Terms & Conditions

Payment

For online orders placed through our website we use the Stripe platform for credit/debit payment processing.

For bespoke orders, once we have agreed the amount payable you can pay either by bank transfer (we will supply you with our bank account details) or we can email you a link for secure online payment by credit/debit card via the Worldpay platform. For bespoke orders we will ask for an initial deposit before we commence any design work, and then for the balance to be paid once the design is finalised and prior to creation of the actual piece.

Payments must have cleared before items can be despatched, or any bespoke work commenced.

Delivery

We select the most appropriate method of delivery for each order, taking into account the size, weight and nature of the item. We aim for this to be as cost effective as possible, but glass is of course a fragile material - and in order to ensure safe transit the cheaper delivery services are not usually the best option.

For small pieces such as tealight panels or splashback samples we will usually use Royal Mail ‘Special Delivery’ or .Signed For’. For large items such as splashbacks and wall hangings we use the services of a specialist independent courier who transports the goods personally.

Items should be inspected upon delivery. We do package all orders extremely well but in the unlikely event of any damage, it must be reported to us immediately. Our independent courier will unwrap splashbacks or wall hangings for you to check in his presence and any damage should be noted and pointed out to him at this time.

We cannot accept claims for any damaged items more than 24 hours after delivery.

International Orders

We can send our glass work anywhere in the world. We will select the most appropriate method of delivery according to your location and the type of item being ordered. If you are located outside of the UK and would like a delivery quotation please contact us.

Import Taxes

You may be liable for duties and taxes and any other costs associated with the importing of your item once it arrives in your country and this will be your responsibility to pay.

Timescales

Unless otherwise stated, for items purchased from the online shop, if they are in stock we will aim to despatch within 1-2 business days. Items in the online shop which need to be made-to-order will say so, and a typical lead time given, within the product description.

For bespoke commissioned work we will discuss timescales with you when you place the order. This will typically be 8 to 12 weeks but it does depend very much on the nature/complexity of the commission, and how quickly you respond to us at each stage of the design. We will provide regular updates regarding progress.

If you have a particular deadline please let us know and we’ll let you know whether this is achievable.

Buying as a Gift

Please let us know if the item you are purchasing is to be given as a gift and wherever possible we will package the item suitably in a separate box within the outer packaging. If you would like us to send the item direct to the recipient we can do so, and also enclose a personal note from you – just let us know by providing the details at the checkout stage.

Returns/Exchange

In accordance with the UK regulations, if you order a ready-made item from our website you have the right to change your mind and cancel your order for up to 14 days after receiving it. If you wish to return an item for a refund or exchange you must tell us this with 14 days of receiving it; you then have another 14 days to return it. You will need to return it to us at your own cost and it must arrive with us in its original perfect condition. We will then refund you (or exchange the item) within 14 days of receiving the return from you. Items in our clearance sale which are described as ‘seconds’ and are therefore faulty are not returnable if you change your mind.

If your item arrives damaged, we will offer a refund or replacement. Please unpack and check your item immediately upon receipt and let us know within 24 hours of delivery if the item has been damaged in transit.

Any items which have been made-to-order such as bespoke commissions or items which have been personalised for you in anyway are not returnable unless they should arrive damaged - in which case we will provide a replacement as soon as possible.

We aim for all our customers to be completely delighted with their glass work; if you do have any queries when you receive it please contact us straight away so we can discuss it.

Cancelling a Bespoke Order

When you place a bespoke commission order, we will ask you to pay a deposit to reserve your place in our order schedule. If you change your mind and cancel your order within 7 days we will return your deposit in full – provided that we have not commenced work on the commission or ordered any materials for the project. If you cancel the bespoke order after 7 days we reserve the right to retain your deposit in full.