Lenox FAQ's (2024)

Q: What is the tiny mark on the back of my dinnerware?
A: What you are seeing is a pinhole—a mark created by a technique called pin-firing, used to give an item a fully glazed base. This is a normal characteristic of the technique, and it is not a flaw; it’s proof of an item’s high-quality manufacturing and a genuine representation of the quality care given to that piece during production.

Q: What is the small blue mark on the back of the fine china I have purchased?
A: Fine china pieces that are inspected by hand will sometimes have marks that look like magic marker. These marks, which sometimes include initials or numbers, are easily removed by using a sponge and warm soapy water.

Q: How do I know if my dinnerware pattern is microwave or dishwasher safe?
A: If your item is dishwasher safe or microwave safe, it will be noted on the bottom of the piece. If you do not see dishwasher and microwave safe written on the bottom of a piece, it is not safe for the dishwasher or microwave. If you only see one noted, only one applies.

Q: Can I microwave melamine?
A: No, melamine is not a material that should go in the microwave.

Q: If a pattern is marked dishwasher safe but it is over 50 years old, can I be sure that it is dishwasher safe?
A: Our dishwasher-safe dinnerware patterns were first made dishwasher safe in 1964. They should be ok to run through the dishwasher if they aren’t showing signs of wear or damage. If you are hesitant due to the age of your dinnerware or imperfections accumulated over years of use, we recommend that you wash it by hand to help preserve it.

Q: Do mugs that are sold individually have the same capacity as mugs sold in a set or place setting if they are the same pattern?
A: Usually they are the same, however they could differ slightly. To compare the capacities, expand the Details tab on the product pages for individual mugs and dinnerware sets. Capacity information is listed within the bullets.

Q: Can you provide the current value for a discontinued dinnerware pattern?
A: Unfortunately no, we are not involved in the secondary market and are unable to provide a current market value. We suggest contacting Replacements, Ltd. for assistance.

Q: How can I tell if you carry a pattern I purchased a long time ago?
A: Type the pattern name into the search bar at the top of this website. If we carry it, you will see items with that pattern displayed within the search results.

Q: Is your china heat resistant?
A: No, it isn’t heat resistant and shouldn’t be placed in direct contact with a flame or subjected to extreme temperature changes. China dinnerware and serving pieces should be at room temperature before hot foods are placed. To avoid thermal shock when pouring very hot liquid into a teacup or another vessel, place a silver or stainless steel spoon inside the item to absorb the shock of the heat and help prevent cracking.

Q: What is decaled dinnerware?
A: Decaled dinnerware is dinnerware that is decorated with a decal. A decal is a pattern or design that is applied to ceramic dinnerware prior to firing in a kiln. The decal is slid off a paper sheet backing onto unfired ceramic, much like applying a stick-on tattoo. Any water or air bubbles under the decal are gently removed with a squeegee. Then the entire piece goes into the kiln.

Q: Does your dinnerware meet FDA standards for lead and cadmium content?
A: Yes, all dinnerware for sale in the US must meet FDA standards and our dinnerware meets or exceeds the FDA’s requirements as to the level of these particles that are acceptable.

Q: What does 18/10, 18/8, and 18/0 stainless steel mean?
A: These percentages represent the amount of chrome and nickel in the steel alloy used to make the product. Chrome aids the steel in corrosion resistance and nickel is added for a soft, silvery luster. 18/10 means that the metal has 18% chrome and 10% nickel. 18/8 has 18% chrome and 8% nickel. 18/0 has 18% chrome and 0% nickel. At 18% chromium, all grades meet the highest quality standards when it comes to fighting corrosion and can be used on a regular basis.

Q: What are the different types of flatware finishes?
A: Mirror finishes are polished for a shiny look. Satin finishes have a brushed, matte effect that disguises fingerprints and scratches. Sand finishes have a shimmery, frosted appearance. Rumbled finishes are distressed for a vintage or industrial look.

Q: How do I know the name of my flatware pattern?
A: Send photos of the front and back to info@lenox.com. Our customer service team will do their best to help identify your items. You can also contact Replacements, Ltd. for assistance.

Q: Can you help me find a discontinued flatware pattern?
A: For discontinued patterns, we recommend searching through secondary marketplaces, such as Replacements, Ltd..

Q: Can you provide the current value for a discontinued flatware pattern?
A: Unfortunately no, we are not involved in the secondary market and are unable to provide a current market value. We suggest contacting Replacements, Ltd..

