Customer services

Which payment methods do you accept?

There are a number of ways to pay. Choose from PayPal or ApplePay or use a Visa, Mastercard or Maestro payment card.

Which countries do you deliver to?

We currently deliver to the United Kingdom and across the majority of the United States. View more information on our delivery page.

My payment isn’t being accepted? What should I do?

If you experience a payment error at checkout, please verify that your billing address has been entered correctly. If your billing address is correct but the payment still fails to complete, we would recommend using an alternative card or payment method.

Can I order by phone?

All orders need to be completed via our website. Should you have any questions or need help placing your order, please contact us.

I haven't received my order confirmation email. What should I do?

Your order confirmation email may be within your junk folder. If it is not in your inbox or junk folder, please contact us.

How can I order a product that is currently out of stock?

It is not currently possible to order a product that is out of stock. However, you can usually sign up to be alerted when the item comes back into stock. Visit the individual product page to see if this option is available.

I need help with an order. Who can I contact?

Please email us at info@lsa-international.com or call us on +44 (0) 1932 789721 with questions or for help with an order.

How can I change or cancel an order?

To request a cancellation or amendment please contact us. Amendments need to be made before the order is dispatched, which is often within 30-minutes of placing your order. If your order has been dispatched, you can still return your order following our returns process.

When will I be charged for my order?

Your payment will be processed immediately, and taken within 5 days of placing your order, depending on which payment method you use.

How long will my delivery take and what does it cost?

View the full list of delivery countries, timescales and fees on our delivery page.

Where do you deliver?

We currently deliver within the United Kingdom and across the majority of the United States. View more information on our delivery page.

Will my order require a signature on delivery?

Your dispatch confirmation email will include a tracking link which you can use to track delivery. On clicking this link, DPD will typically offer you the option of diverting your package to a neighbour or a local shop, specifying a safe place or delaying the delivery by a short period of time.

To ensure the safe delivery of your order, DPD will request a signature on delivery from someone at the address or if this was not possible, from a neighbour who had confirmed that were happy to sign for it and keep it securely for you to pick up from them. In this instance, the driver will have left a card giving you the details of the neighbour they have delivered your parcel to.

I have missed my delivery. What can I do?

DPD will have left a note, confirming where your parcel is and/or when they will redeliver. If you need help following this, please email info@lsa-international.com.

Can I include a gift note with my package?

This is not a service we offer at the current time, but please note that our delivery paperwork does not include pricing so is suitable for packages which are delivered directly as a gift. All of our products are boxed within high-quality, custom designed packaging.My order is a gift.

Will the payment amount be shown anywhere?

We do not include any payment or pricing information with dispatched orders. Pricing information is only viewable in the order confirmation email, or via your online customer account if you have set one up.

Can I redirect my parcel to a different address?

To request cancellations or amendments please contact us. Amendments to the delivery address need to be made before the order is dispatched, which is often within 30-minutes of placing your order.Y

our dispatch confirmation email will include a tracking link which you can use to track and update your delivery. On clicking this link, DPD will typically offer you the option of diverting your package to a neighbour or a local shop, specifying a safe place or delaying the delivery by a short period of time.

How do I track my order?

Your dispatch email will contain a tracking link. Click on the link to track your order. If you provided your mobile number when completing your purchase, you will also receive SMS notifications updating you on the progress of your order.

Can I redirect my order once it has been dispatched?

Your dispatch confirmation email will include a tracking link which you can use to track delivery. On clicking this link, DPD will typically offer you the option of diverting your package to a neighbour or a local shop, specifying a safe place or delaying the delivery by a short period of time.

My order hasn't arrived. What should I do?

Your dispatch email will contain a tracking link. Click on the link to track your order. If you need help following this, please email info@lsa-international.com.

How do I return something to you?

To return an item, please follow our returns process, here.

How quickly will I receive my refund?

Refunds will be received within 5-days of us confirming receipt of the return. The precise duration depends on the payment method used to place your order.How should I package my item when making a return?Please package items securely to ensure they return undamaged and in undamaged packaging. Please follow our returns process outlined here.

Can I replace a single item in a set?

Unfortunately, we are unable to replace individual items from a set. However, in the event that an item has arrived damaged, or if you believe there is a product defect, please contact us at info@lsa-international.com.

An item is damaged or incorrect. What should I do?

If an item is damaged or incorrect, please contact our team at info@lsa-international.comwho will look into this for you.

Can I exchange an item?

Unfortunately we do not offer product exchanges. If you would like to return an item you have purchased, please follow our returns process here.

After receiving your returned item, we will issue a full refund. You can then place a new order on the website.

How do I create an account?

To create an account, which will make placing and tracking orders easier, please click on the My Account icon at the top of our website and follow the instructions given.

What benefits does My Account give me?

Creating an account makes it easier to place and track your orders. If you also subscribe to receive our newsletter you will receive exclusive emails launching new products and offers.

How do I change my contact details?

To change your contact details, log into My Account. You can edit your contact details within your account.

I've forgotten my password

To reset your password, click on the My Account icon, enter your email address and click on the 'reset password' link. You will then be sent a link to update your password. 

I'm having trouble signing into my account

If unable to sign into your account, try resetting your password. To reset your password click on the My Account icon, enter your email address and click on the 'reset password' link. You will then be sent a link to update your password which you can use to access your account. If that doesn't work, contact us at info@lsa-international.com for assistance.

Do I need to create an account to place an order?

You don't need an account to place an order. When you place your order, simply select the 'Checkout as a guest' option.

Where can I find care instructions for my item?

The product page for each item contains details on how to best care for that item, along with information on the materials from which it is made and how it is produced.

How do I know if an item has been handmade?

The product page for each item contains details on how it is made. It is here that the techniques used to make each handmade item are highlighted.

Where can I learn more about how LSA products are made?

To learn more about how our products are made, take a look at our craft overview or individual product pages which describe how each product is made.

Where are your products made?

The vast majority of our products are made in Poland where we have been making products for over 50 years. Every item is made in Eastern Europe by specialists who are exceptionally skilled in their field.

Where can I find out more about your design process?

To learn more about our design process, take a look at our design page.

What type of glass do you use?

Our handmade glass items are made of soda-lime glass. Glass produced using modern machinery is crystalline glass. Both are lead-free.

Do you use recycled glass?

Glass in our Canopy and Mia collections is 100% recycled.

Is your wood from sustainable sources?

Our wood is responsibly-sourced and certified by the Forest Stewardship Council - an international non-profit organisation which verifies forests to ensure they meet the highest environmental and social standards.

Is your packaging recyclable?

All of our product packaging is recyclable.

I have a question. How do I get in touch?

The best way to contact us is by email at info@lsa-international.com. Alternatively, please call us on +44 (0) 1932 789721 with questions or help placing with an order.

What are your opening times?

Our office and design studio is open from 9-5pm Monday to Friday.

I am interested in setting up a trade account. How do I get in touch?

To discuss becoming an LSA stockist, specifier or to set up a trade account please contact sales@lsa-international.com.

I am interested in becoming a partner. How do I get in touch?

For commercial partnerships, please contact sales@lsa-international.com. For marketing partnerships, please contact marketing@lsa-international.com.

I am a journalist looking to feature LSA. How do I get in touch?

For PR enquiries, please contact Pure PR at pure@purepr.com or +44 (0) 20 7580 0444.

How do I apply for a job at LSA?

To apply to join one of our teams, please email your CV and a covering letter to apply@lsa-international.com.