Thomas Goode · London · Est. 1827
Frequently Asked Questions
Heritage Collections · Bespoke · White Glove Service
Everything you may wish to know about our collections, each answered with the same attention we bring to every piece we curate.
Fine Bone China · Fine Porcelain · Crystal · Gifting. · Bespoke
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Orders & Purchases
Can I place an order by phone or WhatsApp?
Of course. Many of our clients prefer to talk through a purchase before committing, and we genuinely enjoy those conversations. Call us or drop a message on WhatsApp and one of our team will walk you through whatever you have in mind, whether you know exactly what you want or are just beginning to explore.
I need to change or cancel my order. What should I do?
Get in touch with us as soon as you can, either by calling the store or reaching our Customer Care team. We will do whatever is possible. If the order has already left us, we cannot stop it in transit, but we can arrange an exchange once it arrives back, provided everything is in its original condition. We always try to find a way.
I entered the wrong delivery address. Can it be corrected?
Yes, if you catch it quickly. Call or message us right away and we will update it before despatch. Once an order has gone out, the address is locked with the courier, so it is worth double-checking at checkout, especially if you are sending a gift directly to someone.
Do you do gift wrapping and personal notes?
Every order leaves us in our signature packaging, so the presentation is already there. If you would like a handwritten card included, just let us know your message when you order or drop us a note afterwards. It is one of those small things that makes a difference.
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Custom & Bespoke Commissions
What actually goes into a bespoke commission?
A bespoke commission at Thomas Goode starts with a conversation about what you want to create and why. From there, you might choose a pattern from our archives, adapt an existing design, or build something entirely new. We can hand-engrave crystal, add a family crest or monogram to silverware, or design a dinner service that has never existed before. The result is something that belongs entirely to you and, in time, to whoever comes after you.
How do I get started with a commission?
The easiest way is to call us or connect with the store directly. There is no formal process to navigate just a conversation. We will listen to what you have in mind, share some of what is possible from our archives and workshops, and take it from there at whatever pace suits you.
Is there a minimum quantity for custom orders?
It depends on what you are asking for. A monogram or personalisation on a single piece is often possible. A fully original pattern with new colours or moulds typically requires a minimum run, and we will be upfront about that from the start. Nothing is fixed until you are happy with the proposal.
Can I commission something as a wedding or corporate gift?
Absolutely, and some of our most meaningful work has come from exactly these occasions. A decanter engraved with a date and initials, a dinner service made for a new home, a set of crystal coupes bearing a company crest these are gifts that get remembered. Reach out and we will handle everything quietly and carefully.
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White Glove Service
What is the White Glove Service?
It is something we are quite proud of. Rather than asking you to buy a piece and hope it works in your home, we bring it to you first. Our team arrives with the pieces you are considering and actually sets them up in your space — a full table setting laid for dinner, a centrepiece placed where it will actually live, a dinner service arranged as it would look on the day. You see it in your light, at your table, in your home. That changes everything. If you want to know more before committing to a visit, just call us or send a WhatsApp.
How do I book a White Glove visit?
Just get in touch. Call us, WhatsApp us, or speak to the store and tell us what you are thinking about — the pieces, the space, the occasion. We will take it from there and find a time that works for you.
Do you set up the table and arrange everything?
Yes, fully. Our team knows how to show a piece at its best, whether that means laying a formal dinner table, catching the right angle of light on a piece of crystal, or grouping centrepieces in a way that makes sense for the room. We bring everything we need and we take it all away when we leave. Your home stays exactly as it was.
Which collections can be brought for a White Glove visit?
Most of what we carry. That includes fine bone china and porcelain, crystal stemware and decanters, vases and centrepieces, silverware, and table accents. If there is something specific you have in mind, mention it when you get in touch and we will confirm what we can bring.
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Product Care: Fine China, Crystal & Silverware
How do I look after fine bone china day to day?
Hand-washing is the way to go — warm water, a gentle detergent, and a soft cloth. Take your rings off first, as even small stones can leave marks on glazed surfaces. When you are stacking plates away, a felt liner or soft cloth between each one will protect the decoration over time. These pieces are made to last, they just need a little consideration.
What is the right way to clean fine crystal?
Lukewarm water and a mild detergent, always by hand. The main thing to avoid is sudden temperature changes — going from cold water to hot, or straight from the dishwasher to a cool shelf. That kind of thermal stress can cause invisible fractures that weaken the piece over time. Dry immediately with a lint-free cloth and store your glasses standing upright rather than rim-down.
My crystal has gone cloudy. Is there a way to fix it?
Usually, yes. A cloudy appearance is nearly always mineral residue from hard water rather than damage. Fill the glass with equal parts lukewarm water and white vinegar and leave it for thirty minutes. Rinse well and dry by hand straight away. Most cloudiness clears with one treatment. If it does not shift, drop us a message and we can advise further.
Can pieces with gold or platinum detailing go in the dishwasher?
No, and it is worth being firm about this one. The heat and the alkalinity of dishwasher detergent will gradually strip and dull any precious metal finish, and there is no way to reverse that. It takes an extra few minutes to wash these pieces by hand, but that is what keeps them looking the way they should for decades.
How do I care for silverware and silver-plated cutlery?
