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Terms and Conditions

SO HERE'S THE SMALL PRINT... 

Terms and Conditions and Store Policies

​SHIPPING POLICY

I aim to ship within 1-3 working days of the purchase, at busy times within 5 working days, excluding Personalised items, Custom Orders and Made to Order items whose times will vary. My shop is located in the UK, so UK Public Holidays apply. 


UK:
Orders to the UK have Free Shipping. Yeah!
I use 'Royal Mail First Class' or 'Royal Mail First Class Signed For' for most items, so items should be delivered within one day of being posted.
For larger Art Glass items I use 'Royal Mail Guaranteed Next Day before 1pm' service. Please note that Made to Order items have varying processing times. 


USA and Canada:
I try to keep Shipping costs low. I mainly use the 'Royal Mail International Standard' service, which aims to deliver within 5 - 7 working days after posting. Please note that this is NOT a tracked service, as tracking services by Royal Mail cost more than double the amount of standard shipping, but have exactly the same delivery aim of 5 - 7 working days.
For orders over a certain value I will use the 'Royal Mail Tracked International', which has the same delivery times of 5 - 7 working days after posting.
Orders over £ 90 will receive Free International Shipping. 


All Other Countries:
I try to keep Shipping costs low. I mainly use the Royal Mail International Standard service, which aims to deliver within 5 - 7 working days after posting. Please note that this is NOT a tracked service, as tracking services by Royal Mail cost more than double the amount of standard shipping, but have exactly the same delivery aim of 5 - 7 working days.
For orders over a certain value I will use the Royal Mail Tracked International, which has the same delivery times of 5 - 7 working days after posting.
Orders over £ 90 will receive Free International Shipping. 

Please contact me if you want a faster service or want to enquire about how long the order might take to ship. I am happy to look into alternative quotes for shipping. If your country is not listed in the countries that I ship to then please contact me on hello@mandytreptow.com, stating the item(s) you wish to purchase and the address and country you wish to have them sent to. I will then look into a possible shipping quote for you.

To protect our environment I sometimes reuse packaging material. Therefore please do not dismiss my packaging as unprofessional but think about its purpose. It is the quality of the item that you receive and its safe shipping that matters most to me.


RETURNS POLICY

If you receive an item that you are unhappy with please contact me immediately and let me know what the problem is. I will then assess the situation and will try to offer you a solution. 

You can return an item in the original packaging within 28 days of your purchase and I will issue a full refund if the item and box are undamaged. Shipping charges will not be refunded unless the item is faulty. Custom orders, Personalised or Made to Order items cannot be refunded.

ADDITIONAL POLICIES

Items for Sale:

Items in my shop are all handmade and original. Therefore colours, patterns or textures can sometimes vary. Design and colours of gift boxes may sometimes vary. Items listed in my shop may be also listed in other online shops or may be for sale at a stall. I am aiming to update my store whenever I sell an item listed here as soon as possible and within 24 hours of the sale. In the rare case of an item purchased here that has been sold at the same time somewhere else I will endeavour to either fully refund the item, offer an alternative or offer to remake the item where possible. In this case I will contact you as soon as possible and we can come to a positive agreement. By purchasing an item from my Shop you agree to this.

Personalised/Custom Items/Made to Order Items (collectively referred to as 'Personalised Items' here):

Personalised items will be made with the details/information given in the 'Message to Seller' Box during Checkout or via subsequent email correspondence. It is the buyers responsibility to check this information prior to purchase for correct details and preferred formats. Should the information provided by the buyer prove incorrect after the item is made, then the item can be remade at full price payable by the buyer. All personalised items have to be paid in full and the payment cleared before making the item. Please note that due to the amount of materials used, as well as the time and kiln space involved in making these items, Personalised/Custom/'Made to Order' items are non-refundable. By purchasing a personalised item the buyer agrees to this.

Glass Art Items (This includes Personalised/Custom Items/Made to Order Items):

Due to the many layers Glass Art items can suddenly develop faults in the future, which cannot be foreseen. This is not down to quality of the work but the technicality of the glass and happens very rarely. To avoid this as much as possible Glass Art Items are ideally kept away from heat sources, drafts and sudden temperature changes. I am not responsible if a piece develops faults or cracks after purchase as I know how to avoid this possibility as much as possible during the making of the piece. Should a piece break or crack then the item can be remade at full price payable by the buyer. By purchasing a Glass Art item the buyer agrees to this. 

A small number of Art Glass Items are made to order. The items are clearly marked as 'made to order' and the photographs show finished pieces that have already sold. I will endeavour to make an identical item but as these are so unique colours, textures and patterns may vary. All other Glass Art items show photographs of the actual pieces that you are purchasing.

Some Glass Art items may include fixings for the buyer to install the piece onto a wall or elsewhere. Instructions will be supplied. These are the buyers responsibility and I am not liable if the piece breaks during installation. A new piece can be made at full price payable by the buyer.

With pieces that come ready to hang, or with fixings supplied, it is the responsibility of the buyer to ensure that adequate fixings are used to hang/fix an item to a wall. I am not responsible if a piece breaks during installation or breaks as a result of fixings used by the buyer being inadequate for the weight of the piece. A new piece can be made at full price payable by the buyer.


PRIVACY POLICY


Information I collect:
To fulfil your order, you must provide me with certain information, such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information (for a custom order, for example), if you contact me directly.

Why do I need this information?

I need this information for fulfilling your order and the processes involved such as payment and shipping. I also require this information to fulfill my obligations as a business, such as tax payments and similar.

How do I store this information:

I will store this information safely and securely both electronically and on paper as part of running my business. Your information is not shared with anyone, but I may need to disclose this to tax and other authorities as part of my obligations as a business. I may also disclose your address to any shipping providers as part of the order processing. I will not share your information with anyone other than the authorities I am required to by law.

Newsletters and Mailing Lists:

You can opt into my mailing list at
https://mandytreptow.com/pages/newsletter-sign-up
I will only email you if you have given explicit consent to do so by signing up to the link above*. You can opt out at any time by emailing me at hello@mandytreptow.com.

If you have any queries regarding this, please contact me at hello@mandytrepow.com

*This part of the policy has been in place since 25 May 2018.