Shipping & Returns
Last updated 8 November 2025
1. DELIVERY OF ORDERS
We always aim to dispatch your order within one working day, unless specified your order will be sent either via Royal mail recorded delivery either via using the Courier service (e.g. DPD).
The Royal Mail deliver on most days of the year, including Saturdays. However, they don’t usually deliver on bank and public holidays.
For more information about the Royal mail postal services please see www.royalmail.co.uk, You may monitor your shipment via our track and trace or independently via the delivery service provider. All shipment information will be supplied in a separate email along with the tracking number.
· UK Delivery Service
· International Delivery Service
Our delivery chosen service requires signature on delivery.
The Royal Mail aim to deliver packages within 3-5 working days,
but it may take up to 20 days for delivery to Europe and up to 30 days for the rest of the world (ROW).
For international orders, Laterna Glass Crafts and Jewellery cannot be held responsible for any delays caused during destination customs clearance process.
NON-UK DELIVERIES: Your delivery may or may not be charged customs or import charges, depending on the amount of your order. If your shipment is charged, the recipient is responsible for covering these fees. Unfortunately, these charges are outside of the company’s control and vary greatly from country to country, so we can’t forecast what your specific charges will be. We recommend contacting your local customs office for more exact information so you are not shocked if there are any unexpected shipping costs at your end.
2. SOME THINGS TO CONSIDER BEFORE PLACING YOUR ORDER
i. Our office and workshop are both closed on weekends and public holidays.
ii. We are unable to combine orders in order to reduce postage costs. Please ensure you have all of the items you need in your cart before finishing your transaction.
iii. We occasionally close for stock replenishment, holidays, and other reasons. To keep customers informed, we shall make a notice on our website when this occurs.
iv. If you provide an inaccurate address, please inform us as soon as possible because we attempt to ship orders within 24 hours and cannot change the delivery address after it has been sent. We are not liable for any inaccurate addresses submitted to us. You may be charge for any additional costs in the instance that there is incorrect information supplied to us and further postage charges are incurred.
v. Please double-check that all your details have been filled out correctly before completing your order.
3. ESTIMATED DELIVERY TIMES
Most purchases will be sent within 2 working days, however please be advised that during peak seasons and sales, this may take up to 10 working days. Please keep in mind that we are unable to speed up processes such as customs checks. We will always investigate the location of your order after it has left us.
* All orders are shipped using fully tracked services.
If you have any queries or require any further assistance, please email [email protected], within 14 working days of receiving your order.
4. LATE AND LOST DELIVERIES
Please contact us if your delivery has been delayed for more than 7 days (10 days for international orders) and we will assist you in monitoring the location of the parcel. Often, a delivery effort has been made and your order is waiting at your local post office, but without an indication of a delivery attempt card at your door step. Alternatively, customs checks may take a bit longer than normal.
We are unable to refund or replace lost products until 15 working days following shipping (25 days for international items), since this is when Royal Mail considers things to be lost.
We cannot be held liable for packages lost or damaged by any courier provider, but we will do everything we can to assist you.
Orders that have not been collected from the depot/post office or that have not reached their destination will be returned to our company, and you may be required to reimburse postage fees to re-send your products.
If a delivery is denied or an erroneous address is entered at checkout, the customer may be held responsible for all shipping charges associated with the transaction and its return to us. The cost of delivery may be deducted from the refund amount. Refused and undeliverable items can take several weeks or more to reach our facilities, and travel time is entirely dependent on the shipping provider. Laterna Glass Crafts and Jewellery will not issue refunds until the products are returned to our facilities.
The package for overseas products is handled by more than one postal service. We cannot guarantee delivery of goods because the destination postal provider is responsible for this. Delays may occur due to customs clearance, which might take up to two weeks.
We always advise you to select a secure delivery address.
5. RETURNS INFORMATION
We thoroughly inspect all things before shipping. If you get an item that is damaged or wrong, please notify us by email within 48 hours of receipt and explain the reason for the return. As evidence, a photograph of the damaged/wrong item will be requested on this occasion. Please return the item within 14 days.
You are responsible for the expense of return postage, and we recommend that all returns and exchanges be done by recorded delivery postage. Please keep in mind that if the returned products were purchased with free shipping, a standard shipping charge will be applied to the order prior to refund being processed.
6. HOW TO PACK RETURNS
It is very important that all items returned to the company are packaged appropriately. Please do let us know if you are returning your order by email to [email protected], the dispatch note received with your order has a return address label for your use. Returns must be unworn, in the state you received them and with original packaging accompanied by the order form (please keep a copy for your reference).
Goods are returned entirely at the sender’s risk. Laterna Glass Crafts and Jewellery cannot be held responsible for any damage or loss sustained in transit, however caused. We will acknowledge receipt of the package to you via email.
Return address: PO BOX 16638, GLASGOW, G31 9BU
7. REFUNDS
You will be refunded within 5 days of the products being returned to you; however, card refunds may take up to 10 working days for your bank to process. The firm assumes no responsibility for how long specific banks take to process cards.
Taxes and customs charges are non-refundable. You might be able to retrieve these by calling your local customs office.
If the items are broken or faulty, you must notify us within 72 hours of receiving your purchase. This can be done in writing via email to: [email protected].
Due to hygiene concerns, we are unable to grant a refund or replacement on specific types of jewellery (such as earrings) unless the goods are damaged. In the unlikely event that items are damaged during transit, we may request that they be returned to us. We will accept photographic documentation as proof of damages in some cases, but we have the right to ask for the products to be returned even if picture evidence is supplied.
We will refund the cost of return postage in the case of damaged/wrong items (you must provide proof of receipt for delivery charges). Otherwise, you will be responsible for the cost the delivery of returned goods.
8. YOUR RIGHTS
You have the legal right to cancel any order and return within 14 working days of receipt of the product and return it for a full refund. This does not apply to orders that have been discounted or goods purchased during sales or special promotions.