Due to the specifics of fine crystal and its hand made nature, where limited quantities could be available for the entire world, our order process differs to a degree from other web sites. It has been adjusted to accommodate these specifics and maximize customer satisfaction. Here are some of the details:
In the normal course of business UPS will not obtain the signature of the recipient. If you would like to make sure the package arrived and was delivered to the recipient's hands, rather then left by the door, you need to request the signature. The fee for obtaining a signature is $9 and the courier will make repeated attempts. You will be prompted to choose whether signature required service is applied to your order during the checkout process.
Once you complete and submit your order, you will receive an automated e-mail acknowledging your order. The confirmation e-mail contains your order number. It is important that you file this number for future reference.
Once we receive your order, we will locate the product(s) ordered.
If the ordered items are available for immediate shipping, we will send them out. In this case the only e-mail sent to you will be Your Invoice that includes the tracking number, the items shipped and amount charged.
If the item in transit to our warehouse and we expect to ship it in 3-5 business days, we will not send out a backorder notice. Your order will ship soon as the item is in stock.
If the items are on backorder we will send you an e-mail stating how long it will take before the items are shipped. As some of the items on our site are one of a kind or limited edition pieces, we search several warehouses on different continents to locate your piece. The estimated shipping time is the time we expect it will take before the items are shipped. Once the order has been shipped, you will receive an e-mail confirming the shipment. It will contain the tracking number.
In the majority of cases the order will not be charged to your card until it has been shipped. There are however, a couple of exceptions to this policy:
Lamp Orders. All lamps and chandeliers are charged immediately, as they are being built for you. Once you place the order for a lamp or a chandelier, the order is forwarded to the factory that assembles the fixture for you and ships it directly to you. The approximate assembly time on most lamps and chandeliers is 7-10 business days, but it could take up to several weeks.
Drop shipments. In some cases where we locate the product in a manufacturer's warehouse, we will ship the order directly from them to shorten the transit time. These orders are marked drop ship and are charged immediately.
In the normal course of business, your orders are downloaded to us immediately and processed. The processing and packing time can take as little as 2-3 minutes from the moment you submit the order!
Once the order is processed and packed, it is placed on pallets that UPS picks up.
Once orders are placed on the skids for the delivery services, it is next to impossible to find individual packages until they reach their final destination. We can try but can not guarantee that we will be able to accommodate any changes to the order placed, unless you notify us within 3 minutes of the time you placed your order. For all address corrections after the order is shipped, UPS charge is $11, and will be placed on your credit card.