Return & refund policy
RETURN & REFUND POLICY
Sometimes what seemed like a perfect match just doesn’t work out. Here’s all the information you need to return or exchange unwanted items.
ECOMMERCE
Return Period
We accept returns of online orders within 30 days of receiving your order. You can send your pieces by post or drop them at any of our London stores.
Please reach out to our customer service team at hello@glassworkslondon.com.
Return Policy
Glassworks London guarantees a full refund on returned items provided they are in the original condition in which they were received. Returned items must be unworn, unused and undamaged with all original labels attached. Items must not be washed or altered in any way.
All returned items are individually inspected at our warehouse to ensure they are in good condition. If an item is damaged, worn or in an unsuitable condition we won’t be able to refund your order and may need to send your purchase back to you. In this case, please note that Glassworks London won’t cover shipping costs.
The items you wish to return are your responsibility until we receive them. Please pack the items carefully to prevent any damage during transport. We also advise that you request a shipping receipt at your parcel drop-off point to help track your return.
Due to hygiene reasons, we do not accept returns on socks, masks and only accept swimwear with the hygienic sticker attached. Earrings and piercings with a broken seal are non-refundable. Please note physical and digital Gift Cards are also non-refundable.
Please be advised, none of these rules affect your statutory rights.
Exchange Policy
If you’d like to exchange your item for a different colour or size, please return your unwanted item and place a new order.
Please reach out to our customer service team at hello@glassworkslondon.com.
Damaged Orders
We carefully pack all orders to ensure good condition. If you received a damaged item, please reach out to our Customer Support Team via our contact form.
We will refund your order fully to the original payment method, provided your items are not excluded from our returns policy for hygiene reasons. Please be advised this may take up to 15 working days.
Please reach out to our customer service team at hello@glassworkslondon.com.
Return Costs
UK MAINLAND ORDERS
We include a pre-paid returns label with your order. You can use this label to return unwanted items and a £3.95 shipping fee will be deducted from your refund. If you choose a different courier, you will be responsible for covering the shipping fees. We recommend using a tracked service as we are only able to process refunds once the returned order has been delivered to us.
Please note, we do not refund original shipping fees. All shipping fees are non-refundable.
INTERNATIONAL ORDERS
You can return your items using any courier service of your choice. We recommend using a tracked service as we can only refund returns sent via your courier of choice if they are successfully delivered to us.
Please note, we do not cover shipping fees for returns, and we do not refund original shipping fees.
LOST PARCELS
We dispatch via signed-for services and ask that you please select a secure delivery address. We will cover any shipments lost in transit but we are unable to replace shipments that are signed for at the designated address.
RETURNING IN STORE PURCHASES
You can return your in-store purchases by visiting any of our London stores. Please note we can only accept returns and exchanges within 30 days of purchase. To return your unwanted items, please ensure you bring with you the items you wish to return and the purchase receipt which includes the order number. Please note, the in-store team will not be able to refund your order without a valid receipt. Your order will be automatically refunded to your original payment method.
Our in-store team will process your return provided the return items are in a suitable condition, 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.