FAQs
- Delivery & Returns
- Product Questions
- Guarantees
- Payments
Delivery & Returns
When will I receive my order?
We aim to deliver your goods to anywhere in Canada within 10 business days of receiving your order. You will be contacted if for any reason part or all of your order cannot be fulfilled within this time with an expected delivery date. Your order will be sent by our contracted carrier DHL and will be despatched directly out of the UK. Once you've completed checkout, we cannot reroute your order or change your shipping address.
For security purposes, we're unable to redirect a shipped package. If our shipper is unable to deliver the package to the address you provided, the parcel will be returned to our fulfillment center and processed as a return.
How can I return my order?
If for any reason you are not completely satisfied with your purchase, you can cancel your order within 30 days of receiving your goods. If your order is a gift bought from our Gift Registry you have 90 days to return the order.
You must notify Denby within 30 days of receipt by one of the following means: in writing to Customer Service Team, Denby Retail Ltd, Denby, Derbyshire, DE5 8NX, by email to hello@denbypottery.com or by telephone on +44 (0)1773 740899. You will need to provide proof of purchase. We will then advise you on how to return the goods, so that they reach us speedily and safely. We would ask that you take good care of the goods whilst in your possession, that they are unused and returned to us with barcodes still attached and in the original packaging. You will be refunded to original method of payment.
If you wish to return goods then you will be required to pay the return delivery charges, as we will only refund the original payment for the goods and the associated delivery charge. If any goods are received in a faulty condition then please contact our Customer Service team on +44(0)1773 740899 to discuss return options.
If you do cancel your order but do not return the goods, we may arrange to collect them from you at your cost. Your refund will be processed as soon as possible and within 30 days of the order cancellation at the latest.
These conditions do not affect your statutory rights.
Delivery Information
Shipping Fees are based on your order total after any promotional discounts, voucher codes or state taxes are applied when determining shipping:
| Value of Goods | Shipping Charge | |
|---|---|---|
| $0.00-$249.99 | $39.95 | |
| $250.00+ | Free of Charge |
We aim to deliver your goods to anywhere in Canada within 10 business days of receiving your order. You will be contacted if for any reason part or all of your order cannot be fulfilled within this time with an expected delivery date. Your order will be sent by our contracted carrier DHL and will be despatched directly out of the UK. Once you've completed checkout, we cannot reroute your order or change your shipping address.
For security purposes, we're unable to redirect a shipped package. If our shipper is unable to deliver the package to the address you provided, the parcel will be returned to our fulfillment center and processed as a return.
Cancellation and Returns Policy
If for any reason you are not completely satisfied with your purchase, you can cancel your order within 30 days of receiving your goods. If your order is a gift bought from our Gift Registry you have 90 days to return the order.
You must notify Denby within 30 days of receipt by one of the following means: in writing to Customer Service Team, Denby Retail Ltd, Denby, Derbyshire, DE5 8NX, by email to hello@denbypottery.com or by telephone on +44 (0)1773 740899. You will need to provide proof of purchase. We will then advise you on how to return the goods, so that they reach us speedily and safely. We would ask that you take good care of the goods whilst in your possession, that they are unused and returned to us with barcodes still attached and in the original packaging. You will be refunded to original method of payment.
If you wish to return goods then you will be required to pay the return delivery charges, as we will only refund the original payment for the goods and the associated delivery charge. If any goods are received in a faulty condition then please contact our Customer Service team on +44(0)1773 740899 to discuss return options.
If you do cancel your order but do not return the goods, we may arrange to collect them from you at your cost. Your refund will be processed as soon as possible and within 30 days of the order cancellation at the latest.
These conditions do not affect your statutory rights.
Product Questions
Is Denby lead-free?
Yes. All of Denby's ceramics are lead and cadmium free.
Ceramic tableware is often considered one of the safest choices in a world where we are all rightly demanding homewares free of toxins - it is generally made from mineral clay, sand and other natural materials. Denby's stoneware gets its legendary durability from our iron-rich clay and harder-than-steel glazes which when fired at our very high temperatures create products which are made-to-last, non-porous (and therefore resistant to bacteria, hard to chip and easy to clean).
