Frequently Asked Questions
WAEN / FREQUENTLY ASKED QUESTIONS
Short answers, clear information.
Since Waen products are handcrafted, certain questions tend to come up again and again. Here we’ve gathered the most important topics in a clear and transparent way.
Quick topics
Rather than relying on copy-and-paste responses, we prefer answering each question based on the actual situation. If you can’t find the answer you’re looking for, feel free to contact us. We usually respond within 24 hours.
If you’d like to display your rings upright as shown in the image, please remember to select the “ring holder” option when placing your order.
Frequently asked questions
The topics below are updated regularly.
Are the products truly handmade?
Yes. Waen pieces are produced in our workshop using 100% hand craftsmanship. Small variations caused by the nature of glass panels and the handmade process are completely natural and expected. Even two pieces of the same design will never be exact copies — this is simply the nature of the material and the process.
How long does production take?
Production time varies depending on the type of product and our current workshop schedule. Each product page includes an estimated timeframe. If you need the item for a specific date, we recommend contacting us before placing your order.
- In-stock items: faster dispatch
- Custom pieces: scheduled according to the production queue
What happens if the item breaks during shipping?
We package every order carefully to protect it from impacts during shipping. However, if damage occurs, please contact us with photos of both the package and the product. Depending on the situation, we will quickly start the replacement or solution process.
How should the product be cared for?
In most cases, gently wiping with a soft cloth is enough. Avoid abrasive sponges, harsh cleaning products, and strong chemicals.
Can the colors appear different from the photos?
Glass reacts differently depending on lighting conditions. Colors may appear slightly different in daylight compared to warm indoor lighting. Screen settings can also influence how colors are perceived. For this reason, we try to present product photos under different lighting conditions whenever possible.
Do you accept custom or personalized orders?
Yes, depending on availability. For requests such as color, size, or small design adjustments, please send us a message. Production time may vary for custom orders.
Do you accept bulk orders?
Our products are often chosen as decorative pieces for events and celebrations, especially by event planners in the United States and other countries. Production time may vary for larger orders. Please contact us for details and pricing information.
Do you offer gift packaging?
We can include a gift note for orders that will be sent as presents. Our packaging is already designed to be both secure and thoughtfully arranged — we care about making the unboxing moment special.
What is your return and exchange policy?
Return and exchange conditions for standard products follow our store policy. Personalized or custom-made items may have different return conditions. For the most current and binding information, please check the relevant policy page.
Are the photos in your shop accurate representations of the product?
Some photos may use AI-generated environments to present the piece in different settings. However, the product itself is never altered — its shape, color, size, and proportions remain exactly the same.
Each product page also includes real product photos and a video of the actual item, so you can see the piece exactly as it is.
