Answers to the questions we hear most. Can't find yours? Email us at david@giltandglass.shop and we will reply within 2 business days.
Where do you ship?
We currently ship to addresses within the United States only. Some items may not be available for delivery to PO boxes, APO/FPO addresses or U.S. territories.
How long does an order take?
Orders are processed within 1 to 3 business days and most arrive within 3 to 7 business days after that. The estimate in your shipping confirmation is the best guide for your order.
How do I track my order?
When your order ships, we email you a tracking number. Tracking can take 24 to 48 hours to update after you receive it.
Why did my items arrive separately?
Items in one order may ship from different warehouses, with separate tracking numbers and arrival dates. You are never charged extra for a split shipment.
What if my order arrives broken or damaged?
Glassware is fragile, and we are sorry if something arrives damaged. Email us within 7 days of delivery with your order number and clear photos of the item and the packaging. We will send a replacement or issue a full refund at no cost to you. You do not need to return broken glass.
Can I return an item?
Yes. You may return unused items in their original condition and packaging within 30 days of delivery. Please contact us first so we can send you the correct return address, because our products ship from different warehouses. Return shipping is paid by the customer unless the item was damaged, defective or sent in error.
When will I get my refund?
Once your return is received and inspected, we refund the item price to your original payment method within 5 to 10 business days.
Can I cancel or change my order?
You can cancel an order any time before it ships by emailing us your order number. Once it has shipped, please use the return process above.
My package has not arrived. What should I do?
If your order has not arrived 10 business days after it ships, contact us and we will investigate and, if needed, reship or refund your order.
How do I contact you?
Email david@giltandglass.shop with your order number if you have one. We reply within 2 business days.