FAQs

Dinnerware

Q: Do you sell replacement parts for items
A: Unfortunately Lenox does not carry parts for items.
 
Q: Can you provide the current value for a discontinued dinnerware pattern?
A: Unfortunately, Lenox is not involved in the secondary market to provide a current market value. However, we suggest contacting www.replacements.com who buy and sell older Lenox products
 
Q: Where can I find Platinum Trim China?
A: Lenox offers many different Platinum trimmed dinnerware patterns. Please find our options at the link below: https://www.lenox.com/searchresults?Ntt=platinum&No=0&Rdm=408&Nr=product.active:1&N=&Nrpp=24
 
Q: How do I know if a Lenox pattern I already have is microwave or dishwasher safe?
A: To determine if a pattern is microwave safe, please examine the bottom of your dinnerware. It will state on the bottom of the ware if it is dishwasher and microwave safe. If it does not state dishwasher or microwave safe on the bottom, it is not safe for the dishwasher or microwave. Also on site
 
Q: What is the small blue mark on the back of the fine china I have purchased?
A: Fine china pieces that are hand-inspected will have marks that look like magic marker. These marks, including initials or numbers, are easily removed by using a sponge and warm soapy water over the affected area. "
 
Q: What is the best way to remove scuff/metal marks from plates?
A: Defects in dinnerware typically become apparent within the first days of use however utilitarian marks from years of use (such as metal marks) can build up over time. Stoneware glazes look and feel very smooth; however, the surface is composed of microscopic peaks and valleys. When metal utensils, which are often softer than the glaze, contact the stoneware, tiny metal particles become caught in the microscopic valleys.
Though some users characterize the gray marks as scratches, usually there is no damage to the glaze or the stoneware body. The metal deposits can be removed with a variety of cleansers, including Bon Ami, Soft Scrub, or Bar Keepers Friend.
As all dinnerware manufacturers will attest, metal marks are not considered a product defect and can easily be removed with a porcelain cleanser. You may also read this helpful tip from Good Housekeeping’s Hints from Heloise on cleaning the marks with baking soda:
http://www.goodhousekeeping.com/home/heloise/remove-scratch-stoneware-oct02
Stoneware and Earthenware patterns are more prone to metal marks than china and porcelain.
Lenox recommends when stacking dishes to place a china protector between each plate to protect from the damage the daily sliding can cause. If china protectors are not available a good substitute is clean coffee filters or paper towels.
For full use and care of Lenox Dinnerware, please see our Use and Care Suggestions via the following link:
http://www.lenox.com/index.cfm?ss=services&cat=help&subcat=care
 
Q: Can you microwave melamine?
A: We do not recommend using our melamine products in the microwave.
 
Q: I have Eternal pattern from 20 years ago, is it dishwasher safe ?
A: Our dinnerware patterns were made dishwasher safe in the mid-1960s.
 
Q: What does buy a 3 -piece dinner plate set and get 6 free mean?
A: We offer this special on some of our dinnerware sets. This means that you will be receiving six plates for the price of three. So if you purchase a quantity of one set, you will receive six plates total.
 
Q: Is all your Holiday bakeware oven safe?
A: Our Holiday Bakeware is microwave, oven, and freezer safe. For more information, please visit the Use and Care page on
our website.
 
Q: Is the winter greetings and Holiday Dinnerware patterns dishwasher safe?
A: Yes, both of those patterns are dishwasher-safe. To check if a product is dishwasher safe, Click on DETAILS located to the right below the add to cart option.
 
Q: Do you sell larger dinnerware sets?
A: Most of our dinnerware sets consist of four place settings. However, our largest set contains 28 pieces.
 
Q: Are the fruit/dessert bowls and the square dessert/salad plates in the Winter Greetings pattern still available?
A: If an item is not featured on our website it is currently out of stock and we are not accepting back orders for the item at this time.
 
Q: How can I find the difference between patterns like Tin Can Alley 4 and Tin Can Alley 7?
A: Differences in patterns like Tin Can Alley Four and Tin Can Alley Seven can be found in the item description. Click on the item to access the item description.
 
Q: If a pattern is listed as dishwasher safe on your website but is over 50 years old is it still dishwasher safe?
A: Our dishwasher safe dinnerware patterns were first made dishwasher safe in 1964. However, if you are concerned about the age of the dinnerware we recommend you hand wash the
ware.
 
Q: How do I know if you are getting more products in for a particular pattern, such as the French Perle Groove Butter pattern?
A: All the items we currently feature under a pattern will be listed on our website. French Perle Groove Butter is a new pattern, so we will most likely be featuring new items in the future. Please check back with us at a later time.
 
Q: Do mugs under the same pattern sold individually as opposed to in a place setting have different capacities?
A:Usually they are the same however, they can differ. To determine the capacity or size of an item individually or in a place setting click on details listed below add to cart option for capacity.
 
Q: Does your Fine China ever go on sale?
A: Our promotions run daily and are featured at the top of our home page. They include a code that must be entered at check out. You can also sign up to receive promotions via email. To do this, simply choose Email Sign Up located above the promotion banner at the top of the website.
 
Q: How do I know if a pattern is dishwasher or microwave safe?
A: To determine if an item is microwave or dishwasher safe, you would look at the description of that particular item which is listed under the item details.
 
Q: Where can I find your Winter Greetings dinnerware?
A: Our Winter Greetings pattern is found within our holiday dinnerware selection. By clicking the link above, you can find the winter greetings pattern, and pricing.
 
Q: How do I tell if you still carry a pattern I purchased in 2002?
A: To determine if we still carry a pattern, type the pattern name in the search box at the top right corner of our website.
 
Q: Is your china heat resistant?
A: Never place china in contact with a direct flame or subject it to extreme temperature changes.Placing a silver spoon in the cup or other hollowware will help avoid thermal shock. Serving pieces should be at room temperature before putting hot foods in them.
 
Q: How should I store my china?
A: When stacking fine china for storage, put a cushion between each piece to prevent the surface from being scratched by the piece above it. Keep in an area with sufficient storage space so that the pieces don't touch shelves or other pieces. You can purchase separators and zippered china protectors to store china or simply use napkins, paper towels or coffee filters.
 
