Delivery Terms

These terms and conditions of delivery apply to all orders placed via the P-Glassware online shop. P-Glassware is the commercial and online trading name of Pfleiderer-Glass-Works BV. For the purposes of these terms and conditions of delivery, ‘P-Glassware’, ‘we’, ‘us’ or ‘our’ shall mean: Pfleiderer-Glass-Works BV trading as P-Glassware Schaluinstraat 26 3128 Tremelo Belgium Company registration number / VAT number: BE 0829.639.218 Email: info@pglassware.com Telephone: +32 (0)478 55 56 06 These terms and conditions of delivery form part of P-Glassware’s General Terms and Conditions of Sale.

P-Glassware delivers products to the countries listed as delivery destinations in the online shop at the time of ordering. The available countries and delivery options are displayed during the ordering process. P-Glassware reserves the right to exclude certain products or orders from delivery to specific destinations where this is necessary for logistical, legal or practical reasons. If a particular destination is not available, this will be indicated during the ordering process.

The available delivery methods are displayed during the ordering process. Depending on the destination and the nature of the order, P-Glassware may offer the following options, amongst others: • home delivery; • delivery to a delivery address chosen by the customer; • delivery to a collection point; • delivery via a parcel locker; • collection, where P-Glassware offers this option. Not every delivery method is available for every order, destination or product. The available delivery options and the associated costs will be communicated to the customer before the order is finalised.

The applicable postage and delivery charges will be clearly communicated to the customer before the order is finally placed. Postage charges may depend on, amongst other things: • the country of destination; • the delivery address; • the chosen delivery method; • the weight or volume of the order; • the size of the order; • any temporary promotions. Any additional costs that can reasonably be determined in advance will be communicated to the customer before the order is placed.

An order is processed once: 1. the order has been placed correctly via the online shop; 2. the customer has received an order confirmation; 3. the payment, where applicable, has been successfully received or authorised. P-Glassware makes reasonable efforts to process orders as quickly as possible. Processing times may depend on: • the availability of the products; • the time at which the order was placed; • weekends and public holidays; • the chosen payment method; • the chosen delivery method; • periods of exceptionally high demand. Where a specific processing time is stated for a product, that time applies to the product in question.

P-Glassware will, where possible, state an indicative delivery time during the ordering process. Where a specific delivery time has been agreed with the customer, that time shall apply. If no other timeframe has been agreed, the goods will be delivered within the statutory timeframe at the latest. For consumers, unless a different timeframe has been agreed or a statutory exception applies, the goods must be delivered within 30 days of the conclusion of the contract at the latest. P-Glassware will make reasonable efforts to deliver the order within the specified timeframe. An expected delivery date provided by the carrier is an indication only and may be subject to change in exceptional circumstances.

P-Glassware does everything reasonably possible to deliver orders on time. A delay may arise, for example, due to: • exceptional demand at the carrier; • strikes; • extreme weather conditions; • technical problems; • logistical problems; • an error or delay on the part of an external service provider; • unforeseen events beyond P-Glassware’s reasonable control. If an order cannot be delivered within the agreed timeframe, P-Glassware will inform the customer, where reasonably possible. The consumer’s statutory rights in the event of late delivery remain fully intact. Where the statutory conditions are met, the consumer may terminate the contract on the grounds of non-delivery.

The order will be delivered to the address or other delivery location specified by the customer during the ordering process. The customer is responsible for entering the delivery details correctly. P-Glassware is not responsible for any delays or additional costs arising solely from an incorrect, incomplete or inaccurate delivery address provided by the customer. If an order has to be reshipped as a result, additional delivery charges may be charged to the customer, to the extent permitted by law and after the customer has been informed of this.

If the customer is not present at the time of delivery, the carrier may: • attempt to deliver the order again; • take the order to a collection point; • place the order in a parcel locker; • make the order available in another manner arranged by the carrier. The specific procedure may vary depending on the chosen carrier and delivery method. If the customer fails to collect a parcel in good time and the parcel is consequently returned to P-Glassware, P-Glassware may contact the customer to arrange a new delivery. If the return is due to an error or negligence on the part of the customer, P-Glassware may charge reasonable costs for a new dispatch, to the extent permitted by law.

If the chosen delivery method supports tracking, the customer will receive a track & trace code or similar information as soon as it becomes available. This allows the customer to track the status of the consignment. The carrier’s information regarding the status and expected delivery is indicative. A delay arising solely within the carrier’s network does not release P-Glassware from its legal obligations towards the consumer.

P-Glassware remains responsible for the correct delivery of the order in accordance with the applicable legal provisions. In the case of a standard consumer delivery, the risk of loss or damage to the goods generally passes to the consumer when the consumer, or a third party designated by the consumer who is not the carrier, physically takes delivery of the goods. Where the consumer chooses a carrier themselves that was not offered by P-Glassware, the statutory rules regarding the transfer of risk may provide otherwise. P-Glassware cannot contractually exclude its statutory liability for the delivery.

As P-Glassware mainly sells glassware, orders are packed with the utmost care. However, damage in transit can never be completely ruled out. If a product is delivered damaged or broken, we ask the customer to report this to P-Glassware within 10 calendar days of receipt, in accordance with the Warranty and Damage Terms and Conditions. The customer is asked to take clear photographs of: • the outside of the parcel; • any damage to the box; • the inner packaging; • the protective material; • the damaged product. The customer is asked to retain the damaged product and the packaging until P-Glassware has been able to assess the report. Reports of transport damage are handled in accordance with P-Glassware’s Warranty and Damage Conditions.

