Delivery & Returns

We hope that you love your new purchase, but if for any reason you are unhappy with your goods you can return an item in its original condition and packaging, within 28 days of receipt of the goods, for a replacement item or a full refund. Note: specially commissioned individual pieces, such as windows, panels, mirrors or light shades, can only be returned if discovered to be faulty on delivery and reported within 24 hours of receipt.

All items must be returned to us before a refund or replacement can be issued. Here’s what to do:
Please call us on 07974 189219 or alternatively email linda@staging.orchidstainedglass.co.uk

Otherwise, please write to the following address:
Orchid Stained Glass
4 Farm Cottages
Mayles Lane
Knowle
Fareham
Hampshire PO17 5LZ
United Kingdom

To Cancel an Order
To cancel an order, please drop us an email at linda@staging.orchidstainedglass.co.uk with details of the order you are cancelling. There may be a charge if the order is cancelled after dispatch. For larger special commissions cancelled, where a deposit has been paid, the deposit is not refundable. A further fee may be charged for work completed up to cancellation.

Returns
You can return any small product you’re not happy with within 28 days of receiving it, provided you have contacted us within 7 days of receipt to advise of its return. All products must be returned undamaged and in their original packaging to receive a full refund. All return costs must be paid by you and for extra peace of mind we advise you use recorded delivery as, until we receive the goods, they remain your responsibility.

If the item has been damaged, used or is not returned in its original packaging, we reserve the right to withhold a percentage of the refund value should the item need to be reduced in price for resale.

You must report all damages within 24 hours to claim a replacement.

Products
If you receive a product that is defective, please contact us within 7 days of receipt of goods informing us of the problem. You can return it within 28 days and either receive a replacement item or a refund. Please make sure you return the item undamaged in its original packaging.

Incorrect Goods Sent
If we accidentally send you something that you have not ordered or that is not a substitute item, please contact us within 7 days informing us of the problem. You can return it within 28 working days unused in its original packaging and you will not be charged. In this instance Orchid Stained Glass will reimburse the cost of returning the goods.

Gift Vouchers
Please be advised that gift vouchers are only redeemable for a 12-month period from the date of issue. Please enter the code on the back of the voucher at the checkout when you redeem it.

Delivery Times
Small Products (jewellery and tableware) – up to 1 week unless notified.
Terrariums – up to 3 weeks unless notified.
Larger and bespoke commissions – as advised individually.

Delivery Costs
UK: from £5.00
Europe: from £8.00
Elsewhere: from £12.00