Denby does not add any lead or cadmium into our glazes (though some manufacturers do, so it is always worth checking) and therefore our products are free of those ingredients. 'Lead-free' is a term used globally to refer to ceramicware that does not have intentionally added lead and can be confirmed that no extractable lead can occur in use.
Confirmation of this is achieved by using standardised test methods like Standard Test Method for Lead and Cadmium Extracted from Glazed Ceramic Surfaces (ASTM C738-94) in the United States or BS6748 in the United Kingdom. Denby performs this rigorous testing across all of its products, for lead and cadmium leachability specifically, using third-party approved laboratories to ensure a high level of confidence and independence in the results.
We are proud to say that none of Denby's ceramic products have any detectable amounts of either lead or cadmium from the current testing regimes and so remains safe for all food consumption purposes.
On a general point, it is worth noting that no products, whether ceramics or indeed anything else, can be totally free of any trace of lead using analytical instruments powerful enough to detect it and therefore almost any item could show some trace of lead. X-Ray Fluorescence (XRF) testing is also sometimes used in detecting lead and cadmium and whilst the method gives a useful indication, it is not considered to be as accurate as the controlled lab methods and thresholds for 'lead-free' outlined by the FDA which have determined that Denby falls below any detectable trace limits on lead and cadmium leachability and is therefore safe.
Is Denby BPA-free?
BPA (Bisphenol A) is used in the production of plastics and resins. BPA plays no part in the making of ceramics so yes our ceramicware is BPA-free.
Why is there colour variation in some Denby patterns?
Denby is very much a handcrafted product, where glazes are often applied by hand. A difference of 1/1000th of an inch in glaze thickness can cause a slight variation in colour when the piece is fired. Slight variations in colour are part of the beauty of handcrafted products and means that no two pieces are identical.
What is the best way to remove the sticky labels?
Denby is very much a handcrafWe recommend to soak the label in water and clean up with a flat blade. Alternatively, furniture polish can be sprayed on to the remaining area of the barcode label so it softens and then it can be scraped off with fingers or a soft cloth.
Why is there an appearance of grey lines on my Denby pieces?
All ceramic products can be affected by 'metal marks' on the surface of the item - in most cases these are not scratches but occur when metal rubs against the surface of the dish leaving a metal residue which doesn't disappear on normal washing. A cleaning product like 'Bar Keepers Friend' can help remove these marks:
Sprinkle Bar Keepers Friend onto a wet cloth or sponge.
Rub the surface of your item gently and rinse.
For more stubborn stains you can make a paste using a few drops of water and apply to your item, leave for one minute, then rinse thoroughly.
On heavily coloured or decorated glazes, we would always suggest a 'spot test' on the reverse of the item first to be sure, but this method should remove any metal marks in most cases.
Can I buy replacement lids?
We are happy to sell replacement lids for any current Denby Stoneware item. Although lids are not available to purchase through our online store, our Customer Service team will be happy to confirm prices and availability and take your order on 01773 740899. Unfortunately we are unable to supply lids for our Cast Iron items.
What are Seconds?
During production, and as a result of our high-quality standards, we produce a quantity of Seconds pieces every week. During kiln firing, variations in temperature can occur which result in glazed pots appearing lighter or darker than the ideal colour standard or surface imperfections can arise. These imperfections are usually quite minor but can vary from piece to piece and range to range. They are purely cosmetic blemishes and in no way detract from the safety, strength or durability of the pieces concerned and all Seconds items are 100% safe to use in the dishwasher, freezer, microwave and oven.
However, if you are buying Seconds pieces to mix with your Best Quality items you may see a difference in colour of the pieces, especially on some of our more reactive ranges where the colour differences can be more noticeable. If you have specific aesthetic needs or preferences for your Seconds items, you may prefer to visit one of our Denby Retail stores where self-selection is available. To find your nearest store click here.
How long will a pattern be available for and how do I know if it is going to be discontinued?
