Return policy

Last Updated: August 25, 2026

We want you to be satisfied with your purchase. If you are not satisfied with your order, please review this Return & Refund Policy before requesting a return.

This policy applies to orders shipped to customers in the United States. Nothing in this policy limits any rights or remedies that cannot legally be waived under applicable federal or state consumer-protection law.

Unless expressly stated otherwise, this website is operated by an independent retailer and is not an official Pfaltzgraff or Lifetime Brands, Inc. website.

1. Return Period

Customers may request a return within 14 days after receiving their order.

To qualify for a return, the item must:

  • be unused and in the same condition in which it was received;

  • not have been washed, used with food or beverages, damaged, or altered;

  • include all original packaging, protective materials, accessories, inserts, and labels where applicable;

  • include proof of purchase or a valid order number;

  • be returned according to the instructions provided by our customer-service team.

Items that have been used, washed, damaged, altered, or returned with missing components or packaging may not be accepted unless they arrived damaged, defective, incomplete, incorrectly supplied, or must be accepted under applicable law.

2. Return Request Process

To request a return, contact our customer-service team using the contact information published on our website.

Please provide:

  • your order number;

  • the name or description of the item;

  • the quantity you wish to return;

  • the reason for the return;

  • photographs if the item is damaged, defective, incorrect, incomplete, or has a packaging problem.

After reviewing the request, we will provide return instructions and, where applicable, the return address or shipping label.

Do not send an item back before receiving return authorization. Unauthorized returns may be delayed, refused, or returned to the sender.

Return authorization does not guarantee a refund. All returned products remain subject to inspection.

3. Return Condition and Packaging

Returned items must be packaged securely to prevent damage during transportation.

Whenever possible, use the original shipping box, protective inserts, dividers, wrapping materials, and product packaging.

Dinnerware, glassware, ceramics, stoneware, and serving products are fragile. Customers are responsible for adequately protecting customer-paid returns.

We may reduce or decline a refund where permitted by law if an item is damaged during return shipping because of inadequate packaging.

Do not write on, tape, label, or permanently damage the original retail packaging unless necessary for safe return shipping.

4. Return Shipping Costs

Customers are responsible for return shipping costs for eligible change-of-mind returns unless otherwise stated.

We will pay or reimburse reasonable return costs when:

  • the wrong item was sent;

  • the item arrived damaged;

  • the product has a verified manufacturing defect;

  • the order is missing a purchased component;

  • we made another verified fulfillment error;

  • applicable law requires us to pay the return cost.

Original shipping fees are generally non-refundable unless the return results from our verified error or applicable law requires otherwise.

For customer-paid returns, we recommend using a trackable and insured shipping service and retaining the receipt. We are not responsible for a customer return that is lost or damaged before reaching the designated return location.

No restocking fee will be charged for an approved return unless the fee was clearly disclosed before purchase and is permitted by applicable law.

5. Refund Process

After receiving and inspecting the returned product, we will notify you whether the refund has been approved, partially approved, or declined.

Approved refunds will be issued to the original payment method used for the order. We cannot normally send a refund to a different card, bank account, or payment method.

The refund amount may exclude:

  • original shipping charges;

  • customer-paid return shipping;

  • expedited delivery charges;

  • gift-wrapping fees;

  • discounts attributable to items that are not returned;

  • deductions permitted by law for missing components or customer-caused damage.

Please allow additional time for your bank, card issuer, or payment provider to process and post the refund. Processing times vary and are outside our control.

If a refund appears overdue after we have confirmed it was issued, contact your payment provider first and then contact our customer-service team with your order details.

6. Non-Returnable Items

Unless damaged, defective, incorrectly supplied, or otherwise required to be accepted by law, the following products are not eligible for return:

  • items marked “Final Sale” or “Non-Returnable” before purchase;

  • dinnerware, drinkware, utensils, serving items, or food-storage products that have been used with food or beverages;

  • products that have been washed or placed in a dishwasher;

  • items damaged through misuse, accidental impact, improper cleaning, or failure to follow care instructions;

  • products with chips, cracks, scratches, stains, or other damage occurring after delivery;

  • items missing original components, packaging, accessories, or inserts;

  • personalized, monogrammed, engraved, or customized products;

  • gift cards;

  • complimentary gifts, promotional items, or samples not separately purchased;

  • clearance items expressly identified as final sale.

