HOW CAN I TRACK MY ORDER?
Once your order has been dispatched you will receive an email confirming this along with a tracking link so you can keep an eye on your precious cargo!
I HAVE ONLY RECEIVED PART OF MY ORDER. WHEN WILL THE REST OF IT ARRIVE?
All orders placed through Glassette are shipped directly by our brand partners, so if you have ordered products from more than one brand they will arrive separately. You will receive a shipping notification with tracking details for each part of your order.
MY ORDER HAS ARRIVED, BUT I’M MISSING SOMETHING. WHAT CAN I DO?
If you have placed an order with the same brand, and are missing part of your order, email us on [email protected] as soon as possible and we will reach out to the brand to find out what has happened. In the unlikely event they have forgotten to include part of your order, we will arrange to have it shipped out as soon as possible.
MY ORDER HAS ARRIVED DAMAGED OR IS FAULTY. CAN YOU HELP?
Though our brand partners take the utmost care in checking products and packaging orders before dispatch, accidents can happen. If your order has arrived damaged or appears to have a fault, please refer to our Shipping & Returns page for detailed instructions on what to do next.
I HAVE PLACED AN ORDER BUT HAVEN’T RECEIVED A CONFIRMATION EMAIL. WHERE IS IT?
If you haven’t received a confirmation email, it’s always best to check your junk or spam folder in case it’s got stuck in there! Alternatively, you may have received a text message confirmation if you used a mobile number at checkout. If you still can’t find it, email us on [email protected] so we can check for any errors and resend.
I WOULD LIKE TO CANCEL MY ORDER. HOW CAN I DO THAT?
If you would like to cancel your order, email us on [email protected] with your order number as soon as possible. Please note we can only cancel orders which have not been dispatched and are not made-to-order. If you order is already on its way to you, you will need to follow the usual returns process detailed on our Shipping & Returns page.
I HAVE MADE AN ERROR ON MY ORDER. HOW DO I AMEND IT?
If you have made an error on your order, email us on [email protected] with your order number as soon as possible. We can amend the name and shipping address on your order if it has not been dispatched. If you would like to change the order itself, we would have to cancel your order and ask you to place another one. As above, we can only cancel orders which have not been fulfilled.
CAN I ADD A GIFT NOTE TO MY ORDER?
If you have ordered a gift for someone else, drop us an email on [email protected] with your order number and gift note as soon as you can and we will ask our brand partner if they can include it. Please note some brands use fulfilment centres and aren't able to include gift notes for this reason.
DO YOU OFFER GIFT WRAPPING?
Not as standard as all products are packaged and dispatched by our brand partners. If you are purchasing a gift and would like it gift wrapped, drop us an email on [email protected] with your order number as soon as you can and we will check if the brand can accommodate your request.
DO YOU OFFER TRADE DISCOUNT?
Yes, we offer an exclusive trade discount on some products to clients working in interior design, hospitality and architecture. Please email [email protected] for more information on our trade programme and to place an order.
HOW MUCH DOES SHIPPING COST?
As a marketplace, all our products are dispatched by our brand partners. This means there may be multiple shipping charges applied at checkout as you will be charged per brand you order from.
Orders up to 10kg are charged at £5.50 per brand
Orders above 10kg are charged at £10 per brand
Bulky items such as furniture will have a £50 delivery surcharge at checkout
WHERE DO YOU SHIP TO?
We currently ship to the UK only (except for occasional trade and original art orders*), but hope to open up to international markets soon. Be sure to sign up to our newsletter in the footer of our website to be one of the first to find out when!
*If you are based outside the UK and interested in placing a trade or original art order, please email us on [email protected] and we will take it from there!
WHEN WILL MY ORDER BE DISPATCHED?
Most orders are dispatched directly from our brand partners within 72 hours unless a lead time is stated on the product page. Please refer to the product information for more details on lead times and specific delivery information.
Please note our brand partners will occasionally close for business and pause fulfilment. This will be clearly noted on their product pages, and your order will be dispatched as soon as they reopen.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE ONCE DISPATCHED?
Most of our brand partners aim to deliver in 1-2 working days after dispatch. If you haven’t received your order and it’s been longer than 7 days, please email us on [email protected] and we can look into it for you.
WHAT HAPPENS IF I’M NOT IN TO RECEIVE MY ORDER?
If you are out when our brand partners chosen courier tries to deliver your order, they will either leave a notice and deliver your order to a local access point for collection, or reattempt delivery the following day if you don’t live near an access point.
