Terms & Conditions

Delivery Information

Our Standard Delivery service aims to deliver your goods to anywhere in the UK within 3 - 5 working days of despatching your order. Please note that Weekends and Bank Holidays are not classed as working days.

Goods are delivered Monday to Friday during normal working hours by our contracted carrier within the UK (DPD). The standard delivery charge is now £3.95 per order for a limited time. We now offer free delivery on orders over £50 to UK addresses for a limited time. This is based on our Standard Delivery Service. Unfortunately we are unable to deliver to BFPO addresses.

Our Express UK Delivery service charge is £7.95 per order. Free Delivery on orders over £50.00 does not apply to Express Delivery.

Express orders placed by midday Monday to Thursday will be delivered the next day. Express orders placed on Friday, Saturday or Sunday will be delivered the following Tuesday. Deliveries do not take place on weekends or Bank Holidays. Express orders placed on a Bank Holiday will be processed the following working day, eg an order placed on Bank Holiday Monday will be processed on the Tuesday and delivered on the Wednesday. Deliveries to the Scottish Highlands & Islands, the Isle of Wight, the Isle of Man and Northern Ireland may take a little longer.

Please note that we do not process payment for orders until we have the stock and the order is released for our warehouse to despatch to you.

We are pleased to also accept orders via Shop Online for delivery within selected European countries: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, France, Germany, Greece, Hungary, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Republic of Ireland, Romania, Slovak Republic, Slovenia, Spain. We aim to deliver your goods within 5-8 working days of despatching your order. Please note that Weekends and Bank Holidays are not classed as working days.

We reserve the right not to accept your order at our own discretion.

Payment

We accept payment by credit card, debit card and Paypal on this site. Cards accepted are Mastercard, Visa, Visa Debit/Delta and Visa Electron. We do not process payment until the stock is in our warehouse and the order is released for despatch to you.

If you do not wish to send your details over the web for any reason, you can ring us on +44 (0)1773 740899 and we will be happy to take your order by phone. Alternatively you can email us at consumer.services@denby.co.uk with your phone number and we will call you back.

UK & Republic of Ireland Delivery Prices

UK Standard Delivery - £3.95 for all packages. (Orders over £50.00 qualify for free delivery to UK addresses)

UK Express Delivery £7.95 for all packages.

Republic of Ireland Delivery Prices - £12.50 for all packages.

Continental Europe Delivery Prices

£15.00 delivery charge for all orders up to £50.00
£20.00 delivery charge for all orders over £50.00 and up to £150.00
£30.00 delivery charge for all orders over £150.00 and up to £300.00
£45.00 delivery charge for all orders over £300.00

VAT & Customs Duties

Value Added Tax is charged on most goods and services within the European Union. UK VAT is currently 20% and is included in all product prices displayed on the Denby Web Site.

We are required by law to collect VAT on orders despatched to addresses within the European Union.

Export

Products are intended for use in the UK and selected European destinations only. When placing your order, you are agreeing that you shall not, directly or indirectly, sell, export or transfer our products outside of the United Kingdom and Europe. Orders calling for shipments to known freight forwarders will be cancelled.

Cancellation and Returns Policy

If for any reason you are not completely satisfied with your purchase, you can cancel your order within 14 days of receiving your goods. You must notify Denby within 14 days of receipt by one of the following means: in writing to Consumer Services, Denby Retail Ltd, Denby, Derbyshire, DE5 8NX, by email to consumer.services@denby.co.uk or by telephone on +44 (0)1773 740899. 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. Items purchased as Christmas gifts can be returned until the 31st January 2015.

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 Consumer Services 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 as a UK consumer.

Use of Promotional Codes Terms and Conditions

Promotional codes can only be redeemed online at www.denby.co.uk and are only valid for orders for delivery in the UK and selected european destinations. Promotional codes cannot be used in conjunction with any other promotional code. Any refunds made will take into account the discount given on your original order. Promotional codes cannot be sold or exchanged for cash.

Tesco Clubcard Rewards Tokens

How to Use Your Token Codes

Visit www.denby.co.uk to choose the products you would like to spend your token code (s) on.

Add products to your www.denby.co.uk basket.

In the checkout process on the payment page enter your token code (s) into the area marked “Redeem a promotion code”. Please note: we can only accept two Tesco Clubcard set codes per order. For orders of more than two set codes, please place additional orders where required.

Enter the token numbers. More than 1 token code can be used in a single transaction, however the total cost of the products purchased, including any discounts, must equal or exceed the value of the token codes used.

