FREQUENTLY ASKED QUESTIONS

GETTING STARTED

HOW DO I REQUEST A CATALOGUE

Simply complete our Request a Catalogue form and let us know whether you’d prefer a digital or printed copy. We’ll send it out as soon as possible.

HOW DO I OPEN A TRADE ACCOUNT

You can open a trade account by filling out our Account Application Form Here or contacting us directly. Once we’ve confirmed your business details, we’ll provide access to our latest wholesale catalogue and ordering information.

IS THERE A MINIMUM ORDER VALUE?

Our minimum order value is £100.00 excluding VAT.

You will not be able to complete checkout via the website if the minimum order value is not met.

WHAT HAPPENS IF I RECEIVE A FAULTY OR DAMAGED ITEM?

We are always more than happy to replace or credit for damaged items, simply send us a photo of the damage within your 48 hour window! Once you are outside of the 48 hour window, we reserve the right to refuse any responsibility for faulty or damaged items.

CAN I SELL ON AMAZON?

We are not currently accepting applications for sellers on Amazon at this time.

DO YOU OFFER EXCLUSIVITY?

We do offer exclusivity in some cases, depending on order volume and location. If you’re interested in becoming the exclusive stockist for your area, please get in touch and we’ll be happy to discuss.

ORDERING

DO YOU OFFER WHITELABELLING OR CUSTOM BRANDING


Yes – we can customise labels for an additional charge. We can also replace our standard branding with your own on the packaging, subject to minimum order quantities and lead times. Please contact us for a quote and more details.

CAN I USE YOUR PRODUCT PHOTOS FOR MY WEBSITE?

Yes – we’re happy for our trade customers to use our product images for their online shops, social media, or marketing. CLICK HERE TO DOWNLOAD

WHAT IS YOUR RETURNS POLICY

As a trade company, we do not accept returns unless the item is faulty or damaged.

SHIPPING & DELIVERY

WHAT IS YOUR LEAD TIME?

We aim to dispatch orders within 2 working days

HOW MUCH IS CARRIAGE?

UNITED KINGDOM: Standard Shipping is £12.00 (+VAT) for most areas in the UK, or FREE for orders over £300 excluding VAT.

SCOTTISH ISLANDS & HIGHLANDS: Some areas are subject to 'out of area' surcharges. 

The following Scottish postcodes are affected:

FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40 (excluding PA38), PH19-26, PH30-41, PH49-50

HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA38, PA41-49, PA60-78, PH42-44, ZE1-3

If you are on a 30 Day Account, these will be applied to your invoice before dispatch, if you pay for your order on a pro-forma basis these charges will be estimated and sent to you to pay before dispatch. Your order will still have the £12.00 discount applied if it is over £300.00 excluding VAT.

We are keeping our prices as low as possible for our customers, and all charges are based on the exact price that we pay to the courier. If you would like an idea of a price before you place your order, please contact us at SALES@SIENNAGLASS.COM

IRELAND & THE CHANNEL ISLANDS: Please complete check out as normal and we will supply you with a shipping quote before you can complete your quote.

CAN I COLLECT?

We do not accept collection via your own carriers, however if you are nearby and would like to collect the order yourself you are more than welcome to! Please contact us beforehand to arrange this. 

DO YOU SHIP INTERNATIONALLY

Yes, we ship internationally to a wide range of countries outside the EU. Unfortunately, we are currently unable to ship directly to EU countries due to Brexit-related regulations.

If you're based outside the EU, you can check out directly on our website and request a shipping quote at checkout. Alternatively, international customers can also order from us via Faire, where duties and shipping are calculated automatically.

Customs fees and import duties may apply depending on your country’s regulations and are the responsibility of the buyer.

WHAT ABOUT DUTIES AND TAXES?

At the moment, all international orders are shipped DAP (Delivered at Place), which means that import duties, taxes, and customs fees are not included in the checkout price and are the responsibility of the buyer upon delivery.

We understand that this can be inconvenient, so we’re currently working on integrating a duties and taxes calculator into our website. This will allow international customers to view and prepay all applicable fees at checkout, ensuring a faster and more transparent delivery process.

We expect to have this feature live by July 2025. In the meantime, if you need a shipping quote or estimated import cost, please feel free to contact us.

OTHER QUESTIONS & QUERIES

WHY CAN'T I CHECK OUT?

Please ensure you have met our minimum order value of £100 excluding VAT before trying to check out. If you are still having trouble, please contact us. 

WILL YOU BE ATTENDING ANY TRADE SHOWS THIS YEAR?

Please see our EVENTS page to find out more

For any other queries of questions please use the contact form below, call us on 01905 384837 or email us at sales@siennaglass.com

To see a full version of our Terms and Conditions, click below.

Terms & Conditions

Contact Us