Q: How should my china be washed?
A: Harsh heavy-duty detergents, scouring powders, and steel wool pads are abrasive and should never be used on dinnerware. When washing china by hand, place a towel or rubber mat on the bottom of your sink for protection. All Lenox fine china is dishwasher-safe. When washing Lenox china in the dishwasher, use a mild liquid or powder detergent. Load china securely on racks so that the pieces do not touch, and so they won't be dislodged by water action. Ensure that the dishwasher is in good working condition and has no exposed metal racks. Also ensure that metal objects (pots, pans, utensils) do not come in contact with the china. Use a mild wash cycle, and let pieces cool before removing.

Entertaining

Q: What are some good ideas for a party that I'm throwing?
A: We have a lot of great entertaining ideas and videos. Here is an example of a video on for throwing a bridal brunch. To see more videos, please visit our entertainment ideas.
 
Q: I'm interested in entertaining and need some tips. What do you suggest?
A: Lenox is the leading name in home entertaining, offering the widest range of styles relevant to the way Americans entertain today, from casual and intimate gatherings to pull-out-the-stops formal gala occasions. We have a variety of entertaining tips, videos, recipes and more so be sure to check out those specific pages for ideas.

Figurines

Q: What year does the Birthday Train go up to?
A:The Lenox Birthday Train goes up to 7 years old. Please find all of our available birthday trains at the link below:
https://www.lenox.com/searchresults?Ntt=car%20figurine&No=0&Rdm=514&Nr=product.active:1&N=&Nrpp=24
 
Q: Do you still carry the yearly Birthday Train?
A: Lenox carries the yearly Birthday Car Figurine up to 7 years old.
 
Q: I noticed that you have figurines specifically for 2016. Do you carry figurines that are exclusive each year?
A: We know that figurines are collectible figures and we offer a full line of figurines each year with the year inscribed on the item.

Flatware

Q: I am looking for storage options for my flatware.
A: Lenox carries Fabric Storage Rolls as well as Flatware Chests to help protect and store your flatware. To view our options, please click on the link below:
https://www.lenox.com/category/2000047?N=1451620256&Nrpp=24&No=0&Nr=product.active:1
 
Q: How do I find my specific Lenox flatware pattern?
A: If you do not know your pattern name, please send photos (front and back) of your flatware and/or dinnerware to our Correspondence Team at our email - info@lenox.com. Our Team will do our best to identify your items.
 
Q: What kind of dish soap should I use on my stainless
flatware?
A: We recommend using a mild detergent to avoid spotting. While your flatware is dishwasher safe, we do however recommend that you do not use any detergents with lemon of citrus. For more use & care tips, please click on the link below:https://www.lenox.com/use-care
 
Q: I need 5 additional soup spoons. Is it possible to order spoons only for a flatware pattern?
A: To find out if you can purchase flatware items individually type the pattern name in the search bar in the top right corner of the website. If the items are not listed separately we do not sell them individually.
 
Q: Does stainless steel flatware need to be washed by hand?
A: Stainless is dishwasher-safe; use a mild detergent to avoid spotting. Loosely load your dishwasher so water circulates freely, and avoid contact with aluminum, other metal objects, and the heating element as high heat can be corrosive. Load the dishwasher with the handles of the forks and spoons pointing down and the knife handles up. NOTE: Although not recommended, hollow-handled knives may be washed in the dishwasher, but hot temperatures may loosen the handles.
When washing by hand, use hot, soapy water; rinse and dry immediately with a soft cloth.
 
Q: What happens if I don't wash my stainless steel flatware right away?
A: Foods can leave acids or oils that may tarnish, so wash stainless promptly after each use. Avoid prolonged soaking, as the corrosive effect of water may cause pitting or staining.
 
Q: My stainless steel flatware is darkened. What can I do?
A: Metal polish can be used to remove the occasional darkening caused by the ingredients in tea, coffee, salad dressings, and vinegar.

General

Q: How do I get specific product information regarding Reed & Barton pieces?
A: Similar to all our other designer brands, we've created a variety of categories that describe the various products available from Reed & Barton. When you click on a specific category, you'll be directed to a detailed page describing the product information, including things like material, dimensions, and more.
 
Q: HomeHave Reed & Barton products ever been featured on QVC?
A: Yes, QVC sells several Reed & Barton products.

Q: What is your Customer Service number?
A: Our Customer Service number is 1-800-223-4311.
 
Q: I signed up for Emails. How do I get the 10% off my first order?
A: After registering your email address, you will receive a promotion code via email to receive 10% off your first item.
 
Q: Do you ship to APO AP Boxes for Military families?
A: Yes, we do ship to APO AP Boxes.
 
Q: Where can I find the promotions and sales you offer?
A: Each day, we update our website with promotions and discounts. The promotions we offer are located along the top banner of our site in red type. If your order qualifies, you would enter the promotion code in the promotion code box during the checkout process.
 
Q: Once an order is submitted, can I make any changes to it?
A: Our apologies. As noted online we are unable to cancel or make any changes to an order. Due to our Live Order system, once the submit button is pressed the order is electronically processed and sent for processing and fulfillment.
 
Q: How do I cancel my Christmas ornament subscription?
A: To cancel an annual subscription or membership please call 1-800-223-4311 or email info@lenox.com and we would be happy to process your request for you.
 
Q: How do I care for my Lenox products?
A: For more information on how to care for your specific products, and questions on whether they are dishwasher or microwave safe, can go from freezer to oven, etc., we encourage you to review our Use and Care instructions.
 
Q: Are there any exclusions to your promotions/coupons featured online?
A: Promotions exclude our designer items like Kate Spade New York, Marchesa, Reed & Barton, and Donna Karan merchandise.
 
Q: Is there a Lenox store near me?
A: To find the location of the Lenox store closest to you please view our Store Locator at the bottom of our website listed under the More Ways to Shop column.
 