I RECEIVED AN EMAIL SAYING MY ORDER HAS BEEN DELIVERED, BUT IT HASN’T. WHERE IS IT?
If you have received a delivery notification, but your order hasn’t arrived, it has most likely been delivered to an access or collection point due to a failed delivery attempt. The courier should leave a notice with more information, or you can check the tracking number to see where your order has been delivered to.
In the rare situation that an order has been marked as delivered but hasn’t arrived or been delivered to a collection point, please email us on [email protected] as soon as possible (no later than 14 days) so speak with our brand partner who can open an investigation with their courier.
I THINK MY ORDER HAS BEEN LOST. WHAT DO I DO?
If you haven't received your order and the tracking information hasn't updated since it was dispatched, please email us on [email protected] as soon as you realise so we can look into it further and speak with our brand partner who can open an investigation with their courier.
We ask that you kindly bear with us while the courier looks into the whereabouts of your order as they often locate it after an investigation is opened.
WHAT IS YOUR RETURNS POLICY?
We hope you are happy with your Glassette order, but we know some things don’t work out. If you would like to return your order, you have 14 days from the date of receipt to notify us on r[email protected]. You will have a further 14 days to send your item back to the brand after receiving a response from us. Read more about our returns policy on our Shipping & Returns page.
ARE ANY PRODUCTS EXCLUDED FROM YOUR RETURNS POLICY?
Yes, made-to-order products and original artworks are non-returnable/non-redundable and should be noted as such in the product description.
If the product arrives damaged, is faulty or not as described, we will honour our returns policy and / or arrange for a replacement to be sent to you at our cost. Read more about this on our Shipping & Returns page.
DO YOU OFFER FREE RETURNS?
No, the cost and handling of the return is the responsibility of you, the customer, and we ask that you carefully package the products you wish to return and use a tracked shipping method for peace of mind.
Please note we are not liable for any damaged or lost returns, and more information about this can be found on our Shipping & Returns page.
CAN I EXCHANGE A PRODUCT?
All orders placed on Glassette are dispatched individually by our brand partners, so we can’t offer exchanges. If you would like to return an item and place a new order, please see our Shipping & Returns page for instructions for how to return your order, and we can advise from there!
HOW DO I RETURN AN ORDER?
For detailed instructions on returning your order, see our Shipping & Returns page.
WHEN WILL I KNOW THAT THE BRAND HAS RECEIVED MY RETURN?
We ask our brand partners to notify us about your return as quickly as possible so we can issue your refund as soon as they have received it back. We will contact you if there are any issues with your return.
If you believe your order has been returned and you haven't received a refund, please email us on [email protected] with the tracking number for your return and we will follow up with the brand.
HOW LONG WILL IT TAKE FOR MY REFUND TO COME THROUGH?
Once we have been informed by our brand partner about your return, we will issue your refund and notify you of this by email. Kindly note refunds can take 5 – 10 working days to appear on your account.
WILL I BE REFUNDED FOR SHIPPING WHEN I RETURN MY ORDER?
We will only refund shipping if you order arrived damaged, with a fault or was returned to us due to failed delivery attempts, and you have chosen not to have it redelivered or receive a replacement.
If you are returning your order for any other reason, we will not refund shipping.
WHAT HAPPENS IF MY ORDER IS DAMAGED OR LOST UPON RETURN?
Please note you, the customer, are responsible for the safe return of the product to our brand partner. We are therefore not liable for any damaged or lost returns, and more information about this can be found on our Shipping & Returns page.
WHAT IS GLASSETTE?
Glassette is the place to discover beautifully curated objects for your home. We are a marketplace which means we work with a wide range of small to medium-sized brands who make all sorts of beautiful products, often by hand or made-to-order. We take great pride in the brands we work with and hope you will love them just as much as we do!
DO YOU SELL GIFT CARDS?
Yes we do! Our gift cards are digital, and can be purchased in different values. We don’t offer custom amounts, though you can order more than one gift card to make up your desired amount. Each gift card has its own code and will be emailed to you upon purchase. You can then either forward the email on to your recipient, or print the gift card out for them. Buy yours here!
MY GIFT CARD ISN'T WORKING. WHAT SHOULD I DO?
If your gift card isn't working for any reason, please email us on [email protected], and our friendly team will get back to you.
DO YOU OFFER A WEDDING OR GIFT REGISTRY SERVICE?
We don’t currently offer a wedding or gift registry but hope to in the future! We do have a wishlist functionality though it’s worth noting products won’t be removed from the list once purchased.
