Refund policy

Shipping & Delivery

FlamePebble creates and ships handmade glass pieces from China. We currently ship to selected destinations in the United States, the European Union, the United Kingdom, Canada, Australia, and New Zealand. Available destinations are shown at checkout and may change due to carrier or regulatory restrictions.

Processing time

Many FlamePebble pieces are handmade or made after an order is placed. The estimated processing time for each product is displayed on its product page and forms part of your order. Personalized and custom orders may have a different timeline, which will be confirmed by email.

Processing time is separate from transit time. If an order contains products with different processing times, the order will normally ship when all items are ready unless we agree otherwise.

We will contact you if a material delay affects your order. Any estimated date is not a guaranteed delivery date unless we expressly confirm a guaranteed service in writing.

Shipping rates

Standard shipping is USD $5.99. Orders with a merchandise subtotal of USD $50 or more qualify for free standard shipping, after discounts and before taxes, unless a different rate or threshold is displayed at checkout for the destination.

Tracking

Orders are shipped using a tracked service. A shipping confirmation containing the tracking information will be sent to the email address used for the order. Tracking may take 24–72 hours to update after dispatch and may be transferred to a local delivery provider in the destination country.

Transit times

Transit times vary by destination, customs processing, carrier capacity, weather, and other circumstances outside our reasonable control. The estimated transit range available for your destination will be shown at checkout or in the shipping confirmation where available.

Customs, duties, VAT, and import charges

Unless checkout expressly states that a tax, duty, or import charge has been collected or prepaid, international orders may be subject to VAT, GST, customs duty, brokerage, handling, or other import charges imposed by the destination country. These charges are not included in the product price or shipping charge and are normally the recipient’s responsibility.

FlamePebble is not currently registered under the EU Import One-Stop Shop (IOSS). EU customers may therefore be asked by the carrier or customs authority to pay import VAT and handling charges before delivery. We do not guarantee that any order is free of import charges.

Taxes and customs rules may change. Customers should consult their local customs or tax authority before ordering if they require confirmation of possible charges.

Address changes

Contact support@flamepebble.com as soon as possible if an address needs to be corrected. We cannot guarantee an address change after production or fulfillment has begun, and an address cannot normally be changed after dispatch.

The customer is responsible for providing a complete and accurate delivery address. If a parcel is returned because of an incorrect or incomplete address, refusal, failure to collect, or unpaid import charges, we will contact the customer after the parcel returns to us. Any refund or reshipment will be handled subject to applicable law and may be reduced by non-refundable shipping, return, customs, or carrier charges where legally permitted.

Delayed, lost, or delivered-but-missing parcels

If tracking has not updated for an unusual period, or a parcel is marked delivered but cannot be located, contact support@flamepebble.com promptly. Please first check the delivery address, safe locations, household members, building reception, and the local carrier.

We will investigate with the carrier. A carrier scan does not automatically remove any rights the customer has under applicable consumer law. Refund, replacement, or other resolution will depend on the investigation and applicable law.

Damaged or incorrect deliveries

Please contact us as soon as reasonably possible, preferably within seven days of delivery, if an item arrives damaged, defective, or incorrect. See our Returns & Refunds Policy for the evidence and available remedies. The seven-day reporting request helps us investigate carrier damage and does not reduce any non-waivable rights under applicable law.

Contact: support@flamepebble.com