Shipping & Returns
- Your order number
- The product(s) you would like to return
- The reason for return
- Items must be returned unused and in their original packaging.
- You are responsible for the cost of the return shipment unless a returns label is provided.
- We advise using a tracked service to ensure your return makes it back to the brand safely, so please retain your proof of postage and also include your sending address on the parcel in case of any issues with delivery.
❗ Important: If you are returning an order from the US, you will need to include a customs form with your return and mark it as 'Returned goods'. - Your order number
- A detailed description of the damage or fault
- Photographs of the damaged or faulty product, interior packaging and exterior packaging from a variety of angles
❗ Important: Without evidence we may not be able to offer a replacement or refund as this is required in order to verify the damage or fault, and to raise a claim with the courier. - a) If you choose a refund, you will be refunded in full as soon as we receive satisfactory evidence of the damage or fault. If the brand would like the damaged or faulty product returned to them, you will be refunded once it has been returned.
- b) If you choose a replacement, it will be sent out as soon as possible*. If the brand would like the damaged or faulty product returned to them, we will arrange this in conjunction with your replacement.
*Please note replacements are subject to availability and may result in an additional lead time if the item is made to order.
Shipping
WHERE DO YOU SHIP TO?
We currently ship to the UK and US, but hope to open up to other markets soon. Be sure to sign up to our newsletter in the footer of our website to be one of the first to find out when!
If you're based outside of the UK or US and are interested in placing a trade or original art order, please email us on [email protected] and we will take it from there!
❗ If you're based in the US, import duties or taxes may be applicable. For more information, see our article on How will I know if I need to pay import duties or taxes?.
HOW MUCH DOES SHIPPING COST?
As a marketplace, all products are dispatched by our brand partners and shipping rates vary depending on the brand. This means there may be multiple shipping charges applied at checkout as you will be charged per brand you order from, rather than one fixed rate.
WHAT SHIPPING METHOD DO YOU USE?
All of our brand partners ship orders using their chosen courier, and we ask that they use a tracked service where possible.
While many of our brand partners use next-day delivery services, we don't currently offer an expedited shipping option. If you need your order by a particular date, please email us on [email protected] and our customer team will do their best to help you!
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
Dispatch and delivery times vary, please use the below as a guide:
Ready to order products: Our brand partners will typically aim to dispatch your order within 72 working hours. Most couriers aim to deliver within 1-2 working days in the UK, and within 1-8 working days in the US, though this can be longer in case of customs delays.
Made to order products: Please refer to the product page for more details on lead times.
HOW WILL I RECEIVE MY ORDER?
Each of our brand partners will prepare and ship your products to you directly, so if you order from multiple brands, you will receive your order in separate deliveries.
WHAT HAPPENS IF MY ORDER ARRIVES DAMAGED OR FAULTY?
In most cases, we will offer to replace or refund damaged or faulty items. For more information on this, see our Damages, Faults and Loss section in our Help Centre.
OTHER QUESTIONS?
If you have a specific question about your order which isn’t answered here or in our Help Centre, email us on [email protected] and we’d be happy to help!
Returns
WHAT IS YOUR RETURNS POLICY?
We kindly ask you to notify us within 14 days of receipt if you would like to return all or part of your order. You will then have a further 14 days to send the product(s) back to the brand after receiving a response from us. Please see How do I return an order? in our Help Centre for more information or follow the instructions below.
Please note original art and made to order products can't be returned. For more information on this, see What products are not eligible for a return?.
HOW TO RETURN A PRODUCT:
1. Email us on [email protected] within 14 days of receipt with the following:
2. We will provide you with the return address. If you are returning multiple products to different brands, you will be advised exactly which address to return the products to.
3. Package the product(s) securely and send back via your chosen courier. Please note:
4. Your order will be refunded back to the original payment method (including gift cards) once it has been safely received and we have been notified by the brand.
Please note your refund won't include the outgoing shipping costs already paid unless your products arrived damaged or with a fault. For more information on damaged or faulty goods, see our section on Damages, Faults and Losses.