Q: Is there anyone that might help me find a discontinued Lenox pattern?
A: For discontinued patterns we recommend searching through secondary marketplaces such as Replacements Ltd or Ebay as they carry many of our patterns that we no longer do.
 
Q: What is your Lifetime Replacement Program?
A: Our Breakage Replacement Program is also known as our Lifetime Warranty Program. Through this program Lenox will offer a replacement, provided one is available, at one-half its suggested retail price at time of replacement, plus shipping and processing charges and applicable tax. If you would like to order your replacement we ask to please contact us at 1-800-223-4311 and a representative would be happy to assist you.
 
Q: How much do you have to spend for free shipping?
A: Lenox offers free standard shipping for orders with a subtotal of $75.00 +. Occasionally, we offer different shipping promotions including free shipping on all orders. If you would like to be notified of free shipping days, we suggest clicking Email Sign Up located at the top of our page.
 
Q: Can you provide the purchase cost of a dinner set we received in 1980 and if the value increased?
A: Since we are not involved in the secondary market, we are unable to offer information on the current market value. You may want to contact www.Replacements.com (1-800-737-5223) or www.Ebay.com to determine the current selling price. You may also want to try an Antiquities dealer in your area
 
Q: The promocode states it is sitewide, but it is not applying it towards Donna Karan or Kate Spade items. Can you please explain ?
A: We are sorry. Unfortunately, designer items such as Donna Karen, Kate Spade, Reed and Barton and Marchesa are not eligible for promotions as is stated upon review of your cart during checkout.
 
Q: How do I know if a pattern will be discontinued soon?
A: Lenox reviews all items on a yearly basis. While we strive to keep them active for as long as possible, if the sales decline there is sometimes a need to phase them out.
 
Q: How do I register a product online?
A: To register online for The Breakage Replacement Program, scroll to the bottom of our website and click Breakage Replacement at the bottom left corner.
 
Q: How do I join an annual subscription or membership for an ornament?
A: To enroll in an annual subscription or membership, please call 1-800-223-4311 and a representative would be happy to assist you. When you enroll you are guaranteed the annual item you have subscribed to each year and the priced is set at your first year of enrollment.
 
Q: How do I cancel my subscription or membership for an annual ornament or figurine?
A: To cancel your subscription or membership to an annual item please call 1-800-223-4311 and or send an email to info@lenox.com and a representative would be happy to assist you.
 
Q: Can I change my email address on my Lenox account?
A: Unfortunately, your email address can not be changed on your online account. Your username log-in is your email address, and this is how your account was created. You would need to click on Create Account and create a new account with your updated email address as your username.
 
Q: How do I register my new Lenox purchase for the warranty program?
A: To register online for The Breakage Replacement Program, scroll to the bottom of our website and click Breakage Replacement at the bottom left corner.
 
Q: How do I add a gift card?
A: Lenox gift cards cannot be used online.Lenox gift cards are only valid at Lenox Outlet Stores. Please click here to view our Lenox Outlet locations.
 
Q: How do I order custom dinnerware for my business?
A: Please send all inquiries via email to info@lenox.com and a representative will be happy to assist you.
 
Q: How do I register for the Breakage Replacement plan if I live in Canada?
A: You can email all of your information including your product information to Info@lenox.com and we will gladly register your products for you.
 
Q: Will the butter warmer work on an induction cook top?
A: Yes, the Butter Warmer will work on an induction cooktop.
 
Q: Can I use more than one promotion code on my order?
A: Unfortunately you can only use one promotion per order.
 
Q: Do you sell wholesale?
A: Yes, for all wholesale orders and inquiries please contact our customer service department at 800-971-7709 or email LenoxB2BSupport@Lenox.com and a representative will be happy to assist you.
 
Q: Why was my backorder cancelled?
A: Your order may have been cancelled due to lack of inventory.
 
Q: Can all Lenox products be personalized?
A: Only items with the word personalized in the beginning of the title are eligible for personalization. We also have a tab along the top of our website where you can filter and view just personalized items.
 
Q: Can you identify a discontinued flatware pattern with photos?
A: All photos can be emailed to info@lenox.com for possible identification.
 
Q: What products do you sell that are made in the USA?
A: All of our fine china and bone china products are made in the US.
 
Q: What is the lead content level in your products?
A: We want to assure you that the safety of our customers is very important to us. We have checked with our design team and all items pass both the Prop 65 and FDA regulations for lead extraction for food contact items. Our products are government tested annually and we assure you that our products test far below the stringent lead limits set by the Federal Food and Drug Administration and Tableware Safety Program standards.
 
Q: Where can I find the diameter/size of a product?
A: When you are viewing one of our products, please click on the Details tab which is located to the right of the product. Under this, you will find the size, diameter, etc. of the item. We also suggest clicking on Product Q & A for more information.
 
Q: How do I request a catalog?
A: To request a catalog, please follow the link below: https://www.lenox.com/catalogRequest ..After submitting the form, we ask to allow 5-7 business days for delivery.
 
Q: Is there an easier way to remove the label from the new flatware and dinnerware set I've purchased?
A: We recommend to soak the items in warm soapy water and then use a paste of baking soda and water to remove the adhesive.
 
Q: I used to have an annual subscription, how do I sign up again?
A: To enroll in an automatic annual subscription please contact us at 1-800-223-4311 or info@lenox.com and we would happy to assist you.
 
Q: I think I accidentally placed my order twice. What do I do?
A: If you think you may have duplicated your order by accident, please contact us at 1-800-223-4311 or info@lenox.com.
 
Q: Is your website secure?
A: We guarantee that every Lenox.com transaction you make will be 100% safe. To learn more regarding our Secure Shopping, please click on the link below: https://www.lenox.com/secure-shopping
 
Q: Is there an extra charge to personalize an item?
A: Yes as of November 1, 2018. It's $4.95 per ornament and $9.95 for all other personalized items.
 
Q: Can I order an online product by phone?
A: Yes, you can place an order by phone by calling 1-800-223-4311.
 
