travelled over 8000 kilometres and the packaging was amazing! The Welsh / Cymru dragon sticker on the box was very distinctive. Should I see a teapot on their website that I would like; I would not hesitate to buy from them again.
I've just received my order and was delighted with everything to do with it. Beautifully packaged, it gave you the feeling that you were getting a gift from a friend instead of a business. I was particularly pleased because it was to replace a piece I had broken from a set given to me and one of my favourite designs. Thank you for such an excellent service.
This morning I received my parcel and I delighted how perfectly wrapped it was. This parcel could have survived any disaster. Thank you for wrapping it nicely as well, it was endless fun to unwrap it very carefully, and the green paper just increased the anticipation for the next lot of bubble wrap.
Just wanted to let you know that The Ladies Flower Garden pieces you sent me arrived safe and sound. They are beautiful! Thank you so much for gift wrapping them so nicely, it was a pleasure to open them.