Draft — pending legal review. Confirm the wording against Amazon’s current returns policy in both marketplaces, and against consumer law in the US and Canada, before publishing.
The short version
You bought from Amazon, so you return to Amazon. Go to Your Orders, find the item, and choose Return or replace items. You do not need to contact us first and you do not need our permission.
Amazon sets the return window, not us, and it varies by item, by marketplace and by time of year (the holiday window is usually extended). The window and the options shown in your Amazon account are the ones that count — we have deliberately not printed a number here, because ours would go stale and yours would be wrong.
Broken on arrival
Choose the damaged-item option when you start the return. Amazon will replace or refund it, generally without asking you to ship the broken piece back. Do not package up broken glass unless Amazon explicitly asks for it.
If you have a moment afterwards, drop us a line at [email protected] — which piece, and what the box looked like when it turned up. We cannot fix your order from here, but breakage patterns are the only real signal we get about which packaging needs changing. And we do change it.
What counts as a fault
These are faults, and you should return the item:
- A chip, crack or sharp edge anywhere on the piece
- A lid that does not seat flush on the jar it arrived with
- A piece that will not stand level on a flat surface
- A set with a missing or mismatched item
These are not faults, and are characteristics of mouth-blown glass:
- Small bubbles suspended in the body of the glass
- A wall that is slightly thicker on one side than the other
- A polished pontil mark on the base
- Slight variation in height or diameter between two of the same piece
We label every piece on this site as either mouth-blown or pressed for exactly this reason: so the distinction is clear before you buy, not after. And if something sold as mouth-blown turns up with none of those characteristics, we would genuinely like to hear about it.
Refunds
Amazon issues the refund to your original payment method once the return is processed. Timing is theirs; typically a few business days after the item is scanned by the carrier. We are not part of that transaction and cannot expedite it.