Delivery and Payment


We endeavor to dispatch items within 10 working days of receiving your order, you will receive an email once you order has been processed.

Please state your daytime address to ensure your parcel gets to you as soon as possible. You will receive a tracking number in your email.

We use a courier service for all orders. Your order will be delivered within approximately 2-3 working days from the date of dispatch. 


Returns & Exchange Policy

My item arrived broken, what should I do?

We always endeavour to pack each piece securely to ensure your complete satisfaction when opening your boxes. However, occasionally pieces do break in transit. If there is breakage, please contact within 10 business days so that we can file a claim with the shipping carrier and swiftly get you a refund or replacement.

Please retain all packaging materials for the shipper’s inspection.


How do I cancel or return an order I placed online?

To cancel or return an order, please contact Escape Glass customer service on. 03 2145012 or email and we will be happy to assist. Please note, there are no returns or cancellations on custom or engraved items.

If the order has not left the Escape Glass factory, the recipient will receive full credit to your credit card or a refund will be issued on shopify.

If the order has already shipped, the recipient may return the merchandise, and the credit card will be refunded for the merchandise amount and any applicable sales tax. We will not refund the shipping fee for shipped merchandise for orders shipped. 

The cost of return freight and insurance is the responsibility of the recipient for a return. We recommend using a professional packing service and insure your shipment. We are not responsible for items damaged or lost in transit.

I purchased a product from Escape Glass at one of your retailers, can I return it to Escape Glass store or ship it back to Escape Glass directly

Purchases made through one of our retailers must be returned or exchanged through them.


Payments & Refunds

How long till I receive my refund?

Please allow 3- 5 business days for refund once it has been initiated.

Payment Options are
Shop Pay, Afterpay and Bank Transfer (NZ Only)