Frequently Asked Questions

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 est. at 732-378-4105

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 go to “Can I return products that I ordered?” section.

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.

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

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

We accept the following payment methods:

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

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.

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.

Orders placed on Waterford.com US store can be delivered only within the United States. Orders placed on the Waterford.com Canadian store can only ship to Canadian addresses.

For orders that need to ship overseas we recommend House of Waterford.

Tel +353 51 317000

Email: [email protected]

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 [email protected] 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 [email protected] if you have not retained your packing list from your shipment

6. Our shipping address is

Fiskars Living
1330 Campus Parkway
Suite B
Wall, NJ 07753
Attn: Returns Dept

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.

• Get the hotline for news and member benefits.
• Get access to all your personal information through My Account.
• Get rewarded twice a year based on your purchases during the last six months.
• Track the progress of your orders to find out when they are sent.
• Complete the checkout process faster since we already know you.
• Your My Account also securely stores your details, including your delivery address, so you only have to enter it once. This also helps us with any queries you may have. (Please note: We do not store credit card information.)
• Personal details and preferences can be changed anytime when you sign in.

You can sign in anytime with the email address that you used to register for Waterford as your user name. If you’re signing into My Account for the first time, you can find instructions on how to create your personal password here. If you can't see our email in your inbox, please check your spam filter. To prevent misuse of your My Account, please keep your password safe and secure.

Navigate to the account area of the website (head icon) Enter the email address you used for registering as a Waterford member and click "Send email". We'll email you a link from which you can reset your password. If you can't see our email in your inbox, please check your spam filter.

You can change your personal information in the My Account pages on our website. Sign in by clicking the account icon on the upper right hand corner then go to your personal information page. Use the pencil icon to change your information.

If you are a Waterford member you can see your purchase history under My Account and My Purchases. Just sign in with your Waterford credentials and go to your My Account page by clicking the account icon on the top right corner. Under My Purchases you can track your online orders and see your purchase history for the last 12 months.

As a Waterford member, every purchase you make counts towards your six-month purchase total, which is the basis for Waterford vouchers issued in February and August. The first accrual period of the year runs from January to June and the second from July to December. The purchases you make within these six (6) months count towards the value of the voucher. See our Membership page for details.

The gift-wrapping service is offered on selected products at waterford.com with the exception of large and difficult-to-pack items.

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.

Gift Certificates are not currently available.

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.

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

You will be presented with our Engraving terms and conditions when you make your engraving selection. Please read them carefully. You must accept these terms and conditions before you can add your personalized item to your cart.

Waterford moderates all text and reserves the right to reject and cancel orders containing Licensed names or phrases and profane or offensive phrases. If your message violates Waterford’s policy, a member of the Customer Care team will contact you about 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.

The decision to remove lead from our production process has been made for environmental reasons and the improved performance of our products. We have been working on a new formula for over four years to ensure that our new crystal produces the familiar sparkle, brilliance and design excellence that is synonymous with Waterford, along with new benefits for you to experience.

The most important benefit provided by this new formula is the improved sustainability of our crystal. Our factory in Rogaska is currently working to the highest environmental standard amongst its peers in Europe and is recuperating the maximum amount of energy, with all electricity used in our manufacturing process being 100% renewable energy. In addition to this, all production water is constantly cleaned, recycled and reused, with none being sent to sewers. Our factories also adhere to a strict Zero Landfill policy.

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 specialized 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 favorite 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, as part of the overall sustainability objective and to reflect a trend towards lighter glass items. 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.