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Care Advice & Repairs

  • Barware & Tableware

    Barware & Tableware

    To use baccarat crystals long term


    Baccarat crystal is a delicate material. Please note that it may be damaged by vigorous contact with hard objects, repeated small impacts, strong pressure, and exposure to sudden temperature changes.


    How to store glasses


    When you store glasses, please store them upright or store them in the baccarat's red box.

    When you store plates in the pile of plates, you can prevent scratches by putting a cloth between them.

    The surface of products could get white stains if the products have not been used for a long time.

    It may be becasue a little dusts are attached and that can be easily removed most of the times by washing and wiping the products.


    How to wash the glasses

    By hand


    To wash the glasses, wash with warm water below 40 ° C, a soft sponge, and a neutral dishwashing detergent that does not contain abrasives.

    Wipe off the water immediately after cleaning the glass. Use a soft cloth for wiping and polishing. Baccarat also sells cloths for cleaning the glasses.

    To prevent damage, the glasses should be washed separately with warm water and cleaning supplies * that do not scratch the surface. We recommend using a dishwasher detergent tablet that is gentle on the skin and can be used for hand washing. When you rinse the glass, hold the glass upside down and rinse it in the order of cup, stem, and foot.


    With a Dishwasher

    Crystals are delicate. We recommed hand washing to avoid any damages to the products.

    "When using an automatic dishwasher, wash with a weak stream water and make sure the water tempreature won't exceed 40 ° C. To prevent the glasses from moving or colliding with each other, put the glasses with spaces between them.

    Water scale could remain on the glasses when they are dried in the dishwasher. We recommend that you do not leave the glasses in the dishwasher to dry. Please wipe off the moisture with a cloth.

    Please do not use the dryer of dishwasher either. "


    How to dry and wipe glsses


    "To drain the water, put the glass on a towel or absorbent kitchen paper, or hold the glass by the stem to avoid excessive pressure on the glass and wipe the glass gently to remove water.

    Be sure to use good quality cotton towels or linen towels that are lint-free (no fuzzy). Be sure to store the glasses in the original box or put them upright with the glasses mouth up to prevent them from colliding with each other."




    "The decanter must be cleaned and stored without the cap so that it is exposed to the air.


    To remove any moisture remaining in the decanter, leave it in an elongated absorbent kitchen paper for about 10 hours.


    * If the decanter surface becomes cloudy, add a pinch of crude salt to 0.5 liters of distilled vinegar, pour it in the deaacanter, shake well, then rinse with warm water several times."


    "When you clean the products which has a small opening and you cannot put your hands or sponges in, we recconmend to use a sponge for plastic bottles or water bottles with narrow mouth.

    You can also use a fine brush for calligraphy to clean small parts.

    Please use a soft sponge not a hard brush to avoid scratching the surface of the crystal, and the sponge that doesn't have a metal wire."


    If the crystal is cracked


    "We do not accept crystal repairs due to the risk of further damage.

    Please stop using the cracked products as small chips may cause major damage. Also, please be careful with the cracked part as the cracked part could become sharp."


    If the glass gets white scale


    "Mineral components contained in water may remain white stains in the glass when the water evaporates.

    In order to prevent that, wash the glass quickly after using it and wipe it off immediately without leaving any water.

    Even if the glass gets white scale, it can be removed by cleaning it again most of the times, but if it cannot be removed and it's difficult to remove, you can soak it in warm water at 40 ° C with warmed vinegar for about 10 minutes. (Please make sure not to do that to the products that have been gold-colored or lacquered.)"


    How to use the glass


    Is it okay to pour hot tea in a glass?


    "You can pour hot drinks If you warm the glass gradually and avoid sudden temperature changes.

    First, put a glass in water at about 40 ° C to warm the glass a little, and then pour hot drink such as tea. Drinks should not be too hot.""


    Is it okay to put it in the microwave, refrigerator or freezer?


    Do not put it in a microwave oven, refrigerator or freezer as there is a risk of damage due to sudden temperature changes.