Q: Do you buy back Lenox China or can tell me what it's worth?
A: Since we are not involved in the secondary market, we are unable to offer information on the current market value. You may want to contact www.Replacements.com (1-800-737-5223) or www.Ebay.com to determine the current selling price. You may also want to try an Antiquities dealer in your area.
 
Q: I placed an order and did not receive an email confirmation.
A: Once you place your order you will receive an email confirmation within the hour. When your order ships you will receive an email providing you with the
tracking information
 
Q: Do items come boxed?
A: Yes, all of our items arrive in a Lenox gift box.
 
Q: How do we mark who the gift is for?
A: We are sorry. Unfortunately, items in a package cannot be individually marked. However, you can add a general gift message to the order as part of the gift wrapping selection.
 
Q: How do I tell the size of an item?
A: To determine the size of an item or other information, click Details Which is located under the Add to Cart button.
 
Q: I noticed you only sell products that are precisely perfect. I was wondering what happens to items that might be slightly damaged?
A: When it comes to items that may be imperfect, we often sell them in our Lenox outlet stores. To locate your closest outlet store, check out the store locator on our website.
 
Q: Can I order online and pickup at a store?
A: We are sorry. Unfortunately, we do not have the option to order online and pick up at one of our stores.
 
Q: Do you ship to Canada? If so, please tell me how to complete my order.
A: Thank you for your interest in our company and products; however, we regret to inform you that we are unable to accommodate your request to ship outside of the United States.
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: Where do I find a promotion code for an item?
A: Our promotions run daily and are featured at the top of our home page. They include a code that must be entered at check out. You can also sign up to receive promotions via email. To do this, simply choose Email Sign Up located above the promotion banner at the top of the website.
 
Q: Can you price match a product?
A: We are sorry. Unfortunately, we are unable to price match a product.
 
Q: How do I know if I can purchase other pieces under a pattern to complete the set, like serving dishes, glassware, platters, dessert plates?
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 military discount ?
A: We are sorry. Unfortunately, we do not offer a military discount. However, each day we feature a new promotion that appears on the top banner of our homepage. You can also sign up to receive promotional discounts via email.
 
Q: I have a catalog that has a different price for an item than the price online. How do I get the catalog price?
A: The prices in our catalog may not always match our prices online. Some prices are catalog or web exclusive. If you are attempting to place an order online and have a catalog that features a difference price please place your order by mail or by phone.
 
Q: If an item is not on your wesbite, do you no longer carry it?
A: If an item is not currently featured on our website we may no longer carry the item or we do not have the product available at this time.
 
Q: How do I know when a promotion expires?
A: Each day we feature a new promotion that appears on the top banner of our homepage.Typically they are valid for 24 hours. You can also sign up to receive promotional discounts via email.
 
Q: I am looking for a product from last year’s catalog. Do you have it in stock?
A: All the items we currently have in stock are featured on our website www.lenox.com.
 
Q: How can I discontinue receiving your catalogs and mailings?
A: Please email us your full name and address to answers@lenox.com and we will remove you from the mailing list. Since our promotional mailings are printed and prepared in advance by an outside mailing house, please allow sixty to ninety days for the deletion to take effect.
 
Q: Do you accept bonus coupons or discounts from Lenox company-owned stores online?
A: These discounts are only valid at Lenox-owned stores. To find a store near you, refer to the Lenox Store Locator.
 
Q: How do I search for a product?
A: If you're looking for a particular product or type of product, enter a word, phrase, or item number into the search box at the upper-right corner of the screen and click Search - the site will return all matching products. You can also browse our product assortment using the category links at the top of the page
 
Q: What if my item breaks?
A: You may replace your item through the Breakage Replacement Program. Through the program you may purchase the item at 50% off the current retail price.
Lenox certifies that our products are covered by the Lenox Replacement Policy for breakage that may occur due to normal use. Complete your registration online to ensure coverage.

Gifts

Q: How do I select gift-wrap?
A: Many of our products have the option for gift-wrap. Once you have selected your items and added them to your shopping cart, you must click the shopping cart icon located at the top right-hand corner of the screen. After clicking this, you will see a listing of everything currently in your cart, and will have an option to + Add Gift Wrap

Q: Do you have gifts for a communion or baptism?
A: Yes, we do feature a variety of communion and baptism gifts.
Please click the link below to view the items: https://www.lenox.com/communion-baptism-gifts/category/3000369?N=596603756&Nrpp=24&No=0&Nr=product.active:1
 
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 from someone and I do not know who sent the gift. How do I find out who sent the gift?
A: you received a gift and are unsure who sent it, please call contact us at answers@lenox.com or call 1-800-223-4311 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 along with a gift card.
 
Q: Can I send a gift card with the gift I order from a registry?
A: Yes, a gift message can be included with any gift ordered off of a registry.

Glassware

Q: I want to know a specific ounce capacity for a glass and it isn't located in the product information. How can I find out more?
A: On each of our product pages we provide detailed product information including material, artisan information, and more.
If you can't find what you are looking for, feel free to click on the ask a question link on the specific product page and someone from our customer service team will provide an answer.
 
Q: What is a DOF glass?
A: DOF stands for Double Old Fashioned and is a short tumbler used for serving an alcoholic beverage, such as whiskey with ice cubes (on the rocks). It is also normally used to serve certain cocktails, such as the Old Fashioned, from which it receives its name. A double Old Fashioned glass (sometimes referred to by retailers as a DOF glass) contains 12–16 US fl oz (350–470 ml), while an Old Fashioned glass contains 6–10 US fl oz (180–300 ml).

Home Decor

Q: Does Lenox sell napkins and tablecloths?
A: Yes, we have provided a link below to view the products that are available.