DO YOU PARTNER WITH OTHER BRANDS?
As a growing business, we don’t actively partner with other brands. If you are interested in a partnership and feel your brand aligns with Glassette, feel free to drop us an email on [email protected] and a member of the team will be in touch if we would like to explore a partnership with you.
DO YOU PARTNER WITH INFLUENCERS?
We don’t actively partner with influencers. If we choose to, we prefer to reach out to them directly rather than invite influencers or agencies to contact us.
I HAVE EMAILED ABOUT A PRODUCT OR ORDER, AND NOT RECEIVED A RESPONSE YET. WHY?
While our team aim to respond to all product or order enquiries within 48 hours, there can be additional delays in our replies if we are waiting on further information from a brand or courier. Occasionally our replies can also end up in junk folders, so please ensure to check before following up.
I HAVE A QUESTION WHICH ISN’T ANSWERED HERE. WHO SHOULD I CONTACT?
We are here to help with any questions you may have! The best way to get in touch with us is by email on [email protected], and our friendly team will get back to you.
DOES GLASSETTE MAKE ALL OF ITS PRODUCTS?
We are a marketplace which means we work with a wide range of brands who make their own beautiful products, often by hand or made-to-order. We don’t hold stock, so when you place an order with us, your products are shipped directly from the brand.
WHERE ARE PRODUCTS ON GLASSETTE MADE?
Most products on Glassette are made in the UK as we currently work with UK based brands, though some products are made internationally. This information can be found on the product page.
HOW DO I KNOW IF A PRODUCT IS MADE-TO-ORDER?
Made-to-order products should be listed as such on the product page and are often accompanied by a lead time. Please note these products are non-returnable, unless they arrive damaged or with a fault. For more information on this, see our Shipping & Returns page.
WHAT IS THE LEAD TIME FOR A MADE-TO-ORDER PRODUCT?
This can vary from product to product. All lead times are noted on the product pages and are to be treated as a guide in case of early or delayed dispatch. In the case of a delay, we will endeavour to notify you as soon as possible.
WHAT DOES ‘EXCLUSIVELY ON GLASSETTE’ MEAN?
If a product is tagged with ‘Exclusively on Glassette’, it means we have exclusivity of that product, and it can only be purchased on our brand partners site or on our marketplace!
WHAT IS ART KIOSK?
Art Kiosk is the art-focused area of Glassette. We work with a handful of artists who create original works just for us, with new drops taking place every few months!
A PRODUCT I WOULD LIKE TO ORDER IS OUT OF STOCK. WILL IT BE COMING BACK IN STOCK?
It depends on the product! Original artwork is a one-off purchase, and our Glassette editions are unlikely to come back in stock unless they are returned, or we relaunch the edition. Most products are restocked by our brand partners every few weeks so it’s worth checking back or emailing us on [email protected] for confirmation.
HOW DO I KNOW IF A PRODUCT IS DISHWASHER SAFE OR MACHINE WASHABLE?
Please refer to the product page for specific care instructions. If there are no instructions, drop us an email on [email protected] and we can check for you!
I HAVE A SPECIFIC QUESTION ABOUT A PRODUCT. CAN YOU HELP?
Drop us an email on [email protected] with your question, and we’ll do our best to help. We may defer to our brand partners for more complex questions, so please bear with us if you don’t hear back straight away!
DOES GLASSETTE SELECT THE BRANDS THEY WORK WITH?
We handpick every member of our brilliant Glassette community, working with some of the best homeware brands and artisans who share our love of beautiful products! If we feel a brand aligns with our aesthetic, we will reach out to them directly. We also invite brands to reach out to us, see below for more details.
DOES GLASSETTE ACCEPT APPLICATIONS FROM INTERNATIONAL BRANDS?
We currently only work with UK-based brands, or those that have a UK distributer, but hope to expand to international brands soon. If you follow the steps below, we will add you to our prospective brand partner list to be reviewed by our team when the time comes!
I WOULD LIKE TO APPLY TO SELL ON GLASSETTE. HOW DO I DO THAT?
If you are interested in partnering with us and selling your products on Glassette, we’d love to hear from you. Email us on [email protected] with examples of your work, website and / or social handles. Kindly note we operate a long list for prospective brands and will get in touch with those who we feel will be a good fit for Glassette.
I’M INTERESTED IN WORKING WITH ONE OF YOUR BRAND PARTNERS. HOW DO I GET IN CONTACT?
We can put you in direct contact with our brand partners subject to their consent. Email us on [email protected] and we’ll do our best to connect you!