Terms & Conditions

Memorial Products

All our glassware and jewellery is made by hand in our studios in Bath.  Some jewellery items are made in collaboration with local Jewellers in Bath utilising their expertise.  When purchasing, customers must understand that due to the nature of the craft involved, variations will occur in size, shape, colour and pattern.  Images and sizes provided are for guidance only but will be adhered to as closely as possible.

Further information about the range and their creation, please see our FAQ.

If you have questions please do not hesitate to contact us directly on 01225 319606 or email sales@bathaquaglass.com

We only use a small amount of cremation ashes (less than 1 level teaspoon per piece) therefore we can create mixed / matched sets for the whole family to cherish. We will always return any of the ashes not included in the process.

We advise our customers that when making the memorial product there are particular technical issues that need to be understood. The process of creating our handmade glass products includes adding colour to the molten glass and at a particular point, we will incorporate the cremated ashes to the gather of glass which is at a temperature of 1100 degrees Celsius.  It will then be put into a kiln to cool down gradually. 

With the inclusion of the ashes it is never 100% certain that this cooling down will be successful, and in some cases, a crack in the glass may appear (this can often happen with glass products with various layers of colour within).  Therefore we advise that you do not send us all or the last of the cremated ashes, in case we need to make a new piece for you.

All Memorial Glass pieces can be engraved using our in-house engraving service. 

We accept family, friend and pet ashes and, unless otherwise directed, will return any unused ash to you, within the UK only (due to UK customs regulations).

MAIL ORDERING PROCESS:

1.  Complete the enclosed order form, including any engraving details.  Prices can be found in the enclosed leaflet.

2. We will provide you with two bags.
Bag One: Write your name and Order Number.
Bag Two: Please retain in case of breakages or losses.

3.  Place one level teaspoon of ash per item bag (in both bags) and seal tightly (cufflinks count as one item).

4.  Put your order form, ashes and cheque* (if appropriate) in the envelope provided, with our correct name and address provided.

5. If you are able to deliver the ashes directly to us please call Judith for an appointment on 01225 319606 or email us at sales@bathaquaglass.com

Important Ordering Information 

• Please wait for us to send you the small grip-seal bags for the ashes once you have placed your order before sending any ashes to us.  Please note, we will always send Memorial Packs to the billing address on orders placed online that have a different shipping address.

• Memorial Glass orders take approx 6 weeks to process, starting from the date we receive the ashes at our studio - unless otherwise stated (bespoke items will take longer).

• Please place SEPARATE ORDERS if you have multiple sets of ashes. This will generate different order numbers to assign to the correct ashes and items to avoid confusion.

When we receive your ashes we will contact you to confirm receipt.

Please note: Bath Aqua Glass are not liable for any packages lost in transit.

Payment can be made by Bank Transfer or Secure Link from our Till System to a mobile phone number.  Note - we cannot accept American Express.

Please note all our pieces are handmade to order and delivery time will depend on the colour chosen and our schedule at the time. 

We will notify you again once your order has been dispatched to you. Please let us know if you plan to be away or require your parcel to be left with a neighbour.

Not all couriers and postal services accept cremation remains. We recommend that you check with your chosen postal supplier for the correct postage prices and terms of carriage before sending your ashes to us.

Bath Aqua Glass are not responsible for postage courier losses. Your grievances will be with your chosen courier and is taken at your own risk.

Payment

Items ordered online must be paid for in full at time of ordering.  Payment is accepted by credit / debit card or via PayPal.  We can accept payment by personal cheque or in person by cash (we never recommend cash to be sent through the post) but orders paid for in this way will need to be placed via phone or email or in person and full payment received before postage of goods.

Your card payment will be processed in GBP Sterling and your receipt will show GBP Sterling prices.  If your card is held in a different currency, your card issuer will charge you the Currency Exchange Rate in use for that day and this will be shown on your monthly statement.

Please note that any refund will be made in GBP and your card issuer will refund you using the Exchange Rate that is in use for that day and this could be different to the original rate you were charged when making your payment.  Your card issuer may also levy a currency conversion charge and/or a transaction fee, and this may not be reversed in the event of any refund or order cancellation. This means that your refund could be slightly more or less than you have originally paid and we will not be responsible for this difference.

Please note, voucher and discount codes are not valid for the memorial range.

Delivery

Within the UK mainland, goods will be sent free delivery via Courier which will require a signature on receipt, this excludes Garden Orbs and Stained Glass panels, for which there will be a delivery charge.   Garden Orb orders with a bespoke stem longer than the standard 1m length cannot be delivered and are 'Click and Collect' only from Bath.

All of our orders are sent out as tracked and MUST be signed for by the consignee only.  Any changes made to the delivery time/date/location etc by the customer is done so at their own risk.  Bath Aqua Glass cannot be responsible for any delivery changes made after dispatch.

European order delivery charges will be priced on weight and destination. Items will be sent via standard European Airmail which usually takes from approximately 5 working days from the day it is sent.

Orders to the US and Rest of World can be sent via airmail (order delivery charges will be priced on weight and destination) which usually takes up to 2 weeks from date sent or via surface mail which takes up to 12 weeks.  Items weighing over 2kg can only be sent via surface mail.

Please be aware of customs charges to overseas orders 

For overseas orders, we advise you check with your local customs regulations before sending ashes to us.  Due to UK customs regulations, we are unable to return any unused ashes with your completed order. 

All items are made to order, this can take approximately 6 weeks to process from the date we receive the ashes, plus delivery time.  If unsure please contact us before placing an order for a delivery estimate.

Order Cancellations / Returns Policy

Customers have the right to cancel orders before ashes are received by us.  Once the creation process has started, orders cannot be cancelled.

Cancellations should be made in writing (via post, email or fax)

You can inform us of cancellations over the phone, so we know quickly, but the cancellation must be confirmed in writing also. 

If goods are faulty or incorrect items received the customer will be refunded the return postage costs.

Please call us on 01225 319606 or email us at sales@bathaquaglass.com

Privacy Policy

You can view our privacy policy here.

Further information about our memorial range and their creation, please see our Frequently Asked Questions.