Frequently Asked QuestionsOrdering and Payment
Why should I buy from Frosted Lime?
- We seek out the most beautiful glass gifts for you, including items that are handmade in the UK, cannot be found on the high street or are made of recycled glass.
- We are passionate about glass engraving and offer you a wide selection of fonts and designs to choose from, at no extra cost, to allow you to create the perfect unique gift from the comfort of home.
- We endeavour to provide superb customer service, with quick turnaround and despatch within 7 working days, often sooner.
- We welcome your feedback on our products and service to help us to improve your Frosted Lime experience for future visits and purchases.
- We offer a range of special services, such as engraving and saving your designs, a wishlist, gift boxes pre-selected to match your gift choice and much more.
Our item prices, as detailed next to an item, include the following:
- all the engraved text that you want, within the engravable space (dimensions provided on the product pages)
- the engraving of one of our designs
- ordering a satin-lined gift box
- bespoke engraving, including using an image of your own or having more extensive engraving than is offered for free
We accept payment via Paypal as they provide a payment gateway that is trustworthy, simple and secure. We will be notified of your successful payment by Paypal and your payment card details will remain invisible to us. Paypal accept many payment transactions, including Visa, Visa Debit, Mastercard, Maestro, American Express and Solo. You do not need to have a Paypal account in order to make your purchase.
I would like to order more than one of a particular item but each needs to have different engraving. How can I do this online?
Simply complete the engraving details for the first item, then click the Add to Basket button. You will be taken back to the same item's page but the engraving details will have cleared so you can now enter the second item's engraving details and then add this to your Basket. When you look in your Basket you will see that the two items are listed separately, each with its own engraving details.
How do I order two of the same gift items, one with a satin-lined gift box and one without? You will need to add the two gifts to your shopping basked separately, once with a box and once without.
You can do this in the same way as the question above. Add one item, with gift box, to your basket. When you are taken back to the item page, order one item again, but this time without the gift box.
Do you sell any other items that are not shown on your website?
Yes, we do! We can source a very large range of other glass and crystal items for you. Just let us know what you are looking for and we will see if we can source it for you. We can also supply any of the items on this website (contact us for prices).
I have a gift certificate, voucher or discount code – how do I use it?
You will be able to enter your code in the checkout pages.
How can I track my order?
We are happy for you to contact us to check the status of your order. We will also notify you by email when the item has been despatched.
I have a query regarding a product, policy, order or another matter – how do I contact Frosted Lime?
All our contact details can be found on our Contact Us page.
Engraving and Glass
How do I ensure my engraving is done correctly?
We are very diligent at Frosted Lime about spelling, design and detail. Our many years of professional expertise in the glass engraving industry ensures that the layout of your engraving is complementary to the chosen item and the nature of the message. If you decide to leave the font choice to the engraver, we will assess the sentiment of the message and choose accordingly. If you select an image, whether it is one of ours or your own, we will setup the design of the engraving so that the wording and image work well together.
It is vital that you check your wording before submitting it to us, particularly spellings of names. We will contact you if we are concerned about the spelling of a word but we cannot be responsible if you submit a misspelling and it is engraved as such.
Why has my glass gift got air bubbles in it?
Air bubbles are a natural part of the glass manufacturing process. This is quite natural and does not mean that the item is in anyway defective. Frosted Lime only sell quality items and so all items will be checked for quality assurance before they leave our workshop.
I own a glass/crystal item that I would like engraved. Can you do that?
Definitely! We can engrave your own items, bought from elsewhere. We are based in Hemel Hempstead, Hertfordshire so please give us a ring on 020 8720 9346 or 07967 978105 or email us at firstname.lastname@example.org to arrange when you would like to bring the item(s) to us.
If you do not live locally you are welcome to post your item to us for engraving but please do contact us first. Carriage costs of your own items to and from us will be at your expense and at your own risk. We recommend that you use a tracked service with the approapriate amount of insurance included.
Delivery Costs and Details
Please visit our Delivery page.
What happens if I receive my gift damaged?
All items are carefully checked in our studio before being despatched. In the very unlikely event that you receive an item that has been damaged in transit, please contact us immediately.
What if I need to return my order?
You may return an item in its original condition, as long as the item has not been engraved, within 14 days of receipt of the item for a refund or credit for the amount paid. If you are returning an unengraved item to us because you have changed your mind, you will need to pay the postage yourself for the return of the item to us.
Where engraving has been added to the item, no refund or credit will be available unless in the unlikely event that an error on our behalf has been made in comparison with the wording provided and confirmed as correct by you. We will then process your refund/credit within 10 working days for the amount paid plus the cost of returning the item to us. We suggest you used a signed service when returning goods to us and provide us with the proof of this cost.
What is the best way to look after my glass received from Frosted Lime?
The best way to clean your engraved glass gift is with warm soapy water. We do not recommend that any of our gifts are cleaned in a dishwasher.
If your question is not answered on this page, please contact us and we would be delighted to help.