Delivery, Returns & Refunds

What to expect for delivery, breakages, returns and refunds.

Delivery estimates

Your quote sets out the expected production and delivery timing. This depends on stock availability, payment, usable artwork and final proof approval. Let us know about any event date before ordering. We will advise you of significant changes.

Freight and tracking

Freight and any special packaging or handling charges are confirmed in your quote. Please check your delivery address and any access requirements before dispatch. We provide tracking details where available. Large or fragile orders may need specific delivery arrangements.

Breakages and delivery issues

Please check your delivery and contact us as soon as reasonably possible about breakages, missing items or incorrect goods. Include your order reference and photographs of the items and packaging where possible. This helps us resolve the issue and does not limit your statutory rights.

Custom products and change of mind

We do not generally accept change-of-mind returns for personalised goods. Contact us promptly about changes or cancellations; costs already reasonably incurred or committed may apply. This policy does not limit your rights for faulty, damaged or incorrectly supplied goods.

Faults and remedies

Where Australian Consumer Law applies, goods with a major problem entitle you to choose a refund or replacement. For a minor problem, we will fix it within a reasonable time; further remedies apply if we cannot or do not do so. You may also have rights to compensation. Services carry their own consumer guarantees. These rights are not excluded by personalisation or this policy.

Returns arrangements

Contact us so we can assess the issue and explain the return arrangements. We may ask for proof of purchase, but original packaging is not required for a faulty-goods claim. Where a fault is confirmed, we cover reasonable return costs as required by law and arrange collection where required.

Product care

Care requirements vary by glassware and decoration method. Follow the instructions supplied with your order. If you need dishwasher suitability, outdoor use or a particular level of durability, ask us to confirm suitability before ordering. Your applicable consumer guarantees remain unaffected.

Questions

For delivery or returns help, email enquiries@lzrglassware.au with your order reference and details of the issue. Include photographs where useful. Last updated: 25 October 2026.