Shipping & Returns

 

Orders are processed Monday to Friday with the exception of holidays. Orders that are placed over the weekend will be processed the following Monday. All of our orders are shipped via FedEx and ship times are dependent on location.

All orders are processed and shipped from our studio in Fergus, Ontario and are picked up at 2:30pm Monday to Friday.

** We are experiencing longer than usual ship times due to the volume of orders we are receiving. We are still trying to ship orders out as soon as possible, but if your order is time sensitive due to a special event or occasion, please contact us by phone 1-800-439-6393 or email. We will try to make some magic happen for you!

Returning Online Purchases

We are here to help you process your return. Please call us at 1-800-439-6393 for assistance or email info@kitras.com. Customers are responsible for returning all items that are being returned for reasons of personal choice such as a change of mind or ordering the wrong colour or size. We are happy to pick up any items shipped incorrectly on our part or replace any items that were shipped incorrectly or arrive broken. Please contact us if you are unsure how your return will be handled or if you have any further questions regarding our return policy.

Broken or Defective Merchandise

We try to package items as securely as we can, but sometimes these things happen during travel. We replace any items that arrive to you broken. Please call or email us within 24hrs of receiving your item to report a broken delivery. Please keep in mind that we often request photographs of damaged items.

If your item is missing a part, for instance a wick for an oil lamp, please make sure to thoroughly check all packing materials. Sometimes these items can be small and mistaken for wrapping. If you’ve checked all the packaging and you are still missing an item please contact us and we will resolve this issue for you ASAP. We want you to be able to start enjoying and using your new purchase!

On the Nature of Handcrafted Glass

Each one of the items we produce will be slightly different from the next due to the handcrafted nature of working with molten glass. We think this is beautiful and provides you with a piece that is one of a kind! This also means that the item you receive will not look exactly like the photo on our site. Your piece may have slightly different colour coverage or a few more bubbles. Just like each flower in nature they will be slightly different, but still just as beautiful.

We do strive for consistency in quality in all of our products. If you have questions regarding the quality of the piece you received please contact us. We are happy to answer any questions you have about our products and screening processes.