FAQ
Welcome to the puulaow Frequently Asked Questions center. We have compiled these questions based on common inquiries from our customer community to provide you with immediate clarity on our products, operations, and policies. If you cannot find the specific information you are looking for here, please do not hesitate to contact our customer support team at service@puulaow.com.
Product and Materials
Are puulaow glasses lead-free? Yes, absolutely. All glassware offered by puulaow is crafted from high-quality, lead-free crystal or borosilicate glass. Safety, clarity, and ecological responsibility are central to our brand, and we strictly require our manufacturing partners to adhere to standard food-grade material regulations.
Are puulaow glasses dishwasher safe? While some of our more robust glassware collections are labeled dishwasher safe, we highly recommend washing all fine glassware by hand. Handwashing with warm, mild soapy water and drying immediately with a lint-free cloth is the optimal method to prevent scratching, etching, and water spots, ensuring your puulaow glasses maintain their brilliant clarity over years of use.
Ordering and Payment
How do I check the status of my order? Once your order is processed and shipped, we will automatically send you an email confirmation containing a unique tracking number and link. You can use this tracking information on the shipping carrier's official website to monitor your package's progress. Please allow up to 48 hours after receiving the confirmation for tracking details to appear active.
What should I do if my glassware arrives broken? Glass is inherently fragile, and despite our extensive packaging precautions using specialised protective materials, damages during transit can occasionally occur. If you receive a damaged item, please contact us immediately at service@puulaow.com within 48 hours of delivery, providing your order number and clear photos of the broken glass and the condition of the exterior packaging. We will prioritize a replacement or full refund for any item broken during transit.
Shipping and Logistics
What are your shipping rates and policies? We offer clear and structured shipping options tailored to your needs. Shipping rates are calculated based on the total order subtotal: Expedited Shipping is available for a flat fee of $8.99 for all orders, ideal when you need your glassware sooner for a special occasion. Free Shipping is automatically applied to all orders with a subtotal of $49.00 and above, representing our best value. Standard Shipping applies to all orders under the $49.00 threshold, totaling between $0.00 and $48.99, at a cost of $5.99.
Where do you ship from and how long does it take? While we process orders quickly, shipping durations vary based on destination and selected service level. Specific processing times (usually 1-3 business days) and estimated delivery windows are presented during the checkout process before you finalise your purchase. Specific timeframes can be reviewed in our detailed Shipping Policy.
Returns and Refunds
Can I return my puulaow glassware? Yes, puulaow accepts returns. If you are not completely satisfied with your glassware purchase, we offer a 30-day return window from the date of delivery. Items must be returned unused, in pristine condition, and with all original packaging intact to be eligible for a refund. Please refer to our complete Return Policy for detailed terms, conditions, and non-returnable categories.
Where do I send my returns? To return an authorised item, you must send it to our designated German return facility. The correct address is: Oldesloer Straße 30, 23795, Germany. Please ensure you have received return authorisation from service@puulaow.com before shipping any items back, and review the full Return Policy regarding shipping costs and packaging requirements for fragile items.