At Just The Ticket, we carefully create bespoke designs with the same attention and care we give to every piece. All custom artwork created by Just The Ticket remains the property of Just The Ticket Engraved Glass Design, unless we are reproducing artwork you have provided and own the rights to. Custom designs may not be used, copied, or reproduced without our express written permission.

Unless otherwise agreed in writing, we reserve the right to use bespoke designs we create on our own stock products and in promotional materials. If you'd prefer your bespoke piece to remain private, simply let us know.

Bespoke image design is available via custom order only and is quoted individually, based on the complexity of the design. As a general guide, artwork preparation typically costs between £10–£30 per image.

We are unable to reproduce designs, logos, or text that are subject to copyright or trademark protections unless you have the right to use them. By submitting custom design requests, you confirm that you hold the necessary rights. Please note: We are not responsible for researching copyright ownership.

Any changes to bespoke or personalised orders must be requested within one hour of placing your order to avoid delays.

We occasionally share bespoke and personalised pieces on our social media platforms. If you would prefer us not to share your design, just let us know — we’re happy to respect your wishes.

Please Note:

1. Artwork preparation is a separate design service and is non-refundable.
2. Quotes are valid for 14 days.
3. Turnaround is confirmed in your quote and typically starts after artwork sign-off.
4. Up to two refinement rounds are included; additional time is £20/h with prior approval.

Engraving on Tapered Glassware

When a rectangular design is engraved onto a tapered glass, straight elements such as text or borders may appear to follow a gentle curve. This is a natural characteristic of the glass shape. In some cases, artwork can be pre-distorted to offset the effect, though this may alter the original proportions of the design. By proceeding with a bespoke order, customers accept these characteristics as part of the engraving process.

Bespoke listings remain active for 4 days from the date of creation. If the order has not been placed within this time, the listing will be removed to make space for new commissions. After this period, a new listing can be created on request, but artwork fees and lead times may need to be reconfirmed.

Our glassware is carefully crafted and inspected before dispatch.
While it does not pose a safety risk under normal use, we remind customers that glass is naturally fragile.
Please take care when unpacking your order, and handle with caution.
In the unlikely event that your order arrives damaged, please contact us within 24 hours of delivery.
We kindly ask that you provide photographs of the glass and the packaging, along with a brief description of the issue, so that we can assist you.

Please note:
* We cannot accept liability for damage caused by wear and tear, accidental breakage, or misuse after delivery.
* References to ‘Fully Toughened’ glass relate solely to the manufacturing process, where the glass is designed to break into small, blunt pieces rather than sharp shards if fractured.

We are unable to ship fragile glassware outside of mainland UK due to the risks of damage and customs restrictions.
However, you are welcome to arrange for a courier of your choice to collect your order directly from our studio in Fife.
Please note:
* By choosing to use your own courier, you accept full responsibility for the shipment once it leaves our studio.
* This means that if the shipment is lost, damaged, or delayed in transit, we are unable to offer refunds, replacements, or accept returns.
* All arrangements for collection must be made by you (the buyer). We are unable to book couriers or arrange returns on your behalf.
* Duties, taxes, customs fees, and compliance with import regulations are the sole responsibility of the buyer.
* Once your order is ready, we will notify you to arrange collection.
Collections are available Monday to Friday (excluding bank holidays), between 9:30am–1:00pm or 2:00pm–5:00pm.

Important:
Every country has different customs requirements, delivery restrictions, and tax regulations.
Please ensure you check the relevant country’s rules and any prohibited or restricted items list before arranging your collection.
We are unable to process or release any orders until you have confirmed your acceptance of these terms.

When you upload an image, logo, or design for engraving, you confirm that you either own the rights to that artwork or have obtained the necessary permission to use it. If the artwork you provide infringes someone else’s copyright or intellectual property rights, you (not Just The Ticket) will be held responsible.

You agree to indemnify us against any claims, damages, or legal action resulting from artwork you submit. We work on the understanding that all images sent to us for engraving have been properly cleared for use by you, the customer.

Hand-Ground Stoppers and Seating Depth

Many of our decanters feature stoppers that are individually fitted to each bottle. Variations in seating depth, angle and snugness are normal characteristics of hand-finished glassware. Some stoppers sit flush, while others sit slightly higher depending on the individual grind of both the neck and the stopper. These variations do not affect performance and are not considered faults.

Apothecary-Style Bottles

The stoppers supplied with our Apothecary decanters have a wood-effect finish rather than being made from solid wood. This is a feature of the design and not a materials defect.

Please check your decanter upon delivery. Any concerns relating to damage or genuine manufacturing faults must be reported within 48 hours of receipt. After this period, we are unable to offer replacements or refunds for stopper fit or natural handmade variations.

We include a set number of complimentary characters with each engraved item — this varies depending on the glass type and available space. The current limits are:

• 12 characters – for compact items (e.g. small plaques, narrow glassware)
  
• 30 characters – standard limit on most products
  
• 60 characters – available on larger designs
  

These limits include spaces between words and numbers and are designed to ensure your message remains clear, well-spaced, and visually balanced beneath the design.

If you'd like to go beyond the complimentary allowance, additional characters are charged at 30p each. We'll always confirm the final layout with you before engraving.

Please note:

• Complimentary engraving is placed on the same side as the design unless agreed otherwise in advance.
  
• The complimentary engraving includes one digital layout preview for approval. Additional mock-ups are available on request at £2.50 each.
  
• Final placement and layout are at the discretion of the studio to ensure the best result for your chosen glass.
  

If you're unsure which limit applies to your chosen product, or would like to discuss a more complex layout, we’re always happy to advise — just get in touch before placing your order.

These Terms & Conditions, and any transactions made with Just The Ticket, are governed by the laws of Scotland and subject to the exclusive jurisdiction of the Scottish courts.

