Who designs the Glassworks range?
Not everything you see in Glassworks is exclusive to us. We work alongside small suppliers and a dedicated team to offer our customers carefully curated edits while introducing more exclusive lines each season.
Where do you manufacture your collections?
We have chosen to manufacture our range in South Korea because of the labour and environmental laws in effect, as well as the government’s focus on improving labour and environmental conditions.
Tracing every step of the manufacturing process in the fashion industry is notably difficult. For this reason, we work with small, family-owned suppliers where possible. We also have an in-house team working side-by-side with our designers and manufacturers to ensure safe working conditions and transparency in every step of the process.
Are you sustainable?
Talking about sustainability within fashion can feel contradictory. At Glassworks we’re aware of the impact the fashion industry has on our environment and we wanted to be part of the solution.
You might wonder how we are able to drop new collections weekly while considering sustainability. In short, we saw an opportunity to avoid mass production, instead releasing limited edition collections in small runs. This allows us to bring constant newness to our customers without piling end of season waste. We don’t overproduce and we don’t plan to. We don’t let faulty items just sit at our warehouse. Most items are repaired, donated to charity, sold as seen or taken home by members of staff.
We’ve also introduced a pre-order system which offers customers a more sustainable way to shop. Through our pre-order option we are able to produce in line with demand, further preventing overproduction and waste.
We’re not perfect (and we don’t claim to be) but we are committed to continue making better choices and sharing our sustainability journey with you.
What is the quality like?
At Glassworks you’ll find pieces made to last beyond the season. We offer a unique mix of leading trends and basics with a twist to guarantee good quality wardrobe essentials all year round. We don’t believe in short-lived, throw-away fashion which is why we carefully design our pieces to be good quality. With the right care, we expect our pieces to remain a much-loved part of your wardrobe for years. If you’ve got any questions about how to care for any of your Glassworks pieces please get in touch and we will advise you.
Why do you always run out of stock?
We drop all of our collections in limited edition runs, with small quantities available of each style. This allows us to bring constant newness and leading trends without piling up end of season waste. The flip side of this conscious production model is that our hottest lines often sell out very quickly. We know there is nothing worse than FOMO so if an out of stock item catches your eye, drop us an email at firstname.lastname@example.org or use our Contact form and we’ll see what we can do.
Do you retouch your images?
We make subtle adjustments to the brightness and saturation of our ecommerce images. On our models, we only ever retouch stray hairs, makeup mishaps or the occasional pimple (basically anything that’s here today, but gone tomorrow). We love to embrace what makes each of our models unique and beautiful, which is why we never retouch moles, cellulite, stretch marks, scars, or make any changes to their body shapes.
How do you choose your models?
We’ve worked with a wide range of models and we are always looking for new models to shoot with. All models go through a casting process with our in-house photographer and ecommerce team. If you’re interested in working with us please reach out to our Studio Team at email@example.com.
Can I edit/cancel my order?
We work hard to get our orders dispatched as soon as possible, so it may be difficult to make any changes to your order if it’s already been processed. Get in touch with our customer service team at firstname.lastname@example.org and we’ll see what we can do.
What is your exchanges and returns policy?
You can return your order within 30 days of receipt. You can have a look at our Return & Refund Policy here.
Why are some items on pre-order?
We launched our pre-order system to offer our customers an even more sustainable way to shop. By gauging the interest in each item we are able to produce in line with demand and avoid overproduction and waste.
How does the pre-order system work?
Simply add the item to your basket and checkout as usual. Once we’ve received your order, we produce the item and once the item arrives at our warehouse, we send them out to you. It’s as easy as that. Small steps make big steps.
How do I know when my pre-order item will ship?
You can find the expected fulfilment date on the product page but please don’t hesitate to drop us an email at email@example.com or use our Contact form if you have any questions. Once our fulfilment team receives and processes the item, it will be prepared for shipment and you will receive a notification updating you on the status of your order.
I have ordered in-stock and pre-order items, will they be shipped together or in separate shipments?
To minimise packaging and carbon emissions linked to shipping, in-stock and pre-order items will be shipped together once the last item arrives in the warehouse. However, if you prefer a part shipment, let us know at firstname.lastname@example.org and we will get your in-stock items sent out.
Can I buy a gift card on your website?
Certainly. You can browse our gift card options under the Store - Gifting tab on our website. We recommend pairing it with a personal styling session for a super special experience for the recipient.
Do you have a sale section?
We do. You can find it under our Sale tab on the website or at glassworkslondon.com/collections/sale. You’ll notice that stock is very limited. This is due to our unique business model. Our small drops allow us to limit the number of pieces that are left over at the end of the season - so expect these markdowns to sell out fast!
Can I add a gift note?
Certainly. You can add a gift note using the box “Add a note to your order” in your Shopping Cart before clicking Checkout. Our fulfilment team carefully wraps each order and writes each gift note by hand, to ensure your gifts look personalised.
