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    Broken Glass Policy

    We take pride in carefully packaging all of our glasses to ensure they arrive at your doorstep in perfect condition. But let's be real it, accidents can happen during transit and we understand how utterly disappointing it would be to receive an item that's damaged. 

    If this happens, don't stress - we've got you covered by providing a 'Hassle-Free' replacement. To start the process, simply take a few photos of the broken glass and it's packaging. Photos should include the following:

    • A clear overall image of the broken glass
    • A clear image that shows both the break and/or personalisation on the glass
    • A clear photo of the packaging

    Once you've taken these photos, send them to us with your order number to 

    We'll investigate the matter and get back to you within 1 business day to arrange a replacement. We're committed to making sure your experience with Frankly James is a positive one, we'll do our best to make things right in the unfortunate circumstance of receiving a defective order.

    It is against the law to post broken glass - please do not send this back to us. We ask that you kindly dispose of it safely.  

    Get In Contact

    Do you have questions about any of glassware or can't seem to find the answer you're looking for?

    Send us a message and we'll get back to you within 24 hours or give us a call.


    PHONE: 1800 796 860

    Days: Monday - Friday 

    Hours: 9:30am - 4pm 

    WAREHOUSE ADDRESS: 6/25-37 Huntingdale Rd, Burwood, Vic 3125