Refund Policy

01 When Refunds Are Available

We assess refund requests according to the condition of the goods, the circumstances of the order and applicable consumer law. Depending on the circumstances, a refund or another suitable resolution may be available where:

• An item arrives damaged or broken.
• You receive an incorrect item or an item that does not match your order.
• An item is faulty or does not conform to the contract.
• You cancel an eligible online purchase within the applicable statutory cancellation period.
• A refund is otherwise required under applicable law or agreed with our customer service team.

The available resolution may depend on the circumstances. Where appropriate, we may offer a replacement, repair, partial refund or full refund in accordance with applicable law.

02 Order Cancellations

If you wish to cancel an order that has not yet been dispatched, contact customer service as soon as possible. We will check the order status and confirm whether cancellation is possible before dispatch.

If the order has already been dispatched, you may need to follow the returns procedure below, subject to your statutory cancellation rights.

For most goods purchased online by consumers in the UK, you generally have 14 days from the day after receiving the goods to notify the retailer that you wish to cancel. You then generally have a further 14 days after notifying the retailer to return the goods. Certain legal exceptions may apply depending on the product and circumstances.

To exercise a cancellation right, please send a clear statement that you wish to cancel your purchase. You do not need to provide a reason where the statutory right allows cancellation without one.

03 Return Conditions

If you are returning an item, please pack it securely to minimise the risk of breakage during transit. Where possible, use the original packaging and include the relevant order information.

• Include your order number or other information that allows us to identify the purchase.
• Package glassware carefully with suitable protective materials.
• Use the return instructions provided by customer service.
• Keep your proof of postage or tracking details until the return has been resolved.

For a change-of-mind return, you may be responsible for the direct cost of returning the goods where the law permits this and you were informed of that responsibility before purchase.

Where an item is faulty, damaged, incorrect or otherwise not as required by law, we will explain the appropriate return or resolution arrangements. You should not incur return costs that we are legally required to bear.

04 Damaged or Incorrect Items

Glassware needs careful handling. If your order arrives broken, damaged or incorrect, please contact us as soon as reasonably possible so that we can assess the issue.

Where available, please provide:

• Your order number.
• A brief description of the issue.
• Clear photographs of the item and any visible damage.
• Photographs of the outer packaging if it was damaged in transit.

We will review the information and explain the next steps. Depending on the circumstances and your legal rights, we may arrange a replacement, refund or another suitable remedy.

Please retain the damaged item and packaging until we have advised whether they need to be inspected or returned. Do not handle broken glass without appropriate care.

Your statutory rights relating to faulty or misdescribed goods are not reduced by any request to notify us promptly or provide photographs.

05 Refund Processing and Arrival Time

These are our intended processing and estimated arrival times, not a guarantee that every bank will complete the transfer within that period. If your refund has not appeared after the expected timeframe, please check with your payment provider or bank first. You can then contact us if further assistance is needed.

Refunds are normally issued to the original payment method used for the order. We may ask for additional information where reasonably necessary to verify the transaction or prevent a refund from being sent incorrectly.

Where statutory cancellation rules apply, we will process refunds within the time required by law. For a standard cancellation, this is generally within 14 days of receiving the returned goods, receiving evidence that the goods have been sent back, or receiving the cancellation notice where no goods need to be returned, whichever applicable condition is relevant. We may be permitted to withhold a refund until the goods are returned or evidence of return is provided.

Where the law requires us to refund the standard delivery charge for a cancelled order, that charge will be included. Any additional delivery charge chosen by you beyond the least expensive standard delivery option may not be refundable where the law permits this.

06 Refund Amounts and Deductions

Where a full refund is due, we will refund the amount required by the applicable terms and consumer law.

For a change-of-mind cancellation, the law may permit a deduction for any diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. We will not make such a deduction where it is not legally permitted.

We will not use this provision to remove your rights regarding goods that are faulty, damaged or not as described. Any deduction will be assessed in accordance with the applicable legal requirements and the circumstances of the return.

07 Exceptions and Statutory Rights

Some purchases or circumstances may be subject to exceptions to the usual online cancellation right. Whether an exception applies depends on the nature of the goods, the contract and the applicable law.

Nothing in this policy excludes or limits any statutory rights you may have in relation to faulty goods, goods that are not as described, delivery obligations or other consumer protections.

If you are unsure whether your purchase qualifies for a cancellation or refund, please contact us before arranging a return.

08 Orders That Have Not Arrived

If your order has not arrived within the expected delivery period, please check any tracking information supplied with your order and contact us if you need assistance.

We will review the available delivery information and explain the next steps. If an order is confirmed lost or delivery has not taken place within the period required by applicable law, we will work with you to provide the appropriate remedy.

09 How to Request a Refund

To request a cancellation, return, replacement or refund, contact our customer service team through the contact details published on our website.

Please include the following information where possible:

• Your order number.
• The item or items concerned.
• The reason for your request, where relevant.
• Photographs or supporting information if an item arrived damaged or incorrect.

We will review your request and explain the available options and any next steps. Providing this information helps us identify your order, but it does not remove any statutory rights you may have.

10 Changes to This Policy

We may update this policy when our products, services or legal obligations change. The current version will be published on this page and takes effect immediately upon publication, unless a different effective date is expressly stated.

The version applicable to your order will be considered alongside the terms agreed at purchase and your statutory consumer rights.