  • Jewelry


    Like other precious jewelry, Baccarat jewelry requires special attention.
    Crystals and fine pearls and precious pearls are both vulnerable to large and repetitive impacts, so it is advisable to avoid contact with other jewelry that can damage your jewelry.
    Also, avoid contact with substances such as perfumes, lacquers and detergents that can spoil the shine of your jewelry.
    To keep your jewelry shining, tis advisable to wipe the surface with a soft cloth.

  • Decoration




    "The way to clean the vases is the same way as glasses.

    To keep the crystals beautiful for a long time, it is recommended to remove the flowers every day, wash the vase and replace the water.

    Be careful not to damage the surface of the crystal, when you use the vase to put the plants with hard and sharp branches. You can also cover the inside of the vase with a transparent wrapping film to protect the inside of the vase from getting the scraches.


    It may damage the crystal and leave a line of scale on the top of the vase If you leave hard water for a long time.

    If the vase is heavy and large and difficult to move, it is recommended to add water everyday or add a few pieces of ice cubes instead of filling it with water."


    How to care products with small opening


    "When you clean the products which has a small opening and you cannot put your hands or sponges in, we recconmend to use a sponge for plastic bottles or water bottles with narrow mouth.

    You can also use a fine brush for calligraphy to clean small parts.

    Please use a soft sponge not a hard brush to avoid scratching the surface of the crystal, and the sponge that doesn't have a metal wire."


    Decorative objects


    "To keep the shine, please use a soft cloth for cleaning.

    If you use an antistatic agent, it will be less likely to get dusts."

  • Lighting


    For the maintenance of very large chandeliers, please leave it to an experienced specialist who can disassemble the chandelier, clean each part and reassemble it.


    Small and medium chandeliers should be dusted regularly to avoid extensive cleaning.

    Gently wipe the crystal parts (pearls and ornaments) with alcohol-soaked cotton gloves.

    Alcohol evaporates quickly, so be sure to squeeze the alcohol into your gloves from time to time. The results of this care are staggering, but alcohol is extremely flammable and should never be cleaned in a hot place.


    Do not use melted wax to stand candles on the candle stand.

    We recommend using candles that do not drip.

    If the wax hardens in the candle stand, gently wipe it off with lukewarm water or alcohol.

    Also, be careful not to burn the candles to the end (leave about 3 inches). Contact with flames can cause the crystal to burst.



  • Purchase

    For the purchase method, see the product page on the website, select the product, proceed to the cart, enter the necessary information (delivery information, payment information, etc.), and confirm the completion of payment.


    ・ Although we strive to secure the inventory of products that can be purchased on our online shop, we cannot guarantee that all products will be in stock.
    ・ You can check the availability of each product on the product page.
    ・ If the product is out of stock, you can set it so that you will receive a notification email the next time the product is in stock. Please contact the Customer Service Center for more information.


    ・ There is no limit on the amount and quantity of one order, but it will be within the limit for the credit card payment used by the customer.
    ・ Depending on the number and amount of your order, our customer service team may contact you for confirmation.


    ・ The delivery address can be specified only for addresses in Japan.
    ・ For security reasons, we may cancel your order if you use the baggage forwarding service to an address outside Japan. Please note.


    ・ When your order is confirmed, we will issue an order number confirming that we have accepted your order after normal fraud prevention and credit check. ・ Be sure to save the order number as it will be needed for reference and when making inquiries.
    ・ After your order is confirmed, our online boutique will send an order mail to the registered address by email.
    ・ At our discretion, if the item you ordered is out of stock, if your payment is not approved, or if you do not meet the eligibility requirements stated in our Terms of Sale. We may not be able to accept your order.


    ・ All prices displayed in our online shop are prices including tax, the currency is Japanese yen, and payment is also subject to this condition.


    ・ Noshi and wrapping other than ribbon wrapping are not available at the online store.
    ・Please note that our boutiques don't offer engraving service for the items purchased on our online store even if you bring them to our boutiques.

  • Payment

    ・For orders placed at our online shop, we only accept credit cards as the payment method.