Denby gives its customers one years notice of discontinuation on selected patterns within The Denby for Life Promise - register your details and the Denby pattern you collect with us and we will tell you, 12 months in advance, of any plans to stop making it. For the full list of patterns that are included, you can choose which patterns you want to register for in the preference center area in "My Account" see here The Denby Promise offers many other benefits - please see the Denby Promise page for details.
Can I still buy discontinued patterns?
As part of our service to Denby collectors, we can provide a list of Tableware Matching Services that deal with discontinued Denby patterns and items. If you are unable to locate discontinued items then please try our on-line store. If we are unable to help, the following Tableware Matching Services may have stock.
Past Presence
30 The Crescent
Horsley Woodhouse
Ilkeston
Derbyshire
DE7 6BJ
UK
Tel: 01332 781237
Email: pastpresence.net@gmail.com
Contact: Joan and Geoff Peach
Tableware for Life
4 Nuffield Road
St Ives
Cambridgeshire
PE27 3LX
UK
Tel: 01480 463212
Email: enquiries@tablewareforlife.co.uk
Contact: Mrs C Sweet
Web: www.tablewareforlife.co.uk
Chinasearch/Tablewhere Ltd
Unit 4 Princes Drive Industrial Estate
Kenilworth
Warwickshire
CV8 2FD
UK
Tel: 01926 800146
Email: info@chinasearch.co.uk
Web: www.chinasearch.co.uk
Replacing Pieces
Unit 7
Broomshawbury Farm
Hatfield Broad Oak
Bishops Stortford
CM22 7JY
Tel: 01371 398002
Email: contact@replacingpieces.com
Web: www.replacingpieces.com/
MrPottery Ltd
China Matching Specialists Since 1992
34 Coventry Close, Corfe Mullen, Wimborne BH21 3UP
Tel:0800 772 3428
Email: emailus@mrpottery.co.uk
Web: https://mrpottery.co.uk
John A. Shannon Ltd.
14-16 Newry St,
Kilkeel,
Co. Down
Northern Ireland
BT34 4DN
Tel. 028 4176 2315
Contact Lois Shannon
Product Sizing
To make sure the product you order is the size you expect please look at our size guide for plates, bowls, mugs, cafetières and teapots, platters, kitchen utensils, bakeware and glassware.
All our products are measured in Centimetres (cm). Our depth is the measurement from top to bottom, our length is the measurement from side to side, and the width is the measurement from front to back. Capacity is also measured for items that might be used to contain liquid.
Is Denby vegan friendly?
All of Denby's made in England stoneware products are completely vegan friendly.
Our clay and glaze materials originate from naturally occurring earth minerals and so do not inherently contain animal byproducts
Guarantees
Denby Guarantees
We carefully design and craft our our ranges to be versatile, beautiful and durable, and that is why we are dedicated to providing you with quality. It takes a wide team of talented people to develop and craft our products: the combination of extraordinary designers and craftspeople, along with over 200 years of experience in making ceramics in our Derbyshire pottery, creates the magic happening in our kilns each day.
Our product ranges come with the following guarantees, giving you all the confidence you need to really love and enjoy your collection: Stoneware 10 Year Guarantee, Cookware Life Time Guarantee, Cookware 10 Year Guarantee.
Please see our Guarantees in more detail here.
Payments
My Payment won't go through
When entering your card details please ensure that you check the following:
You have entered the correct card type (eg Mastercard, Visa)
You have entered the card number correctly (the card number is the longest number shown on the card)
You have used the correct cardholders name
You have entered the expiry and valid from dates correctly
If you experience problems with entering your payment details please do not hesitate to contact our Customer Service team.
Why do I need to enter my email address?
We use your email address as our means of identifying you. This is the address your registration will be stored against.
Why do I need to log in?
You don't need to log in to place an order but it will make the checkout process easier.
When you sign in and register with our site for the first time you can create your account information page which details your contact, delivery and payment information.
Once entered, your details will be stored in your account and you will not have to re enter them again when you make your next order.
You can track your order status and order history. You can access you account information at any time and edit any of your account details.