What is your Returns Policy?
Please ensure you choose the correct item when ordering, as no returns or exchanges will be accepted unless you have received an incorrect or damaged item. Please also ensure that you thoroughly hand inspect all products once received for breakages, faults or incorrect/missing items and contact customer care with a photo of what was received. If you do not report any problems with your item when you receive it, we assume that you received it in good working order without damage. We take no responsibility in providing refunds, exchange or credit for items that you have damaged or broken yourself after the fact. We also cannot accept returns for items that have been used.
I’ve received an incorrect item/my item is missing!
If you have received an incorrect item, we'll pay the return shipping costs and re-ship the correct item free of charge.
The product is not what I hoped?
Due to the individually hand blown nature of our products, slight colour and size variations may occur. If you have changed your mind, or are unsatisfied with the product, you may return post the product to us at your cost for a full refund, exchange or store credit upon us receiving the returned product in original, unused condition.
What do I do if I receive a faulty/broken/incorrect product?
We apologise if you have received a product that has either broken in transit, is faulty or you have received an incorrect product. Despite our diligence with packing, we cannot fully prevent breakages. The day that you receive your order, please contact us immediately with a photo of what you received, the box it came in and the address label. Please do not use the item and don't attempt to fix it. We cannot accept returns for used or repaired items. There are zero exceptions to this rule - it's against federal law!
If the item passes our first visual check we will send you detailed instructions on how to return the item.
You've got three options for how you'd like to proceed from there.
1. We can easily swap or exchange out your return for a new item, new item colour etc.
2. We can issue you a store credit for your return.
3. We can issue a complete refund.
If you have received an incorrect or faulty item, please contact us via live chat, or email us at firstname.lastname@example.org and we will arrange for the correct item or replacement to be sent immediately.
How long will it take for me to receive my refund?
If you have received a faulty product and a replacement is not available, you should expect to receive your refund within three weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).