Delivery & Returns
Contact us at [email protected]
DELIVERY
At the moment we only offer delivery within the UK (includes Northern Ireland, the Highlands & Islands, the Isle of Man and the Channel Islands).
Deliveries are sent through Royal Mail, Second Class (2-5 day delivery) for smaller items, and have the option to upgrade to First Class (1-3 day delivery) for an additional cost. Larger/heavier items are sent via Evri 2-4 day delivery service.
Sterling silver jewellery is sent via Royal Mail special delivery
Our solid granite stepping stones for the garden are sent via Evri courier door-to-door 2-4 working day delivery service.
DAMAGED GOODS
We take every care to safely package your order, but if items arrive damaged in transit please don’t hesitate to contact us within 14 days of receiving your items. We offer a refund, repair or replacement policy if any items arrive damaged upon delivery.
FAULTY GOODS
If your order is faulty please don’t hesitate to contact us direct as we offer a refund, repair or replacement policy if any items are faulty.
Please note that Sterling silver jewellery and chains, as well as silver plated chains, will tarnish over time. This is not a fault and can be managed and mitigated by following our aftercare instructions found here.
GOODS LOST IN TRANSIT
In the event that your order has been lost in transit, we can either offer you a refund or replacement (where possible).
We follow guidance provided by delivery company (Royal Mail or Evri) and we are not able to refund or replace items until 15 days (excluding weekends and holidays) have passed since item's expected delivery date. As the delivery companies do not consider items lost until this time has passed.
Please note: peak delivery times such as on the lead up to Christmas can incur delivery delays. Items may take longer to arrive and will not be considered lost until the 15 day waiting period from expected arrival date has been exceeded.
PRODUCT RETURNS & REFUNDS
We hope you love our glass gifts and jewellery, however please contact us at [email protected] if you have changed your mind or it is no longer suitable.
We are happy to refund returns within 14 days of you receiving your order, please contact us to arrange its return, refund or replacement. The order must be returned to us in an unused condition, and please ensure to carefully re-wrap or package the item in its original wrapping/packaging and box. Please include your order details and contact details with the item.
Return address: Harestanes Glass Studio, Unit 4 The Craft Courtyard, Harestanes by Ancrum, Jedburgh TD8 6UQ
You will need to cover the return postage, we recommend you use a tracked service as we are unable to provide a refund if the order is lost in transit without tracking details. Upon receipt of order you will be refunded the full amount as well as the initial delivery postage cost (excludes the return delivery cost).
For Sterling silver jewellery returns, we strongly recommend you use Royal Mail's Special delivery service to return jewellery, as it is a tracked service and insures the item during transit. Other delivery return methods are at your own risk. Please note we are unable to refund or replace jewellery that is lost in transit when sent via a different service.
RETURN EXEMPTIONS
Unfortunately we may not be able to refund custom personalised orders, as the design had been approved by you prior to manufacture, and as it is a personalised it may not be resaleable and may not be eligible for a refund. Please contact us direct if you are unhappy with a custom order so that this issue can be addressed and a resolution found.
We are unable to refund or replace items that have been damaged due to misuse, accidents or neglect.
DELIVERY
At the moment we only offer delivery within the UK (includes Northern Ireland, the Highlands & Islands, the Isle of Man and the Channel Islands).
Deliveries are sent through Royal Mail, Second Class (2-5 day delivery) for smaller items, and have the option to upgrade to First Class (1-3 day delivery) for an additional cost. Larger/heavier items are sent via Evri 2-4 day delivery service.
Sterling silver jewellery is sent via Royal Mail special delivery
Our solid granite stepping stones for the garden are sent via Evri courier door-to-door 2-4 working day delivery service.
DAMAGED GOODS
We take every care to safely package your order, but if items arrive damaged in transit please don’t hesitate to contact us within 14 days of receiving your items. We offer a refund, repair or replacement policy if any items arrive damaged upon delivery.
FAULTY GOODS
If your order is faulty please don’t hesitate to contact us direct as we offer a refund, repair or replacement policy if any items are faulty.
Please note that Sterling silver jewellery and chains, as well as silver plated chains, will tarnish over time. This is not a fault and can be managed and mitigated by following our aftercare instructions found here.
GOODS LOST IN TRANSIT
In the event that your order has been lost in transit, we can either offer you a refund or replacement (where possible).
We follow guidance provided by delivery company (Royal Mail or Evri) and we are not able to refund or replace items until 15 days (excluding weekends and holidays) have passed since item's expected delivery date. As the delivery companies do not consider items lost until this time has passed.
Please note: peak delivery times such as on the lead up to Christmas can incur delivery delays. Items may take longer to arrive and will not be considered lost until the 15 day waiting period from expected arrival date has been exceeded.
PRODUCT RETURNS & REFUNDS
We hope you love our glass gifts and jewellery, however please contact us at [email protected] if you have changed your mind or it is no longer suitable.
We are happy to refund returns within 14 days of you receiving your order, please contact us to arrange its return, refund or replacement. The order must be returned to us in an unused condition, and please ensure to carefully re-wrap or package the item in its original wrapping/packaging and box. Please include your order details and contact details with the item.
Return address: Harestanes Glass Studio, Unit 4 The Craft Courtyard, Harestanes by Ancrum, Jedburgh TD8 6UQ
You will need to cover the return postage, we recommend you use a tracked service as we are unable to provide a refund if the order is lost in transit without tracking details. Upon receipt of order you will be refunded the full amount as well as the initial delivery postage cost (excludes the return delivery cost).
For Sterling silver jewellery returns, we strongly recommend you use Royal Mail's Special delivery service to return jewellery, as it is a tracked service and insures the item during transit. Other delivery return methods are at your own risk. Please note we are unable to refund or replace jewellery that is lost in transit when sent via a different service.
RETURN EXEMPTIONS
Unfortunately we may not be able to refund custom personalised orders, as the design had been approved by you prior to manufacture, and as it is a personalised it may not be resaleable and may not be eligible for a refund. Please contact us direct if you are unhappy with a custom order so that this issue can be addressed and a resolution found.
We are unable to refund or replace items that have been damaged due to misuse, accidents or neglect.