Payments & Returns


Payments

Waen accepts payment through all credit and debit cards. All transactions are secure and encrypted. Card information is never stored.

Returns

    All the items that we offer on our shop have been described as accurately as possible – 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.

    We hope all these steps make you happy with your purchase! But if for any reason you are not happy, please contact us within 14 days of receiving the item in order to be eligible to return it. We will respond within 24 hours so we can find a happy-ending solution together! Due to our policy, we’ll refund you the cost of the item that you purchased but only after you return the item to our studio and we receive it. Return shipping on refunds will be at the expense of the purchaser.

    Items should be returned unused condition in the original packaging. We kindly ask you to make a secure packaging as we did for you so it gets to us in once piece. Please ask for delivery confirmation as we can not be held responsible for loss in transit and also note that refund is not possible if the item arrives in damaged condition.

    Lost Packages

    If an item gets lost and doesn't arrive to destination, despite correct mailing address, we will provide credit store equal to the price of the lost item once you get a confirmation from our post office or DHL Express that the item was lost.

    Damaged Items

    If an item is severely damaged when it arrives to destination, please contact us within 24 hours with a photo of the damage incurred to your item. Please note that any request made later than 24 hours & without a proof won’t be considered as a eligible request. Once you provide a proof that the item is damaged, we’ll offer you replacement or refund minus shipping cost.

    Unclaimed & Refused Shipments

    Unclaimed Shipments: Tracking all the shipped orders to see if they arrive to their owners safely is like hobby to us but doing this can be humanly impossible especially in busy seasons. Buyers are responsible to track & trace their orders and schedule a redelivery with their local post offices or DHL Express if necessary.

    Once a package is stated unclaimed despite correct mailing address, the recipient has to contact the post office in order to arrange a redelivery or has to pick up the package from the local post office. Otherwise it will be returned to our studio. We'd love to arrange a reshipment for the returned parcels as soon as we receive them in our studio but only if the buyer agrees to cover the reshipment cost.

    Refused Shipments: Once a package has been refused by the recipient for any reason, we are given two options by the courier company: return or demolish. Generally, we choose the return option in order to be able to issue a refund equal to the item's cost as soon as we receive the returned shipment. Depending on the destination country's import laws and regulations, we may be requested to pay for third party fees – such as import taxes – if there is any of them already applied to the shipment at point of entry to the buyer's country. In this case, we will pay them and issue refund for the item's cost minus third party fees. 

    Insurance

    We are unable to insure stained glass for damage during shipping. We make every effort to carefully package terrariums and have yet to have glass break in transit. We stand by the quality of our products, but 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.

    Privacy Policy

    We will only use your shipping and billing address, and contact information to communicate with you about your order, fulfill your order and maybe occasionally send you an email about new exciting products we will be creating more in the future. We will never share your information with third-parties.