Payments & Returns
Waen accepts payment through all credit and debit cards. All transactions are secure and encrypted. Card information is never stored.
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 one piece. Please ask for delivery confirmation as we can not be held responsible for the loss in transit and also note that refund is not possible if the item arrives in damaged condition.
If an item is severely damaged when it arrives at the 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 an eligible request. Once you provide a proof that the item is damaged, we’ll offer you replacement or refund minus shipping cost.
Tracking all the shipped orders to see if they arrive at their owners safely is like a 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.
International returns where you as the buyer fail to pick up the item when notified of delivery or refuse the package at the point of delivery will result in a forced return to our shop. Such returns will be subject to a minimum 50% re-stocking fee and will have no shipping refund. If we are charged an importation fee due to the return, that will also be deducted from any refund.
We are unable to insure stained glass for damage during shipping. We make every effort to carefully package our products and our current damage rate is 0,38%. This means that the chance of receiving your item in perfect condition is 99,62%
We stand by the quality of our products, but the glass is fragile in its nature – for this reason, all damage that occurs after the product is received is considered to be at the fault of the recipient.
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.