FREQUENTLY ASKED QUESTIONS

SHIPPING

How much is UK shipping?


Shipping in all UK and EU is free on all orders over £500. For orders under £500, a shipping fee will be applied.




Do you ship overseas?


Yes, we ship all over the world using Royal Mail International tracked and signed service. Shipping costs will apply, and will be added and confirmed back to you.




Are there duties and taxes on my overseas order?


UK and European taxes are included in the price of the product.

For orders outside of Europe, there may be duties and taxes incurred on your shipment that you will be responsible once the product arrives in your country. Please note this is not included in the price of the product.




How is my order shipped?


We will confirm timescale of delivery on receipt of order. The pieces are made to order and have a 4-6week manufacture period (we do carry a limited stock)




What if I refuse my UK or overseas order?


Should you change your mind after your item has been dispatched and refuse your order, you will be responsible for return shipping charges. We will reimburse you less the return shipping cost. Please note return rates will vary by country.





RETURNS

What if I don't like the product I ordered when it arrives?


We're sure you will like it, but if not, you can return it to us within 14 days of delivery for a full refund (less return or collection costs) once the product has been returned to us. Simply contact hello@lustreglass.co.uk within 14 days of receiving your product(s) and we will assist you with your return.




Do I have to pay for returns?


Customers are responsible for return shipping costs. We recommend using a secure tracked service to ensure all returns reach us safe and sound. If you choose to not use a tracked service, we will not be able to take responsibility for lost or damaged item returns.

Please note, for international returns, duties and taxes are not refunded.




Damaged Product?


Contact hello@lustreglass.co.uk and we will ask you to provide some details and photos of the damaged product and we will arrange replacement or refund.





PRODUCT

Why does my product vary slightly from the image?


Our products are handmade and come colours may vary due to the manufacturing process.