FAQs & Policies
Commissions
​
Commissions are a great way to create something unique and with extra meaning for you and yours. I am always happy to discuss an idea and make something for a special occasion. Feel free to email me at roberta@robertamasonartglass.com. See Commissioning Work for more information on the process and you can checkout the reviews from others in my Google business profile.
Ordering & Shipping
​
How long will my order take to arrive?
​
When you place an order, we aim to dispatch your purchase within 2–3 business days, but it can take a little longer if we are away from the studio.
UK orders typically arrive within 5 working/business days; international delivery times vary. If your order is delayed for any reason, we will inform you via email. If you need something urgently, we may be able to arrange faster delivery times. Please contact us before ordering.
If your order is delayed for any reason, we will inform you via the email address provided in the order.
​
Do you ship outside of the UK?
​
Yes! We can ship worldwide (including the EU and Northern Ireland).
​
How is the work packaged?
​
The packing materials used are all made from recycled or part recycled materials. We work to be as sustainable as possible in all things including as little plastic as possible, aiming for no plastic, so your packaging is recyclable. The void fill used is made from cellulose and is compostable.
​​​
​​
UK Delivery
​
UK delivery is free when you buy from my shop. The order process requires your name. address, contact phone number and email address. When the shipment is booked you will be notified via email with tracking information and approximate delivery times. Our preferred courier is FedEx.
​
Overseas Delivery
​
If you are ordering from overseas or need the work shipped globally then please contact me for the delivery charges and approximate delivery times. Our preferred courier is FedEx.
International Taxes, Duties & Fees
Please be aware that additional taxes, duties or fees may apply to your order when shipping overseas. When purchasing from our website, it is up to the customer to research these fees and the burden of any taxes, duties or fees is the responsibility of the customer.
What if my order arrives damaged?
We take great care in packaging, but if anything arrives broken, email us with photos of the shipping box and the piece at roberta@robertamasonartglass.com within 14 days. All pieces are unique, we may be able provide a similar piece as a replacement or a refund. The damaged piece will need to be retuned via our returns process. When your return is approved, we will send you a return shipping label and instructions. Please see the detailed Returns policy for more information.
​​
​
Can I return or exchange an items
​
Yes, we offer a 14-day return policy. To be eligible, you must contact us via email at roberta@robertamasonartglass.com within 14 days of receipt of the product. Your item must be unused, in its original condition and packaging, with proof of purchase. The full policy is available to read here.
​
o To start a return, email us at roberta@robertamasonartglass.com. If your return is approved, we will send you a return shipping label and instructions.
Please note: Items sent back without contacting us first will not be accepted.
Once the return is agreed, the work must be returned to us within 14 days. Your item must be unused, in its original condition and packaging, with proof of purchase.
We will process your refund or exchange within 14 days of receipt of the goods.
​
Care & Handling​​
​
Glass is an amazing material. There are some basic guidelines for keeping your purchases in good condition. Checkout our Care & Handling guidelines. This also covers how to care for your ooutdoor sculptures such as the Seablooms.
Additional information and Policies:
​
​
​