Overview
I want you to be completely happy with anything you buy from my website. If however, you are not happy with what you receive, you may return it at any point within 30 days of your order being dispatched for a full refund. You do not have to give me a reason, but I would really appreciate it if you can!
You are responsible for the cost of return shipping. Please note that you must return the item packaged well enough that it is not damaged in transit. Items that are damaged when they arrive back with me will be partially refunded, less the cost of producing the item. You are very strongly encouraged to use a tracked service for returns, as I cannot be held responsible for items lost by mail carriers.
Please see below for my policy on breakages
Breakages and Replacements
Every item I make is made to last. Once worked, my glass is annealed (re-heated and then very slowly cooled) to remove the stresses caused by its creation and shaping. As such, breakages are rare, but they do happen.
If your item is damaged in transit, please let me know as soon as you receive it. It would help me if you can take a photo of it damaged in its packaging as you have opened it but I appreciate this isn’t always possible – I will need a photo of the damage anyway. You may then either keep the item and I will issue you a 25% refund, or you may return it for your choice of a full refund or a replacement.
Please note that one of a kind items cannot be precisely replaced but I will do my best to reproduce the original item, or you may select an alternative piece. Where the price of your chosen alternative is lower than the original, I will refund the difference. If higher, I will ask you to make up the difference in cost.
If an item is destroyed or damaged such that it is unusable during transit you are entitled to a full refund without the need to return the pieces – again I will ask you to show me a photo of the damage. If part of a set is destroyed in this manner I will treat the set as ‘damaged in transit’ and follow the policy above.
If you’ve had the item a while and it breaks I am always happy to try and make you another as close to the original as possible. Just drop me an email or use the contact form. Photographs of the original are very helpful for this, and please note this will be charged and shipped at full price.
Refunds
Once your return is received I will issue your refund to the original payment method used. Please note that it is not possible (actually, its not legal) to issue your refund to a different payment method. In the event that I cannot refund to the original payment method, I am only able to offer you store credit
Need help?
Contact me at entrancedglass@outlook.com or use the Contact Form on the website for any questions or to request a refund or replacement in accordance with the policies above.