Q: Is it possible to order a single flatware piece for my existing set?
A: Type the pattern name in the search bar in the top right corner of this website. If the singular item is not listed separately in the search results, we do not sell the item individually.

Q: Why do stains occur on some stainless steel flatware?
A: Stainless steel flatware is not stainproof. Common foods such as coffee, tea, vinegar, salt, mayonnaise, mustard, and eggs may pit, stain, or corrode flatware if the flatware is left dirty for a prolonged period. Minerals that are found in tap water and detergent can also affect surfaces.

Q: What is included in a place setting?
A: A place setting for one person includes a salad fork, dinner fork, dinner knife, dinner spoon, and teaspoon.

Q: What is the difference between a dinner spoon and teaspoon?
A: The dinner spoon is the larger of the two and it’s used for eating soups, cereals, and other foods. The teaspoon is smaller which makes it better for stirring coffee or tea.

Q: What is in a hostess set?
A: It can vary but a hostess set generally includes a tablespoon, gravy ladle, and sugar spoon.

Q: What is in a serving set?
A: It can vary but a serving set generally includes a serving fork, pierced tablespoon, and a butter knife. It may also include a serving spoon and sugar spoon.

Q: What is in an entertainment set?
A: It can vary but an entertainment set generally includes a dessert server and casserole spoon.

Q: What does the term “gauge” mean in reference to flatware?
A: Gauge refers to how thick a utensil is. A thicker utensil has a higher gauge. A higher gauge can mean a higher price, but it doesn’t necessarily mean an item is better for you if you prefer something smaller or lighter in the hand.

Q: Is your drinkware food safe?
A: Yes, all our drinkware is food safe.

Q: What material is used in Cambridge metal drinkware?
A: Cambridge drinkware is crafted from premium-grade stainless steel that meets all FDA standards. Tumbler lids are made of AS plastic, which is BPA-free, clear, and durable.

Q: Are double-wall tumblers sweatproof?
A: Yes, double-wall tumblers are sweatproof which means they will not leave condensation on furniture.

Q: Will on-the-go coffee mugs or tumblers work with my single serve coffee machine?
A: For the most part, yes, they should work with single serve coffee machines. We recommend you check the dimensions of the tumbler against the dimensions of your coffee machine.

Q: Do you have replacement cords for hanging ornaments?
A: We do have replacement tassels for Lenox ornaments. If you need one, email us at info@lenox.com and we would be happy to send you one as a courtesy.

Q: Are your ornaments signed Lenox on the product?
A: Due to the various designs of our Lenox ornaments, not all of them are printed with Lenox on them. However, Lenox ornaments do all come in a Lenox gift box.

Q: Do all annual ornaments have the year on the piece?
A: For the most part, yes, but some display the year on a hangtag.

Q: What items can I personalize?
A: Visit our Personalized page to find everything you can customize, including ornaments, dinnerware, drinkware, and décor.

Q: Can I change a message on an item if it’s not a part of the customizable field?
A: A phrase or message on a personalized item outside of the customizable field cannot be changed.

Q: I see an item that I like, but I don’t want it personalized. How do I continue?
A: Choose the "No Personalization" option on the product page.

Q: What do I do when I try to preview my personalization and nothing happens?
A: Fill out every line of personalization. If you would like to leave a line blank, enter asterisks in that field (***), and the line will be skipped when personalizing.

Q: Do you charge for personalization?
A: Yes, the charge varies per item type. When you opt to personalize, you will see how much it costs for the item you are interested in.

Q: Can I edit my personalized item after I ordered?
A: Unfortunately, no. Once you approve your personalization and submit your order, you can no longer modify, cancel, or return your personalized product.

Q: Can I have an item personalized at a later date?
A: No. Personalization must be requested at the time of purchase.

Q: Can additional characters be added to a personalized item for an additional cost?
A: Unfortunately, we can’t add any additional characters to personalized items. The length suggested is what will fit on the individual item.

Q: I ordered a personalized item and the name/message came out wrong. I checked my order and I entered it correctly. How can I get it fixed?
A: Email us at info@lenox.com and we will be happy to assist you.

Q: How long does the personalization process take?
A: A minimum of 5-7 business days, not including delivery time.

Q: Can my personalized order be expedited?
A: You can expedite shipping but not personalization. Personalization will still take a minimum of 5-7 business days to complete. If you choose 2nd Day or Next Day shipping at checkout, your item will ship expedited once personalization is finished.

Q: Can I have my items gift wrapped?
A: Yes, next to items you have added to your shopping cart you will see the option to add gift wrap.