PRODUCTS NOT ELIGIBLE FOR RETURN
Original art and products that are made, finished, or printed to order are non-returnable and non-refundable. This means we aren’t able to accept a return or cancellation request as the item you ordered will have been made for one of our Art Kiosk drops or especially for you.
When a product is an original piece of art or made to order, it will be noted as such on the product page or have a lead time so keep an eye out when browsing!
If an original piece of art or made to order product arrives damaged, is faulty, or not as described, we will honour our returns policy or arrange for a replacement to be sent to you.
If you have any questions about whether a product is eligible for return, please email our team on [email protected] for more information.
EXCHANGES
We're not currently able to offer direct exchanges with our brand partners unless an item is incorrect or faulty. We also can't offer credit notes for any products ordered through Glassette.
If you would like to request a return and place a new order for a different product, please follow the return instructions under How do I return an order? and we can advise from there!
LIABILITY
Please note that you, the customer, are responsible for the safe return of product(s) to our brand partners. We are therefore not liable for any mishandled products or damage caused by poor packaging upon return to the brand.
For more information on damaged or faulty returns, see our Damages, Faults and Loss section.
Damages & Faults
WHAT HAPPENS IF MY ORDER ARRIVES DAMAGED OR FAULTY?
Though our brand partners take great care in checking products and packaging orders before dispatch, accidents can occasionally happen. In the rare occurrence that an order arrives damaged or has a fault, please follow the instructions below.
Please note we are only liable for damages made in transit from our brand partners to your chosen shipping address. We can't take responsibility for damages made to products after use, on your return to the brand, or in further transit (e.g. a forwarding service).
HOW TO REPORT A DAMAGED OR FAULTY PRODUCT:
1. Email us on [email protected] within 72 hours of receipt with the following:
2. We will be in touch to confirm if you would like a refund or replacement, and arrange this accordingly with our brand partner.
3. Keep the damaged or faulty product and packaging until we confirm what to do with it. The brand may wish to receive it back, or the courier may ask to inspect it as part of an insurance claim. If the product is irreparable or not in a suitable condition to return (such as broken glass), we will ask you to safely dispose of it.
All return and redelivery fees will be covered by us or the brand in these instances.
DAMAGES OR FAULTS AFTER USE
Any damage sustained to a product after use won’t be liable for a refund or replacement.
However, if you notice a fault with your product within the first 30 days of use, please follow the steps outlined in What happens if my order arrives damaged or faulty?. If there is no evidence of mishandling or poor treatment, we will arrange a full refund or replacement.
DAMAGES OR FAULTS UPON RETURN
Please note it is the responsibility of you, the customer, to arrange the safe return of any product to our brand partners. If a product is returned to a brand damaged, with a fault or in a condition different to how it was received, we are not liable to issue a refund or replacement, and may arrange to return the product to you.
We ask you to carefully package all products in their original packaging, and consider the means of transit to ensure your return arrives in the same condition it was received.
We always recommend using a tracked shipping method and retaining proof of postage so that you can trace your return and / or raise a claim with the courier should there be any issues.
Lost & Missing Orders
WHAT HAPPENS IF MY ORDER IS LOST OR MISSING?
If your order does not arrive within 1 week of dispatch, please check the tracking number in the shipping notification we emailed you for more information. In most cases, you order will have been delivered to a collection point or is being held for redelivery.
Please ensure you check the safe places outside your property and with any neighbours too.
If you haven't received your order and the tracking information hasn't updated since it was dispatched, please email us on [email protected] as soon as you realise so we can look into it and speak to our brand partner who can open an investigation with the courier.
We ask that you kindly bear with us while the courier looks into the whereabouts of your order. In the event the courier is unable to locate it, we will offer to replace or refund your order.
❗ Please note we're not usually able to arrange a replacement or refund until we have received an update from the courier as orders are often found and delivered after an investigation is opened.