We appreciate that when buying unique products you may have some questions about how we pack items, lead times, returns, and how to look after your glass. Please find below some of the most commonly asked questions. For convenience, they're grouped into pre and post sales. If we haven't answered your question here, please don't hesitate to contact us via our contact form, or call us during our published opening hours.
The following provide answers to the most common asked questions that our customers ask, before making a purchase.
Yes you can. However, for security reasons, we require you to re-confirm your email address and reset your password by following the steps below:
- Navigate to Password Reset Page.
- Type your account email address into the form, and click 'Submit'. This will send you a time-limited link via email.
- Follow the link in your email to return to the 'Password Reset' page.
- Type and confirm your new password and click 'Submit'.
- Navigate to the Login page. and enter your username (email address) and new password.
A bit about why we're asking you to reset your password/re-confirm your email.
When we began working on the new site with our web developer, we discussed the implications of moving user accounts at length. In short, we decided to drop all account information except for our customers' email addresses and names, in the interest of data protection and privacy. Further, the requirement for all returning customers to reset their passwords ensures that all passwords meet the technical standards enforced by our new site.
Yes, all items are boxed, and every component e.g. flower stem, leaves etc are tissue paper wrapped inside the box.
All posted items are double boxed with additional packaging.
Yes, we use sustainable packaging that can be recycled at home. We always aim to minimise our use of non recyclables.
Yes, please use our contact form to make your request.
Yes, but the glass we use and our work methods are not compatible with large, dense, glass items.
You can pay via a credit or debit card online or by telephone. We also accept Paypal and electronically bank transfers.
Unfortunately, we are unable to accept payment by cheque as we have no local access to a Bank.
The following provide answers to the most common questions that our customers ask, after making a purchase.
Yes. Please wait until you receive confirmation that your order is ready before you collect.
Although every item is hand made individually, we try to keep a stock of those that are most popular. We therefore aim to dispatch orders within 3 working days.
When an order has been dispatched, an email is sent to the email address you have registered on our website.
All our small parcels are sent with Royal Mail, using their 1st Class signed for service. These parcels should arrive the day after dispatch. Larger items are usually sent with a carrier, using a 1st Class, delivered in 24 hours service.
Breakages are rare, but if that happens, please inform us immediately. You may be asked to send a photograph of the item and return it to us. We will replace the broken element without charge and if you return an item to us, refund your reasonable postage.
We ask for a photograph, (usually of what you have left), because if it is a flower stem that has broken, we need to know the length of the flower to be replaced. Ideally the flowers should be photographed in their vase.
Most of our items can be repaired, but occasionally it is not an economically viable option. If you contact us with a photograph of the damage, we can advise you further.
Light dust can be gently removed from smooth surfaces using a soft cloth, and a small brush, (artist’s), is usefulness for crevices. Flowers can be washed by moving them gently, one by one through a large bowl of warm water with a small amount of liquid soap. They can then be left to drip dry, preferably on a soft cloth and flat surface.