Refund Policy
This policy sets out the returns policy for goods or services purchased through the online store operated by Purely Portmeirion.
1. 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.
2. 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 the customer will be liable for any costs incurred returning the item to Purely Portmeirion. You will not be entitled to a refund of the cost you incur in returning the item to us.
3. If you the customer fails/refuses to accept receipt of the parcel sent to you and the parcel is returned to Purely Portmeirion, you the customer may be liable for a return delivery fee charged to Purely Portmeirion by the relevant courier, and your entitlement to a full refund of the original purchase price for the goods and delivery service will be void if this occurs outside of the 14 working day period.
If you the customer fails/refuses to accept receipt of the parcel sent to you and the parcel is returned back to Purely Portmeirion and received within the 14 day period, a partial refund of the item purchased will be issued, less an Administration Fee. The original cost of delivery for that item will not be refunded. A return delivery fee charged to Purely Portmeirion by the relevant courier for the return of said item, will still be chargeable.
4. 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.
5. 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.
6. Once your return is received back by Purely Portmeirion and inspected we will 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. If the item is not in the same condition as it was sent, i.e. damaged in any way , a refund will become void.
7. 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.
8. If an item you purchased was purchased with a discount voucher or in a sale, then we will only refund the amount that you paid (and not the amount the item was originally listed for). If you are in any doubt please contact us before making the purchase.
What our customers say
Thank you so much for another one of your beautiful parcels! I have just opened it and decided to write a review straight away. Thank you so much for the amount of effort and attention to detail that you put into your work! Everything in the parcel was, as always, packaged and organised so carefully and artistically, and it was such a pleasure again to unwrap your lovely signature green gift paper with pink ribbon and a little pink heart attached to it! I even showed my daughter how everything was arranged with the intention of bringing a smile to someone's face! As always, the items were absolutely beautiful! They were even more lovely and impressive in reality-- as is the case with all vintage Portmeirion pottery! Once again, thank you so much for this beautiful 'From Wales with Love' parcel-- it truly made my day!
Fantastic service. Super quick. Thoughtfully packed. Lovely item. Top marks for every aspect. Even a personalised envelope containing information about the company. I don't usually submit reviews but this experience was exceptional. Thank you so much.
Tea pot arrived quickly and was exactly as depicted and described. It had been beautifully packed by someone who taken a lot of care. Excellent service. Highly recommended.
Wow oh wow. I bought this item as a Christmas present quite a while ago and have only just got around to opening it and it's exceeded my expectations. It was wrapped so beautifully in tissue paper with a lovely tag and the protective packaging that was surrounding it was brilliant, ensuring it arrived in one piece and it's such a lovely vase too. It arrived in good time too and had lovely labels on the outer box. I wouldn't hesitate to recommend buying from this site!
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.