Last updated: 13 July 2026
Shipping
Orders over €50 qualify for free standard shipping where the offer is displayed at checkout. Any other delivery charge is shown before you place the order. Delivery timing depends on destination, stock and the courier; the estimate is shown at checkout or confirmed by email or phone. Please check the address and phone number carefully.
Damaged, incorrect or missing orders
Contact us as soon as possible, preferably within 48 hours of delivery, with the order number and clear photos of the item and packaging. This 48-hour request helps us investigate courier damage and does not remove any mandatory consumer rights.
14-day right of withdrawal
For eligible online purchases, you may notify us that you are withdrawing within 14 calendar days after receiving the goods, without giving a reason. Send a clear statement to [email protected] with your name, order number, item and decision to withdraw. After notifying us, return the item without undue delay and no later than 14 days.
You may inspect the item as you would in a shop. You may be responsible for diminished value caused by handling beyond what is necessary to establish its nature and characteristics. Pack glass securely and keep proof of dispatch.
Return costs and refunds
You pay the direct return-delivery cost unless the item is damaged, incorrect or non-conforming, or QELQ agrees otherwise. For an eligible withdrawal, we refund amounts due under applicable law, including the basic outbound delivery cost where required, using the original payment method unless agreed otherwise. We may withhold the refund until the goods are returned or you provide evidence of dispatch.
Exceptions
The withdrawal right does not apply to goods made to your specifications or clearly personalized. This exception does not limit your rights if an item is faulty, damaged or not as ordered. For hygiene reasons, earrings or other sealed items that are legally unsuitable for return may be excluded once the hygiene seal is opened, where the applicable legal conditions are met.
Faulty or non-conforming goods
Mandatory consumer remedies remain available. Depending on the circumstances, these may include repair or replacement without charge, a proportionate price reduction or cancellation/refund. Handmade variations described on the product page are not defects.
Return authorization and address
Please contact us before sending anything so we can confirm the safest return method and address for fragile glass.
QELQ – Tirana Glass Hub
Dëshmorët e Kombit 5 Boulevard, Tirana, Albania
Email: [email protected]
Phone: +355 69 511 5892