    -Payment by credit card
    ・ Only MasterCard, VISA, JCB, AMEX and MasterCard are accepted as credit cards.
    ・ Payment can only be made in one lump sum.

    ・ In order to authenticate the settlement of accounts with a credit card, a check to prevent fraud may be carried out in order to prevent fraudulent use of the card.


    ・ All card payments using our online shop and customer center will be processed properly through Cybersource, an international payment agency.
    ・ We use a secure online payment gateway and handle your card details encrypted in a secure hosting environment.
    ・ Your card information is kept safe by Cybersource, and our website does not hold any of your card information.
    ・ The customer is the legitimate owner of the card used for payment and confirms that the card information is correct.
    ・ In order to authenticate the settlement of accounts with a credit card, a check to prevent fraud may be carried out in order to prevent fraudulent use of the card. If you cannot confirm your identity through the credit card company, it may take some time before the product is shipped. Please note.
    ・ If you use a credit card issued overseas at the time of payment, it may take some time before the product is shipped to confirm your identity. Please note.

    -Cash on delivery payment
    Please pay the person in charge of the delivery company when the product arrives.
    When paying by cash on delivery, a handling fee of 440 yen (tax included) is required in a lump sum.
    The maximum amount of cash on delivery is less than 300,000 yen including tax.
    Please note that you cannot choose cash on delivery if the billing address and the delivery address are different.
    In addition, please note that you cannot pay by credit card at the time of cash on delivery, only cash payment.

  • Cancellation

    ・ Orders can only be cancelled within 3 hours of placing the order. If you wish to cancel your order, please call our customer service
    by phone (03-4579-6135 weekdays from 10:00 a.m. to 6:00 p.m.)
    Or, please contact us by using the contact form, providing your order number.
    ※If you reply to the order confirmation e-mail, we may not be able to receive your e-mail, so please be sure to contact us at the above e-mail address.
    We apologize for the inconvenience, but you can either cancel your order or place new order again on our website.
    Alternatively, please request direct forwarding to the nearest sales office of Sagawa Express based on the slip number written in the shipping completion email.
    * Additional fees may be charged when requesting transfer at the shipping company’s office. For more information, please contact the nearest Sagawa Express office.



  • Delivery

    ・ Our online shop entrusts order delivery to Sagawa Express.


    ・ Online orders are packed and delivered for each order, and cannot be packed with another order or shipped separately within one order.
    ・ Please be aware that there may be multiple deliveries depending on the size and quantity of the items ordered at one time.
    ・ Please note that If multiple orders with the same billing information and delivery address information are delivered on the same date and time, we will pack multiple orders on one cardboard at our decision. In that case, we will contact the customer individually, and after shipping the product, we will refund the duplicate shipping fee to the customer's credit card. If you do not need to pack your orders together, please contact our customer service team within 3 hours of placing your orders.


    ・ Orders will usually be shipped 1-2 business days after the date you place your order.
    ・ Orders placed before 15:30 during weekdays will usually be shipped the next business day.
      * Depending on the stock status, it may take some time before shipping. In that case, we will contact the customer by phone or email.
    ・ Our business days is from Monday to Friday except holidays. We will notify our business days during the Year-end and New Year holidays on our website.
    ・ We accept online orders 24/7.


    ・ The lead time from shipment to delivery to the delivery address specified by the customer is the standard delivery lead time of Sagawa Express.
    ・ We apologize for the inconvenience but we do not accept the overseas forwarding services.


    ・ The shipping fee is 700 yen nationwide, including isolated islands.
    ・ For large items and items in wooden boxes that cannot be delivered by Sagawa Express, a separate shipping fee will be charged, so please contact the customer center.


    ・ All products will be shipped with ribbons.
    ・ Wrapping with Noshi or other wrappings are not available at our online shop.
    ・ We will ship the same number of shopping bags (the size that matches the ordered product) for the number of items ordered.
    ・ We will handle the product with the utmost care, and in order to avoid damage during shipping, we will ship orders with appropriate cushioning materials, and attach the ""Fragile"" sticker.
    ・ After delivery, please be sure to check the condition of the product before use (* including cleaning the glass).


