More Information

YOUR OWN TESTING IS MANDATORY

All usage guides are ‘guides only’. These cannot be exact due to the varying nature of raw materials and product blends and combination of products being used.  We have no control over customers specific use of material and can accept no responsibility for problems caused by customers failure to test product to ensure material is suitable for intended use.

If trying new raw materials of any kind (wax, wick, fragrance, colour, mixing base etc) we strongly recommend you buy sample size first to test suitability of product for your intended use.  We cannot take responsiblity for your results differing to ours as there are too many varying factors.

CONTAINERS, BOTTLES & JAR WASHING

Do not wash any coloured jars, bottles or glasses in any automated washing system, with any detergents or chemicals, or by submerging in water of any kind. If glasses are to be washed, we recommend testing the washing method to ensure no damage will occur in the process. We recommend using a polish cloth or air gun to remove any debris that may be present. Glassware Imports takes no responsibility for damage caused in the process of washing or cleaning our containers and jars.

COLOUR VARIATIONS

We do our best to maintain consistent colour & tone with products however minor variations may apply between different shipments. Variation between batches can occur due to the ever increasing supply & demand of raw materials and environmental conditions in China. The People’s Republic of China is always monitoring industry methods in an effort to reduce carbon emission and improve air quality. Sometimes variations may be noted up close with a critical eye but not when made into an end product and sold to consumer.

TIN VARIATIONS

We do our best to maintain a consistent tone however minor colour & design variations may apply between different import batches. Slight variations between batches can occur due to the specific manufacturing process of decorative tin production. Every batch is produced with a different combination of quantity, colours and prints and these selections can sometimes have an effect on the colour tone. Sometimes variations may be noted up close with a critical eye but not when made into an end product and sold to consumer.

All decorative design tins are subject to change depending on customer demand. If we decide to run out a particular print to make way for a new style, we will provide at minimum 6 months notice.

STOCK AVAILABILITY

We do our best to keep product in stock, but with an industry that is always growing we cannot guarantee supply at all times (especially during peak season Sept to Dec). If a product does go out of stock we know this can have a direct impact on your business, so we will usually have it restocked within a 10 to 12 weeks or sooner. You can subscribe to the out of stock notification and automatically be notified when product comes back into stock. We will also list most up to date ETA’s in the product area on website.

RUN OUT/ DISCONTINUED LINES

On occasion we retired slow moving lines in order to introduce new ones. We will always provide a minimum of 6 months notice before we remove any product from our online sales catalogue. Check here for products on run out.

WHOLESALE TRADE PROGRAM

We like to reward those who shop with us on a regular basis so we offer two types of trade accounts with a range of benefits. Check your eligibility here and apply now.

NO RETURNS ON ANY SALE/RUN OUT/NQR PRODUCT

All On Sale products are strictly no refunds, exchanges or returns.

1 - Are jars and bottles painted?

Yes majority of our jars and bottles are sprayed painted except for the PET bottles. This is often (not always) done by hand so some variations are expected. Please refer to More Information tab for further details.

2- Do you have matching lids & gift boxes?

Yes. For example - If you buy a small jar, this will typically fit a small lid and small gift box. If any variations apply this will be listed in the product description area of the product in question. Please always check there first and always double check dimensions of product and gift box to ensure you will be happy with the fit.

3 - Do you offer further discounts on product for bulk orders?

We do not further discount web stock unless we are over stocked on an item. We can only provide further discounts on items when they are pre-ordered in bulk in advance. This means when we order your quantities, over and above our web allocated stock. If we discount all the time it becomes impossible for us to manage stock availability and it causes items to go out of stock sooner than anticipated, which means it takes a lot longer to restock, and this ultimately upsets many customers.

To pre-order the following requirements apply:

• Minimum order quantities vary but usually start at 1500pcs.
• 40% deposit on order
• 60% Two weeks prior to arrival.
• Availability can be anywhere from 8 to 16 weeks because there are many dependencies which change throughout the year.

Email us if the above is feasible and you would like a quote.

4 - Can I order a larger pack size and get different colours for the same tiered price?

Unfortunately no. It requires additional labour and packaging materials to pick and pack a mixed order, which is why a single product gets cheaper the more you buy.

If you are a regular buyer you may be eligible for a Trade account, which offers lower unit prices for smaller quantities ordered. Please check your eligibility here

5 - Are your jars suitable for candle making?

Yes all our containers and jars have been manufactured to the global standard approved to withstand heat for burning candles. However it’s very important the end user follows the candle use instructions stipulated on the candle warning labels.

Burning Instructions:
Keep wick trimmed to 7mm before each burn. Keep candle free of any foreign materials including matches and wick trimmings. Only burn the candle on a level, fire resistant surface and away from drafts. Do not burn candle for more than four hours at a time. Stop use when only 15mm of wax remains to avoid jar cracking through overheating.

6 - Will fragrances have any reaction in the containers?

Sometimes – it’s imperative you do your own testing, especially with containers that are coloured on the inside. Fragrances are made with many different ingredients and sometimes the quality of the ingredients, along with the age of the fragrance plays a big role on whether or not it produces some kind of effect on the end product.

We have never seen any reactions to our jars when using our premium grade fragrance range. However we have seen a few reactions in jars/tin when other supplier fragrances have been used.

7 - What size wick should I use?

Selecting the best wick size for specific jars is something we encourage the candle maker to determine, because when fine-tuning a candle burn, wick size can change according to wax and fragrance type and volume. Below is a ‘Wick Guide’ you can use as a starting point.

