Terms - Glass by Heather

Our company handcrafts all products within 2-6 weeks.
Oftentimes, orders process faster than that but we can’t guarantee a faster processing time.
Items marked as “Ready-to-Ship” are pre-made and available to ship immediately.

Made to Order vs. Pre-Made
Check a listing carefully to understand if a product is pre-made and ready to ship or if the product is ordered before it’s handmade.
Both are handmade but the pre-made is shipment ready while the made-to-order products take up to 2-6 weeks to be created for you.

The product(s) you receive might vary slightly from the product picture due to the nature of your product(s) being 100% handmade.

Care for your new product(s) by:
* Clean jewelry with a damp cloth and dry with a soft cloth
* Clean fused glass with a damp cloth or hand wash in warm soapy water. Dry with a soft cloth.
* Clean stained glass with a damp cloth or hand wash in warm soapy water. Dry gently with a soft cloth. (Never let stained glass soak in water)

Your product(s) can be damaged if:
* Too much pressure is applied
* Dropped on hard surfaces
* Cleaned with abrasives
* Left in water for extended period of time (particularly stained glass)

Custom orders
We always love creating new products from scratch.
Please contact us for a quote.
Custom orders can have a lengthier processing time.
Ask us for details.

Our company ships primarily through the following carriers:
* Canada Post/USPS

International shipping
We happily support and love our international customers.
We ship all International products through Canada Post/USPS.
Glass by Heather is not responsible for duty or brokerage fees for international shipping.
These charges come from your country during importation of your package.
Cost calculations
We do our best to apply fair shipping costs to each order.
* Shipping costs are calculated automatically during checkout.

Selecting expedited shipping during checkout does not ensure a faster processing time. Your product may still require 2-6 weeks to be handmade.

Our policy for returns is 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Personalized and/or customized goods are exempt from being returned.
Additional non-returnable items:
* Gift cards
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
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 the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@glassbyheather.com
Sale items
Only regular priced items may be refunded, unfortunately sale items are final sale and cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customerservice@glassbyheather.com and send your item to: Glass by Heather PO Box 976 Teulon, Manitoba R0C 3B0.
To return your product, you should mail your product to: Glass by Heather PO Box 976 Teulon, Manitoba R0C 3B0.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
If returning an item for refund, we recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.