Refund policy

Returns

We want you to be completely satisfied with your order and we will do everything we can to achieve this. We pride ourselves in providing beautiful, artisan products backed up by an excellent service.

We realise that not every customer will want to keep their purchase, for whatever reason, and if you change your mind then you are entitled to return your order to us for a full refund.

If there are ever any problems we will do our utmost to put them right for you. However, if you receive your order and it is not what you expected or that it just doesn't suit the space you had intended to put it in, then all you need to do is let us know that you wish to return it by sending an email or calling us within 14 days of receipt. Assuming the item returned to us arrives in an undamaged state and in the same perfect condition as it was sent to you originally then we will duly refund your original payment.

All we ask is that you send us an email or call us within the 14 day period to let us know that you will be sending the item back. As soon as we receive the item we will credit your payment card (debit or credit card) or Paypal account with the original purchase total.

If you receive a product from us that is faulty, damaged, or otherwise defective in some way (instances such as this are very rare and are out of our control but the occasional problem can sometimes occur) then please get in touch with us as soon as you can (and no later that within 3 days of receipt of the item). We will reimburse you the postage cost once you send it back to us. As soon as we receive the returned item we will either send you a replacement or provide you with a full refund, whichever you prefer. In any event, we will address any problems as soon as we possibly can.

Refunds

If the item is damaged or faulty we will cover the costs for you to send the item back to us, should we ask you to send it. If you are returning the item for any other reason then you must bear your own costs in sending it back to us.  

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of your refund.

Assuming the refund is approved it will be duly processed and a credit will be automatically applied to your credit card or original method of payment within a certain amount of days.

Please note for hygiene reasons all earring products are non-refundable. Further, all custom-made and bespoke items are also non-refundable.

Late or missing refunds

If we have confirmed that a refund has been issued to you but you do not receive it then please first check your bank account (or contact your credit card company). It may take up to a week before your refund is officially posted to your account. If it does not show in your account then the next thing to do is to contact your bank. There is often some processing time before a refund is posted and your bank can advise you on this.

If after all this you have still not received your refund from us then please get in touch with us through our Contact Page and let us know. Alternatively you can simply reply to one of our emails (order confirmation or refund confirmation) and we will do all we can to help you.

Exchanges

We will only replace items if they are defective or damaged. If you need to exchange an item for the same item then please get in touch with us through our Contact Page and let us know. Alternatively you can simply reply to our order confirmation email. In all cases please make sure to quote your name and order number.

Shipping

To return your item you should send it to us by secure mail to:

Exmoor Glass Ltd,

Harbour Studios,

Porlock Weir

Somerset

TA24 8PT

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If in the event of a request for an exchange you are shipping an item back to us then we strongly recommend that you consider using a trackable shipping service or purchasing shipping insurance because we cannot be held liable for any damage to goods that are shipped by you to us. It is your responsibility to ensure the goods arrive back with us in the same perfect condition as they left.