Jewelry

Q: How do I know my ring size?
A: Please see below to determine you ring size:
Cut a thin strip of paper. Wrap the paper around your finger. Make sure the paper is below the joint of your finger and close to your knuckle.
Mark the spot where the paper meets and measure the distance with your ruler. Use the following chart to determine your ring size. Rings also come in half sizes, the measurements of which, of course, will fall somewhere in between the whole sizes. Size 5: 1 15/16 inches, Size 6: 2 1/16 inches, Size 7: 2 1/8 inches, Size 8: 2 1/4 inches, Size 9: 2 5/16 inches, Size 10: 2 7/16 inches
 
Q: Do you carry women's and men's accessories?
A: We have a great selection of accessories for both men and women. You can find a variety of brands and items in our sections called Jewelry: Women's Accessories and Jewelry: Men's Accessories
 
Q: I'm getting married and want to find some special bridal jewelry. What do you recommend?
A: We recognize that every bride is unique and has different tastes. If you are interested in jewelry for your special day, take a look at our special bridal jewelry recommendations. 

My Account

Q: How do I log into my account? I have clicked reset password but have not received an email
A: If you are trying to reset your password online, click on Sign In which is located at the top of our website in the left hand corner.
Then enter your email address and click Forgot Your Password.   The temporary password will be emailed right away.   If the have not received your temporary password, please check your Spam or Junk folder.
Once you receive the password, go back to the Lenox site and enter your email address and the temporary password. The following window will appear and you must then type the temporary password in the Current Password box and then type a New Password and then Confirm the New Password. ***Please make sure to type your temporary password as security features may cause copy and paste to not work correctly.
 
Q: How do I create a account?
A: Enjoy the many benefits associated with a free Lenox account. Login or create your account by clicking on the option on the top left corner of the Lenox.com website.
 
Q: I am trying to log in and it is telling me my password is not correct. I also requested a tempoary password and that will not work. What do I do?
A: Once you receive the password, go back to the Lenox site and enter your email address and the temporary password. The following window will appear and you must then type the temporary password in the Current Password box and then type a New Password and then Confirm the New Password. ***Please make sure to type your temporary password as security features may cause copy and paste to not work correctly.
 
Q: Where is the log out button?
A: To log out of your account please go to the top left hand corner of the screen and click log out.
 
Q: How can I change my password?
A: You can update your password by logging on to your Lenox.com account and accessing your online profile.
 
Q: I need to know the name/date of an old Lenox piece that I own. How can I look that up or get that information?
A: Please send us an email including your contact information along with a photo of the item and the Lenox backstamp to info@lenox.com we would be happy to assist you.

 

Ornaments

Q: Do you have replacement gold cords to hang ornaments?
A: We do have replacement tassels for ornaments available. If you need one, please call 1-800-223-4311 or email us at info@lenox.com and we would be happy to send you one as a courtesy.
 
Q: Do you carry ornaments year round or are they seasonal?
A: Lenox carries ornaments throughout the entire year. We believe that any time is the perfect time to choose new Lenox ornaments for your tree, or as gifts for the special people in your life.
 
Q: Where are your Baby's 1st Christmas Ornaments?
A: Lenox offers many different options for our Baby's First Christmas Ornaments. Some of the ornaments have the option to add your own personalization. Please follow the link below to view our selections:
https://www.lenox.com/searchresults?Ntt=baby%27s%20first%20christmas&No=0&Rdm=118&Nr=product.active:1&N=&Nrpp=24
 
Q: Are the forever friends ornaments boxed separately?
A: All of our Personalized Forever Friends ornaments are sold as a set and will arrive together in one box.
 
Q: What year did Lenox start the Annual Snowman Ornament collection?
A: The Annual Snowman Ornament started in 1998 with our Frosty Morning Snowman. Every year, Lenox has released a new addition to this collection.
 
Q: What was the first year that lenox manufactured the yearly Tinkerbell Christmas ornament?
A: Our first Tinkerbell Ornament was released in 2006. The Perfect Pixie Ornament is the first item in this annual collection
 
Q: How do I search for specific items? I am looking for lighted ornaments.
A: To search for specific items, simply type in keywords such as, lighted ornaments in the search bar located at the top right corner of our website.
 
Q: Are your ornaments signed Lenox on the product?
A: No, not all of our ornaments are printed with Lenox on them. However, they do all come in a Lenox gift box.
 
Q: The color of a particular ornament that I'm considering for purchase looks pink on the website. How do I know what the color actually is?
A: To view the details of an item such as color, click on the photo of the item. The details are located to the right of the photo.
 
Q: Do all 2019 ornaments have the year on the piece?
A: No, some ornaments have the year on the item, but others have the year on the hang tag.

Payments & Orders

Q: Can I cancel my order?
A: We are sorry, but once your order is submitted we are unable to make any changes to your order. Due to our Live Order system, once the submit button is pressed, the order is electronically processed and sent for processing and fulfillment.
 
Q: I am trying to use an American Express Gift card to pay for my purchase. There is no name on the gift card but system is requiring name on card. How do I proceed to pay with the card?
A: Unfortunately Lenox does not accept gift cards as an payment option.
 
Q: Do you offer free returns?
A: If you would like to return something on your order, please call us for a return authorization number. You may contact us at 1-800-223-4311 and we would be happy to assist you.
Items must be returned to the original place of purchase and with 120 days of purchase. We do not offer return labels unless there was an error on our part.
 
Q: If I order an item that is on a backorder, when does the payment go through?
A: We do not charge customers until their order ships out. Meaning if an item is on a backorder, the charge will not go through until the day it ships out for delivery.
 
Q: Why has the price changed in my shopping bag?
A: Our system automatically updates prices daily on items left in the Shopping Cart. The amount reflects the most current price offered at Lenox.com.
 
Q: How do I check on an order I sent in the mail earlier this month?
A: We are sorry. Unfortunately, you cannot access orders placed through the mail from our website. To get information on a mail order please call 1-800-223-4311 and a representative would be happy to assist you.
 
Q: I just placed a phone order not even an hour ago, but would like to order a different ornament instead of the one that got ordered. Is it possible to change my order?
A: We are sorry. Unfortunately, once an order is placed it is unable to be modified.
 
Q: Why can’t I see my purchases from last year?
A: We are sorry, but at this time, you are only able to view your purchases for the past 30 days.  
 
Q: Do I get charged for a order that is on backorder?
A: No, your credit card will not be charged until the item ships.
 
