Common questions – FAQ:
Coronavirus (COVID19) Update - 25/05/2020
Today I have increased my processing time to 3 weeks as I've been inundated with orders! This is brilliant and I feel very lucky but also, I'm just one person trying to home educate my eldest son, stop my toddler destroying everything in sight, not to mention the 3 meals a day (plus hundreds of snacks) and piles of washing to get through...I've been working until 2-3 am every night for months to try to keep up but it isn't sustainable and I'm absolutely exhausted. So to give myself some breathing room, I've increased my processing times. Thank you for your patience, it will be worth it! 🙂
Royal Mail are currently experiencing delays so please be patient. I have added a 2 day (after processing time) fully trackable courier service for those who need their orders quicker.
For smaller items, up to the value of £20, I have added a non signed for option so these can be posted through letterboxes without requiring a signature. Proof of postage will always be obtained but this is not a trackable service.
Thank you for your continued support and patience, I very much appreciate it.
Stay safe, Kelly x
What is Fused Glass?
Fused glass or kiln formed glass an old technique invented hundreds of years ago, the original glass-shaping technique referred to as “fusing” was invented & originally founded by Egyptians. Glass and various materials such as inclusions and oxides are used in the fusing process to create designs & shapes which are cut to size & then arranged while the glass is cold. Designs are then placed into a kiln, which is slowly fired up to temperatures in the range of 740 – 810c.
At these temperature’s the glass turns to the consistency of toffee & will fuse together. My work can be in the kiln from 14hrs upwards! Multiple firings may take up to 4 days to complete.
Can I visit Rainbow Lux Glass?
Unfortunately my insurance policy doesn’t allow me to have visitors to my studio 🙁
If you are local and would prefer to collect your order from my house, please contact me in advance. On pickup, you will need to sign a receipt to say you’ve collected your order.
Can I put my glass outside?
Yes you certainly can!I do advise to remove or protect your glass in windy or adverse conditions.
Fused Glass doesn’t fade in the sun and is a perfect addition to a garden, patio or balcony.
Can I put Rainbow Lux Glass in bathrooms or wet areas?
You certainly can! Fused glass is an ideal option for these areas, whereas more traditional art will deteriorate in a moist atmosphere. Fused Glass is completely sealed and not susceptible to mould or affected by damp conditions.
Please only wipe your Fused Glass with a moist cloth. Don’t use abrasives or chemicals on it.
Will the glass colours fade if I hang it in the sun?
There are absolutely no fading or warping issues with fused glass art, making it ideal for areas in strong sunlight.
How will my order be posted?
All UK orders are sent 2nd Class Signed For via Royal Mail. You may upgrade to 1st Class Signed For via the options on the checkout page.
All International Orders are sent Royal Mail International Tracked and Signed
A postage price can be calculated on the Basket page.
Can I track my order?
UK: Once your order has been completed and sent, you should receive an email detailing your order with a Royal Mail Reference number. This doesn’t give full tracking but does provide limited information on the status of your order progress.
International: Once your order has been completed and sent, you should receive an email detailing your order with a Royal Mail Tracking number. This gives full tracking and information on the status of your order progress through the postage network.
Unfortunately, these emails often go into your Spam folder, so please check its there.
Will my oder be protected in the post?
Absolutely! All orders are packaged securely to protect the glass inside. I have had very few breakages.
I encourage you to recycle or reuse/gift the packaging your glass arrives in. Most items are wrapped with ribbon & tissue paper – if you’d prefer not to receive your items ‘prettified’, please state this on checkout in the notes section.
What happens if something arrives broken?
Oh no! Please take photos of the box and contents and email me at email@example.com as soon as possible.
It’s very rare that items are damaged on arrival but please be assured you will receive either a replacement or refund on receipt of photos. You may be asked to return the damaged item/s (at my expense).
My order hasn't arrived?
In the unlikely event your order hasn’t arrived within 5 business days after posting, please contact me at firstname.lastname@example.org or check your Royal Mail reference number here. A delivery attempt may have been made but no card left, in which case you can rearrange delivery online, or collect from your local depot.
Royal Mail don’t count anything lost until 15 days after posting for UK and 32 working days for International.
I will always do my best to investigate but a refund/replacement can’t be given until the Royal Mail cut-off for lost mail has been reached.
How do I leave a review?
I love getting feedback 🙂
If you’d like to leave a specific product review: Go to the product in my shop. From there you can slect the “Review” tab, then you can go ahead and write a beautiful review!
I will gladly design and create a bespoke piece for you. Get in touch to discuss your requirements.
Once a design has been agreed upon, an invoice for the full cost will be sent along with a completion date. Once the invoice has been paid, work will start. Any amendments after the design has been agreed will be subject to a further charge. Progress photos can be arranged.
Still need help?
Send me a note!
For any other questions, please email me at email@example.com