Frequently Asked Questions

Here are the answers to some of the questions we get asked most often about our products, website and services. Still can't find the answer you're looking for? Contact one of our Customer Care Specialists here. We'll be more than happy to help.

Product Information

Is a line or cord in crystal a flaw?

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.

Does a seed or bubble in crystal constitute a flaw?

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.

What does 18/10 mean?

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).

What's the difference between the way products look online and offline?

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

My frame doesn't have a removable frame back. How do I change the photo?

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 it, which can 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.

Shipping & Handling

What are your Shipping & Handling terms?

For all questions related to Shipping & Handling, please see our Shipping Page.

Shopping Our Site

Is it safe to order on your website?

Yes, your information is secure at our website. We take extra steps to keep your financial information private and safe. All transactions occur in a secure area of our site so that you can buy online with confidence. We use industry-standard encryption technologies when transferring and receiving information to process your orders.

What are my payment options?

We currently accept American Express, Mastercard, Visa, Apple Pay and Klarna 

When will my order be charged?

Engraving orders will be charged at the time the order is placed. All other orders will be charged when the order has shipped.

Will I be charged sales tax?

It is required by law to charge state and local sales tax for orders shipped to states where we conduct business. Therefore, all of our online or phone orders will include sales tax where such taxes are imposed by that destination state.

Can I purchase a Gift Certificate?

Gift Certificates are not currently available.

How do I cancel or change an order?

If for any reason you need to cancel or change an order after submitting it, please contact our Customer Service Specialists. Keep in mind, we care that our consumers gets orders as soon as possible thus it might be only a very brief window when cancellation is possible.

You can return the order after it is delivered. In the event you return or refuse an order after it has been shipped, you will be responsible for any shipping charges related to that return.

Where can I see what I've ordered in the past?

Registered members can view their Order History through the "My Account" section. Unregistered customers who checkout as a guest cannot see their order histories. Unregistered customers (i.e. customers who checkout as a "Guest") may contact our Customer Service Specialists for tracking details.

Why should I register as a member?

Registered members get special perks such as breakage warranty, online address book, subscription preferences, ability to view order history and easy access to checkout by simply entering your user name and password.

How do I Unsubscribe from e-mail?

Registered members can edit My Account settings. Non registered members can click here to unsubscribe.

Does your website have a bridal registry?

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


How do I engrave/personalize a product?

All items available for engraving are indicated as such. The item page will indicate the style of engraving that is offered, such as: monograms, initials, icons or personalized messages. Please allow 7-10 business days prior to shipping for the engraving process. All of our engraved items are non-refundable.

What are the Engraving Terms and Conditions?
  • Engraved purchases are customized to your specifications and may not be returned.
  • Engraved purchases may include additional engraving charges, which are non-refundable.
  • Engraved purchases require 7-10 business days from the date ordered to account for production time, and will ship separately from non-engraved products in the same order. Choosing expedited shipping does not change the engraving lead time.
  • You must acknowledge that you previewed your engraving selection to verify your engraving choices, font and/or icon selections, and the spelling and accuracy of all text/messages entered.
  • We will engrave the product exactly according to the choices you selected and data you entered.
  • The final size and placement of your engraving is at the discretion of the Waterford engraving department.
  • Waterford moderates all text and reserves the right to reject and cancel orders containing profane or offensive phrases. If your message violates Waterford’s policy, a member of the Customer Care team will contact you about your order.


Where can I purchase Waterford Lighting?

For now, our crystal lighting collection is being retired. But the spirit and artistry of Waterford Crystal will continue in our glassware & bar ranges, tableware, vases, clocks, crystal bowls and more.

Is Lighting UL Approved?

Every lamp is UL listed and carries the UL stamp of approval, which means it meets the safety standards set by the Underwriters' Laboratories.

Where can I purchase replacement parts for my lamp?

Most lighting parts for our lamps are standard lighting pieces and can be found at any lighting store.


I discovered breakage on my order

If you experienced any breakage on your your order, please contact us.

Replacement Lamp Shade

We do not offer replacement shades however the company below may be able to assist with many of the shades we have offered over the years.

Lamp & Shade Works


We do not offer appraisal services. We leave the appraising process to outside organizations that specialize in the appraisal of high end products. You may wish to contact an appraiser in your area.


My crystal is damaged. Do you offer repair services?

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


Can you help me identify my pattern?

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, 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.