Q: How can I view my easy pay schedule online?
A: Unfortunately you are unable to review your payment schedule online. For a complete breakdown please contact customer service.
 
Q: Where do I go to pay a bill?
A: If you have received an invoice and need to make a payment, you may send in a check to Lenox Corporation, Po Box 780990, Philadelphia, PA 19178 or call our Customer Service Team at 800-223-4311 and a representative will be happy to assist you.
 
Q: Hi, am I able to use PayPal for my purchase?
A: Yes. During checkout, we accept both credit cards and PayPal as a payment option.
 
Q: I received an invoice via US Mail. Can I pay this online?
A: Unfortunately, we do not offer an option for online bill paying at this time.
 
Q: How do I use a gift card I received from the store to purchase online?
A: We are sorry.You can only use the gift card at one of the Lenox Outlet stores. Unfortunately, we operate separately from the retail stores.
 
Q: If my order arrives with broken items, what do I do to get these items replaced?
A: If your order arrives with broken items, please contact us at 1-800-223-4311 or info@lenox.com and we would be happy to send you replacements.
 
Q: I am tax exempt. How can I send the paperwork so I can submit it to remove the taxes?
A: If you have a tax exempt paperwork, please fax it to us at 1-267-525-5616. Once we received the paperwork we would be happy to refund the taxes on your order to you.
 
Q: I have an open balance on my order, how can I access and pay it?
A: Unfortunately payments can not be applied online. However, you may send in a check as a form of payment or call our Customer Service Team at 800-223-4311 and a representative will be happy to assist you with processing a credit card payment.
 
Q: With Easy pay when does the first payment get deducted from your card?
A: When you choose Easy-pay, your first payment will be charged when your order ships out. You will then be charged automatically each month in installments until your order is paid in full.
 
Q: What forms of payment does Lenox accept?
A: If you are placing your order online, our two forms of payment we accept are PayPal and credit card. We accept Visa, MasterCard, American Express or Discover card. Lenox also offers Easy-Pay monthly installments through a credit card.
 
Q: What is Lenox EasyPay?
A: EasyPay is an interest-free payment plan available to credit card customers. To qualify, your subtotal must be at least $50. Customers will be charged in monthly installments until the order is paid off. Click easyPay to learn more.
 
Q: Why is there tax on the shipping?
A: As you are probably aware, most states require their residents to pay sales tax on any goods used in the state, even those products ordered from out-of-state companies. We are required to collect sales tax in those states where our company has a legal presence. Having a sales person or sales agent who travels within a state is considered to constitute presence.
 
Q: What if my order arrives broken?
A: If your order has arrived broken we would be happy to send you a replacement. If this occurs please contact us at info@lenox.com or 1-800-223-4311 and we would be happy to assist you.
 
Q: I have a code for 25% off my order. Why does it say not valid?
A: Please make sure to type the promotion code in all capital letters and check to make sure non off the items you are attempting to purchase are excluded from the promotion.
 
Q: The website states that my credit card number is invalid.
A: We recommend verifying that all credit card fields are populated accurately prior to submitting your order. If you continue to experience difficulties placing your order please call 1-800-223-4311 and a representative will be happy to assist you.
 
Q: My CVV code is invalid.
A: We recommend verifying that all credit card fields are populated prior to submitting your order. If you continue to experience difficulties placing your order please call 1-800-223-4311 and a representative will be happy to assist you.
 
Q: Where is the section to write a Christmas greeting and names?
A: You may enter a gift message at the time of checkout. Enter your gift message at below where you enter your shipping information.
 
Q: If I send my order as a gift to someone do the bill and shipping paperwork come to me?
A: If you send a gift to someone, they will not receive the billing information. Our items do not ship with billing or pricing information. Invoices are sent separately and will be sent to your billing address.
 
Q: How do I determine where my package is?
A: To determine where your package is scroll to the bottom of our website and click track orders. There you can enter your order number and track your package.
 
Q: How long does it take for my order to arrive?
A: If your item is in stock it usually ships out of our warehouse in 48 hours. Standard Delivery may take 5-7 days. Personalized items take additional time.
 
Q: How do I know if my order went through?
A: To determine if your order went through, click sign in at the top left corner of our website. Once you are logged in you can view your account history and any recent orders you have placed. You can also contact customer service at 1-800-223-4311 and a representative will be happy to assist you.
 
Q: How do I change to new expiration date on my credit card?
A: To change the credit card expiration date for your automatic monthly installments please call 1-800-223-4311 and a representative would be happy to assist you.
 
Q: I did not receive an order confirmation for the order that was just placed. How do I get that sent to me?
A: Please allow 30 minutes for your confirmation to be received. If you do not receive it after that time frame please contact customer service at 800/223/4311.
 
Q: Why does the order status not show which discounts were applied?
A: The discount applied to your order is reflected in your email confirmation.
 
Q: May I add another item to my order that I just placed?
A: Unfortunately, we are unable to add to an order once it has been submitted. You may place another separate order for your additional item.
 
Q: How do I reach customer service regarding my order?
A: You have several options for contacting us at Lenox: Email us: answers@lenox.com, Call us: 1-800-223-4311 or Live Chat: M-F 8:30am - 10pm ET and Sat 8:30am –
4:30pm ET Sun 10am -2pm ET
 
Q: When does my purchase get charged to my credit card?
A: Your credit card is not charged until your order is shipped.
 
Q: Why do I have to pay tax?
A: Because Lenox sales representatives work in all 50 states as well as U.S. territories (Puerto Rico, and the Virgin Islands), Lenox is legally obligated to collect sales tax. In many states, we are required to tax not only the price of the item but also the shipping, handling, and insurance charges, which are considered part of the total selling price.

Personalized

Q: When I try to click on preview personalization, nothing happens.
A: Please make sure to fill out every line of personalization. If you would like to leave a line blank, we ask that you enter three asterisks on that line ( *** ). Our Personalization Warehouse will know to leave that line blank. You must then click on Preview Personalization and a pop-up window will appear with your desired personalization. You can then click on the Confirm button and you will have the option to add the item to your shopping cart.
 
