Refunds, Exchanges, and Replacements for Damaged Glassware:

At Lodore, we take great pride in the craftsmanship and quality of our hand-blown glassware. Each piece is individually made, ensuring its unique character and beauty. While we package our products with the utmost care to prevent damage during shipping, we understand that issues may occasionally arise.

To maintain the highest level of fairness and transparency for all customers, please note the following policy regarding refunds, exchanges, and replacements:

Refunds and Exchanges:

We are unable to guarantee refunds or exchanges for broken glassware reported more than 10 days after the date of purchase.

Replacements for Broken Glassware:

Claims for replacements due to damage or defects must be made within 10 days of receiving your order. This allows us to verify the condition of the product and investigate any potential issues with our packaging or shipping process.

To provide consistent quality and service, it is essential that any issues are reported promptly. This enables us to address the matter quickly and efficiently. Beyond the two-week window, it becomes challenging to determine whether breakage occurred due to factors beyond our control, such as accidental mishandling or improper care.

Sustainability Commitment:

As a brand rooted in sustainability, we aim to minimise waste and overproduction. Offering refunds or replacements beyond this timeframe would conflict with our commitment to environmentally responsible practices. We encourage customers to inspect their glassware upon delivery and contact us immediately if any issues are found.

Thank you for your understanding and support in helping us uphold the values of craftsmanship, quality, and sustainability.

For further inquiries, please reach out to our customer support team at info@lodore.shop

Before the Item has been Dispatched:

If you cancel your order before it’s been dispatched, we offer a refund to the same value as the purchase price. But you’ll need to act fast! Email info@lodore.shop, including contact and order details.

After the item has been Dispatched

We do not exchange or refund due to a change of mind. We can only offer an exchange or refund due to damaged or incorrectly sent items. If this unfortunately occurs, please let us know within 7 days of receiving your order and our small team will do their best to resolve the issue as soon as possible.

Custom, Sale, Bundles and Discounted Items:

Any items purchased at a sale, bundled, custom made or discounted price are not able to be returned or exchanged.

Returning your Glass:

Provided you have not removed the packaging, you will need to return the items/s to our Sydney Warehouse in original packaging at your own cost.

Please note that we’re unable to issue REFUNDS for change-of-mind returns.

ITEMS DAMAGED IN TRANSIT :

Unfortunately, items are occasionally damaged in transit which is a situation out of our control. All damages need to be reported to us within 7 days of receiving your delivery.

IF YOU NOTICE THE DAMAGE ON DELIVERY :

If an item arrives and you notice the packaging or the item itself is clearly and significantly damaged, please take photos or videos of the damage.

Refuse to accept the delivery and email us those photos immediately. We'll share your feedback with our delivery partners and suppliers to ensure the service and quality of packaging is improved.

IF YOU NOTICE THE DAMAGE AFTER DELIVERY:

If you don’t notice the damage until after it has been delivered to you, please take photos or videos of the damage. Email these to us within 7 business days of receiving your delivery.