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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Shipping & Delivery

When will my order be despatched?

Orders are processed within 24 to 48 hours on business days. If your order comes in over a weekend or on a public holiday, it will be picked up on the next working day.

How long does delivery take?

Delivery typically takes 3 to 5 working days from despatch. You will receive a tracking link by email once your order is on its way.

What if my order arrives damaged?

We ask that all online orders are opened on video, from the outer packaging through to the reveal of the piece. This protects you fully in the event of any transit damage. If something has gone wrong, please raise a claim with us within 48 hours of delivery and we will sort it out.

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Returns & Exchanges

What is your returns policy?

We do not offer cash or bank refunds. If a claim is approved, we issue a store credit note valid for six months. Exchanges are accepted within 15 days of purchase or delivery, whichever is later, provided the item is in its original, unused condition with all packaging intact.

Which items cannot be returned or exchanged?

Custom and bespoke orders, sale items, and anything that has been used, washed, or altered cannot be returned. Items purchased through third-party marketplaces are also outside our returns process.

How do I raise a claim?

Get in touch with our Customer Care team within 48 hours of delivery. For online orders, you will need to share the unboxing video as part of the claim. We will review it and come back to you promptly.