Glassworks
Shipping & Returns

At Glassworks, we are committed to ensuring a seamless experience for our customers. Below you will find our detailed Shipping and Returns policies. Please review them carefully before making a purchase.

Title

Last updated: August 2024

1. Shipping Policy

We provide secure international shipping for all orders, and we take every measure to ensure your premium eyewear arrives safely and promptly.

 

Processing and Shipping Times

  • Order Processing: Orders are typically processed within 1-3 business days. Processing times may vary depending on the availability of the product and order volume.
  • Shipping Times: Once processed, orders will be shipped out with secure, express shipping. Shipping times will vary based on your location and the shipping method selected at checkout.

Please note that processing times may be slightly longer during holidays or peak sales periods.

 

International Shipping

  • Availability: We ship to all international destinations. Shipping costs will vary based on your location and will be calculated at checkout.
  • Customs, Duties, and Taxes: International orders may be subject to customs fees, import duties, and taxes levied by the destination country. These fees are the responsibility of the customer. We recommend contacting your local customs office for further information on these charges before placing your order.
  • Shipping Delays: While we do everything in our power to meet shipping estimates, Glassworks is not responsible for delays caused by customs, courier services, or any other unforeseen circumstances.

Packaging

 

Every product will be securely packaged in a specially designed box to prevent damage during transit. If your product arrives damaged, please contact us immediately at hello@glassworks.io with photos of the damage and packaging.

Shipping Confirmation & Tracking

  • Once your order has been dispatched, you will receive a confirmation email with your tracking information.
  • Please allow up to 24 hours for the tracking link to activate.

Lost or Stolen Packages

  • Glassworks is not responsible for lost or stolen packages. If your package is marked as delivered but you have not received it, please contact the courier service or your local postal service.

2. Returns and Exchanges Policy

At Glassworks, we stand behind the quality of our products. If for any reason you are not completely satisfied with your purchase, we offer a straightforward return and exchange process.

 

Eligibility for Returns

  • Return Window: Returns must be initiated within 14 days of the delivery date.
  • Condition: All returned items must be in their original, unused, and untampered condition. The product must be returned with all original packaging, accessories, and any accompanying materials, such as certificates of authenticity, cleaning cloths, and cases.
    • Items showing any signs of wear, alterations, or damage will not be accepted for return.
  • Final Sale Items: Some products are marked as "Final Sale" and are not eligible for return or exchange. These items will be clearly indicated as such on the product detail page.

Return Process

  1. Initiate a Return: To begin a return, please email hello@glassworks.io with your order number and reason for the return.
  2. Approval: Our team will review your request and provide further instructions, including the return shipping address.
  3. Shipping: The customer is responsible for the cost of return shipping. We recommend using a trackable shipping service, as Glassworks is not responsible for lost or undelivered returns.
  4. Inspection: Upon receipt, our team will inspect the item(s) to ensure they meet the return eligibility criteria.
  5. Refund Processing: If your return is approved, we will process your refund to the original method of payment within 10-14 business days. Shipping fees are non-refundable.

Exchanges

 

If you wish to exchange your item, we offer exchanges based on product availability and specific circumstances. However, not all items are eligible for exchange.

  • Eligibility for Exchange:
    1. Items must be in their original, unused, and untampered condition with all original packaging and accessories. Products showing signs of wear, alteration, or damage will not be eligible for an exchange.
    2. Please note that final sale items, which are marked as non-refundable, are also not available for exchange.

 

  • Exchange Process:
    1. Initiate an Exchange: To request an exchange, please contact us at support@glassworks.io with your order number and details of the item you wish to exchange.
    2. Product Availability: Exchanges are subject to the availability of the desired item. If the requested item is unavailable, you will have the option to return the original product for a refund if it meets our return eligibility criteria.
    3. Price Differences: If the item selected for exchange is more expensive than the original, the customer will be responsible for paying the price difference before the exchange is processed.
    4. Shipping Costs: The customer is responsible for the shipping costs associated with returning the original item and shipping the replacement item. We recommend using a trackable shipping service for your protection.
  • Exchange Timeline: Once we receive and inspect the returned item, we will process the exchange within 3-5 business days. You will receive a confirmation email with the tracking information for the new item once it has shipped.

 

Damaged or Defective Items

 

If you receive a damaged or defective product, please contact us at hello@glassworks.io within 48 hours of receiving your order. We will guide you through the process to replace or refund the item.

 

Non-Returnable Items

  • Gift cards
  • Custom-made or personalized items
  • Products marked as "Final Sale" on the product detail page

Return Shipping Costs

 

The customer is responsible for the cost of returning any item, except in cases where the product was defective or damaged upon arrival. In such cases, we will cover the return shipping costs and arrange the return label.

3. Refunds

  • Refund Timeline: Refunds will be processed once we receive and inspect your return. Please allow up to 10-14 business days for the refund to appear on your original method of payment.
  • Shipping Fees: Original shipping fees are non-refundable unless the return is due to an error on our part (e.g., wrong item shipped, defective item).
  • Restocking Fee: In rare cases, a restocking fee may be applied, particularly for high-value items or if the return does not meet all of the conditions stated in our policy.

4. Contact Information

For any questions about our shipping or returns policy, or if you need assistance with your order, feel free to contact us at hello@glassworks.io

 

We appreciate your trust in Glassworks and look forward to providing you with the finest independent eyewear from around the world!

Title

FOLLOW US

Get €100 off your next premium frame

Access limited collections exclusive to Glassworks

Copyright © Glassworks Optics Ltd - 2018 - 2024 All rights reserved.