Shipping and Returns information

For all deliveries travelling to countries out with the EU, UK VAT will not be charged. However, the order will be subject to local sales taxes and duties upon arrival in your chosen country which are levied at the time the package clears customs. We are not responsible for additional charges. These are solely the responsibility of the recipient. As customs policies vary widely from country to country, Glencairn Crystal Studio Ltd. has no control over these charges so it is your responsibility to contact your local customs office for further information.

If your order is being held by your local customs office you will be able to determine this from the information viewable through the tracking process.

Please check with your local customs website.https://www.cbsa-asfc.gc.ca/import/postal-postale/dtytx-drttx-eng.html

If you need to return your item(s), please notify us by email at [email protected] or by phone on +44 (0)1355 279 717 to register your return. Your item(s) must then be returned to us within 28 days of the delivery date.

If any product arrives damaged, this must be raised to Glencairn by email on [email protected] or by phone on +44 (0)1355 279 717 within 5 days of delivery. We require an image of the goods before issuing replacements. If there was an error on our part in dispatching your order or the goods were faulty, your refund will include delivery charges. However, any errors related to artwork that has been approved will not be refundable.

We can only process refunds or replacements for orders placed directly through Glencairn Crystal Studio Ltd or www.glencairn.co.uk. Purchases made through third-party retailers or resellers fall under their responsibility.

Handmade Cut Crystal – Natural Variations

Each piece of cut crystal is handmade and individually crafted. As a result, no two pieces will be identical, and slight variations may occur. Despite these natural differences, every item is produced within strict tolerances and to the highest industry standards, ensuring an exceptional crystal appreciation experience.
Acceptable Examples of Handmade Variations:

• Tiny air bubbles formed during the glass-blowing process
• Hand tool marks
• Crystal pattern and colour irregularities
• Slight asymmetry or variations in glass distribution

These characteristics are a testament to skilled craftsmanship and should not be compared to mass-produced glassware. As such, if the item is returned, shipping will be the buyers responsibility and the cost will not be refunded.

Change of Mind Returns

If you change your mind after receiving your order and the glass is not engraved, you may return it for a full refund. This must be returned to us within 28 days, however, return shipping costs will be the responsibility of the buyer. Glencairn will only refund shipping costs if the order arrives damaged or if there was an error on our part.

If you have any questions regarding returns please contact us here, call us on +44 (0)1355 279 717 or [email protected]

Glencairn Crystal Returns
1-11 Langlands Avenue
Kelvin South Business Park
East Kilbride
SCOTLAND
G75 0YG

Refusal Of Delivery

If you choose to refuse delivery of your order for any reason, the parcel will be returned to us by the courier. In such cases, we will issue a refund for the cost of the goods only, minus the return shipping charges incurred. Original shipping fees are non-refundable. Please note that refunds will only be processed once the returned parcel has been received and inspected.

If you take advantage of a promotional discount code, the reduction is usually applied only to the price of the product you’ve chosen, not the delivery cost.

Coupon codes cannot be used in conjunction with the coloured Glencairn glass range.

UK delivery of standard items

Most standard orders are delivered within the UK within 1–2 working days. If you have asked for a bespoke engraving service, this will normally be dispatched within 10 working days, provided approval has been achieved for the service.

If you need something quickly, please let us know in the note section when placing the order and we will aim to dispatch it quicker where possible.

The following terms and conditions apply to all transactions on the Glencairn Crystal web site. All prices shown are pounds’ sterling and include UK VAT. The actual cost to you will be the £ Sterling charge to your credit / debit card converted to your local currency by your card provider on the day that your account is charged. We reserve the right to change any advertised price before you place an order. Payment can be made by any major credit, debit card or via PayPal. Payment will be debited from your account before the despatch of your order. For your protection, all credit card transactions are routed through our secure payments provider. The purchaser is liable for any import duties or local taxes that may apply.

While we try and ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of goods you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund. No contract for the sale of any product will subsist between you and Glencairn Crystal Studio until Glencairn Crystal Studio dispatches the product(s) ordered.