Spread the love
We love our DutZ glassware and our very proud of our products. The DutZ Collection is truly unique, and we are very proud of our heritage, commitment to the ancient craft of glassblowing and our European roots. We would love to spread our passion and our products. Here you will find the answers to some of the questions you may have about ordering from us or The DutZ Collection.
Frequently asked questions
Our products
How is your glassware made?
Every item we sell is made from handcrafted mouth blown glass in our European glass workshops. This means that every bubble, colour variation, size deviation is a mark of authenticity of the item. No products are every exactly alike and your vase, pot, bowl, candleholder etc is unique. We use traditional methods to create our glass. Want to know more about this? Read our blog on our glassmaking here.
Do you have recommendations for cleaning a glass vase?
Left your flowers in the water a bit too long in a vase, and now it has watermarks?
Does your region use hard water and does it leave mineral residue on the glass?
Not to worry, we got you covered: read the blog on cleaning a vase with recommendations from professional florists here. We always recommend washing your vase by hand with warm or hot water and soap. Do not put your vase in the dishwasher, mouth blown glass can be fragile when exposed to sudden heat
changes.
How sustainable are your products?
Sustainability is incredibly important to us. There is no planet B! Every item we sell is made from glass, which is a very sustainable material (did you know that glass is mainly made from regular silica sand). Glass can be melted and reused many times. Moreover, we also often launch designs that are made from recycled glass (read more about them here). Also, our packaging, shipping and processes are committed to sustainability. And lastly, if you do not like your DutZ vase any more after many, many years of use (we hope!), discard it in the designated glass recycling bin so it can return one day as a brand new glass item.
Can I order an item that is out of stock?
Yes, some of our items do sell out quickly. Not to worry, we continuously replenish our stock from our glass workshops in Europe. However, please note that this sometimes can take a few weeks or longer. Fortunately, every out-of-stock item will show a button to let us know which item you would like to buy. We are a small business and your request matters to us, so please do get in touch.
Can I order an item that is not listed on our webshop?
This happens! Have you seen a beautiful vase on holiday in a shop in Germany or on a webshop of a furniture designer in Holland or France? Or maybe on the Instagram feed of a florist from Japan? Yes, the DutZ Collection is sold all over the world. We do not stock the full DutZ Collection in the UK, as the collection has nearly 1000 different glass items. So, get in
touch and let us know which item you are looking for. We can certainly help you
further.
Ordering
Whatis your delivery time?
We normally deliver your order within 2-5 business days. Our warehouse is in
Suffolk. If you want to order an out-of-stock item, this can take 2–4 weeks to deliver.
Which payments do you accept?
We accept all mayor payment methods, including Klarna. We run our shop on the popular and secure Shopify platform, so you can fully trust our payment systems. We do not store your card details.
Can I use a discount code or gift vouchers?
Did you know that you can get 15% off on your first purchase when you sign up to
our newsletter? We also regularly send out discount code to our customer community and social media feeds. Add the discount code to your order when you check out and pay. We currently do not give out any gift vouchers. However, do get in touch if you’d like to purchase one. For now, you will just have to select the perfect vase, candleholder or bowl for your friend’s birthday or anniversary!
CanI visit your store?
Unfortunately, we do not have a physical store in the UK. However, many of our stockists do have brick and mortar stores where you can view or visit the DutZ Collection items. Find a retailer here. We also run fairs specially for our retail
customers. Keep an eye on our social media to see where we are displaying our glassware.
Do you deliver outside the UK?
We only ship within the UK. We are unable to export to other countries outside of
the UK. However, if you are based elsewhere, here are many DutZ retailers all
over the world, including the USA, South Arica, Japan, Korea and all over Europe. Have a look here for other retailers. Or get in touch with us so we can help you further.
Shipping
How does the delivery take place and do you provide tracking service?
We use DHL couriers for all our deliveries. We have an excellent track record with
them. Their software provides very detailed tracking service and their customer service is one of the best. Once our warehouse has processed your order you will receive an email with your tracing code. Through the DHL software you can
personally arrange your delivery and access their excellent delivery services.
What happens if an item arrives damaged?
Ouch! Firstly, let me apologize that this has happened. We do our very best to protect our glassware and to deliver your item with the highest care. As you will find, our DutZ glass is incredibly thick and sturdy. However, we do ship fragile artisan glass, and breakages and damages unfortunately may occur, sometimes due to weaknesses in the glass or a careless delivery person. Do let us know immediately by emailing us and a photo of the damages. We will do everything in our power to replace the exact same vase. In case this design or colour is no longer available, we will discuss with you an alternative or provide a refund.
Can I return an item when I have received it?
We provide a 30-day return and refund guarantee. Do you not like the colour,
shape, or design? We understand, and we are happy to take your item return in the same condition as we shipped it. As we are part of a big warehouse, we ask you to
get in touch with us before you return your item. Email hello@lowlandsdesign.co.uk for return instructions. Need more information about your return? Read our return & refund policy here.