Q: If I am sending a product as a gift, will there be any billing information included?
A: We never include billing or pricing information inside of a package.

Q: I received a gift and I do not know who sent it. How do I find out who sent the gift?
A: Email us at info@lenox.com and a representative would be happy to assist you.

Q: Can gifts be sent directly to the recipient?
A: Yes, a gift can be sent directly to a gift recipient.

Q: How do we mark who the gift is for?
A: You can add a general gift message to the order as part of the gift wrapping selection.

Q: Do you have a registry?
A: You can add our products to your MyRegistry.com registry by clicking the ADD TO REGISTRY link located on the product page. You can alsoadd our products on other retailerwebsites with registries or on universal registry sites.

Q: How do I create a registry?
A: You can create a registry via MyRegistry.comdirectly from this website by clicking the ADD TO REGISTRY link located on the product page.Once you complete the Create Registry form on MyRegistry.com, you can start adding items to your registry list.

Q: How do I find a registry for someone who is getting married?
A: Enter the first and last name of the bride or groom on MyRegistry.com or whichever site hosts their registry.

Q: Where can I find the dimensions of a product?
A: When you are viewing one of our products, click on the Details tab which is located to the right of the product image. Under this, you will find the measurements of the item.

Q: Is there an easy way to remove the label from the new flatware and dinnerware set I've purchased?
A: Soak the items in warm soapy water and then use a paste of baking soda and water to remove adhesive.

Q: Is there a Lenox store near me?
A: Lenox no longer has retail locations, but you can find our products in retail stores across the country, including Macy's. Products sold may vary by location.

Q: What is your Replacement Program?
A: The Lenox Replacement Promise ensures if you break your Lenox brand dinnerware or coordinating serveware pieces, we will replace it for free provided you have registered your item, a replacement is available, and if breakage occurred during normal use or due to the item being defective.

Q: How do I know if a pattern will be discontinued soon?
A: While we strive to keep patterns active for as long as possible, if sales decline we phase them out through clearance sales.

Q: How do I register a product online?
A: Click here to register your Lenox dinnerware or serveware item online via The Lenox Replacement Promise. For other items, refer to the information provided with your purchase.

Q: How do I order custom dinnerware for my business?
A: Send inquiries to info@lenox.com and a representative will be happy to assist you.

Q: Do you sell wholesale?
A: Yes, for all wholesale orders and inquiries please contact our customer service department at info@lenox.com and a representative will be happy to assist you.

Q: Is your website secure?
A: We guarantee that every Lenox.com transaction you make will be 100% safe. Click here to learn more about Secure Shopping.

Q: Do items come boxed?
A: Most of our items arrive in a gift box. Exceptions might include discounted brown box closeouts and certain soft goods such as linens.

Q: Can you price match a product?
A: Unfortunately, no, we are unable to price match a product.

Q: Why has the price changed in my shopping bag?
A: Our system automatically updates prices to the current price on our site.

Q: Can I purchase other pieces under a pattern to complete the set?
A: To see if we carry other pieces under a certain pattern, type the name of the pattern in the search box at the top right corner of the website.

Q: Do you have a military discount?
A: Sorry, we do not offer a military discount.

Q: If an item is not on your website, do you no longer carry it?
A: We may no longer carry the item or it may be sold out and is temporarily unavailable.

Q: I signed up for emails. How do I get the discount on my first order?
A: After registering your email address, you will receive a promotion code via email to receive a discount off your first item.

Q: Where can I find any promotions and sales offered today?
A: Each day, we update our website and homepage with current promotions and discounts. The promotions we offer flash at the top left corner of the site.

Q: Where do I enter a promotion code?
A: Click on the shopping bag and then the button to go to checkout. You will see a field within which to apply the promotional code to the right. Enter the promotion code in all capital letters.

Q: Can I use more than one promotion code on my order?
A: You can only use one promotion code per order.

Q: The promo code states it is for sitewide use, so why it is not applying on all items?
A: Some items including designer items like kate spade new york are not eligible for promotions.

Q: How do I know when a promotion expires?
A: If there is a featured promotion it will be advertised on our homepage. The end date and time will be noted within the promotional banner. You can also sign up to receive promotions via email. The emails list the end date and time in the disclaimers section at the bottom.

Q: When I enter the promotion code, why does it say my order does not qualify?
A: Make sure you entered the code correctly and in all capital letters. Please be aware that designer items and items marked ineligible for discounts are excluded from promotions.

