Frequently asked questions

Why don't you have a shop section on your website where I can order directly?


I am currently working on it! In the meantime, please contact me via message or email to discuss your order and I will get the ball rolling!




I would like to order a piece of artwork. How do I proceed?


Send me a message or email me at enoraglassart@gmail.com to place your order, stating your full postal address (no P.O. boxes or APO/FPO addresses) and your phone number. I will confirm the availability of your desired item (as its sale may be in progress) as well as total shipping charges to your home. If this is agreeable to you, I will send you an invoice via either Paypal or Interac (Canadians only).




What is the process to order a custom piece of artwork?


For custom items, please email me. Once we agree on a design (color, size, etc.), I will quote a price (incl. all charges) and give you an idea of the shipping time frame. Pricing for commissions will vary due to size, materials and complexity of each piece. A 50% non-refundable, non-transferable deposit is required for each item before I begin working on your project; this ensures that my upfront fees (e.g. glass ordering, design work and labour) are covered. The remaining 50% will be invoiced upon completion of the artwork. You will make both payments via Paypal or Interac. Note that the artwork that you will receive will vary slightly from the item in stock that may have been the basis for your order. Differences in color, shape, pattern, and size are a result of the artwork being hand-made, and must be expected. No two pieces of fused glass will ever be identical!




What methods of payment do you accept?


All prices are in Canadian dollars unless otherwise stated. To estimate the price for your currency, you may use this converter. International sales can be made using Paypal or credit card. For Canadian buyers, I use only Interac. Please note that the artwork will not be shipped until the payment is received and verified.




Where do you ship?


I ship worldwide. It will usually take two (2) to ten (10) days for you to receive your order if you live in North America. International shipments can take up to six weeks to be delivered.




Are there any additional costs beyond the price indicated for your artwork?


There are no Canadian taxes. International buyers are responsible for any fees, duties, taxes, levies, etc. imposed by their country. There are three types of expenses that you will be responsible for: 1- Packaging charge (CAN$3-CAN$5) for all artwork. 2- Insurance fee (US$1.50 per US$100). All artwork must be insured for its full value against loss and damage. I will not send under-insured packages. As none of the shipping companies insure against breakage packages containing glass, I insure my fused glass artwork with U-PIC. 3- Shipping charge. This is calculated on an order by order basis as it depends on the size and weight of the object as well as its destination. To minimize your shipping costs, I ship by Canada Post (tracking and delivery confirmation), unless you instruct me to use another carrier.




How fast will you ship my order?


I strive to ship all orders of items in stock within four (4) business days after I receive your payment. The timeframe for shipping customs items varies for many reasons: how big the piece that you want is, how many items you are ordering and how busy I am working on other commissions at the time. I may be able ship a custom order within 20 business days, but it may also take up to six (6) weeks depending on how complex it is to create your artwork.




What if my artwork is damaged when it arrives?


I take the utmost care in packaging your order, but the shipping company may not be careful enough with fragile glass artwork! As my artwork is one-of-a-kind, items cannot be replaced with an exact copy if they are damaged, they can only be refunded (less shipping, boxing and insurance fees). Regardless of whether or not you notice damage to the exterior of the box, have your camera ready as you must document the unpacking of your order each step of the way, taking several photographs of the box (damaged or not), the artwork as well as the packaging material. Better still: videotape the entire process! This will make sure that the insurer does not find any discrepancy with the nature of the claim and that you get your money back quickly! If the artwork is damaged, please contact me immediately or as soon as practicably possible, but no later than within 48 hours of receipt. You must email me all photographs and videos. This will help me work out a better way to pack my glass artwork so that it does not happen to another buyer in the future. But most importantly, I need this evidence to file a claim and reimburse you. You must retain the damaged items and packaging until I inform you that the claim has been processed as the insurer retains the right to request its return. Failure to hold the damaged artwork until the claim has reached a resolution will result in the denial of the claim and I will not issue a refund.




I think my order is lost in transit. What should I do?


If your tracking information has not been updated in a few days, it could be because the package was lost in transit. Please contact me so that I begin the claims process. If your package has been marked as delivered but you are unable to locate it, wait 36 hours as sometimes packages are marked as delivered prior to their arrival. If your order is still a no-show after that period, please contact me and I will do everything I can to trace it down with the carrier on your behalf. This can take up to 20 days for resolution, depending on the carrier. International orders may take even longer due to customs. Furthermore, I strongly encourage international customers to contact their customs hub for any additional information. If the carrier confirms that your order is lost, I will file the paperwork for the insurance on the package but I will need a written statement from you dated after the waiting period for the lost package (that is, 21 days from the ship date for domestic packages and 45 days from the ship date for international packages) confirming non receipt of the package. If your order is not recovered, you will be entitled to a full reimbursement of the artwork value (shipping and insurance fees are not refundable). To prevent fraud, I will not issue a refund until I have resolution of status of the order.




What is your refund policy?


Custom orders are not refundable. I will give a refund on all artwork in stock. Note that there may be slight inconsistencies (e.g., color) in the art glass. That is what makes glass artwork so unique! Similarly, the finished artwork may contain minor imperfections such as air bubbles. These are a result of how the glass is melted in the kiln and other factors over which I do not always have control. These bubbles add to the charm of the piece and should not be considered defects. You must inform me within five (5) working days of receiving your order that you wish to return it. Returns must be pre-approved before shipping. You must repackage the item in its original packaging materials and ship it to me with the trackable option as well as fully insured (through U-PIC), at your own expense. If the product is damaged in return shipping due to packaging error or is lost in transit, you will be responsible for making the claim through U-PIC to be reimbursed. I will issue a refund only after I receive the artwork and confirm that it is in the same pristine condition as when it left my studio (i.e., no breakage). I will issue a refund for the amount of the artwork less the original shipping, insurance charges and Paypal transaction fees (if this method was used).




Do you provide a Certificate of Authenticity (CoA) for your artwork?


I provide a CoA for all artwork. The CoA includes the title of the artwork, year of creation, dimensions, and the material(s) used. Each CoA has a statement of authenticity signed under my artist’s name, as well as includes important care procedures to ensure the quality of the artwork is retained while in your possession.




Disclaimer


Glass artwork is notoriously difficult to photograph and display accurately on a computer screen. Thus, be aware that the colors may look slightly different when you receive the actual piece. If you wish to see more photos from different angles or in a different light, please let me know and I will do my best to help you avoid being surprised! Prices, terms and conditions are subject to change without notice.





©  2020 par Lucie Martineau  | Énora  Verre d'Art. Tous les droits sont réservés