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Frequently Asked Questions

This page contains questions that have been asked by our customers. If you have a question that isn't answered below, please ask your question.

Delivery information
Q I would like to order glassware but I'm concerned about breakages.
A All of our glassware cartons are custom made to enable our glassware to travel safely. We have taken great care in the packaging as many of our customers in the UK, Canada and USA are large mail order companies.

Q I would like to order glassware to be sent to a friend/relative at their home address.
A Many of our orders are mailed direct to the customers choice of address for a gift for someone. At the checkout the customer is asked for the delivery address. The invoice will be mailed to the customer's/cardholder's address. We will also include a personalised message with the gift if required.

Q What are the delivery times within the UK?
A 2-3 days on average. We mail out most orders by recorded delivery. Larger orders travel by Parcelforce and can take 4 working days. If a customer needs an order very quickly please e-mail or telephone and we will arrange next day delivery if the item is in stock.

For overseas orders delivery is 5-8 days on average. Canadian and US orders tend to take 5 working days.

Payment information and Taxes
Q How difficult is it to order on-line?
A Our website checkout process is simple. We use Worldpay to process all credit and debit card payments. The site is a secure one. When ordering remember to carefully select the correct options for delivery zones as the default is set at UK therefore if you are ordering for delivery outside the UK you will need to select one of the options EU, Rest of Europe or Other.

Q I am ordering from outside the UK and wish to know the cost of goods and delivery in my currency.
A At the bottom of each of the order pages where selections are made to order there is a currency link where you can enter the cost of the goods in British Pounds and select which currency you wish to convert to.

Q Do you have wholesale prices?
A For quantity orders such as weddings we would be able to offer a discount. For specific trade orders please contact beverley@celticglassdesigns.co.uk for trading details.

Q What payment methods do you accept?
A We accept payment by cheque, postal order, money check, Delta, Mastercard, Visa, Switch. Unfortunately we do not accept American Express payment.

Q I am ordering outside the EU countries do I have to pay Value Added Tax (VAT)?
A All of our prices include 15% VAT. If you are ordering from outside the EU e.g. Australia, Canada, USA the checkout will deduct the 15% from the retail price of the order.

Product information
Q I wish to check for availability of product and order by telephone, is this possible?
A Yes we take telephone orders and will accept credit card payments over the telephone Monday to Friday 9am - 4pm GMT.

Q The goods aren't quite what I expected can I return them?
A If the goods are intact and returned to us within 7 days we will refund the payment less the cost of the original delivery charges.

Q How do I keep up to date with new product and designs?
A We have a mailing list which members can opt out of at any time. To join, select the Mailing List link on the home page and you can subscribe to receive news and updates of our new product and designs.

Special orders and requests
Q I have a special celebration and would like an item commissioned for the occasion.
A We are often asked to do personal designs for customers in particular for weddings and anniversary celebrations. If the design is not already on our website we would make a small charge to do the design in addition to the cost of the glassware.

Problems
Q When I try to check out, why does it tell me that my basket is empty?
A There are a couple of reasons why your basket may be empty. One is that it timed out, which can happen if there is a long delay between you putting the items into your basket and then checking out. And the other is that your browser is set to decline cookies, which we use to hold the basket information.

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