Q: How do I create an account?
A: Click on the icon of a person that appears at the top right corner of this website. Follow instructions found there to create your account.

Q: How do I reset my password?
A: Click on the icon of a person located at the top right corner of this website. Enter your email address and click Forgot Password. A temporary password will be emailed. Check your spam or junk folder if you don’t see it. Once you receive the password, go back to the Lenox site and enter your email address and the temporary password. You will create and confirm a new password from there.

Q: Can I change my email address on my Lenox account?
A: Your username is your email address. You need to click on Create Account and create a new account with your updated email address as your username to change your email address.

Q: Where is the logout button?
A: Click on your name at the top right of the screen. Go to the My Account Page where you can click on the logout link.

Q: What forms of payment does Lenox accept?
A: We accept PayPal and the following credit cards: Visa, MasterCard, American Express, and Discover.

Q: Can I pay with a gift card from a credit card company?
A: Sorry, no. We do not accept gift cards as a payment option.

Q: How do I know if my order went through?
A: You will receive a confirmation email. You can also sign into your account and view your account history. There you will see any recent orders you have placed.

Q: I did not receive an order confirmation email. How do I get that sent to me?
A: If you do not receive an email confirmation within the hour after ordering, log into your account and check your order status. Contact us for further assistance.

Q: I think I accidentally placed my order twice. What do I do?
A: Log into your account and look at your order history to determine if you made a duplicate order. Contact us for further assistance.

Q: Can I cancel or modify an order I placed?
A: Unfortunately, no. Once the submit button is pressed, the order is immediately sent for processing and fulfillment.

Q: In order history, what does it mean by status approved?
A: If means your order was approved and is being readied for shipment, but it hasn’t yet shipped.

Q: Can I order by phone?
A: Yes, you can place an order by phone by calling 1-800-223-4311.

Q: If I order an item that is on backorder, when does the payment go through?
A: You will not be charged until the day it ships out for delivery.

Q: How do I reach customer service regarding my order?
A: Click here for information on how to contact us.

Q: I am tax-exempt. Where do I submit paperwork to remove taxes I was charged?
A: Send documents to info@lenox.com with Tax Exempt in the subject line.

Q: Why was my backorder cancelled?
A: Your order may have been cancelled due to lack of inventory.

Q: How much do you have to spend for free shipping?
A: The current amount is $75.00 which is subject to change.

Q: When will my order ship?
A: Orders are expected to ship out of our warehouse within 48 hours. Personalized items take an additional 5-7 days.

Q: What types of shipping do you offer?
A: We offer Standard, 2-Day, and Next Day shipping options. Please visit our Shipping Rates & Policy page for full details.

Q: How do I track shipping?
A: Once your order has shipped, you will receive an email with tracking details. You can also find tracking numbers in your order history.

Q: Can I change my method of shipping once I have placed my order?
A: Once an order is placed there cannot be any changes or modifications.

Q: Can I ship to two different addresses?
A: You can only ship to one address per order. To ship to two addresses, you will need to place two separate orders.

Q: Do you ship to APO AP Boxes for military families?
A: Yes, we do ship to APO AP Boxes.

Q: Do you ship to Canada or internationally?
A: No, due to customs regulations, shipping and insurance costs, and international banking regulations, we are unable to accept or ship orders outside of the United States.

Q: Why is there a tax on shipping?
A: Most states require residents to pay sales tax on goods used in the state, even if those products are ordered from out-of-state companies. We are required to collect sales tax in states where our company has a legal presence. Having a salesperson or sales agent who travels within a state constitutes presence.

Q: What is your return policy?
A: Excluding personalized items or products marked final sale, unused merchandise can be returned within 120 days for a refund. Items that arrive broken, are defective, or are the incorrect item will be replaced after you have returned the faulty item. See Returns for full details.

Q: Is return shipping free?
A: We will pay return shipping costs for a product that arrives damaged, is defective, or isn’t the product ordered. Customers are responsible for return shipping costs for all other reasons. See Returns for full details.

Q: Where do I send my return?
A: Send returns to:
Lenox Returns
16507 Hunters Green Pkwy
Hagerstown, MD 21740

Q: Can I return a product to you that was received broken from Macy's or another retailer?
A: Items not purchased directly from this website must be returned to the place of purchase.

Q: How long will it take for a backordered item to arrive?
A: Contact us at info@lenox.com and we will be happy to share an expected availability date if one is available.

Q: How much will it cost to ship my items?
A: Shipping rates depend on your order subtotal and which form of shipping you select. For your convenience, please refer to the shipping information page.