A change of mind after an item has been used or washed does not normally qualify it for return.

7. Product Sets and Partial Returns

Dinnerware and serveware may be sold as complete sets containing multiple pieces.

Unless otherwise stated, a complete set must be returned with every original component to qualify for a full refund.

We may decline a partial return from a bundled set or calculate the refund according to the value of the returned pieces where permitted by law.

If only one component of a set arrives damaged, defective, or incorrect, we may provide:

  • a replacement component when available;

  • a partial refund;

  • replacement of the full set when reasonably necessary;

  • another remedy required by applicable law.

Do not discard unaffected pieces or packaging until the claim has been reviewed.

8. Damaged, Defective, Incorrect, or Missing Items

Please inspect your order promptly after delivery.

If an item is damaged, defective, incorrect, or missing, contact us as soon as reasonably possible and provide:

  • your order number;

  • a description of the issue;

  • a photograph of the complete product;

  • close-up photographs of the damage or defect;

  • photographs of the outer shipping package;

  • a photograph of the shipping label;

  • photographs of the internal packaging and protective materials;

  • photographs showing all items received if the order is incomplete.

Keep the product, shipping box, product packaging, and protective materials until the claim has been reviewed.

Do not wash, use, repair, glue, dispose of, or further damage the affected item before receiving instructions.

Depending on the circumstances and product availability, we may offer:

  • a replacement item or component;

  • a partial refund;

  • a full refund for the affected item;

  • store credit, with your agreement;

  • another appropriate remedy required by law.

9. Natural Product Variations

Ceramic, stoneware, glass, and decorated tableware may have minor variations resulting from manufacturing processes.

Reasonable differences may include:

  • slight color or shade variations;

  • minor differences in glaze or finish;

  • variation in pattern placement;

  • small differences in texture;

  • minor dimensional variations;

  • marks on the unfinished base of ceramic products.

These variations may not constitute damage or a defect when they do not materially affect the product’s appearance, safety, or intended function.

This section does not limit claims relating to material defects, inaccurate descriptions, or products that are unsafe or unfit for their intended use.

10. Exchanges

We currently do not offer direct exchanges.

If you want a different product, pattern, color, size, or quantity, return the original eligible item and place a separate order.

Placing a replacement order does not waive the return eligibility requirements for the original product.

If we sent an incorrect or defective item, we may arrange a replacement directly depending on stock availability.

11. Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

We cannot guarantee cancellation after processing has begun. An order that has already shipped cannot be cancelled and must follow the return process described in this policy.

If an order is successfully cancelled before shipment, any collected payment for the cancelled item or order will be refunded to the original payment method.

12. Refused and Undeliverable Packages

Packages returned because of refusal, an incorrect or incomplete address, unsuccessful delivery attempts, failure to collect, or another circumstance attributable to the customer will be reviewed after being received.

Where legally permitted, the following amounts may be deducted from the refund:

  • original shipping charges;

  • carrier return fees;

  • address-correction fees;

  • other direct costs caused by the failed delivery.

A returned parcel does not automatically qualify for a full refund. The products must first be received and inspected.

13. Promotional Purchases and Gifts

When an order received a quantity discount, bundle discount, free gift, or other promotion, the refund may be recalculated based on the items retained.

A complimentary item may need to be returned if returning the qualifying purchase causes the order to no longer meet the promotional requirements.

If a required complimentary item is not returned, its stated or reasonable value may be deducted from the refund where permitted by law and disclosed in the applicable promotion terms.

14. Chargebacks and Payment Disputes

Please contact our customer-service team before submitting a chargeback or payment dispute so we have an opportunity to review and resolve the issue.

Submitting a payment dispute does not remove the customer’s obligation to return merchandise when a return is required.

We may provide order records, tracking information, delivery confirmation, customer correspondence, and return records to the payment provider when responding to a dispute.

Nothing in this section limits your lawful right to dispute an unauthorized or incorrectly processed transaction.

15. Contact Us

If you have questions about a return, refund, damaged product, missing item, or order issue, contact our customer-service team using the contact information provided on our website.

Please include your order number so we can assist you efficiently.