No change is given from rewards token codes.

If the total amount exceeds the total value of your tokens you can pay for the rest of your purchase with a credit or debit card. Enter your payment in the section marked “Pay by Credit Card”.

Things to remember:

Token codes are valid for 6 months from issue. Remember to think about when you plan to use this token, to ensure it is still valid.

Denby currently only deliver to addresses within the UK.

Goods should be delivered within 7 days to anywhere within the UK.

Postage within UK (using DPD) is £3.95. Delivery on orders over £50 is free.

Postage where due cannot be paid for using token codes and must be paid for using a credit or debit card.

Denby E-gift certificates cannot be paid for using token codes and must be paid for using a credit or debit card.

Rewards token codes are not transferable.

The Clubcard Terms & Conditions are listed below. If you have any questions about these Clubcard Terms & Conditions please contact Tesco.

Tesco - Terms and Conditions for Rewards Tokens

Rewards tokens cannot be used in conjunction with any other discount, offer, scheme or promotion and cannot be exchanged in whole or part for cash.

All rewards are subject to availability and the standard terms and conditions, booking conditions or conditions of carriage of the Partner.

Where relevant, no change will be given if the value of the tokens is greater than the cost of the reward, but any shortfall can be paid to the Partner by cash or credit/debit card.

Rewards tokens can only be sent to the postal/email address on the Clubcard account of the Clubcard member and will be printed with the Clubcard members name and may include their postcode.

All tokens can only be used once and are valid for 6 months once issued unless otherwise stated.

Tokens should be received within 1 working day if the Order is fulfilled by email.

Tokens that are unused but in-date can be returned to Freetime for a points refund. Additional refund conditions may apply to specific products.

Reward Tokens cannot be transferred, bought, sold or in any way traded. They cannot be exchanged or reissued.

Tesco Freetime does not accept any responsibility for lost or stolen Reward Tokens.

Tesco Freetime reserve the right to claim back any Clubcard vouchers and/or points subsequently earned by the Clubcard member in lieu of any fraudulent claim for lost/stolen reward tokens.

Tesco Freetime may refuse (at all times acting reasonably) any Clubcard rewards order where there is evidence of abuse or attempted abuse of the Clubcard Scheme or where the customer has not acted as a consumer.

Where the order involves an electronic redemption/fulfilment with any of our Partners the Clubcard member is are agreeing that we will pass their name, address/email address and Clubcard number so that the Partner can fulfil their order. Partners will use the Clubcard members information to help them with any further orders. Where appropriate, Partners may use the Clubcard members information details in accordance with their privacy policy.

All prices and Clubcard voucher exchange rates and products and services are correct at time of going to print but may be amended at any time. Taxes and other duties, when they are applied, may be subject to alteration without notice.

Partners and services provided may be withdrawn or altered without prior notice.

These terms and conditions do not affect the Clubcard members Statutory Rights. The Tesco refund policy does not apply to Clubcard rewards purchases.

These terms and conditions replace all previous versions, are correct as of November 2010 and shall be governed by and construed in accordance with the laws of England, and any disputes will be decided only by the English courts. Tesco Freetime reserves the right to change these at any time, on reasonable notice for legal, regulatory, business or policy reasons. Clubcard members who continue to participate in Rewards following such a change will be considered to have accepted the updated terms and conditions.

A person who is not a party to these terms and conditions shall have no right under the Contract (Rights of Third Parties) Act 1999 to enforce any term of these terms and conditions, but this shall not affect any right or remedy of a third party which exists or is available apart from that Act.

The Clubcard vouchers and are issued by and remain the property of Tesco which may, at any time, terminate the scheme or alter or amend the conditions of operation of the scheme.

Tesco cannot be held responsible for any loss of points or vouchers incurred as a result of out of date details.

The most recent terms and conditions can be found at www.tesco.com/clubcard/terms

Promotional Offer Free Mug when you spend £50 Terms and Conditions

*Offer to choose a Free Mug from our Spring collections when you spend over £50 this weekend is available online at www.denby.co.uk from Thursday 12th March until midnight on Monday 16th March 2015. Spend £50 or more on any products online at www.denby.co.uk and add a single Mug of your choice to your basket from our 'New Spring Mugs' category. We will deduct the value of the Mug from your basket when you checkout, up to a maximum value of £12.75. Offer applies only to the Mugs in Monsoon Kyoto, Monsoon Filigree Silver, Heritage Fountain and Heritage Piazza listed within our 'New Spring Mugs' category. You must add your selected mug to your basket together with £50 of other Denby products to qualify for this promotion. We are unable to add the Mug to your order once it has been placed. The Free Mug must be selected from the 'New Spring Mugs' category. All products are offered subject to availability, while stocks last. This offer may not be used in conjunction with any other promotional code, including Tesco Clubcard codes. Promotional codes cannot be sold or exchanged for cash.

