Frequently Asked Questions
Find answers to the most common questions about our glass products, custom orders, production process, shipping, workshop visits, and handmade pieces.
Quick Overview
- General product and custom order questions
- Production and lead time information
- Shipping, delivery, and damage support details
- Trade, workshop, and handmade glass information
General Questions
A quick overview of what we offer, who our products are for, and what is needed for custom work.
Custom orders are welcome
We work with both one-off requests and larger projects. If you have an idea in mind, our team can review it and confirm whether it can be produced.
- Single custom pieces
- Bulk production
- Commercial and design-led requests
What products do you offer?
We produce and sell a wide range of glass products, including decorative blown glass, fused glass, and other handcrafted glass items.
Do you manufacture the glass yourselves?
Yes. All our glass products are manufactured and processed in our production facility using professional equipment and quality-controlled processes.
Who are your products for?
Our glass products are suitable for homeowners, interior designers, architects, contractors, and businesses looking for high-quality custom glass solutions.
Do you offer custom glass designs?
Yes. Clients are welcome to come to us with their own ideas or designs, and we will assess whether the piece can be produced.
What information do I need to provide for a custom order?
To prepare a quotation, we usually need the following details:
- Dimensions (width, height, and thickness)
- Type of glass required
- Design or colour preferences
- Quantity
- Delivery location
Is there a minimum order quantity?
No. We can produce both single custom pieces and larger bulk orders depending on the project.
Production & Lead Times
Timing depends on the order type, complexity, and current production schedule.
How long does production take?
Production time depends on the size and complexity of the order. Most standard orders are completed within a few days to a few weeks.
Do you accept urgent orders?
In some cases, yes. We may be able to prioritise urgent projects depending on our production schedule. Please contact us to discuss availability.
Do you offer bulk production for large projects?
Yes. We regularly supply glass for commercial and architectural projects and can handle large production volumes.
Shipping & Delivery
Information about international shipping, packaging, delivery timing, and damaged orders.
Do you ship internationally?
Yes, we can arrange shipping to many countries. Delivery options depend on the destination and the size of the order.
How is the glass packaged for shipping?
All glass is carefully packed using protective materials and reinforced packaging to minimise the risk of damage during transport.
How long does delivery take?
Delivery times vary depending on the shipping destination and transport method selected.
What happens if my order arrives damaged?
If your order arrives damaged, please contact us immediately and send us photos of both the packaging and the product so we can assist you as quickly as possible.
Trade & Commercial Orders
We also support professionals, project teams, and business clients.
Do you work with architects and contractors?
Yes. We regularly collaborate with architects, builders, designers, and commercial clients on a wide range of projects.
Can businesses place large commercial orders?
Absolutely. We support large-scale production for construction, hospitality, retail, and other commercial projects.
How can I contact you for a project?
You can contact us through our website, by email, or by phone. Our team will get back to you as soon as possible to discuss your project requirements.
In-Store & Product Questions
Useful answers for visitors, travellers, and customers buying decorative handmade pieces.
Can I transport glass items in hand luggage?
Yes, our glass items can be transported in hand luggage.
Can I get a tax refund?
Yes. Customers travelling from outside Europe may be eligible for an 11% tax refund. When making your purchase, please ask our sales team for the required tax refund form. This document must be presented at the airport, together with the purchased items, when departing from your last European airport.
Is the gold in the glass real gold?
Yes. We use real 24-carat gold sheets, which are infused into the glass during the production process.
Are your items dishwasher safe?
Yes, many items are dishwasher safe. However, we always recommend hand washing, as glass is fragile and extra care helps preserve it for longer.
Can the colour of the glass fade?
No. The colour is infused into the glass during production. It is not painted on the surface, so it will not peel, wash away, or fade over time.
Can I pour boiling water into your cups or glasses?
No. Our glass is not tempered for extreme heat, so pouring boiling water into it may cause it to break.
Is everything available in store also listed on the website?
No, not all items available in our stores are listed online. If you see something in-store that you cannot find on the website, please contact us by email and we will do our best to assist you.
Workshop & Visiting Questions
What visitors can expect when coming to the workshop and production area.
Can I come to the factory and make something myself?
Unfortunately, no. Due to health and safety regulations, visitors are not allowed to participate directly in the production process.
Can I buy an item that I see being produced?
No. Each item needs approximately 24 hours after shaping before it is fully ready, so it cannot be sold immediately during production.
Can we visit the workshop?
Yes. The workshop is open for visits from Monday to Friday, between 9:00 AM and 4:00 PM, free of charge.
Handmade Glass Questions
Because each piece is handmade, every item has its own character and slight variation.
Are the items hand-blown or machine-made?
All of our glass items are hand-blown by skilled artisans. We do not use machinery for mass production, which means every piece is unique and may have subtle variations in shape, detail, and character.
Will I receive the exact item shown in the picture?
Not exactly. Product images are provided as a reference only. Because all our pieces are handmade, each item is unique. You will receive a piece that is very similar in style, shape, and quality, but not completely identical. This individuality is part of the charm of handcrafted glass.
Still Have Questions?
Contact our team for help with product enquiries, custom projects, trade requests, or delivery questions.
Contact Us