If a glass or other glass product breaks during transport, the customer must report this as soon as possible and no later than within the 10-calendar-day period specified above. P-Glassware will assess the report. If the assessment shows that the product was damaged on delivery, P-Glassware will offer an appropriate solution in accordance with the applicable legal provisions. Depending on the circumstances, this may, for example, consist of: • replacement of the damaged product; • replacement of the entire product or set where necessary; • a refund; • another legally appropriate solution. The final solution will be determined taking into account the circumstances of the damage and the consumer’s applicable legal rights.

In accordance with statutory provisions, the risk of loss or damage passes to the consumer as soon as they have physically taken possession of the product, subject to any statutory exceptions. P-Glassware is therefore not liable for any damage caused by the customer or a third party after receipt. This includes, amongst other things, damage caused by a product: • being dropped; • being knocked over; • colliding with a hard object; • falling whilst being washed or dried; • being stored incorrectly; • being used incorrectly; • being damaged in an accident; • is damaged by a third party or a pet. The specific provisions in this regard are set out in P-Glassware’s Warranty and Damage Terms and Conditions.

If the customer receives the wrong product or finds that a product is missing from the order, this must be reported to P-Glassware within 10 calendar days of receipt. The customer must provide the order number and, if possible, photographs of the products received and the packaging. P-Glassware will check the order and, where the error is attributable to P-Glassware, offer an appropriate solution. The customer is not required to pay for a product that was not ordered. If the wrong product has been delivered, P-Glassware will discuss the next steps with the customer.

Where an order consists of several products, P-Glassware may, in exceptional circumstances, deliver the order in instalments. Where this is done at no additional cost to the customer, the customer will be informed accordingly. If part of the order is not yet available, P-Glassware will, where reasonably possible, indicate when the missing part will be delivered. If the order is not delivered in full within the agreed or statutory time limit, the consumer’s statutory rights remain applicable.

If, after an order has been placed, a product unexpectedly turns out to be unavailable, P-Glassware will inform the customer as soon as possible. Depending on the circumstances, P-Glassware may: • suggest an alternative; • wait for new stock if the customer agrees; • cancel the unavailable product; • refund the amount paid for it. If P-Glassware is unable to deliver the order or part of it, the consumer’s statutory rights will be respected.

Where P-Glassware offers personalised, engraved or bespoke products, a specific processing time may apply. This timeframe will be communicated before the order is placed. Furthermore, specific provisions regarding cancellation, returns and withdrawal may apply to such products where the law provides for an exception. The specific terms and conditions are set out alongside the relevant product and/or during the ordering process.

When P-Glassware offers a collection service, the customer is informed during the ordering process about: • the collection point; • the available days and times; • the period within which the order must be collected; • any identification or order details the customer must provide. The customer will receive a confirmation when the order is ready for collection. Upon collection, the order will be handed over to the customer or to a person designated by the customer in accordance with the applicable terms and conditions.

P-Glassware advises customers to check their order carefully upon receipt. In the case of glassware in particular, it is important to check that: • all products are present; • the products correspond to the order; • there are no visible breaks or cracks; • there is no other visible damage. Visible damage, breakages, incorrect deliveries or missing products must be reported within 10 calendar days of receipt, in accordance with the Warranty and Damage Terms and Conditions. This reporting period does not affect the consumer’s statutory rights in respect of defects that can reasonably only be detected at a later date.

P-Glassware cannot be held liable for delays or failure to deliver where this is due to circumstances reasonably beyond its control, to the extent and for as long as permitted by law. These may include, amongst other things: • natural disasters; • extreme weather conditions; • war or serious civil unrest; • strikes; • pandemics or other serious health crises; • government measures; • prolonged technical faults; • serious problems affecting transport or logistics service providers; • fire; • other exceptional circumstances beyond P-Glassware’s reasonable control. In such circumstances, P-Glassware will make reasonable efforts to inform the customer and to fulfil the order at a later date. This provision does not affect consumers’ statutory rights.

When P-Glassware delivers to countries outside the European Union, additional costs or formalities may apply. Depending on the country of destination, the following may, for example, be charged: • import duties; • customs charges; • local taxes; • clearance fees Where such charges are not included in the price or delivery charges, the customer will be informed of this before placing the order, insofar as this can reasonably be determined in advance. The customer is responsible for any import formalities which, in accordance with the applicable regulations, must be completed by the recipient.

Where an order is placed by a business or other professional customer, different arrangements may be made regarding, amongst other things: • delivery times; • delivery address; • transport; • pallet delivery; • larger quantities; • delivery charges; • transfer of risk. Such arrangements will, where applicable, be confirmed in writing in advance. Different legal provisions may apply to business customers than to consumers.

Complaints regarding delivery can be reported via: info@pglassware.com Please always quote the order number. In the event of complaints regarding damage or breakage, photographs of the parcel, the packaging and the product are required. P-Glassware endeavours to deal with reports as quickly as possible and to work with the customer to find a suitable solution. Should any provision conflict with a mandatory statutory provision, the statutory provision shall take precedence. No provision of these terms and conditions of delivery is intended to limit the statutory rights of consumers. Contact details P-Glassware an online shop operated by Pfleiderer-Glass-Works BV Schaluinstraat 26 3128 Tremelo Belgium Company registration number / VAT number: BE 0829.639.218 Email: info@pglassware.com Telephone: +32 (0)478 55 56 06