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Security Our credit card data is sent over a secure system. Pictures All our glass is handmade at some stage of its production and a lot of it is entirely hand made. This means that it may have slight variations in size, colour and pattern; in general, the picture you have seen will not be the actual item you will buy unless it is a unique or limited edition piece. Breakages We pack our parcels very carefully and they should arrive intact! If something does arrive broken, please email us immediately and send ( by email or post ) a picture of the broken item. We will then either send you a replacement at our expense or refund you if you prefer. We think this is a fair and sensible policy. If we think it is being abused we will take action. Failure to arrive If a parcel should fail to arrive and 3 weeks have passed since the due date for delivery, then we shall ship a replacement to you if in stock. If the order before shipping amounted to over £70, we shall need you to pay the excess cost of the replacement over £70, unless you had arranged for us to send the item by Royal Mail Special Delivery. If the item is out of stock, we shall refund you on the same basis. Please note that if you have asked us to add instructions to the parcel asking for it to be left in an insecure place or if you have given incorrect address details, then we cannot take any responsibility for replacing a lost parcel. Availability Unless an item is marked "temporarily out of stock", it is in our shop in the quantities shown. We shall normally post it out to you within 2 working days and if we cannot do so, we will let you know. We shall not charge your card until we can guarantee to be able to supply you. Returns An item shipped to you may be returned within 7 days for a full refund of the price you have paid (including the shipping from us to you). The shipping back from you to us will be at your expense. Once the item has reached us, we shall make the refund. If you wish to return an item, please let us know as soon as possible. Value added tax The prices quoted include UK VAT. For orders to be sent outside the European Union, we will deduct the tax before calculating your bill. Price policy Our price policy is as follows: 1. For most products in current production – 10% below list (recommended) price 2. For discontinued products – no change on 2008 prices 3. For current products of higher value where we typically only hold one item, we will hold 2008 prices while we still have an item bought at last year’s wholesale price. Once it has gone and we have bought another one at 2009 prices, we shall offer it at 10% below recommended retail price as above. This means that there are some very good offers available on our site! But when they are gone, they are gone! List prices Where we quote a list price it is derived as follows: If the maker quotes a list price: His current list price if the item is still being made. (For Baccarat, the list prices are 2008). His list price at the time he discontinued making the item if it is discontinued. If the maker does not quote a list price, then the “list price” is the price at which we originally offered the article in our shop. If an item is shown as out of stock, any price reductions shown will not apply.