user guide

We Have The Buyer Protection

We deliver our products to all the customers across the world, ensuring we provide you the highest levels of responsiveness at all times.

 

For Your Purchase

Please place your order through our online shop, or send your order to this email.

The price on our online shop is US dollars, the equivalent price as our selling price in Japan.

The item price mentions per item, the shipping cost, customs duty, and additional tax or expense excluded.

We check the updated inventory for you after your order received.

If all the items are currently in stock, we will send an invoice for your payment proceeding.

We will ship the glassware directly from Japan to your address after confirming your payment. (We have no stock in other countries.

Some glasses are pre-order products, which would take up around three months from order confirmation to delivery.

 

Purchase Step

When you make an order through us, the procedure has not been done! 

After placing your order, there are a few more steps to complete your order.

Please check out your procedure as follows.

1. Purchase

After receiving your order, we will check out the inventory and get back to you with an invoice (either Paypal for credit card or bank transfer.) The shipping fee will be shown on the invoice. Please wait until we knock on your door (we will get back to you within 1 business day, except for Saturday, Sunday, National holidays in Japan, or our holiday season.)

A friendly reminder: Please check your spam folder to find our contact!

            E-mail : sg-glass@sg-management.jp

2. Payment

Please make a payment either credit card (VISA, Master, AMEX, Union Pay, JCB) or Bank Transfer.

3. Shipping

Once we confirm your payment, we will ship the items to you via DHL, Fedex, or EMS. After delivery, we will notify you of the tracking number. 

 

Note:

• SG glass delivers the items from Japan. We charge the items purchased and the shipping cost only. The custom duties or VAT (where applicable) will be invoiced to you directly from the delivering company.
• We advise you to contact your local customs authority as the custom rate depends on the importing country if it occurs. For example, the average custom rate would be around 20% of your glassware purchase in the United States, EU, Australia, Thailand, China, while no duties in Singapore and Hong Kong. 
• Some glasses are custom-made products, which would take up to 3 months from order confirmation to delivery.
• Payment within three working days is advised. After it, we regard it as a cancellation. 

 

Delivery 

• We can deliver our products to Asia, Oceania, North, Central and South America, Middle East, Europe, Africa.
• Please be noted that some countries cannot be shipped due to COVID-19 pandemic situation.
• We will ship the package to your address via either DHL, FedEX, or EMS after confirming your payment.  If we are unable to deliver your package　(If the package is not delivered by some reason)  it will automatically be returned to SG glass. 
• To track your parcel, check it out: 

DHL

https://www.dhl.com/jp-en/home/tracking.html

FedEX

https://www.fedex.com/en-us/tracking.html

EMS

https://www.post.japanpost.jp/int/ems/delivery/index_en.html

Shipping fees

Free Shipping for orders over $500 (excludes some heavy items)
Shipping fees vary depending on the order amount. Ordering in larger quantities at once is more cost-effective.

ex,
Order Amount $1.00–$99.00 = Shipping fees $29.00 USD
Order Amount $100.00–$199.00 = Shipping fees $34.00 USD
Order Amount $200.00–$299.00 = Shipping fees $39.00 USD
Order Amount $300.00–$399.00 = Shipping fees $41.00 USD
Order Amount $400.00–$499.00 = Shipping fees $44.00 USD
Free Shipping for orders over $500 (excludes some heavy items)

Return & Refund 

If there are some issues such as damages or mistakes upon delivery, we would receive your requests for exchanges or returns. Please kindly let us know within seven days after delivery. We will not be able to accept your notice after the compensation period. Our company bears the return fee. However, we will not be able to accept any exchanges or returns because of the customers’ personal preferences.

 

• EMS, To claim damage 

• Please take photos of the damaged item, as well as the outer and inner boxes of the package. Please also keep it all  including packing materials without discarding them.
• Please send us the pictures stated in no.1 and the name, quantity and product code.
• Please visit the nearest post office directly with the outer box, inner box, damaged goods, packaging materials and invoice (show the EMS receipt if you don’t have invoice) to ask for a damage report and ” Transfer of right to indemnity for loss and refund of postage ”. Take a picture of the two documents and save the image.
• Send the photos stated in no.3 to us. After receiving the photo, we will be able to quickly proceed with the insurance coverage procedure at Japan Post.
• We will resend you the replaced goods as soon as possible if we have it in stock. If we do not have it, we will refund you the payment of the product.

 

• DHL / FedEX, To claim damage 

• Please take photos of the damaged item, as well as the outer and inner boxes of the package, and packing materials. 
• Please send us the pictures stated in no.1 and the name, quantity and product code.
• After verifying, we will resend you the replaced goods as soon as possible if we have it in stock. If we do not have it, we will refund you the payment of the product.

Undelivered Package

If we are unable to contact you upon shipping, or if the carrier is unable to contact you and the package is returned to us, we will consider it as a refusal to receive the package. No refunds or reshipments will be made. You may also be required to pay for the return shipping costs and VAT. 

If you would like to purchase again for the items that were undelivered, we kindly ask to place a new order on our website.

Product & Care

• During handmade processes, we might see some slight variations in shape, color, or dimensions, as well as  unavoidably small bubbles or contamination, please let us forewarn that there are no quality problems and hopefully you would consider it as its charm and original.
• As it is handmade, please follow the below guide for product care: 

• No microwave, electric or gas oven, nor direct fire. 
• Using a dishwasher is not recommended. 
• Product care: Use sponges with the polishing material, cleanser, hard scourers may cause scratches and damage on the surface of glassware.
• For storage, please do not pile them on top of each other. After washing, please wipe it up  immediately. Otherwise, white marks may appear due to the calcium contained in the water. Please avoid pressuring, sudden heating or cooling  which may cause damages and breaks.

Wholesale

Wholesale prices are also available for corporate customers. 

Please contact us: sg-glass@sg-management.jp