We have a 14-day return policy, which means you have 14 days after receiving your item to return it back to the store. A 15% restocking fee applies for all online orders. Final sale items include all finished work, gift cards and lead came.

To process for return, your item must be in the same condition that you received it, unused and in its original packaging. We kindly ask that you provide the receipt or order number when returning your item.

To start a return, please contact us at hello@lucentglassandart.com. When your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return may not be accepted.

You can always contact us for any return questions at hello@lucentglassandart.com.

Exceptions / non-returnable items

Please get in touch if you have questions or concerns about your specific item. We cannot accept returns on final sale items, lead came or gift cards.

Glass can be returned or exchanged within 14 days if there are no chips or scratches present. A 15% restocking fee applies on online order returns. 

Customs Fees for International Orders

All additional customs, duties, or import fees are the responsibility of the customer. These charges are determined by your country’s customs office and are not controlled or covered by Lucent Glass.

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! Please note that due to the handmade nature of art glass there can be imperfections and small scratches made during the manufacturing process. Some items are labeled "as is" and they will not be refunded if their are imperfections to the product.

Broken glass

Lucent Glass takes good care in ensuring the package arrives safely by providing above and beyond packaging! Please note that couriers do not insure fragile items of any kind. If there is an issue with the order please contact us at hello@lucentglassandart.com.

Shipping

All shipping times provided at checkout are estimates only and are not guaranteed. Delivery timelines may vary due to factors outside of our control, including courier delays, weather conditions, holidays, and peak shipping periods.

If a package has not arrived within 10 business days from the date it was picked up by the courier (excluding weekends and holidays), we will initiate an investigation with the courier company on the next business day.

Please note that courier investigations can take up to 10 additional business days to be completed and resolved.

Lost Packages Policy

If a package is suspected to be lost, we will open an investigation 10 business days (excluding holidays) for Canadian addresses and 15 business days for International addresses including the USA after the order has been picked up by the courier. Please note that during peak shipping periods, such as the holiday season, delivery times may be longer than usual.

Rewards program

The customer gains 1 party point on every dollar spent on eligible items when they purchase online or in store. Rewards points are redeemable towards art glass supplies only. Items such as grinders, soldering irons, solder, workshops, select other items and our art glass subscription are not eligible for points redemption. Points will not be earned on sale products, solder, irons, grinders, workshop and/or other select products. We are unable to double stack promotional coupons and can only add one party points redemption per order. This means we are not able to apply a promotion and party points redemption on the same order. Orders placed using redeemed rewards are final sale.

Changes to our rewards program as of January 1, 2026
750 points = $15 off orders over $75
1000 points = $30 off orders over $100
1250 points = $50 off orders over $150

Wrong item

If you were sent the wrong item please notify us via email us at hello@lucentglassandart.com. Provide your name, order number and description of the item that was incorrect. Please wait for the item to be approved by Lucent Glass before shipping the item back to the store. If being shipped, we will create the return label and send it to the customer to be shipped back to us. Lucent Glass will send the new item via postal service at no extra cost. 

Missing Item

If an item is missing form your package please notify us via email at hello@lucentglassandart.com. Provide your name, order number and the item that was missing. Once reviewed, Lucent glass may either refund the item OR send the correct item via postal service. 

Exchanges
The fastest way to ensure you get what you need is to make a separate purchase for the new item, and email us to begin the process for a return. If the customer is choosing to return an item via mail they will be responsible for the return shipping costs.

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund is approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it typically takes 2-3 business days for your bank or credit card company to process and post the refund to your statement. A 15% restocking fee applies to all  online order returns.

Workshops and Private Events

Workshops cancelled with notice 14 or more days before the workshop can receive a refund minus 25%. We unfortunately cannot refund with notice 13 days or less before the workshop date.

Inclement Weather Policy

The safety of our students and instructors is our top priority. In the event of inclement weather, we may need to postpone or cancel a workshop. We determine inclement weather by the cancellations of buses and taxis. 

• Cancellations by Lucent Glass:
  If weather conditions make travel unsafe, Lucent Glass will notify participants by email as soon as possible. Workshops will be rescheduled to a later date whenever possible.

• Participant Cancellations:
  If you are unable to attend due to local weather conditions, please contact us. While our standard cancellation policy applies, we will do our best to accommodate you by offering a credit or transfer to a future session if the circumstances are severe. Due to the nature of Canadian Weather please provide yourself extra time for travel.

Missed classes for MULTIPLE day workshops

Rescheduled workshop dates are $50+hst per class providing we have an upcoming date available. If your workshop is only one day please refer to the above workshop and private events policy. One on one teaching $15 per 10 minutes of instruction ($90/hour.)

Thank you!