At Chinacraft you can buy your favourite china brands such as Portmeirion china, Denby china, Wedgwood china, Villeroy & Boch china, Royal Doulton china, Royal Albert china, Spode china and more dinnerware for every occasion . . .
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Wedgwood, Denby, Portmeirion, Spode, Villeroy & Boch , Royal Doulton and Royal Albert china.

Frequently Asked Questions

General Topics

Currency /Price /Tax Topics

Payment/Security Topics

Shopping Topics

Shipping & Insurance Topics

Common Ordering Problems

 
  Manufacturers
  Pattern
  Currency
   Shipping Country

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Who are Chinacraft?
    Chinacraft are the leading independent china and glass retailers in England , with stores in London and the south, and a history of shipping tableware all over the world for over 50 years. We aim to provide our on line customers with the same efficient and secure delivery service as we offer in our stores, maintaining the best possible prices and excellent customer service. We carry  most patterns from Aynsley, Denby, Haviland, Lilliput Lane,Minton,Moorcroft, Portmeirion,Quimper, Richard Ginori, Rosenthal,Royal Albert,Royal Crown Derby, Royal Doulton,Royal Worcester,Spode, Waterford and Wedgwood.
Where are you located?
    Our head office address is:

    Parke House, Unit 1, 2-4 Exmoor Street,  London W10 6BD, England
    Our telephone number is: +44 (0) 20 8206 7407
    Our fax number is: +44 (0) 20 8206 7408 Our email address is: info@chinacraft.co.uk  

How do you keep your prices so low?
    We aim to offer the best prices in the world and often, we will run special offers on particular patterns . We make every effort to ensure the accuracy of our prices and information, but mistakes and typographical errors do happen. We reserve the right to withdraw an item from sale and apologise for any inconvenience.

What exchange rate do you use?
    We use the most competitive rates available to ensure that we keep the best prices in the world.

Will I have to pay customs/import duty?
    It is important that you check the current rates with your local customs office as most countries charge duty on imported items . We understand that the current rate for china going into the US is between 6 and 10 percent but it is not always charged. We try and ensure that even when you have paid duty, our prices are still highly competitive.

Do your prices include V.A.T/do you charge taxes?
    Valued Added Tax is only charged on goods delivered within the European Community. If we are delivering to a country outside the European Community, tax free prices will automatically be displayed when you change the 'Shipping Country' at the top of each page.

    You may have to pay customs/import duty so you need to check the current rates with your local customs office.


Why is the price on my receipt different to my credit card statement?
    Our sales registers operate in UK pounds so your receipt will be issued in pounds.If you have chosen to pay in dollars, the charge will appear in dollars on your statement.

How can I pay?
    Most of our customers prefer to pay by credit card and we accept American Express, Mastercard and Visa. Your details are securely encrypted and can only be read by our sales people. However, you may also pay by:
    • Bank transfer. Email us and we will send you our bank details
    • Money order (made payable to 'CHINACRAFT LIMITED')
    • Bank draft.
    • Personal cheque (made payable to Chinacraft Limited). Please note that we can only accept cheques in UK pounds or US dollars and that dollar cheques can take several weeks to clear. This may delay shipment of your order.

When do you charge my credit card?
    If we have to specially order items for you(i.e. items that are not on our website), we will request a 50% deposit. You may find that some websites will charge your credit card as soon as they receive your order. Our policy is that you your card will not be charged until we are ready to ship.

Is your site secure?
    The Chinacraft site 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 system for secure e-commerce trading. For further details and to examine our certificate, please click on the gold 'Secure Site' button on the home page.

    The credit card details and billing address details that you enter on your order form will immediately be encrypted and sent to our secure server where they are held. When you return to the Chinacraft site to place further orders, you will not need to re-enter your address and card details.

    If necessary, you can update any of your details by using the 'My Account' button at the top of each page and entering your unique username and password that are provided after receipt of your order.


What is your privacy policy?
    We at Chinacraft totally respect the privacy of our customers.We do not sell,loan or rent our customers' details to anybody else. We collect information from customers using our website or visiting our stores and we will only use it to keep you up to date with new merchandise details or special offers that we believe may be of interest to you.

    You may remove your details from our mailing list at any time, by sending an email to info@chinacraft.uk.com with 'Remove' in the subject box. Please understand that it may take a few days to process your request.


Do you have links to other sites?
    There may be times when we provide links our customers may be interested in. Chinacraft are not responsible for any aspect of these sites.

Can you send me a catalogue?
    We no longer produce a catalogue as http://www.chinacraft.co.uk/images on the internet are so good. Sometimes, it may not be possible to show all the detail that you require in which case we may be able to email you more detailed http://www.chinacraft.co.uk/images on request. Certain manufacturers produce good quality brochures and we will be happy to send you any of these that are available. We are constantly adding ranges to our website so if you are looking for something that is not featured, please email us and we will do our best to help you.

I’m looking for a discontinued pattern.

Can you give me a valuation for my china?
    We can only provide prices of patterns that are still made. If you do not see the pattern on our website, please email us and we will try and help you.

I'm looking for a pattern/item that is not shown on your website.
    We are constantly adding ranges to our website so if you are looking for something that is not featured, please email us and we will do our best to help you.

