Frequently Asked Questions

Unfortunately, we’re unable to add or remove products once an order has been placed. Please see our returns policy for more details.

1. Click the "add to cart" button on the product category page or the product details page to add the product to your cart.
2. If you want to change or remove products, click on the shopping bag icon on the upper right hand corner to view your shopping cart. Use the minus or plus sign to change each items quantity.
3. Click ‘Continue'. You can order as an existing Waterford member, register for Waterford Membership or as a guest without registering.
4. Enter your shipping email address, shipping address and ship method then add your billing details.
5. Choose your preferred payment method and card details.
6. Accept the terms of sale and click “complete purchase” button.
7. Once your payment is complete, you’ll see a summary of your order and we’ll email you an order confirmation.

Just add your promo code inside the promo code field on the shopping cart page. Please note that codes are case sensitive. Please check your promotion for specific restrictions.

We’re unable to accept phone orders but we’re happy to assist you in placing an online order. Kindly contact our Customer Care team available Monday to Friday, between 10 and 3 ET. at (+44) 01782 282650

We have an automated system that prepares your products for shipping as soon as payment has been authorized. However, if you do need to cancel your order, please contact Customer Care. Kindly have your order number ready (located in the order receipt and confirmation emails) we will try to cancel for you. If the order cannot be cancelled, there’s a 30 day return period. For more information about returns, please proceed to the “Can I return products that I ordered?”

Orders are moved to our warehouse team automatically and could be past the point of correction. Please contact Customer Service using address correction in your subject line. We will make every effort to try to correct for you.

Taxes will be added to your cart prior to submitting your order. Taxes are determined by the address to which the order is shipping. There are no additional duties or customs assessed to receive your order.

We accept the following payments

• VISA
• Mastercard
• American Express
• Apple Pay (using one of the above)

If your payment is unsuccessful, please check the following:

• Your card number and billing details have been entered correctly
• Check you have entered a complete and valid delivery and billing address. For our Canadian customers please enter your shipping address as it appears in Canada Post. We cannot deliver to a PO Box.
• Did you enter the correct card type, card number, expiration date and CVV security code?

If the problem persists, please contact your bank.

When you place an order, we process it using a secure server which encrypts your information before it's transmitted.

We comply with data protection and privacy laws and take measures to make sure that all the information you give us, including your credit or debit card details, remain private and secure.

We process your payment and registration information confidentially.

For more information on how we collect and process your information, view our Privacy Policy.

See our shipping terms for details.

Please note that the products you’ve ordered may be shipped in several deliveries. If a product is out of stock, we’ll ship it as soon as it becomes available again. Engraving items will always ship later than regular pieces.

To find out where your delivery is and when to expect it, find the tracking link in your shipment notification email. You should receive this email when your order is shipped from our distribution center.

Home deliveries are made during business hours from Monday to Friday, excluding Federal holidays. For undeliverable packages, the carrier will leave a note and you can pick up your delivery from a Pickup-Point near you. UPS Access points will store your package for 10 days.  

If there's no Access Point near you or UPS was unable to leave you a note, please contact UPS to arrange a new delivery time.

If your package cannot be delivered or it is not picked up from a pick-up point, it will be returned to us. Returned packages should be reported to our customer care team so they can arrange reshipment or return credit processing.

For detailed information on our returns policy, see our Returns terms.

In case you have received a wrong, damaged or faulty item, please contact our customer service at Customerservice.us@waterford.com  for further instructions.  If you wish to return items from your order, please follow the simple steps below

1. Pack the item(s) carefully in the original packaging
2. Fill out the return slip and enclose it with your return
3. Ship the package from any UPS, FedEx or Postal facility. You are responsible for paying for the shipment and retaining tracking details
4. We will handle your refund within fourteen (14) days after we have received the items
5. Contact our customer service at Customerservice.us@waterford.com if you have not retained your packing list from your shipment
6. Our return shipping address is:

Waterford Returns c/o Kenco
201 River Ridge Parkway
Jeffersonville, IN 47130
Attention Returns Department

As soon as we've received the product(s) back and validated the return, we'll process your refund. We'll email you when we've refunded your payment to your credit/debit card. You should receive your refund within fourteen (14) days after we receive the items. Post Holiday returns can take a bit longer depending upon volumes.

We're sorry for the inconvenience. For quickest processing time please use the contact us form and one of our Customer Care agents will assist you. Indicate your name, order number and products concerned. Attach an image of damaged products if possible. You can find the order number in the order confirmation and shipping confirmation emails we’ve sent you.

Please note that you’re required to check the products you’ve received without delay after you have received your order. Please inform our Customer Service of any damaged products within two week after receiving your order.

In case you have received a damaged or incorrect product, please keep it until you have been in contact with our Customer Service and received instructions.

• You can view your purchase history (please note that only purchases made after 9 June 2026 are shown. For information about earlier purchases, you can contact our Customer Service )
• You can see your personal details and update them
• You can track the status and delivery information of your orders
• You can subscribe to the newsletter
• You can change your marketing communication settings
• You can complete purchases more quickly, as your details—such as delivery address—do not need to be entered again. (Please note that we do not store credit card information.)
• You can add products to your wishlist
• If you are a loyalty program member, you can view your loyalty vouchers and products covered by the breakage warranty in your account.
• If you are signed in when placing your order, the breakage warranty will be registered automatically for eligible products.
• If you make a purchase without signing in first, you can register eligible products manually in your account.

You can access the sign in page and click the arrow icon. A one-time 6-digit code will be sent to you by email. The code is valid for 15 minutes. If you have not received the code, please first check your spam folder. If the code is not there, you may contact our Customer Service.

