Contact + FAQ
Thank you for supporting small, independent artists! Kiku Handmade has been in the business of fusing glass since 2004. All items are handcrafted by Laurie Freivogel in her tiny basement studio, as such please allow for minor differences from the web images.
In stock goods typically ship within 3 business days of placing your order, custom and made-to-order goods add an additional 2-4 weeks to make and ship. If you need something shipped express or overnight, please contact us to make sure we can accommodate you. Our studio is in Oak Park, Illinois, just six blocks outside of Chicago city limits and is open for local pick ups by appointment only. Please contact us to schedule.
Please let us know within a few minutes of placing the order if you need signature confirmation (it's about $2.50, we can send you an invoice). We ship most small goods via USPS, you may choose First Class for orders under 1lb, or Priority Mail for everything else. Platters typically go out UPS or FedEx (whichever is cheapest). Everything but First Class mail will be insured, our carriers insure up to the point of them scanning an item as delivered. If an item goes missing after delivery (off your front porch or from your hallway, for instance) USPS/UPS/FedEx will not pay for replacement, and we will be unable to offer a free replacement. If there is breakage en route to you, we will replace it at our cost immediately. PLEASE TAKE PICTURES AND EMAIL THEM to firstname.lastname@example.org, and please save the box - we can't replace anything without this. We'll email you a prepaid label to send the defective item back.
If you're not happy with your purchase, please email me within one week of receiving your order with your return or exchange preference. In the case of a return, once I receive the product back, I will refund the original purchase price minus shipping and a 10% restock fee. I cannot take returns on holiday, custom, Greetings from Your City or Judaica pieces.
In the case of an exchange, please send back the original item with your request for the replacement item, and your email address + shipping address. I will email you an invoice for any difference in price and the shipping cost to get the replacement back to you.
When shipping goods back to Kiku, please ship in either original packaging, or packed securely (bubble around product, at least 3-5" of packing peanuts and box - never a bubble envelope). Any breakage en route to me will be the shippers responsibility. I need to receive the item back in my hands within a week after the return is processed on my side, in new and unused condition. During the holidays, if you've ordered between Thanksgiving and Christmas and you need to return/exhcnage, please email me before New Year's Eve, and mail back to me so I receive it no later than a week after the return is processed (so all December holiday gifts must be back in my hands by the end of the first week in January). All returns/exchanges must be initiated by the original purchaser.
I am usually in my studio M-F (and many weekends), but am out of the studio:
-for 3 weeks in December, starting around 12/22;
-in early February for NY Now;
-often for a week in June for vacation;
-in mid-August for NY Now.
Orders placed during this time will ship as soon as I return.
Have a question or comment? Please let me know - I'll get back to you as soon as I can!