Refund policy

Return and Refund Policy

Standard Returns Our standard return and exchange window is 30 days from your date of purchase. Outside of this 30-day period, we are unable to process refunds, exchanges, or replacements.

To qualify for a return or exchange, your items must be unused, in their original packaging, and in the exact condition you received them. We cannot accept returns for items that are damaged, missing parts, or altered due to customer handling or error.

To start a return, please mail your items to: Glass Artistry 35 Alpinia Ct, Albany Creek, QLD 4035

Please include your order number inside the package to help us process it as quickly as possible. We reserve the right to decline returns at our own discretion. Approved returns are typically processed within 14 days of receipt, with funds credited back to your original payment method.

Restocking Fees If you choose to return your entire order simply due to an incorrect choice or change of mind (meaning no items are faulty), a restocking fee will apply. This fee is necessary to cover the administrative time and the initial shipping discount provided when you placed your order.

Glass Breakages and Australia Post Please be aware that Australia Post does not offer a dedicated fragile parcel service. While we pack all glass items with the utmost care to minimize risk, any breakages that occur in transit must be reported directly to Australia Post, as they are the responsible courier.

Lost or Damaged Parcels Damage or loss during transit is the responsibility of the carrier, not Glass Artistry. Because of this, we strongly advise purchasing shipping insurance for orders over $100. Please contact us at the time of purchase to arrange this.

For orders under $100, Australia Post provides baseline coverage. We will gladly assist you in claiming this compensation, but please be aware that the Australia Post refund process can take up to two months. We cannot issue a refund or replacement until Australia Post has successfully provided compensation.

Refund Process

Once your return arrives and is inspected, we will send you an email to confirm receipt and notify you whether your refund has been approved or declined.

  • Incorrect Orders: If you ordered the wrong item by mistake, we do not provide cash refunds. Instead, we will issue you a gift voucher. Please contact us to amend your order and set up your voucher.

  • Postage Costs: Original shipping fees are strictly non-refundable. Even if an item arrives damaged, carrier insurance only reimburses the value of the goods, not the delivery charges.

  • Physical Returns: No refunds will be issued unless the physical goods have been returned to us.

Delayed Refunds If your refund hasn't appeared yet, please double-check your bank account. Next, reach out to your credit card provider and then your bank, as processing times can often cause delays. If you have done all of this and still haven't received your funds, please contact us at m@glassartistry.com.au.

Exceptions and Special Items

Sale and Clearance Items Standard refunds apply to regular-priced items only; general sale items cannot be refunded or replaced.

Clearance items are heavily discounted to clear out stock and are strictly final sale. We do not accept returns or exchanges on clearance goods for incorrect choices, change of mind, or buyer's remorse. Please review product descriptions carefully before purchasing. By buying a clearance item, you agree to these terms. If a clearance item is faulty or significantly not as described, please notify us within two weeks of receipt for assistance.

Exchanges If you need to swap an item, please email us first at m@glassartistry.com.au. You will need to return the original item to us in undamaged condition before we can process the exchange.

Gifts If your item was marked as a gift and shipped directly to you, you will receive a gift certificate for the return value once we process the returned item. If the item was not marked as a gift, or the purchaser had it shipped to themselves first, the refund will be issued directly to the original purchaser.

Return Shipping Instructions

You are responsible for paying the return shipping costs for your items. Because shipping costs are non-refundable, this amount will be deducted from your final refund if applicable. Transit times for exchanged products will vary depending on your location.

If you are returning items valued over $75, we highly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned goods.