Returns & Exchanges
We stand behind our products. If you’re not completely satisfied, you may return unused items purchased on our website within 30 days of delivery for a refund or exchange.
How to start a return
Email order number and photos of the unused item(s) to support@soft.glass. We’ll provide return instructions and process your refund or exchange once the items arrive.
Used products
Due to the nature of our products, we cannot accept returns on used items for legal and hygienic reasons. This is standard across our industry. If you’re having an issue with a used item, please reach out—we’re always here to help. 🙂
Missing or Incorrect Items
If something’s missing or not quite right in your delivery, we’ll make it right. Please contact us within five days of delivery so we can resolve the issue quickly.
What to do: Email your order number and a photo of everything you received to support@soft.glass. We’ll review the information and arrange for the missing item to be shipped or the incorrect item to be replaced.
Damaged or Defective Items
Although each piece is handmade and goes through a quality control check, occasionally a defective product may slip through. If your item arrives damaged or doesn’t work as expected, please let us know within 15 days of delivery so we can help.
How to report a defect: Send us your order number along with photos or a short video showing the problem. We’ll determine whether to send a replacement or issue a refund and will get back to you as soon as possible.
SavedBy Shipping Insurance
For added peace of mind, you can add SavedBy Shipping Insurance at checkout. When selected, your order is protected against loss, theft, and damage in transit.
If something goes wrong, you can request a replacement or refund directly through SavedBy. The cost is a small fee based on your order value, shown next to the insurance toggle in cart/checkout.
How it works
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Add at checkout: Toggle SavedBy Package Protection in your cart/checkout. The small fee is shown before you pay.
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Get your claim link: You’ll receive a separate SavedBy email with a “File a claim” button.
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File if needed: Use that link to submit your claim with basic details (and photos for damage).
What’s covered
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Lost in transit (package stops updating or never arrives)
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Stolen after delivery (marked “delivered” but you can’t locate it)
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Damaged on arrival (items arrive broken/defective)
Good to know
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Coverage applies only if you add SavedBy before completing your order.
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Claim timing and simple documentation requirements are shown in your SavedBy email/portal.
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Replacements or refunds are issued once your claim is approved.
Where to file a claim
Click “File a claim” in the SavedBy email you receive after checkout. If you can’t find it, check spam or search your inbox for “SavedBy.”