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Please Note: we are currently experiencing a very high volume of orders and appreciate your patience with longer than usual wait times for customer service responses and deliveries.

Frequently Asked Questions

Questions About Your Order

Why haven’t I received an email confirmation?

An automated email confirmation is sent to your email address once your order has been placed. You should receive it within 30 minutes of placing your order.

Please email if you experience any problems.

How can I cancel my order?

Please contact Customer Services for further details if you would like to cancel your order. Please note that if you have opted for personalisation we are unable to cancel your order after the item has been put into Production.

Is VAT charged online?

VAT will be included in all orders shipped within the UK. Outside the UK, the recipient is responsible for all duties, sales, taxes and any other local charges.

Will I have to pay import duty if I am an overseas customer?

Customs or handling charges that may be levied by authorities in the destination country are beyond our control, and we regret that we are unable to accept any responsibility for these.

What happens if my item is out of stock?

Many of our enamels are made to order. The lead time for these can be found on each product page. For other products, you can sign up to be notified by email when an item comes back into stock on the product page. If you have any queries regarding your order please call +44 (0) 1782 652810 for further assistance.

When will my order be delivered?

For enamel boxes which are personalised or made to order, the special delivery instructions will be available on the product details page. All other products are despatched dependent on the delivery option selected at checkout. All items in an order will be despatched together. Please note that any requests for multiple despatches will incur an additional delivery charge per despatch. Please find further delivery information here.

Can I specify a delivery date?

Unfortunately we are unable to deliver on a specific day, but we will do our best to accommodate any requested delivery dates. Please do let us know your requirements if necessary.

Can I return my item if it has been personalised?

There is a no refund policy on personalised items unless the item is deemed damaged or imperfect.

Will my product be gift wrapped?

Gift wrap is available for £5.00 and can be selected on each individual product page.

How can I return my product?

Goods that have been purchased directly from Halcyon Days must be returned to us in their original condition within 30 days of receipt of purchase. They can be returned by post to our warehouse. For postage returns please include a note explaining the reason for the return, and a note of your order number. We are unable to provide a return label, or cover return costs unless the item was delivered in error, or faulty.

Warehouse return - Halcyon Days E-Commerce Returns, Berry Hill Rd, Berryhill Trading Estate, Stoke-on-Trent ST4 2PQ

Please ensure that the returned parcel is properly sealed. For your protection, we recommend that when returning products back to us you use a recorded delivery service i.e. a service that provides a tracking. We cannot provide credit for packages lost during return shipment if tracking or proof of delivery is unavailable. We do not accept liability for returned goods lost in transit. Except in instances where the item delivered was in error or was faulty or damaged, the customer is responsible for the expense of returning the goods to us. This does not affect your statutory rights. Please find our Terms and Conditions here.

If you are returning an item from overseas then please call our Customer Services team for further advice on +44 (0) 1782 652810.

Upon receipt of the product(s) in the original condition we will issue a refund within 14 days for the amount charged for the product to the original payment method.

What happens if my item is faulty?

If you want to return products to us because they are considered faulty or they have arrived damaged, you will be required to provide us with clear photographic evidence of the fault or damage first. Should it be agreed that the products are faulty or damaged and can be repaired please return it to us within 30 days of receipt of purchase. If the item is irreparable we will provide you with a replacement (if available), alternative, or refund the price of the products in full, together with any applicable delivery charges.

Can I exchange my item?

We will exchange items if they are returned within 30 days on receipt of purchase date, providing they are in the original packaging and in a fully saleable condition. Please note that if no suitable exchange item is immediately available, we will offer a credit against your account. Please note you will need to pay shipping fees for the exchanged goods.

I’ve received one of your products as a gift and would like to exchange but it was purchased from another retailer, are you able to do this?

Halcyon Days cannot offer an exchange or accept a return on any goods purchased through another retailer. We suggest contacting the original retailer the product was purchased from and provide the retailer with your store receipt/order number for their designated team to assist you further.

Do Halcyon Days buy enamels back for their collection?

Halcyon Days do not currently purchase pre-owned or archival Halcyon Days products.

Why is the delivery charge up to £50.00?

Click here to view our delivery and returns page for all information.

Question About Our Products

Where are your products made?

We proudly manufacture and handcraft our enamelware in Wolverhampton and our English fine bone china in Stoke-on-Trent. Our artisans and master craftsmen and women use skills passed down from bygone generations to form luxury, English-made products to cherish for a lifetime.

How do I care for my Fine Bone China?

Find out how to care for your Fine Bone China here.

Why have you increased the prices of your enamel boxes?

There are many factors considered when our product prices change. The main factor is that we are committed to maintaining, cherishing, and promoting English craftsmanship. Given the quality of traditional skills used to create the products, the materials and our factories which are located in England, our business has to increase the pricing of products to cater to the worthwhile support of our heritage and core values.

Can you help identify the value of my enamel box collection?

Unfortunately, we cannot offer this service to our customers and would suggest speaking with a local antiques specialist for a valuation.

Could you please repair my old enamel box?

Please send a photo of the enamel box, with measurements, to our team for a visual assessment to confirm whether a repair is possible. Should the product be approved for repair, our Customer Services Team will share a quotation for the repair work, a disclaimer form to be signed, and the item can then be sent to Halcyon Days for the repair process can begin. Should the assessment deem the product beyond repair, Halcyon Days will sadly not be able to assist further.

How To Contact Us

How do I contact Customer Services?

Our opening hours are 8:30 am – 5pm GMT Monday to Friday, excluding public holidays.

+44 (0) 1782 652810

Who do I contact regarding PR or press enquiries?

Your Privacy

Please read our Privacy Policy for further details. Please click here for our Terms and Conditions.


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