Wash your silverware promptly after use and dry it straight away, never leave it soaking. For tarnish, a proper silver cream applied in straight strokes with a soft cloth is the right approach. Store it wrapped in anti-tarnish cloth or tissue inside a lined case; sulphur in the air is what causes tarnishing, so limiting exposure makes a real difference.
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Our Collections & Heritage
What will I find at Thomas Goode?
Fine things, chosen carefully. Our own range covers tableware, fine porcelain, crystal, and silverware — pieces we have been making, in various forms, for nearly two hundred years. Alongside that, we curate work from some of the world’s most accomplished makers: Baccarat from France, Herend from Hungary, Daum, Christofle, and Dolce & Gabbana Casa, among others. Everything earns its place on the basis of craft and design, nothing else.
What makes Thomas Goode’s own pieces different?
We have held Royal Warrants from the British Crown for close to two centuries. That is not something you can manufacture — it comes from consistently making things of genuine quality over a very long time. Our patterns draw from an archive that goes back to the early 1800s, and many are still produced by the same workshops we have worked with for generations. Have a look at the Thomas Goode collection and you will see what we mean.
Do you get new pieces in regularly?
Yes. New commissions, seasonal pieces, and occasional archival reissues come in throughout the year. The best way to stay across it is to follow us on Instagram or sign up to our mailer — or just check our new arrivals whenever you are curious.
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The Art of Gifting
Why is Thomas Goode a good choice for a gift?
Because it lasts. A piece from Thomas Goode is not forgotten after the occasion. It sits on a shelf, gets used at a table, gets noticed and asked about. Our gifting collection covers everything from individual crystal pieces to full dinner services, and most of it can be personalised — a monogram, a crest, an inscription — which turns something beautiful into something meaningful.
We need gifts for a corporate programme. Can you help?
Yes, and we have done this for some of India’s best-known companies. We work closely with clients to design gifting that actually reflects the organisation rather than just carrying its logo. Browse our gifting collection to get a sense of what is possible, then call or WhatsApp us to talk through the brief. Volumes, timelines, personalisation — we handle all of it, discreetly.
I want to give something personal but I am not sure what. Can you curate something?
This is one of our favourite things to do. Tell us about the person — their home, their taste, what the occasion means — and we will put something together that actually fits. It might be a single piece from one maker, or a small selection drawn from across the collection. We can build around a brand they love, whether that is Baccarat, Herend, Dolce & Gabbana Casa, or our own label, or we can mix and match. Just call us or send a WhatsApp and we will take it from there.
Shipping & Delivery
How long will my order take to arrive?
We process orders within 24 to 48 hours on business days — weekends and public holidays push that to the next working day. From the point of despatch, delivery typically takes 4 to 7 working days, though this can vary during busy periods. You will get a tracking link as soon as your order is on its way.
How do you pack fragile pieces for delivery?
Very carefully. Every order is packed with specialist materials suited to the piece inside. We also film the packing process for all direct online orders — this gives you a clear record of the condition your piece left us in, and it is there if you ever need it.
Something has gone wrong with my delivery. What do I do?
Contact us straight away. For anything arriving damaged or with a discrepancy, we need you to have filmed an unboxing video — starting from the sealed outer packaging and running through to the piece fully unwrapped, without cuts. Please raise any concerns within 48 hours of delivery. The sooner you get in touch, the more we can do.
Returns & Exchanges
What is your exchange policy?
You have 15 days from purchase or delivery to request an exchange, whichever comes later. The piece needs to be unused, in its original packaging, and you will need your invoice, Exchange Card, or Order ID. We will either replace the same item, exchange it for something else of equal or greater value, or issue a store credit note valid for six months — whichever makes most sense given the situation.
Do you offer refunds?
We do not issue cash or bank refunds. If an exchange or replacement is not possible, we issue a store credit note that you can use at Thomas Goode for six months. It is not a perfect solution for every situation, but it is how we handle it, and we will always try to find the most helpful outcome we can.
Are there things that cannot be exchanged?
Yes. Bespoke and custom commissions cannot be exchanged, nor can sale or clearance items, accessories, or anything that has been used, washed, or altered after delivery. For online orders, claims without an unboxing video cannot be accepted, and anything raised after 48 hours for damage or after 15 days for an exchange will fall outside our window.
I bought in store. How does an exchange work?
We show you the piece before we pack it and again at the point of packing, so you have confirmed the condition before it leaves. Once it has left the store, exchanges follow the same conditions as above. Keep your invoice or Exchange Card — it is what we need to trace your purchase.
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Boutique & Contact
Where is your store?
We are in the lobby of The Oberoi Hotel in New Delhi. It is a lovely spot to spend time — come and see the collection in person, talk to the team, or just browse. We would recommend letting us know you are coming, particularly if you want a dedicated advisor or have something specific in mind.
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Shop No. L 2, Lobby Level, The Oberoi Hotel, Dr. Zakir Hussain Marg, New Delhi – 110003
Can I see pieces in person before buying?
Please do. There is really no substitute for holding a piece of crystal or running your hand along a dinner plate. The boutique is there for exactly this. And if visiting is not convenient, the White Glove Service brings the same experience to your home.
How do I get in touch?
Call us, WhatsApp us, email us, or come in. Whichever is easiest. There is always someone available to help, whether you have a quick question or want to spend an hour going through the collection
+91-9833810099 | +91-7669355994 | +91-7669355996
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Thomas Goode · London · Est. 1827 · thomasgoode.in