Q: On personalized items, is it possible to just personalize certain lines, and keep some blank?
A: Yes, you can choose which lines you would like to appear with personalization. To keep a line blank, you must enter asterisks in the place of type. This way, the personalization warehouse will know to leave that line blank.
 
Q: Can additional characters be added to a personalized item for an additional cost?
A: Unfortunately we can not add additional characters to personalized items.
 
Q: Can I have an item personalized at a later date?
A: All personalization must be submitted at the time of purchase.
 
Q: Do you charge for personalization?
A: Yes as of November 1, 2018. It's $4.95 per ornament and $9.95 for all other personalized items.
 
Q: I am choosing a personalized item, but I do not want it personalized. How do I continue?
A: You will have the option to choose No Personalization for any of our personalized items. Next to the item, you will see a drop-down menu where you can either choose to Create your own message, or click on No Personalization.
 
Q: I’m looking for the dated bell ornaments.
A: Lenox offers many different yearly bell ornaments. Some of the bells have an option for personalization. Please click on the link below to view our options:
https://www.lenox.com/searchresults?Ntt=bells&No=0&Rdm=253&Nr=product.active:1&N=&Nrpp=24
 
Q: Can I see examples of the monogram font choices you offer?
A: We offer three font choices for our personalized monogram items: Roman, Interlocking script and Arc Contemporary I have provided a link for you convenience. https://www.lenox.com/personalization-guide
 
Q: What items can be personalized?
A: Only items with the word personalized in the beginning of the title are eligible for personalization. We also have a tab along the top of our website where you can filter and view just personalized items.
 
Q: Why is 'Add to Cart' grayed out for all personalized ornaments? It does not say out of stock.
A: You must first enter the information you would like personalized on the item. After you have entered that click preview personalization and then confirm personalization. You will then be able to add the item to your cart.
 
Q: Is there any way a regular item can be personalized? Like the Carousel Horse Ornament?
A: We are sorry. Unfortunately, items that are not labeled as personalized on our website are unable to be personalized.
 
Q: How do I order a personalized item that can hold 8 names but I only want to add 5?
A: To order an item containing multiple personalization fields with some you would like to leave blank or would not like to fill in, you must enter four asterisks (ex: ****) in the personalization box. Entering four asterisks in the personalization will designate those fields to be left blank.
 
Q: How do I tell if an item can be personalized or not?
A: Only items that have the word personalized in the item name are able to be personalized.
 
Q: Regarding personalized items, can I have my personalization appear elsewhere on the item than what is featured in the product picture?
A:We are sorry. Items can only be personalized the way they appear on the picture of the item unless otherwise designated.
 
Q: Can I expedite a personalized item? Or if I choose expedited shipping on a personalized item what does it mean?
A: Choosing expedited shipping on a personalized item does not expedite the personalization process. We are unable to expedite the personalization process. However, if you choose expedited shipping for a personalized item, the item will ship expedited once the personalization process is complete.
 
Q: I was curious if I am able to view how the personalization will look on an item through the website?
A: For most pieces, you can preview your personalization before purchase. On some items, that feature is not available.
 
Q: Can any of the Personalized Ornaments have First, Second or Third be changed? For instance I like the Blue Elephant but I need it to say 2nd Christmas not First.
A: Each personalized item has a specific amount of characters the item can hold. Some personalized items may already have a phrase on them such as, Baby's First Christmas and this cannot be changed.
 
Q: How do I order monogrammed nameplate?
A: To order a monogrammed nameplate you simply just type nameplate in the search bar located at the top right corner of the navigation window. There you can select monogram for the personalization. You may then select to preview the personalization.
 
Q: I am looking for a personalized item with no name printed on it. Can I purchase a personalized item with just the year?
A: Yes, it is possible to purchase a personalized item with just the year printed on it. When you choose your personalization, you can type whatever you would like as long as it fits within the allotted character amount.
If you choose to leave a line blank, you must enter four asterisks (ex: ****) on the line in which you would like no text.
Our vendors are aware that when asterisks are selected, the line will be left blank by our personalization team
 
Q: I ordered a personalized item and received the name spelled incorrectly. How can I get it fixed?
A: Please send us a photo at answers@lenox.com along with your order number or account number and we would be happy to assist you.
 
Q: How long does the personalization process take?
A: Please allow 5-7 business days for the personalization process to be completed and allow additional time for delivery.
 
Q: How do I know if specific products can be personalized?
A: To see if a specific item can be personalized, most items will specify directly in the product name whether they are available to be personalized. For a quick list of items available, visit our Personalized Gifts pages.
 
Q: Can my personalized order be expedited?
A: You may select UPS 2nd day or Next Day shipping methods; however, the processing time of 5 to 7 days to personalize your order cannot be expedited.

Registry

Q: How do I create a registry?
A: Creating a registry is easy. Complete the Create Registry form on My Registry and start adding items to your registry list.
 
Q: How do I find a registry?
A: Finding a registry is easy. Enter the first and last name of the bride or groom on My Registry and start adding gifts from the couple's registry list.

Shipping & Returns

Q: When will my order ship?
A:Orders ship out of our warehouse with in 24-48 hours.
 
Q: Is there anyway for me to track my orders?
A: Click the link along the very top of our website that says Track Orders. You will be asked to enter your order number and zip code. If your items have shipped, there will be a tracking number available. By clicking on the tracking number, you can see how far along the shipping process is and an estimated delivery date.
 
Q: How do I take advantage of the Breakage Replacement Program?
A: You may purchase an item at 50% off the current price provided one is available under our Breakage Replacement Program you may call our customer service department at 1-800-223-4311 and a representative will be happy to assist you.
 
Q: What is your return policy?
A: Lenox will pay return shipping costs for a product that arrives broken or damaged, or is defective in any way, or is not the product that was ordered. You are responsible for return shipping costs if the product is no longer needed or desired or if the wrong product was ordered. No Returns on Personalized items unless damaged in delivery and then Lenox will replace product with a new item upon return of damaged product. All other merchandise, unused / new, may be returned with proof of purchase (order number / receipt) within 120 days.
 