Promotional Code 5EVREQ £5 off your next order Terms and Conditions

*Offer code 5EVREQ to receive a £5 Denby.co.uk E-voucher when you spend over £50 this week is available online at www.denby.co.uk from Wednesday 18th February until midnight on Monday 23rd February 2015. When you spend over £50 (excluding delivery charges) during this period online at www.denby.co.uk enter code 5EVREQ at checkout and we will send you a £5 E-voucher to spend on your next visit to the Denby website, which will be valid until 19th April 2015. The £5 E-voucher will be sent to the email address on your order and will be sent out w/c 23rd February 2015. All products are offered subject to availability, while stocks last. Promotional codes cannot be sold or exchanged for cash.

Promotional Code GREEN10 Terms and Conditions

Promotional code GREEN10 for an extra 10% off your purchase from the Green category is valid online at www.denby.co.uk on items within our Green category from 16th March until midnight on Monday 23rd March 2015. Only one code may be applied per order and codes may not be used in conjunction with any other promotional code, including Tesco Clubcard codes. Any refunds made will take into account the discount given on your original order. All products are offered subject to availability, while stocks last. Promotional codes cannot be sold or exchanged for cash.

Promotional Code FLWR15 Mothers Day Gifts Terms and Conditions

Promotional code FLWR15 for an extra 15% off your purchase from the Floral category can be redeemed online at www.denby.co.uk, until 16th Of March 2015. The online code FLWR15 is only valid for products in the Floral category (http://www.denby.co.uk/florals/icat/florals), for delivery in the UK and selected European destinations and is valid for one use per order per household. It cannot be used in conjunction with any other promotional code. Any refunds made will take into account the discount given on your original order. Promotional codes cannot be sold or exchanged for cash. All products are offered subject to availability, while stocks last. Promotional codes cannot be sold or exchanged for cash.Terms can be changed at any time.

Free Set of 4 Ramekins when you spend over £50 Terms and Conditions

*The Free Set of 4 Ramekins offer is available whilst stocks last when you spend over £50 and is valid online at www.denby.co.uk on the Set of 4 Ramkeins within our Try Me category from Thursday 12th February 2015 for a limited time. Spend £50 or more on any products and we will deduct the value of the Ramekins from your basket when you checkout up to a maximum value of £11.25. Offer applies only to the Set of 4 Ramekins in Barley, Cherry, Jet Black, Azure and Imperial Blue. You must add the Set of Ramekins to your basket along with £50 of other products to qualify for the promotion. We are unable to add the Set of Ramekins to your order once it has been placed. This offer may not be used in conjunction with any other promotional code, including Tesco Clubcard codes.

Promotional Code B3F2 Dinnerware Terms and Conditions

*Offer code B3F2 is valid online at www.denby.co.uk on items within our Dinnerware category from Tuesday 3rd February 2015 for a limited time. Offer excludes Monsoon Home, Cookshop, Glassware, Accessories and Clearance items. Only one code may be applied per order and codes may not be used in conjunction with any other promotional code, including Tesco Clubcard codes. Add 3 items to your basket from the Dinnerware category and you will receive the cheapest item free when you enter promotional code B3F2 at checkout. This code will apply to multiples of 3 products in your basket and we will automatically apply the discount to the lowest priced item(s) in your basket. All products are offered subject to availability, while stocks last. Promotional codes cannot be sold or exchanged for cash.

Promotional Code OFFER10 Terms and Conditions

Promotional code OFFER10 for an extra 10% off your next purchase can be redeemed either online at www.denby.co.uk or in any of our Denby outlet stores listed here and is valid until 31st August 2015. The online code OFFER10 is only valid for orders for delivery in the UK and selected European destinations and is valid for one use per order per household. It cannot be used in conjunction with any other promotional code. Any refunds made will take into account the discount given on your original order. Promotional codes cannot be sold or exchanged for cash. To use OFFER10 in one of our outlet stores, please present the voucher in-store at point of purchase.

