Frequently Asked Questions

Sizing Details

All the items that we offer on our shop have been described as accurately as possible on each listing's page – with all dimensions, colors and used materials – and we really try our best to take great pictures so you know exactly what you are buying before you receive it.

Please check our listing details and description carefully so you have a clear idea of what you're receiving and feel free to contact us with any questions regarding sizing, or anything that you would like to know. We are here to help!

Packaging & Gift Wrapping

We make sure that each and every object is securely double-packaged, so it gets to you in one piece. We use lots of bubble wrap and styrofoam to immobilize the object in its original packaging and place these packages into strong cardboard boxes to prevent possible damage during transit. Multiple purchases may ship separately depending on the size & form of the items.

Want to buy something to send directly to a friend in another city? No problem! Just make sure to put your friends address info as the "Ship To" address and let us know in the "Special Instructions for Seller" section of checkout if you want us to include some kind of gift card or message.

Custom & Personalized Orders

We create custom orders on special requests. Describe us what you need - with clear dimensions if possible - and we'll happily handle the rest.

Most items can be made in a larger size depending on the form. However, even they're doable, we don't prefer shipping that large items internationally as large items are more prone to damage during transit. If you're after a really large piece (like 35-40 cm high or more) we recommend having made it for you locally. Or if you need something slightly larger than the original one, then you are welcome.

Care Instructions

Due to the nature of production, stained glass items require a special care to maintain the shiny and new look. Please visit Product Care page for more information about taking care of stained glass items.

Are Your Products Waterproof?

Short answer: No. Our products are not waterproof just because of the nature of stained glass items – as a very little amount of water may leak under the copper foil if you fill the item with water only. Cementing is required to provide this feature and this process can only be applied on flat surfaces, not three dimensional objects.

However, this won't be a problem if you will be using your item as a planter as the soil will absorb a significant amount water. Remember, terrariums does not like much water.

We do not recommend using our vase collection with live flowers that need water. If you'd like to use them with live flowers, you may place a separate watering container inside the vase.

What happens if my order arrives in damaged condition?

Our current damage rate is 0,38%. This means that the chance of receiving your item in perfect condition is 99,62%

However, if you were hit by bad luck, all you need to do is to contact us within 24 hours with a photo of the damage incurred to your item. Once you provide a proof that the item is damaged, we’ll offer you a replacement of the product you purchased and supply you a brand new item free of charge as soon as possible. We don't provide refund for shipping cost.

Please note that any request made later than 24 hours & without a proof won’t be considered as a eligible request. Glass is fragile in its nature - for this reason, all damage that occurs after product is received is considered to be at the fault of the recipient.

I need my order really soon. Can you rush it?

If you need your order sooner or by a specific date such as holidays, birthdays, weddings or events, you might want to rush your order by purchasing Rush Order Upgrade along with your order.

Please keep in mind that we are a small business with a small team. We work very hard and do our best to get everyone's orders out as soon as possible; but we are not a factory, and we are not able to ship your order next day after purchase even if you take rush my order upgrade. We know it's hard to wait for something you're excited for, but this is part of the beauty of handmade, there are literally individual human beings crafting your item just for you in a studio!

Is it possible to speed up the shipping?

Once you've added an item to your cart, navigate to your cart by clicking the cart link at the top right of any page. Once you filled the required fields, you can then select a shipping upgrade at the checkout page. 

If you decide to go with DHL Express, please write your phone number in your order note or just send us a message. It is required for a better shipping experience.

Parcels that are shipped with DHL Express cannot be delivered to PO boxes or postal codes so please make sure that you are supplying a valid address for your order.

Can I find your products locally?

We're happy to work with retailers all around the world. Please find our current retail partner list below to see if Waen products are sold near you.

The Netherlands - RESTORED
Australia - DesignEdge & Co

Do you do wholesale?

We're committed to partnering with the best stockists around the world. If you are a shop owner who is interested in carrying Waen products, please fill our wholesale client request form so we can get to know you a bit better.

I'd like to keep in touch with your brand. How can I get store news?

We occasionally send emails to our customers or anyone who is interested in our stuff about new exciting products we will be creating more in the future, special offers and more! All you need to do to get these emails is to sign up our to mailing list.