Will my order be gift-wrapped?
Our team hand packages all orders carefully in black tissue paper to ensure orders look and feel like a present, even if only to yourself. For this reason, we do not offer a special gift wrapping option.
Shipping and Delivery
How much does shipping cost?
Do you offer free shipping?
We currently offer free UK shipping on orders above £75 and free worldwide shipping on orders above £200. You can see all shipping options here.
We’re conscious of the carbon footprint that shipping generates, so to minimise our impact, we also offer a free click and collect service and recommend using this option when possible.
Do you do free returns?
We do not offer free postal returns, but do accept returns in-store, free of charge. We also offer fuss-free returns using pre-paid shipping labels included with all UK orders for a subsidised cost. The return postage fee will be debited from your refund.
You can find more information on our Return & Refund Policy page.
How do I know when my order is dispatched?
My order is marked as delivered but I don't have it.
Oh no! Shoot us an email at email@example.com and we’ll investigate this for you.
Can I upgrade my delivery to have it arrive faster / be tracked / etc.?
Of course. Any questions or requirements, please email us at firstname.lastname@example.org and we’ll work out some alternative shipping options for you.
Can I have my order shipped outside the UK?
Are there any extra costs to ship outside the UK?
We’re currently shipping our international online orders “delivery duty unpaid”. This means there may be some extra charges to be paid for customs fees and import taxes. These will be calculated by your local courier based on your country’s current import regulations, so it may be worth contacting them before placing an order to get an estimation of the extra fees.
Please note that as per our shipping policy, if you refuse your order based on the extra fees, your order will not be eligible for a refund as your parcel may be disposed of by the shipping carrier.
Returns and Refunds
You can read our Return & Refund policy here.
What items are eligible for returns?
We’re unfortunately unable to accept returns on socks, swimwear, hosiery, face masks. Earrings and piercings with a broken seal are also non-refundable. However, any other items purchased on our website are eligible for returns, in-store or online. If you have any questions or would like to initiate a return, please contact us at email@example.com or use our Contact form within 30 days of receipt of your order to request an RMA (Return Merchandise Authorisation).
How do I return my order?
Send us an email at firstname.lastname@example.org or use our Contact form within 30 days of receipt of your order to request an RMA (Return Merchandise Authorisation) before shipping your order back to us at:
190 Shoreditch High Street
E1 6HU London
Please make sure that all items are in sellable condition, unworn with the labels affixed and original product packaging intact.
I've missed the 30 day return window, what can I do?
Please contact us at email@example.com as soon as possible and our customer experience team will do everything they can to help out. Unfortunately, we’re sometimes unable to accept overdue returns requests as our business model relies on offering our customers fresh pieces every week.
Can I return my order in store?
Certainly. You don’t need to request an RMA (Returns Merchandise Authorisation) for this. Simply drop in store and one of our style associates will assist you.
How do I return my order from outside the UK?
If you purchased from our USA store to a USA delivery address, please visit US Shipping & Returns page. Please note, some items are excluded from our returns policy. You can find all information on returns, refunds and exchanges here.
We will gladly accept returns from abroad. Full instructions can be found here. Please ensure you have contacted us prior to returning your online order and that you have an RMA (Return Merchandise Authorisation) before shipping it back to us. You will be responsible for shipping fees to return your order back to us as stated in our Refunds policy, and for making sure that the correct customs form is attached to the parcel, stating “Return of goods” so no further charges are applied. If you’ve got any questions, shoot us an email at firstname.lastname@example.org or use our Contact form.
I've received an incorrect or damaged item, what do I do?
Although our fulfilment team takes extra care to check that all orders are shipped correctly and in perfect condition, the occasional hiccup can happen. Please get in touch at email@example.com as soon as possible and we’ll correct this for you straight away.
What is your in-store return and exchange policy?
We accept returns and exchanges of in-store purchases within 30 days of purchase. Simply bring your unwanted items and purchase receipt which includes your order number. Our in-store team will process your return provided the return items are in a suitable condition, unworn, with all original labels attached and are not excluded from the returns policy. We do not accept returns on earrings, socks, or swimwear for hygiene reasons.
Please note, we are also unable to accept in store purchases via post - they must be returned in store.
When will I get my refund?
We process all authorised returns on receipt. Once processed, you will receive a refund confirmation email. Your refund will usually appear in your account within one to three business days, however, it can take up to 14 business days depending on your payment provider. If you have any doubts or questions, or haven’t received a refund confirmation email, please message us at firstname.lastname@example.org.
Will my shipping fees be refunded?
Please note, we do not refund original shipping fees. All shipping fees are non-refundable as per our Return and Refund Policy.
Are duties and taxes refunded if I return my order?
Unfortunately we are unable to refund duties and taxes, even if you return your order.