Each glass we engrave is carefully sandblasted and hand-finished, making every piece unique.
As a result, there may be slight variations in engraving detail compared to website photographs or descriptions — part of what makes each item special.

We make every effort to ensure our product descriptions and images are as accurate as possible.
However, occasional typographical errors or omissions may occur. These are not intended to mislead, and we appreciate your understanding.
(If you do happen to spot an error, please do let us know — we’re always grateful.)

Please note:

* Some items shown are for illustrative purposes only and may not always be available for purchase.

* Any logos, trademarks, or artwork visible on our website are intended to showcase the engraving effect and do not imply endorsement or ownership unless specifically stated.

* Just The Ticket accepts no liability for disputes arising from unauthorised use of artwork, logos, or trademarks provided by customers for bespoke designs.
Photographs and images on this website remain the property of Just The Ticket and may not be copied, reproduced, or distributed without prior written permission.
We occasionally feature bespoke and personalised glasses on our social media platforms.
If you would prefer not to have your design shared, just let us know — we’re always happy to respect your wishes.

Delivery timescales are provided as estimates.

While we always make every effort to dispatch orders promptly, we cannot guarantee delivery dates, as delays may occur due to courier issues or unforeseen circumstances outside our control.

Your order is considered complete once it has been delivered to the address provided at checkout.

If no one is available to receive the delivery, the courier will leave a card with instructions for redelivery or collection.

If a parcel is undelivered after three attempted deliveries, or if it is returned to us as undeliverable, we reserve the right to treat the order as cancelled. In such cases, additional postage fees may apply for resending the item.

For full details, please visit our Delivery Information Page

If you have any questions about your delivery, feel free to contact us — we’re always happy to help.

Items engraved using a surname from our Heraldic Archive (or created to your specification) are personalised and excluded from the 14-day cooling-off period for distance sales. Returns are accepted only where the item is faulty or not as described. This does not affect your statutory rights.

To help avoid any confusion later, it’s useful to distinguish between a faulty item and an approved error. Faults relate to damage or defects in the glass or engraving itself. Approved errors are details that appeared in the artwork proof exactly as confirmed by the customer before engraving began.

Please note that small air bubbles, light tooling marks and minor variations in the glass are natural characteristics of manufacture and are not considered faults.

Cancellation before we start

If you need to cancel, please contact us as soon as possible. Where no engraving or artwork has begun, we may be able to stop the order.

If design work has started, any paid artwork fees are non-refundable, and we may retain reasonable costs already incurred.

All of our glassware and decanters are supplied empty.

Any liquids or contents shown in photographs are for illustrative purposes only and are not included with your purchase.

Our focus is on crafting beautiful, personalised glassware for you to fill and enjoy as you choose.

To help customers visualise our engraved glassware, many product photos include additional items such as wine or whisky bottles, books, or other props. These items are not for sale and are used purely for styling and context. All listings and purcgases refer only to the engraved glassware as described.

Our satin-lined presentation boxes are designed as gift upgrades for our own engraved glassware and are not sold as standalone items. As noted on the product page, any orders placed without a matching glassware purchase may be cancelled and refunded.

Please note: Where refunds are issued for such orders, we reserve the right to deduct any non-refundable payment processing fees (usually 20p flat fee + 2–3% of the order total), as these are retained by our payment provider and not returned to us.

We want you to be completely happy with your order.
If you are not satisfied with your non-personalised item, you may request a return within 7 days of receipt.

To be eligible for a return, items must:

* Be unused, in their original condition and packaging.
* Include all original labels and proof of purchase.
Buyers are responsible for return postage costs.
If items are not returned in their original condition, a deduction may be made for any loss in value.
Please note:
* Personalised and bespoke items are not eligible for return or exchange unless damaged or incorrect based on the final approved design.
* Gift vouchers are non-refundable.
* Sale items purchased online are subject to the same returns policy as full-priced items.
* We do not offer exchanges — if you need a different item, please place a new order.

Use in Commercial Environments

Our glassware is carefully crafted for home and personal use.

Products are not tested or certified for commercial environments (such as bars, restaurants, or hotels).

Using our glassware in a commercial setting will void the returns policy, as these items have not undergone the rigorous testing required for commercial certification.

Faulty Items

If you believe your item is faulty, please contact us within 48 hours of delivery.

Items described as faulty after extended use cannot be considered for refund or replacement.

Because each bespoke, made-to-order and personalised piece is engraved individually by hand, we’re unable to accept returns or offer refunds on these items unless they arrive damaged or faulty.

It may help to note the distinction between a faulty item and an approved error. Faults relate to damage or defects in the glass or engraving itself. Approved errors are details that appeared in the artwork proof exactly as confirmed by the customer before production.

All custom designs are prepared with care, and where applicable we provide a digital artwork proof for approval before engraving begins. Please check your proof carefully, as engraving is completed directly from the approved layout.

Please also note that small air bubbles, light tooling marks and minor variations in the glass are natural characteristics of the manufacturing process. These are not considered faults and do not affect the quality or longevity of the piece.

If there’s anything you’re unsure about once your order arrives, please contact us within 48 hours of delivery and we’ll be happy to review and assist.

Items purchased through our Outlet Shop, sample sales, warehouse events, or in-person displays are sold as seen and are not eligible for return, refund, exchange, repair, or credit note.
Outlet, seconds, and display items are offered at a reduced price because they may carry minor imperfections.
By purchasing these items, you acknowledge and accept any visible flaws at the time of purchase.
Please note:
* Our standard returns policy does not apply to outlet, seconds, or display sales.
* Personalised and bespoke items remain non-returnable, as they are crafted to order.
If you have any questions about an item before purchasing, we’re always happy to help — just get in touch.