Delivery & returns

UK delivery

Free, by Royal Mail Tracked 48, to addresses on the UK mainland. It is already in the prices shown — there is no delivery charge added at any point, whatever the size of the order.

Every parcel is tracked and we send you the tracking number when it goes out.

Faster services

If you are up against a date we can send by Royal Mail Tracked 24 or by Special Delivery instead. These are charged at cost — tell us when you approve your mockup and we will add the difference to your invoice rather than guessing.

Addresses we quote separately

The Scottish Highlands and Islands, Northern Ireland, the Isle of Man, the Channel Islands and the Scilly Isles are quoted per order, because carriers charge us more to reach them. It is usually a small amount and we will tell you before you pay anything.

International delivery

We ship outside the UK, most often to Europe. International delivery is quoted per consignment and paid by you, because the cost depends heavily on the destination, the weight and the number of parcels.

Goods leaving the UK are zero-rated for UK VAT, so you are not charged UK VAT on the glasses. Any import VAT, customs duty or carrier handling fee in the destination country is payable by you on arrival. We cannot predict those charges and we cannot mark a parcel as a gift or understate its value.

Tell us where you are and roughly how many glasses you want, and we will come back with a proper number.

How long it takes

We confirm the lead time with your mockup, before you pay, so you always know the date before you commit. As a guide, most orders under 48 glasses go out within about a week. Larger runs take longer, and how much longer depends on the size of the order and what else is on the bench.

If you are working to a deadline, say so at the start. We will tell you honestly whether it is achievable rather than take the order and hope.

How we pack

Every glass is individually wrapped in tissue and boxed, then packed into an outer carton with void fill. That is included as standard, not as an extra, which means a box of 24 arrives as 24 gifts rather than 24 glasses.

Most glasses pack 24 to a parcel, though it varies with the size and shape of the glass. Larger orders arrive as several parcels, sometimes on different days.

Bulk packing without individual gift boxes is available on request for larger runs where the gift boxes are not wanted — a pub stocking a shelf, for instance. We do recommend keeping them where you can: the box adds a lot of protection in transit, and orders sent without them are more likely to arrive damaged.

If something arrives damaged

Send us a photograph within 48 hours of delivery and we will replace it. No quibbles, nothing to send back, and no return postage to pay.

We ask for the photograph quickly because it tells us whether the parcel was damaged in transit, and carriers will only consider a claim if it is raised promptly. Please keep the packaging until the claim is settled — occasionally a carrier asks to see it.

A photograph of the broken glass and one of the box it arrived in is plenty. You do not need to make a case of it.

If the order is wrong or faulty

If we engraved something other than what you approved, or the engraving itself is faulty, tell us and we will remake the order at our cost. That is on us, not on you.

Small variations in the glass itself — slight differences in wall thickness, tiny bubbles, minor surface marks — are a normal part of how glassware is manufactured and are not faults. There is more about this on the care and safety page.

Returns and cancellation

Because every glass is engraved to your specification, personalised goods are exempt from the 14-day right to cancel that normally applies to online orders. You can cancel free of charge at any point before you approve the mockup — just tell us.

This does not affect your statutory rights if goods are faulty, not as described or not of satisfactory quality. The full position is set out in our terms of sale.

Missing parcels

If tracking says delivered and it is not with you, check with neighbours and look for a card first, then tell us. We will open an enquiry with the carrier. If a parcel is genuinely lost we remake and resend it.

Anything else

Email trade@lucentlabs.uk. We usually reply the same working day.