Frequently asked questions
How much is the delivery charge and how long does it take?
Standard delivery is £10 + vat
Delivery prices outside England are: EIRE = £18.00 + vat. N IRELAND = £14.00 + vat. HIGHLANDS = £18.00 + vat. CHANNEL ISLANDS = £26.00 + vat.
Please allow 5-10 days from the day you order till delivery.
If you have an urgent deadline we offer an EXPRESS SERVICE (delivery within 2-5 days) for an ADDITIONAL £12.50 plus vat. Please call us on 01264 738136 to check that this is available for your order and that we can meet your deadline.
When your order is dispatched you will be advised by email and given a link to track your delivery. This link to our Courier Interlink gives you the option to change the delivery day and time to suit you. You can also see the progress of your delivery on a map and even see the name of the driver! Goods need to be signed for so please arrange a delivery address where this is possible, sometimes a work address is easier.
We have a fantastic track record of our glass arriving in perfect condition, but if there should be any problem, contact us immediately and we will replace any broken or damaged pieces as quickly as possible.
Can I send to multiple addresses?
You will need to create a new order for each item being sent to a different address.
Do you provide a gift wrap service?
All our glassware comes in beautiful gift boxes tied with ribbon. If you are sending glass as a gift we can include a gift message from you.
Do you offer a Wedding List service?
Yes. We offer a Wish list Service which can be used as a wedding list but also for Anniversaries, Birthdays, Christenings, even Christmas? We store details of your favourites and any kind soul who wishes to give you a present can view your list. Give us a closing date for your list and we will then dispatch all gifts purchased to you.
Do you offer gift vouchers?
You can buy an online gift voucher which is emailed immediately to your chosen recipient – letting them choose their own favourites from our website. How easy a gift is that? They take away your worries of choosing the right thing and get something they really want, everyone is happy!
Can I customise an item?
We offer a Bespoke service which enables you to personalise your engraving to create really special and unique pieces of glass for your friends and family. Our Corporate service is perfect for companies looking for original, high-quality gifts for their clients or staff. For details of both services or to discuss a project please contact Jojo on 01264 738136. We will take great care of any artwork or photos you send to us and will return them with the finished piece if requested. Please send a suitable return envelope with adequate postage if the item is a gift going to a different address. However we cannot be held responsible for any loss or damage to items you send to us and would prefer that you send copies, not originals.
Can I replace a much loved piece that has broken?
We frequently introduce new engraving designs which means we sometimes have to make way by discontinuing some old designs. Donʼt worry though, if you wish to add to a set or replace a broken piece which has been discontinued we will engrave a special order for you as long as we are still stocking the glass.
I’ve forgotten my password
Go to Login / Register and click on the “I’ve forgotten password” link. This will request a password reminder to the email address you have registered with us.
Can I track my order?
Yes, all you need to do is login in to your account to track the status of your order.
What is the VAT rate?
Since 4th January 2011 the VAT rate for the UK is 20%. Prices of products on our website include VAT at this rate. The amount of vat charged is shown below the subtotal.
How can I update my details?
You can manage your account and update your details by logging in to My Account If you experience any difficulties using this facility email us or call Customer Services on 01264 738136.
Can I cancel or amend my order?
For obvious reasons we cannot cancel Bespoke orders after they have been placed.
Please make sure you check the spelling of names or messages very carefully and make sure that you have typed them into the website correctly when you place your order. We are really sorry but we cannot be held responsible for any incorrect spelling and will engrave exactly what you send us. If yor spelin is obfusly hoplus we may alurt yu! It is possible to amend or cancel an order for standard stock if your order hasnʼt already been packed. If you wish to amend or cancel an order, please contact Customer Services on 01264 738136 to discuss.
What should I do if my order arrives damaged?
If in the rare event, an item arrives broken please contact the Customer Services Team immediately either by email: [email protected] or by calling 01264 738136. We have had over 20 years of experience in packing glass carefully for dispatch and pride ourselves with a good history of safe deliveries. However if on arrival you suspect your order is broken please check it before the courier leaves so he can fill out a form for your refund. If the courier does not see the damage, it is sometimes necessary to ask customers to provide a photograph of the damages. This really helps us to claim from our delivery companies if they have not been careful enough with your precious glass. The easiest way is to submit a digital picture by email. Alternatively please post to: Customer Service, Jojo Glass Design, Thatched Walls, Stoke, Andover, Hants SP11 0NP
Notification is required within 5 working days of receiving a damaged or incorrect order.
What do I do if I’m unhappy with my order?
We would be extremely disappointed if any of our customers were unhappy with their order but if there is anything that you feel is not quite up to what you would expect from Jojo Glass Design please contact the Customer Services Team either by email or by calling 01264 738136. We regret we are unable to refund or exchange Bespoke pieces.
How can I get regular updates about new products?
register your details with us and we’ll email you when we have special offers, promotions and new products.
How can I see what I have purchased in the past?
Log in to to My Account to view your order history.
If I join the mailing list, will my details be given to Other Organisations?
When you join our mailing list you can request for your details to remain private and not passed to any third parties. Check your personal settings in My Account
How secure are my details?
Jojo Glass Design values its customers and respects their privacy. Any information we collect about you is held with the utmost care and security.
How should I care for my Glassware?
Taking a few moments to care for your glassware will help keep it brilliant and clear throughout a lifetime of use. We recommend the following care:
All our glass can be washed in the dishwasher following your manufacturers recommendations. Best results however will be achieved by hand washing and drying with a glass cloth. If you do wish to wash your glass in a dishwasher look out for a rainbow hue on glasses because that is the first sign of clouding. Here are some tips on keeping your machine washed glasses in good condition.
- Ensure you are using the correct amount of powder, rinse aid and salt as directed by the dishwasher manufacturer.
- Put fewer dishes in the dishwasher to allow thorough rinsing.
- Space your glassware so it isnʼt touching other items in the dishwasher.
- Keep water temperatures low in line with manufacturers recommendations
- For storm lanterns, avoid burning candles too low and if the base of your candle does not sit flush with the base of the storm lantern rest it on a layer of sand to keep it upright and stable.
- Store your glassware right side up; and do not stack.
- Avoid contact with hard or abrasive materials.
- Avoid sudden changes of temperature. It is best to put ice into the glass after the liquid. Use warm not hot water when washing up. Never put glassware into the oven or freezer.
- Rinse glasses as soon as possible, do not leave wine or milk standing overnight.
- When not in use remove stoppers from decanters
- Stains in decanters or vases can be removed using denture cleaner or Viakal is good for removing water marks.
- Use a lint free soft glass-cloth for drying and polishing glass. Take care not to ram it, or your fist into the inside of glasses though!
Can I sell Jojo Glass Design products in my shop?
We are basically an e-commerce business. However certain pieces are available for shops. Please contact us on 01264 738136 for details.