Shipping Policy

Production time

Standard production is about 2 weeks from the moment you approve your mockup (faster turnaround available with express shipping). Production starts at approval, not at first enquiry. Kiln-fired decoration adds a firing cycle, which is already allowed for in that estimate.

Express turnaround

Openings, launches and events work to fixed dates, so tell us the date when you request the quote. We confirm in writing whether it is achievable before you pay.

Delivery

Glassware ships double-boxed with cell dividers, and larger orders ship palletised. Glass is heavy, so freight is a real component of the cost — ask about consolidating a multi-site order into one delivery. Tracking is sent as soon as the shipment leaves.

Breakage in transit

It is rare and it is not your problem. Photograph the carton before unpacking further, send the photos, and we remake the affected portion. Do not discard the packaging until the claim is settled.

Lost or damaged shipments

If tracking stalls or a pallet arrives damaged, send photos and we open the carrier claim and remake or refund the affected portion.