CDN 6 - Burn Diameter 45-50mmCDN 16 - Burn Diameter 70-75mmCDN 7 - Burn Diameter 50-55mmCDN 18 - Burn Diameter 75-80mmCDN 8 - Burn Diameter 55-60mmCDN 20 - Burn Diameter 80-85mmCDN 10 - Burn Diameter 60-65mmCDN 22 - Burn Diameter 85-90mmCDN 12 - Burn Diameter 65- 70mmCDN 24- Burn Diameter 90-95mmCDN 14 - Burn Diameter 65- 70mmCDN 26 - Burn Diameter 95-100mm

8 - What is the approximate burn time for Soy Candles?

These are high level estimates only - you must do your own tests to determine burn time.

• 160g = 30 to 40 hours
• 300g = 60 to 70 hours
• 450g = 100 to 120 hours

9 - Are you painted jars and bottles food safe?

No, they are not food safe unless they are clear and not painted.

10 - Can I Return a product that I purchased on sale?

All On Sale products are strictly no refunds, exchanges or returns. This includes all Run Out, Not Quite Right and general sale items.

Delivery Fees

Shipping is calculated based on size, weight and destination location. Shipping fee options will be displayed during checkout before payment is made.

Courier Options (within Australia):

We cannot deliver to PO Boxes or Parcel Lockers.

We use multiple carriers for our delivery services.

• Aramex/Fastway - for most metropolitan locations
• Direct Freight - for most metropolitan & regional locations
• Star Track - for outer metro/regional locations
• TNT - Only on rare occasions
• Australia Post – Only on rare occasions
• We cannot deliver to PO Boxes or Parcel Lockers.

Select 'Pick Up' in the checkout to organise your own courier.

For information on International Order Delivery please refer to our Shipping Policy

Selecting Your Preferred Courier:

If you want us to use a specific courier you must select the carrier and also add note in comment field during the checkout process i.e. Only use Direct Freight. If you don’t add the note we may elect to ship with another carrier if circumstances suit.

Authority to Leave Parcels

Shipping with us assumes all parcels can be left if premise is unattended. Please use the comment field during checkout to provide detail on where best to leave. Please place advice in comment field during Checkout if parcels cannot be left.

DIRECT FREIGHT REDELIVERY FEES POLICY

If authority to leave is provided:

If the courier is unable to access your premises to leave the consignment in a safe place, you will be charged for any redelivery fees incurred. Please provide detailed instructions for the courier on where to leave the package if the premises are not accessible. Failure to do so will result in redelivery fees, which you will be responsible for.

If authority to leave is not provided:

If you are not home when the courier attempts delivery, you will be charged for any redelivery fees incurred. Alternatively, you may instruct the courier not to attempt redelivery and instead leave a card so you can collect the package from the courier’s depot. If no such instruction is given, you will be responsible for any redelivery fees charged.

Please Note:
If neither of the above options suit your circumstances, you may choose Aramex as your shipper, as they do not currently charge redelivery fees.

Delivery failure:

You must ensure your delivery address information is correct before placing your order. If the address provided is incorrect and the package is returned, you will be billed for the additional shipping charges in order for your delivery to reach you.

Shipping Insurance (Not applicable for International Orders)

For your convenience and peace of mind we offer Shipping Insurance for a small fee during checkout. This is not mandatory. We do our very best to ensure orders leave our premises in secure and well packed parcels to minimise all possibility of breakages, but there is no way we can guarantee this when orders are shipping across Australia. By taking out shipping insurance you are automatically covered for any breakages in transit or lost orders. Please review full details of our Shipping Policy and Claims Process

Fast and Efficient Dispatch:

Orders received and processed by us online by 11:00am AEST each business day, we do our best to dispatched same day. Orders received and processed by us after 11:00am AEST or over the weekend will dispatch the following next business day. Order processing delays may occur during peak season from Sept to Dec.

Delivery Timelines

We use multiple carriers for delivery so specific delivery times can vary. Full parcel tracking is emailed to you once your order is dispatched. Please email us if you have not received this information, but please ensure you check your spam/junk mail folder before emailing us. Please review our Shipping Policy for estimated delivery timelines

Some country areas are town or depot delivery only. This means they may not be able to deliver to your door and you will have to go to closest depot to collect it.

Tracking Information

When your order is dispatched, you will receive tracking number(s) and details via an email notification. If you have not received an email, please first check your Spam/Junk mail folders before requesting this information via info@glasswareimports.com.au with your order number reference.

Pick Up Service

If placing an order on the same day as Pick Up, please allow minimum 4 hours from the time you place the order. You must also add a note to comment field during the Checkout Process advising what time collection will be, so the warehouse can have it ready for you. Failure to do this may result in long wait times at time of collection.

Upon collection you must provide:

• Order Numbers must be presented at the time of collection.
• Orders must be checked and signed for by the person collecting, confirming all goods are accurate and correct at the time of collection.

Glassware Imports does not accept any responsibility for order discrepancies once pick up orders have left the premises. If there are any order discrepancies after the product has left the premises, a claim will need to be lodge. Please refer to Claim Process for more information.

Product Claims & Returns

Our team is dedicated to providing the best service to all our customers. However despite our best intentions, things can still go wrong. When they do, it’s important we fix the problems as soon as possible.

If the product is missing, incorrect, defective, damaged in any way you must lodge a claim as soon as possible via email with a detailed description and photos/videos of defect. Please review our full Claims & Return Policy for specific guidelines and requirements.

Our Returns Policy includes the rights you have under the Australian Consumer Law - You are entitled to a replacement, credit or refund for a major flaw. Glassware Imports is entitled to choose between providing you with a replacement, credit or refund of the product value.

Any claims received after 7 days of receipt of order, may be refused, unless you have a Trade Account.

NO RETURNS ON ANY SALE/RUN OUT/NQR PRODUCT

All On Sale products are strictly no refunds, exchanges or returns.