Do you sell seconds or rejects?
    All our products are new and of first quality. From time to time, we may offer high grade seconds which are cheaper that the first quality equivalent. There is a link on our site (see 'Reject China Shops' in the drop down list of manufacturers) to our sister company, the Reject China Shops and there you will find seconds.

What is your returns policy?
    Customers may cancel their order within a defined cancellation period. This begins on the day that the order is placed and ends on the expiry of 7 working days beginning the 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. Specially ordered goods will not normally qualify for a refund. The cost of returning goods that are not the subject of a quality complaint is the responsibility of the customer.

    Orders may be cancelled by any of the following methods:

    • By email to info@chinacraft.co.uk
    • By telephone to + 44 (0) 20 8206 7407
    • By fax to + 44 (0) 20 8206 7408
    • By mail to Internet Department, Chinacraft Ltd., Parke House, Unit1, 2-4 Exmoor Street, W10 6BD, England.

    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 

     


Who can I call if I am not happy about any aspect of my order?
    Our customer services department will be happy to deal with any questions you may have. Please see above for contact details or use the 'contact us' button at the top of the screen. Our customer service lines are open Monday - Friday from 8.30am to 5.30pm GMT.All calls to our London office 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.

Do you sell Gift Certificates?

Do you giftwrap?
    We are happy to wrap orders for shipment within the U.K. Unfortunately, we cannot wrap orders that are going overseas as customs offcers may want to inspect the goods. However, we can include a gift message free of charge with any item. Price tickets are removed before shipping.

How do I find a specific item?
    No matter where you are on our website, you can search for a particular manufacturer or a particular pattern. Simply select your manufacturer from the navigation box in the top right corner of every page and then select your pattern before clicking the 'Go' button. If you are not sure of the name of your pattern or just wish to view our selection, choose a manufacturer and then click on 'Go' and you will be taken to a page showing http://www.chinacraft.co.uk/images of all the patterns in that manufacturer. One more click on the pattern image will then take you to the detail page for that pattern.

What products are available online?
    All of the merchandise featured on our website is available for purchase online. We are in regular contact with all the major manufacturers, so if you do not see what you are looking for, please contact us. info@chinacraft.uk.com

How do I place an order?
    Every pattern of china,crystal or gifts can be located on the site by using the navigation box at the top right corner of the screen to take you to the correct page. Once there, you should find the ordering process self-explanatory, but there is a help button should you need it. There are further notes on each page to help you to complete your order easily.

    When you have successfully placed your order you will receive an order acknowledgment and a unique username and password. This will allow you access to your own personal account where you can make amendments to your order or shipping/billing details and check the progress of your order.


What are your shipping charges?
    Shipping charges are calculated automatically when you raise an order.You can check what these are well before entering your address and payment details.Charges are based on the weight, number of pieces being shipped and the destination of the order.

How long will my order take?
    Shipping times depend on a number of factors.When we receive your order, we will send you an acknowledgement which will include, among other things, an estimated date of delivery. If the items you have ordered are in stock, we aim to ship them out immediately. If we need to place an order with the factory, we will have to take into account that production cycles vary from a few days to several months. And finally, we have to allow time for customs clearance which varies from country to country.

How can I check the progress of my order?
    The 'My Account' button at the top of the screen allows you access to your personal account, where you can make changes and check the delivery status of your order.

What happens if something arrives damaged?
    It is extremely unlikely that anything will arrive damaged but if it does, please contact us  immediately. We will send you replacements as soon as possible, but we may need to see a photograph of the damaged items, so please do not destroy them (or their packaging) until we have settled your claim.

Why can't I add items to my basket?

    If you get an error message when trying to add items to your basket (e.g.'This page cannot be displayed' or 'The web page you are viewing is trying to close the window') it is quite likely that you have a Norton Personal Firewall installed on your computer, which is preventing access to our ordering system. All the following solutions are approved by the Symantec Corporation , owners of the Norton Personal Firewall software.
    Solution 1. (Quick fix which switches off your firewall while you place your order).
    The simplest solution is to temporarily switch off the firewall by right clicking on the Norton Firewall icon in the tray at the bottom of your screen and selecting 'Disable'. Repeat the process and click 'Enable' when you have finished placing your order. 
    Solution 2. (Temporary solution which switches off only the section of the firewall that is preventing access).
    Double click the Norton Personal Firewall icon to open the screen where you can click on 'Privacy Control' and then click the 'turn off' button. Remember to turn back on after placing your order.
    Solution 3. (Temporary/Permanent solution which gives you more freedom of access)
    Open Norton Personal Firewall, click on 'Privacy Control', then click 'Configure'.
    Now click 'Default Level' followed by 'Custom Level' and in this window uncheck 'Enable Browser Privacy'
    Finally click 'OK' and 'OK' again.
    Solution 4. (Permanent solution to enable regular access to our website and ordering system).
    Open Norton Personal Firewall by double clicking the icon, click on 'Privacy Control' then click 'Configure'.
    Next click 'Advanced', click 'Add Site' and enter our website address - www.chinacraft.co.uk and click 'OK'.
    Select our website address from the list on the left then go to the right side section called 'Information about visited sites' - uncheck 'Use Default Settings' and select 'Permit'.
    Click 'OK' and 'OK' again.

    Wedgewood china, Denby china, Portmeirion china, Spode, Spode china, Royal Doulton china, Royal Albert china

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