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    Frequently Asked Questions



    Characteristics of Crystal Glassware

    At Frankly James, every piece of our crystal glassware is a one-of-a-kind work of art, meticulously handcrafted. Due to the handmade nature of our glass, slight variations may exist between each item. With absolute perfection being unattainable in the realm of crystal glass artistry, it can only be achieved in mass-produced items. As such, we embrace the variations in our handcrafted pieces.

    These variations, often referred to as bubbles or seeds and lines or cords, are an inherent part of the fine craftsmanship that goes into creating our glassware. At Frankly James, we regard these unique characteristics as elements of beauty that set our products apart.

    Please note that due to the presence of these natural variations in our handcrafted crystal glass, we are unable to accept returns based on lines, cords, bubbles, or seeds. By embracing these distinctive features, we celebrate the exceptional artistry and individuality of each Frankly James creation. 

    Rest assured, we maintain strict quality control measures and we will never send out any product that compromises the quality or integrity of the glass. By appreciating these unique features, we celebrate the exceptional artistry and individuality of each Frankly James creation, while also ensuring that you receive a high-quality, beautiful piece of truly unique glass.

    Bubbles or Seeds

    Bubbles or Seeds are small pockets of gas that become trapped during the fusing or melting of the raw materials. These imperfections should not affect the quality or aesthetic of the glass, as long as they are not on the rim or broken through the surface.


    Lines or Cords

    Lines or Cords are almost invisible differences in density within the glass, which occur during the fusing process. They are a natural outcome of the hand-making process and should not be considered a flaw. Although they may be visible when the glass is empty, they become invisible once the glass is filled and refracts light at a different angle.




    Can I add my own personalisation to Frankly James glassware?

    Absolutely! We offer personalised glassware that can be customised to your liking. Simply select your desired glass, choose your design, and add your personalisation to create a unique and special piece for yourself or a loved one. You'll find more information on our Personalisation guidelines within each product description.


    What font styles are available for personalisation?

    We offer a variety of custom font styles to choose from, allowing you to personalise your glass exactly the way you want it. Whether you prefer a classic script or a bold block font, we have something for everyone.


    Is there a character limit for personalisation?

    Yes, to ensure the best quality and readability of your personalisation, we have a character limit in place. Please refer to our personalisation guidelines for more information on character limits and placement.


    Can I purchase glasses without any personalisation?

    Definitely! Simply leave the personalisation field blank when ordering.



    Shipping & Delivery

    How long will it take for my order to arrive?

    We understand the excitement of receiving your personalised glassware and strive to get it to you as soon as possible. Delivery times will vary depending on your location and the shipping method selected. Please refer to our shipping and delivery information for estimated timeframes.


    Do you offer free shipping?

    Yes, we offer free shipping Australia-wide for all orders over $75.


    Can I track my order?

    Once your order has been shipped, you will receive a tracking number via email which you can use to track your shipment and monitor its progress.


    Returns & Exchanges

    Can I return or exchange my personalised glassware?

    Unfortunately, due to the customised nature of our glassware, we are unable to offer returns or exchanges on personalised glass unless the product is faulty or damaged. For all glassware that isn't personalised, we have a 30 day return policy. If you need to make a return, click here to start the process.



    What is your return policy?

    If your glassware arrives damaged or faulty, please contact us within 7 days of receiving your order and we will happily provide a replacement or exchange. Please refer to our return policy for more information and guidelines.



    What if my glassware arrives damaged?

    In the rare event that your glassware arrives damaged, please contact us within 7 days of receiving your order and we will provide a replacement - NO HASSLES. We take great care in ensuring your glassware is packaged securely and safely for shipping, but accidents can happen during transit. Check out our Broken Glass Policy for more information.

    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