What do you do with items that get returned?
After receiving and inspecting returns to ensure that they’re in perfect condition, we steam them to disinfect them and then add them back into stock. We do this to ensure that every Glassworks piece finds its way to a loving home. Some larger brands may let returns sit in a warehouse or recycle them, but we take waste seriously.
Products and Inventory
Is your angora cruelty free?
Here at Glassworks, we are committed to responsible sourcing. This includes animal treatment, production processes, fashion fabrics, and working conditions. It has driven our supply chain decisions since the start of the Glassworks brand and has meant that we incur higher production costs, which we gladly pay. Over the coming year, we will begin to communicate more actively about our choices in these areas and our continued efforts to improve.
Specifically referring to the mohair and angora that you viewed in store, we work with suppliers that source ‘cruelty free’ threads to create these garments and accessories. 'Cruelty free' threads are made from animal hairs harvested via sustainable hand-combing or shaving. This is a more expensive process, but well worth it to ensure animal welfare.
Enforcing a strict code of conduct throughout the entire supply chain is a significant challenge. However, it's one that we feel is worth our time and energy. We will continue to devote increasing resources in an effort to achieve optimal supply conditions.
I can't find an item I've seen online.
As you know, here at Glassworks we work hard on providing weekly drops of exciting, limited-edition pieces. This allows us to reduce waste by avoiding overproducing lines, but it also means that our most loved pieces often sell out quickly. To avoid disappointment, we recommend not waiting too long before getting the pieces you like. Alternatively, you can also shoot us a message at email@example.com or use our Contact form to enquire about the availability of an item.
Why do you only have limited sizes available?
We carry a variety of styles and fits, which suit a broad range of body shapes. However, we produce very limited runs and are therefore limited in the size range that we can offer. We have always wanted to broaden our size range to ensure our customers can find their perfect fit and we’re excited to be able to introduce more sizes of some of our styles. In the meantime, if you’d like any information regarding the size of an item (specific measurements, more pictures, whatever you need!), then please pop us an email at firstname.lastname@example.org and we will be happy to help.
Why are you sometimes unable to fulfil orders?
We work fast to prepare your order and ship it to you, but sometimes glitches in our inventory system means the item has already sold out, or when we pick it we realise it’s in less-than-perfect condition. This is very unusual but if it does happen, we’ll get in touch to let you know why your order is delayed and give you a few options to move forward, which we will then promptly arrange on our side.
Payments and Discounts
What currency can I shop in?
We accept all currencies supported by Visa, Mastercard, Maestro, American Express, Discover and Diners Club. By shopping in your local currency, you’re able to shop without paying any conversion fees. Please note that prices will be automatically converted by Shopify.
What payment methods can I use?
You can pay using Apple Pay, Google Pay, Paypal, Bancontact, iDEAL, and all payment methods covered by Shop Pay (Debit card, Mastercard, American Express, etc.). You can also pay with Klarna.
What is Klarna?
We've partnered with the financial service, Klarna, to offer you more flexible payment options, including “Buy Now, Pay Later” and instalment payments. We understand that not all of our customers can pop in store to try before purchasing, so the additional flexibility allows everyone with Klarna to place an order, and return unwanted items before paying for them.
As with any form of credit, overborrowing from, or making late repayments to, Klarna, could have a detrimental affect on your credit status.
How do I use Klarna?
Simply shop to your heart’s content and add your favourite items to the basket. When you’re ready to check out, select Klarna as your payment method. Please note Klarna has an eligibility criteria required for using the service.
Please visit Klarna’s website for information on how to apply and more: https://www.klarna.com/uk.
Where do I enter the promo code?
Once you click Checkout, you’ll see a box under your cart for gift card and discount codes. Simply enter your code and click Apply.
I signed up for the Welcome Offer but have not received an email.
Oops, we must have experienced a technical glitch. Shoot us an email at email@example.com so we can check what went wrong and send you your 10% discount code.
I clicked on a link through a coupon platform but my discount hasn't applied.
Drop us an email at firstname.lastname@example.org and we’ll look into this. Please note that we don’t currently offer coupons or discount codes on third-party websites. The best way to get a deal is through our Welcome Offer or by checking out our sale selection.
Do you do Black Friday/Boxing Day/Sales?
Our sales are not like other sales. Because our collections drop in limited edition runs, our sales also tend to be limited. We minimise waste by underproducing and clearing our stock throughout the season. This means we don’t do heavy discounting like some of the bigger brands. You can find our small sale selection here.
Do you do student discounts?
Yes we do. Head to our Student Discount Page or find us on Student Beans to grab your 10% off code.
Do you offer discounts on bulk orders?
We don’t currently offer discounting for bulk orders. However, if you’re interested in buying a large quantity of stock as a reseller, or in placing a large corporate order, get in touch via our Contact form.