Q: Where do I send my return?
A: If the product was purchased through a retail store or outlet, it should be returned to the place of purchase. If the product was purchased through direct mail or our website, you may send your return to:
Lenox Returns Department
16507 Hunters Green Pkwy
Hagerstown, MD 21740
When returning the item, we suggest you obtain a receipt for your own records, in the event the package fails to reach us.
Lenox will pay return shipping costs for a product that arrives broken or damaged, or is defective in any way, or is not the product that was ordered. You are responsible for return shipping costs if the product is no longer needed or desired or if the wrong product was ordered. No Returns on Personalized items unless damaged in delivery and then Lenox will replace product with a new item upon return of damaged product. All other merchandise, unused / new, may be returned with proof of purchase (order number / receipt) within 120 days. To return an item call us at 1-800-223-4311 for a return authorization number.
 
Q: I did not receive my shipping/tracking information. How can I obtain it?
A: Please refer to your shipping confirmation or you may log on to Lenox.com and click on Track Orders.
 
Q; When you have promotions such as Free Shipping, does it cover Canada also?
A: Thank you for your interest in our company and products; however, we regret to inform you that we are unable to accommodate your request to ship outside of the United States.
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: How long does Personalization take?
A: When you order a personalized item, we please ask to allow 5-7 business days for the personalization process. Additionally, we ask to allow 5-7 business days for shipping.
 
Q: Can I change my method of shipping once I have placed my order?
A: We are sorry. Unfortunately, once an order is place there cannot be any changes or modifications.
 
Q: If I purchased an item through your outlet store, can I return it to you? Can I return clearance items?
A: If you purchased a product through a Lenox outlet store, it must be returned to the store. The same goes for online purchases; The products must be returned to the place of purchase. We do accept clearance items as returns.
 
Q:How do I go about returning an item?
A: To return an item, please contact us at 1-800-223-4311 or info@lenox.com and we would be happy to provide you with a return authorization number. You will need a return authorization number so that we are able to processed your refund as quickly as possible.
 
Q: Do you ship overseas?
A: I am sorry, Unfortunately, due to custom regulations, shipping and insurance costs and international banking regulations, we do not accept or ship orders outside of the USA.
 
Q: In order history, what does it mean by status approved?
A: If your order is showing as approved, this means that it is currently being packed in our Warehouse for shipment. As soon as your order ships, you will receive an email confirmation to track your package.
 
Q: Can I ship to two different addresses?
A: You can only ship to one address per order. Therefore, to ship to two separate addresses, you would need to place two separate orders.
 
Q: Can I return a product back to Lenox that was received broken from Macy's?
A: Unfortunately, all products not purchased directly from Lenox will have to be returned back to the original place of purchase.
 
Q: What carrier is used for shipments?
A: We use the following carriers for shipment: Standard shipping: FedEx Smartpost, Expedited shipping: United States Postal Office, 2nd Day and 1 Day: Fed ex ground
 
Q: How long do the personalized items take to receive?
A: We ask to allow 5-7 business days for an item to be personalized and then an additional 5-7 business days for standard shipping. As soon as your item(s) ships, you will receive an order confirmation to track your package
 
Q: If I buy a product online, can I return it to a store?
A: Our apologies. Unfortunately items need to be returned to the original place of purchase. Therefore if it was purchased online, it can not be returned to an Outlet Store.
 
Q: How long will it take for a backordered item to arrive?
A: This depends on the specific item you have ordered. Please contact us directly at our email: info@lenox.com or call our Customer Service Team directly at 800-233-4311 and we will be happy to look up an availability date provided one is available.
 
Q: What types of shipping do you offer?
A: Lenox offers standard shipping (5-7 business days for non-personalized items), Expedited shipping (3-5 business days), 2nd Day, and 1 Day shipping. For more details, please click the following link: https://www.lenox.com/shipping
 
Q: How do I identify a separate ship to address for each item?
A: You can only place one ship-to address on an order. Therefore, if you plan on shipping to multiple addresses, you will need to place multiple orders.
 
Q: How many days is standard shipping & expedited shipping?
A: Standard shipping is approximately 7-10 business days. We offer expedited shipping as well, which is 3-5 business days depending on which shipping method you choose. To learn more visit our Lenox shipping information, which shows shipping cost details.
 
Q: If I order 3 of the same items, can I ship to different addresses for free shipping?
A: Items with separate shipping address must be entered as separate orders. Separate shipping charges may apply.
 
Q: Do you ship internationally?
A: We are sorry. Unfortunately, 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: 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 below:
https://www.lenox.com/shipping

Shopping Bag

Q: Where do I enter a promotion code?
A: Once you are ready to checkout, please click on the Checkout button located at the top right-hand corner of our website. You will see a promotion code box located on the right side where you will enter today's promo. Please enter the promotion code in all capital letters to apply.
 
Q: How do I remove items from my cart/shopping bag?
A: To remove item(s) from your cart, click the cart icon at the top right-hand corner of the website. From there, you will see a list of all the items currently in your cart. If there is an item in your cart you no longer wish to purchase, click the X Remove button that is located
 
Q: When I enter the promotion code, why does it say my order does not qualify?
A: Make sure to enter your promotion code in capital letters. Please be aware that designer items like Kate Spade, Reed&Barton and Marchesa are excluded from promotions (This is stated upon review of your shopping cart, before checkout.)
 
Q: When placing an order online, is gift wrapping available?
A: When placing an order on our website, gift wrapping is available for $4.95 per item. To have an item gift wrapped, you add it to your cart and then click on your shopping cart in the top right corner of our website. From there, you will see Add Gift Wrap under the product name.
 
Q: How do I order catalog products online?
A: All products you find in Lenox catalogs can be purchased online. The fastest and easiest way to order a catalog item online is:
In the search box in the upper right corner of the screen, enter the 6-digit item number posted in the catalog (with or without the H that follows it)
Click Add to Cart - The item will automatically be added to your shopping basket.