    ・ A delivery slip that doesn’t have the payment amount is in the all package.
    ・ We cannot accept individual requests such as non-attachment of delivery note.


    ・ Please contact our customer service team by phone or email (TEL: 03-4579-6135 Reception hours: Weekdays 10: 00-18: 00 or email: if you wish to receive an invoice. Please tell us below if you call us or write below o your email if you contact us by email. We will send the invoice in PDF to the email address you entered when ordering 。
     1. Order number
     2. Invoice address
     3. Receipt proviso

    * If you wish to receive your invoice by mail,
    In addition to 1 to 3 above.
     4. Shipping address for an invoice * Please be sure to write from the prefecture.
     5. Receiver’s name
    Please add and write ""Request for shipping by mail"" to customer service when you contact us.
    During busy holiday seasons and other busy times, it may take more time than usual to issue an invoice.

    * When paying by cash on delivery
    If you use cash on delivery, the cash on delivery receipt issued by the delivery company will be the original receipt.
    If you wish to receive a receipt issued by us, you will need to return the cash on delivery receipt of the shipping company (original only, copy not allowed) to us. As soon as the cash on delivery receipt arrives at our shop, we will send the receipt to the customer.
    Please write 1 to 3 above and contact our customer service team.




Returns / Exchanges

  • Return information

    About returns

    ・ Please note that we do not accept returns or refunds.
    ・ Products purchased at our online store cannot be returned at our retailers including stores in a department store.


    [About exchange]

    ・ If you wish to exchange your purchased item (except the situations below), please contact our customer service team (phone 03-4579-6135, weekdays 10: 00-18: 00, excluding weekends and holidays) within 14 days after your order is delivered. :
    After that, we will send you the ""Exchange Application Form"" in PDF by email or by mail. Please fill it out and return the form with products in an original package within 14 days. After confirming the condition of the returned product, we will proceed the exchange procedure. Please note that we may not be able to meet your request depending on the condition of the product. In addition, please note that we may not be able to meet your request for replacement as the stock is limited. If any of the following applies, we will refuse the exchange.

    • 1. If 14 days have passed since the item is arrived
      2. If it has already been used (including cleaning the glass), or if there is evidence of use after delivery.
      3. If some of the items returned or accessories are missing
      4. If the red box is not included
      5. If the required documents are not enclosed in the package
      6. If you have exchanged once

    As a general rule, it can be exchanged only once.

    ・ After receiving the product, be sure to check the condition of the product before using or cleaning it. If the product is defective, please contact our customer service team (phone 03-4579-6135, weekdays 10: 00-18: 00, excluding weekends and holidays, email: by phone or email. Please note that we do not accept orders after the product has been used (* including glass cleaning) or after 14 days have passed since the product was delivered.

    ・ If a cleaning mark or a usage mark is found as a result of our detailed inspection after the product is returned, we may be forced to return the product to the customer's return address. Please note.

    ・ As a general rule, we accept exchanges (products of the same price as purchased products). We also accept exchanges for products with higher prices. In that case, you will be required to pay the difference between the newly selected products with your credit card. Please note that the difference may change if the price is revised during the exchange procedure. For detailed procedures, please contact our customer service team (phone 03-4579-6135, weekdays 10: 00-18: 00, excluding weekends and holidays, email:


    [About shipping fee for exchanges]
    ・ For exchanges at the convenience of the customer, the shipping fee to return the item has to be paid by the customer. When you return an item to us, please contact our customer service team and fill out the exchange application form sent by mail or email. Please return the item as it arrived to you (see below for contents). If the returned package has insufficient items, we may refuse to exchange it.

    [* Shopping bags and message cards are not attached when the product is redelivered so please keep them.]

    ① Unused products

    ② Red box, ribbon

    ③ Exchange application form for purchased products

    ④ Delivery note

    ⑤ Instruction manual (It may not be sent depending on the purchased product. Please send it only if there is one.)

    ⑥ Invoice (Please send only if you requested us to issue it.)

    ⑦ Serial NO certificate (It may not be sent depending on the product. Please send it only if it is available.)


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