This document sets out the Terms & Conditions of purchasing on byglaze.com.  By Glaze reserves the right to reject the returns of goods which are not returned in accordance with our Shipping & Returns Policy.

This policy is applicable only to online customers, By Glaze cannot be held accountable, or provide refunds or exchanges, for purchases made outside of the By Glaze website.

If you do not understand the below Terms & Conditions, or if you have any questions, please contact hello@byglaze.com if you have an order enquiry please contact shop@byglaze.com

SHIPPING

How It Works

Once you’ve placed an order you will receive an order notification via email, letting you know we have received your order.

When an item is ready to ship, a dispatch notice will be confirmed by email. As a guide, your order will normally be despatched within 48 hours. 

Handcrafted Made to Order Items

All of our items are handcrafted by artisans which means each piece is unique, there may be slight variations per piece - we think this is part of the beauty and what makes them special

Postage Charges

All orders will incur a shipping charge of £3.95 within the UK for standard shipping, £4.95 for express shipping £9 to mainland Europe and £20 for international shipping. These charges are non-refundable when an order cancellation occurs after your order has been shipped.

Delivery Locations

By Glaze delivers worldwide

Delivery Timeframes

We aim to have your order delivered to you within 4-6 working days from time of order (for UK) unless you have chosen express which will be 1-2 working days. For Europe/International we aim to have your order delivered in 7-14 days. Once an order has been dispatched, By Glaze is unable to amend delivery location or redirect your order.

Please note: orders crossing borders may incur local duties and taxes and sometimes delays. We have no control over these charges and cannot predict their amount, therefore these are not included in your order and will need to be paid locally upon receipt. Please contact your local customs office if you need further information before placing your order.

RETURNS AND EXCHANGES

At By Glaze we are passionate about customer service and we aim to please every customer with our products. 

But if you do need to exchange an item you can do so at any point within 14 days of receipt of goods. Items must be in their original state and un used on receipt of the returned item with original labels still attached. By Glaze will not be liable for any returned goods if the product is stained, corroded by makeup or perfume or damaged in any way - if the item is returned in an un saleable condition we have the right to refuse a refund

• Please note for hygiene reasons earrings are non refundable 

• Due to the small batch made to order process on ceramics we are unable to offer refunds on ceramics (jewellery bowls and yvette bowls)

If you would like to exchange then please email shop@byglaze.com. We will email you an exchange/returns form and posting instructions. Unfortunately we are unable to offer freepost returns and it is the customers responsibility to pay for the return. Please ensure your items are securely wrapped and the exchange form is enclosed. When sending the parcel back, please make sure you obtain a proof of postage certificate. It usually takes between 5-10 working dates from receipt of your returned parcel to process your exchange. 

Sales/discounted items 

Please note all By Glaze sale and discounted items are exchange only, if you wish to exchange a piece/s you purchased in a sale you can exchange for another piece or for store credit only. Please email shop@byglaze.com for more information

What if my return is late?

Any returns that arrive after the 14 days are ineligible for return and will be reshipped to the customer upon receipt at our fulfilment centre. Please note, you will be liable for postage costs for us to return these item(s) to you.

Can I return a sale item(s)?

Final sale items are exchange only and cannot be refunded; this includes all discounted and promotional items. 

Faulty Goods

We hope that you will never experience a damaged or faulty item as every piece is hand checked and lovingly packaged before being delivered to you. However if you feel there is a manufacturing fault or you have received an incorrect order please contact us immediately via email at shop@byglaze.com so that we can personally assist you and resolve the problem as quickly as possible. By Glaze will reimburse you for the postage of your returned parcel if your product is faulty or been packed incorrectly.  

Cancellation of Orders

We accept cancellation of orders from the time when the order has been placed online until 14 days after the delivery of your goods. If your order has not yet shipped you will receive an immediate refund.

If you have received the goods YOU MUST NOT OPEN THE PACKAGING. We are unable to accept your cancellation of order if the garment is out of the packaging, has been worn, tags taken off. If you fail to comply with this obligation, we have the right to refuse a refund.

In order to cancel your order you will need to email shop@byglaze.com with your order number and details of purchase.

Once the cancellation of order has been made, you will be given an address to which you must send back the parcel within 14 days. We recommend using a tracked postage service and for you to hang onto your receipt until your returned funds have cleared. By Glaze is not responsible for any returned parcels lost in transit and you should consider using a trackable shipping service or purchasing shipping insurance.

The shipping cost incurred for returning the item to By Glaze are NOT covered or reimbursed by us.

Once the parcel is received by By Glaze, your refund will be issued. Refunds are processed within 5-7 business days of receipt and you will receive confirmation of your refund via email. Please note that refunds can only be issued back to your original payment method. Please note card refunds may take up to 10 business days to complete for your bank depending on their processing time.

MY GLAZE LOYALTY CLUB

We have a rewards programme called My Glaze which we have set up as a thank you to our customers who sign up and have created various ways for you to earn points which can be used towards your next purchase from our website.

To collect points, you must have a My Glaze account. You do this with your name and email address, which is personal data. We will only use your personal data as set out in our Privacy Policy. Once you register for a My Glaze account you will be enrolled as an account holder, and you can start collecting points. You can view your balance anytime when you sign in on our website.

If you choose to refund any part of your order, any points earned from products being returned will be deducted from your total points balance.