Promotional Code COOK10 Terms and Conditions

Promotional code COOK10 for an extra 10% off your next purchase for all items in the cookshop category of the site can be redeemed either online at www.denby.co.uk or in any of our Denby outlet stores listed here and is valid until 31st August 2015. The online code COOK10 is only valid for orders for delivery in the UK and selected European destinations and is valid for one use per order per household. It cannot be used in conjunction with any other promotional code. Any refunds made will take into account the discount given on your original order. Promotional codes cannot be sold or exchanged for cash. To use COOK10 in one of our outlet stores, please present the voucher in-store at point of purchase.

Win 2 Denby Mugs when you Sign Up for our Newsletter Terms and Conditions

To enter the draw entrants need to sign up for the Denby Email Newsletter at www.denby.co.uk and opt in to receive email communications. Email addresses can be opted out of these communications at any time using the 'Unsubscribe' link within our emails. No purchase necessary. The prize draw is open to all visitors and a draw will be made from the Denby Pottery Company Ltd's Newsletter database every Monday. The first entry chosen independently at random each week will win the prize of two Denby Mugs of their choice up to a retail value of £40 from the current Denby portfolio. Employees of the Denby Pottery Company Ltd, their agents, families and anybody professionally connected with the prize draw are not eligible to enter. Only one entry per household is permitted. The winner will be notified by email within 7 days of the draw. The prize will be delivered by Denby's standard delivery service to a UK address within 28 days of winner notification. The winner's name and county may be used within Denby's Social Media channels and will be made available by sending an SAE to The Denby Pottery Company Ltd, Denby, Derbyshire, DE5 8NX. All entrants accept that if they win their name and county will be made public in this way. No cash alternative will be offered. The promoter's decision is final. The promoter is the Denby Pottery Company Limited, Denby, Derbyshire, DE5 8NX.

Win a Denby Dinner Set Worth £1000 Terms and Conditions

This promotion will end on 28 February 2015 when the final draw will take place.

To enter the draw entrants need to complete all the marked fields on the registration form. No purchase necessary. The prize draw is open to UK visitors and a draw will be made from the Denby Pottery Company Ltd's database on the last day of February, May, August and November. The first entry chosen independently at random on the last day of the months shown above will win the prize of an 8 piece place setting Denby dinner service worth over £1000 retail value from the current Denby portfolio (includes dinner plates, teaplates, dessert/salad plates, soup/cereal bowls, noodle bowls, mugs, cups, saucers, teapot, small jug, sugar bowl, serving platter, covered serving dish/casserole and where featured, gourmet plates and bowls). Employees of the Denby Pottery Company Ltd, their agents, families and anybody professionally connected with the prize draw are not eligible to enter. Only one entry per household is permitted. The winner will be notified in writing within 28 days of the draw. The prize will be delivered by Denby's standard delivery service to a UK address within 28 days of winner notification. The winner's name and county will be made available by sending an SAE to The Denby Pottery Company Ltd, Denby, Derbyshire, DE5 8NX. All entrants accept that if they win their name and county will be made public in this way. No cash alternative will be offered. The promoter's decision is final. The promoter is the Denby Pottery Company Limited, Denby, Derbyshire, DE5 8NX.

Write a Review and enter the prize draw to receive a £50 Denby E-Voucher Terms and Conditions

To enter the draw entrants need to log in to their account and write a review on the Denby website about their product. No purchase necessary. The prize draw is open to all visitors, however Denby only ship to UK and Selected European destinations. The prize draw will be made from the Denby Pottery Company Ltd's review database on the last day of each month from all reviews submitted in that month. The first entry chosen independently at random on the last day of each month will win the prize and £50 will be credited to the winners Denby customer account to spend at www.denby.co.uk only. Employees of the Denby Pottery Company Ltd, their agents, families and anybody professionally connected with the prize draw are not eligible to enter. Only one entry per household is permitted. The winner will be notified by email within 28 days of the draw. The prize will be delivered by Denby's standard delivery service to a UK address within 28 days of winner notification. The winner's name and county will be made available by sending an SAE to The Denby Pottery Company Ltd, Denby, Derbyshire, DE5 8NX. All entrants accept that if they win their name and county will be made public in this way. No cash alternative will be offered. The promoter's decision is final. The promoter is the Denby Pottery Company Limited, Denby, Derbyshire, DE5 8NX.

Complaints

If you have a complaint, please contact us at consumer.services@denby.co.uk. Alternatively you can ring us or write to us at the address given above. We will do our best to resolve your query as speedily as possible, and will in any event contact you to acknowledge it within 5 working days.

We monitor our complaints procedures to ensure that they are fair and effective. But please let us know if you are not happy with the results.