Refund policy

Hi there,

Thank you for buying our items, and we understand you may want to return your order.

We have a 30-day return policy through all our sales channels, which means you have 30 days after receiving your item to request a return.

 

Pls read this carefully as we ship fragile items of glass and ceramics!

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Packaging: We take a lot of care in packaging our items because they are fragile glass and ceramics. It is therefore essential you use the same packaging as you have received and pack your items in a similar way. This ensures they are retuned with no damaged.

To start a return, you can contact us at hello@lowlandsdesign.co.uk. Please note that returns will need to be sent to the following address:

 

Set in Hand Warehousing

Attn: Lowlands Design Ltd

Combs Tannery, Unit 1-2

Tannery Rd, 

Stowmarket

IP14 2EN

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We take the uttermost care when shipping our items to you. DutZ glass is made from extra thick luxury glass and very sturdy. However, we do ship fragile glass and breakages may occur. In that case, please send us a photo and hopefully we can replace the item. This may not be possible if an item is no longer available. In that case, we may offer you an alternative or offer a refund.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@lowlandsdesign.co.uk.