Frequently Asked Questions

Unfortunately my insurance policy doesn’t allow me to have visitors to my studio 🙁

If you are local and would prefer to collect your order from my house, please contact me in advance. On pickup, you will need to sign a receipt to say you’ve collected your order.

Yes you certainly can! I do advise to remove or protect your glass in windy or adverse conditions.

Fused Glass doesn’t fade in the sun and is a perfect addition to a garden, patio or balcony.

You certainly can! Fused glass is an ideal option for these areas, whereas more traditional art will deteriorate in a moist atmosphere. Fused Glass is completely sealed and not susceptible to mould or affected by damp conditions.

Please only wipe your Fused Glass with a moist cloth. Don’t use abrasives or chemicals on it.

There are absolutely no fading or warping issues with fused glass art, making it ideal for areas in strong sunlight.

There are a range of postage options to choose from within your Basket or at Checkout. Prices start from £2.99 for smaller items and £4.60 for parcel orders.

All orders are sent Signed For or Tracked, depending on which service you choose, with the exception of Ashes Jewellery products which are sent Special Delivery.

FREE 2nd Class Signed For Delivery is available on orders over £80, excluding Ashes products.

International customers can buy through my Etsy store.

All orders are packaged extremely well to prevent damage in the post. The packaging I use can be re-used or recycled and I encourage you to recycle or re-use the bubble wrap, foam and ribbons.

A postage price can be calculated on the Basket page.

Order Information

Stock Status:

Handmade to Order: Current turnaround time from receiving your order to posting is up to 7 Working Days, delivery time is in addition to this. If you need your order sooner, there is a “Rush Order” option at checkout.

In stock – Please allow up to 3 working days for your order to be dispatched. Delivery time is in addition to this.

Standard Signed For: Once your order has been completed and sent, you should receive an email detailing your order with a Royal Mail Reference number. This doesn’t give full tracking but does provide limited information on the status of your order progress.

Unfortunately, these emails often go into your spam/junk folder, so please check its there.

If you opted for Royal Mail Tracked or DPD, full tracking is provided via an email once your order has been dispatched.

Absolutely! All orders are packaged securely to protect the glass inside. I have had very few breakages.

I encourage you to recycle or reuse/gift the packaging your glass arrives in.  Most items are wrapped with ribbon & tissue paper – if you’d prefer not to receive your items ‘prettified’, please state this on checkout in the notes section.

Oh no! If this happens, please take photos of the box and contents and email me at hello@vividluxglass.co.uk as soon as possible.

It’s very rare that items are damaged on arrival but please be assured you will receive either a replacement or refund on receipt of photos. You may be asked to return the damaged item/s (at my expense).

In the unlikely event your order hasn’t arrived within 5 business days after posting, please contact me at hello@vividluxglass.co.uk or check your Royal Mail reference number here. A delivery attempt may have been made but no card left, in which case you can rearrange delivery online, or collect from your local depot.

Royal Mail don’t count anything lost until 15 days after posting for UK and 32 working days for International.

I will always do my best to investigate but a refund/replacement unfortunately can’t be given until the Royal Mail cut-off for lost mail has been reached.

Please remember, delivery time is in addition to processing time. If my processing time is 7 working days and you choose 2nd class postage that will add a further 2-4 working days.

Yes.

Under The Consumer Contract Regulations, your right to cancel begins from the moment you place your order, up to 14 working days after receiving your order. Your right to cancel is unconditional.

You can return an item for any reason such as faulty, not as described, not fit for purpose, you’ve changed your mind and more.

Items marked as being reduced for having a defect, damage, sale or any other reason will be exempt from the returns policy.

Return postage will be paid by the customer if the order is no longer wanted. If the reason for the return is my responsibility return postage will be paid by Vivid Lux Glass.

Returning Custom Items:

Custom made items are exempt from The Consumer Contract Regulations – the only exception being is if they’re faulty, not as described, not fit for purpose or any other fault of Vivid Lux Glass. 

You can view detailed information about the Returns and Refund policy on the Terms and Conditions page.

I’m really happy to help!

Please message me on my Facebook page or pop me an email to hello@vividluxglass.co.uk

I love getting feedback 🙂

If you’d like to leave a specific product review: Go to the product in my shop. From there you can slect the “Review” tab, then you can go ahead and write a beautiful review!

If you’d like to leave a Google review, please go here: Google Review

I will gladly design and create a bespoke piece for you. Get in touch to discuss your requirements.

Once a design has been agreed upon, an invoice for the full cost will be sent along with a completion date. Once the invoice has been paid, work will start. Any amendments after the design has been agreed will be subject to a further charge. Progress photos can be arranged.