Enter the code into the field on the sign in page to complete the sign-in process.

Please make sure to use the email address that you used:

• to create your account; or
• when making a purchase in the webstore; or
• to subscribe to the newsletter; or
• when you joined the loyalty program

You do not need a password. You sign in using your email address and a onetime 6-digit code.

If you previously created a password for your account, the old password is no longer in use and has been replaced with a onetime 6-digit code. A new code is sent to you by email each time you sign in.

We offer gift wrapping on most products at waterford.com. Large or oversized items are excluded.

The gift-wrapping service is $6.00 per product and can be added to selected product(s) in the shopping cart. Please note that the number of products per gift package varies depending on the size and number of the products you choose. See below for examples.

Yes, the price of the service will be refunded in full.

We have partnered with MyRegistry.com where you can place all of the items you want into one universal gift registry. Create your master gift list and share your single manageable registry with family and friends. Start your registry today.

If you need assistance with the My Registry service, please contact them directly for support.

Look for the engraving option on eligible product pages. We offer several styles: monograms, initials, icons, and personalized messages. Engraved orders take 7-10 business days to process and ship, and engraved items cannot be refunded.

We moderate engraving content and don't allow licensed names, trademarks, profanity, or offensive language. If your message conflicts with our policy, Customer Care will reach out with options.

Our complete engraving terms appear when you make your selection and must be accepted to proceed with your order."

There is a clear acrylic dust shield/window pane which needs to be removed prior to installing your photograph. You’ll notice a very small notch located in one of 4 inner corners, which allows you to gently pop this shield out from the front of the frame. We suggest a sturdy pin, toothpick or paper clip to lift the front piece. Once the acrylic front piece is removed, there is a protective thin plastic film over both sides, which should be peeled off to provide a clearer view of your photo. Once removed you're then free to insert your photograph and replace the window pane back into the frame.

No. A line or cord is not considered a flaw. This almost invisible difference in the density of the crystal occurs during the fusing of molten crystal. Although visible when it reflects light, the cord disappears when a goblet or vase is filled with water.

Tiny bubbles the size of a pin point sometimes form in the fusing or melting process and do not affect the quality of the piece. Such slight variations are natural results of handcrafting.

18/10 stainless steel, the European standard of excellence, refers to the amount of nickel (provides luster and allows for great detail) and chromium (corrosion resistance).

How our crystal appears online has a lot to do with your monitor resolution. To aid in your visualization of the product, we strive to provide you with good quality images, large photographs and the ability to zoom in on photographs online. Rest assured that when our product arrives it will always measure up to our company's stringent quality standards

If your pattern is not shown on our site it most likely has been discontinued. Regrettable we do not have the resources to provide an identification of products/ patterns. Other consumers have been successful using a free service on replacements.com, scroll down to the bottom of their homepage and under "Services" click on "Pattern Identification Help", click on "Pattern ID Request Form", and follow the prompts.

We do not offer appraisal services. We leave the appraising process to outside organizations that specialize in the appraisal of high end products. One suggestion would be to contact the appraisal company listed below. They may be able to provide you with an appraiser in your area. Their contact information is:

American Society of Appraisers
11107 Sunset Hills Rd, Suite 310
Reston, VA 20190
Office Hours 9:00 a.m. – 5:00 p.m. ET, Monday – Friday

We do not offer repair services. We suggest searching for a repair or restoration specialist near you.

We’ve worked hard over the past few years to explore how we can make our product more environmentally friendly and have developed a new crystal formula that has replaced lead oxides with barium oxide. As well as being 100% recyclable, the new, lead-free crystal formula allows our factories to considerably reduce their energy consumption.

The key benefit for our consumers is that the heightened strength of our new formula will allow our talented craftsmen to create new designs with sharper cuts, resulting in brilliant facets that produce more amplified refractions for you to enjoy.

In comparison to our previous formula, our new crystal is also:

• more resistant to heat which allows our craftsmen to produce specialised hot beverage glassware.
• twice as strong for a more durable vessel that you can enjoy with confidence.
• dishwasher-resistant, resulting in a longer-lasting brilliance for your favourite pieces.

We have worked hard to ensure that our new formula provides you with the same luxury experience as our previous crystal. However, you may notice a subtle difference in how it feels.

The heightened strength of our new formula will allow our skilled artisans to create sharper cuts which will feel more pronounced in your hand. In addition to this, our new crystal is slightly lighter in weight. Due to the manufacturing process of crystal and the traditional techniques that you choose Waterford for, such as hand-cutting and mouth-blowing, there is always a weight variation between our items. This variation is controlled within internal standards.

Due to the heightened strength of our new formula, our talented craftsmen will be able to create new crystal designs and patterns for you to enjoy. However, as with all glass melting processes, there are variations in color when the raw materials change. Therefore, as we remove lead from our processes, a change in color is to be expected. The color of our new crystal is controlled within the color tolerances of all our crystal products.

Slight variations in shape, as well as the thickness of the crystal itself will alter the sound produced when you strike it. Because the new formula will produce crystal that’s slightly lighter in weight, you may experience a new ping from your new crystal products.

Our new formulation has been tested to safely withstand 150 cycles in a domestic dishwasher. However, all fine crystal is fragile, and the surface will deteriorate over time when continually washed in a dishwasher. Although our new crystal is perfectly safe for your dishwasher, we recommend that you hand-wash your crystal items so that you can enjoy their brilliance for longer.

All Waterford food and beverage items are regularly tested to fully comply with the latest food contact material legislations, so you can continue to enjoy your favorite beverage in your existing lead crystal items as well as our new formula crystal.