Returns Policy

Thank you for visiting Nouvelle Glass and shopping with us. The following information sets out the terms and conditions that constitute our Returns Policy. This applies to all returns, exchanges, and refunds. Although we make every effort to provide as much information as possible and assist each of our clients individually, we ask that you please read the information below carefully before making your purchase.

Personalisation Policy

At the time of ordering you can choose to personalise your glassware. If you select this option, you must choose what specifications you require at the time of purchase and we will customise your glassware with the specifications provided by you. We ask that you please carefully choose your personalisation specifications. Please note we cannot be held responsible for items which have been ordered incorrectly and are unable to modify, cancel, refund or return orders which have been made in error by you, in line with our personalisation policy. The sizing and placement of your personalisation on your glassware is at the discretion of our Nouvelle Glass personalisation department.

Returns and Exchanges Unfortunately we're unable to offer returns or exchanges if you change your mind, as our glassware is personalised for you or your recipient and is unable to be re-sold. If you have received an item with a personalisation by Nouvelle Glass made in error, your item must be in the same condition that you received it, and in its original packaging. You’ll also need to present us with your receipt or proof of purchase and order number.  To contact us about a return, email us at info@nouvelleglass.com.  If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damaged or Broken Goods

It's of the utmost important to us that your goods arrive safely and in as-new condition. However we understand glassware can be fragile in transit. Please inspect the condition of your glassware upon receipt. In the unfortunate circumstance you receive an item that is defective, damaged or broken, we ask you to please photograph the broken item and the packaging, as soon as possible. Please email these images, along with your order number, to info@nouvelleglass.com. 

We ask you to email:

1. A Clear overall image of the glassware that is broken.

2. Close up of the part that is broken

3. Clear photo encapsulating both the break and the personalisation on the glassware.

4. A clear photo of the packaging.

Once your email has been received we will investigate this and contact you within 7 days of receipt to ask any further questions or to arrange a replacement. It is against the law to post broken glass - please do not send this back to us. We ask that you kindly dispose of it safely.  

Crystal Glassware Imperfections and Flaws

Each piece of Nouvelle Glassware is a unique piece of handmade crystal glass. This means there may be slight variations between each item.  Please know flawless perfection is unattainable in crystal glass craftsmanship and such perfection can be achieved only in assembly-line products. As our products are hand-made, we do expect these variations, and they are often known as bubble or seeds, and lines or cords, and are explained for you below.  They are elements of fine craftsmanship and are considered beautiful by us here at Nouvelle Glass.   

Characteristics of our Nouvelle Glassware - Bubbles or Seeds

Bubbles or Seeds are characteristics typical of handmade glassware and are not considered a flaw or fault. Gases form the bubble when chemicals are united in the fusing or melting of the raw ingredients. Provided these are not on the rim or broken through the surface, they should not affect the quality or the aesthetic of the glass.

Characteristics of our Nouvelle Glassware - Lines or Cords

A line or “cord” is an almost invisible difference in density in the glass, which occurs during the fusing of the molten crystal. Very incremental differences in thickness may occur resulting in a thin line within the crystal. This is the natural outcome of the hand making process and is not considered a flaw. Although it is visible when the glass is empty because it refracts the light, once the glass is filled the light is refracted at a different angle and it becomes invisible. All our Nouvelle Glassware undergoes thorough quality control. Upon inspection of your glassware, if imperfections are deemed to compromise the final look of the glass they will not be dispatched. If you have any questions or concerns, please contact us at info@nouvelleglass.com