Shipping & Returns.
Returns.
Customer satisfaction is of ultimate importance to Urquhart Glass. Please contact via email, quoting your order number, if you are not satisfied with your purchase. Urquhart Glass will be happy to exchange or refund your item within 14 days of your receipt. Items being returned must be in perfect condition, in its original packaging and at the customers own expense, unless the item is faulty or incorrect. Urquhart Glass highly recommend returning your item using a Special Delivery (Signed For) Service as Urquhart Glass cannot be held responsible for the lost item in transit.
Please note earrings cannot be returned, exchanged or refunded, unless faulty or incorrect, due to hygiene reasons.
To return an item please first contact Urquhart Glass via email to discuss a return.
Once Urquhart Glass has confirmed your return via email you can send the item back. Please package the items back in its original packaging, along with your name, invoice/order number and reason for return, and post it to the address below:
Urquhart Glass, Drummond Street, Comrie, Perthshire PH6 2DW
Urquhart Glass highly recommend that you return your item via Special Delivery (signed for) service as Urquhart Glass cannot be held responsible for lost items. These responsibilities are those of the customer.
Please note shipping charges for returns will not be refunded unless goods are faulty or incorrect.
When the item returns, Urquhart Glass will inspect the goods. Urquhart Glass has the right to refuse refunds on items that are returned in non-resaleable condition.
Refunds or exchanges will be processed within 14 days upon the items return to my workshop.
All refunds of goods will be credited to the customer via original method of purchase.
Christmas Returns
For all items purchased for the run-up to Christmas, returns and refunds will be extended to the 14th of January.
Sale Item Refunds
Sale items can only be returned within the sale period, along with name, invoice number and reason for return. Please return to address above and follow steps for return.
Bespoke/Customised Refunds
Regrettably, bespoke or customised items are excluded from our Returns and Refunds Policy.
UK Shipping Times and Prices
What is so special about my glass work is that it is completely handmade in Comrie, Perthshire, so every piece is unique. Some pieces are pre-made and safely stored so that it can allow for faster dispatch time of 3-10 working days, however, some pieces are made to order so can take a little longer to dispatch at around 2-4 weeks. If you do have a special date in mind, please contact me via email to discuss this.
All UK web orders are sent via Royal Mail service, which may require a signature upon arrival. Once your order has been dispatched from my workshop, I will supply you with a confirmation email and a tracking number, if applicable. All online orders are eligible to free UK delivery!
Packaging
Your order will be delivered to you safely packaged in a gift box, finished with a ribbon or in an organza bag. Larger items will be packaged with recycled corrugated cardboard and/or bubble wrap, (I re-use as much as possible to reduce waste). Your order will arrive in an unbranded recyclable cardboard box along with your name and address for safe delivery. If your item is being delivered from my workshop to someone as a gift, please let me know, so I can withhold any receipts from the package. In addition, if you would like me to write a personal message to go along with your gift order, please contact me. Gift Vouchers will be sent in a rigid unbranded envelope to ensure safe transit. Where you are using one of my cards to send direct as a gift it will be sent in the included envelope.
Gift Vouchers
Gift vouchers will be sent via Royal Mail. Gift vouchers cannot be used to purchase further gift vouchers. Gift vouchers are only valid for online purchases on Urquhart Glass’ website, or in Urquhart Glass’ workshop Comrie. They can only be used to purchase items of the same price or higher.