Returns
Returns: 60 days to change your mind
Not the right set after all? You have 60 days from delivery to send it back, for any reason. And if a die ever breaks, that is not a return. That is a warranty claim, and the CritStones lifetime warranty has no end date.
- 60-day return window
- Refund within 10 business days of arrival
- Broken dice: a warranty claim, not a return
How it works
Three steps, no riddles
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Tell us first
Email info@glassstaff.com with your order number and what you want to return. Once approved, we send you a return label and instructions, and the label is on us. Parcels sent back without asking first cannot be accepted.
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Pack it and ship it
Return the product in its original condition, packed securely, within 14 days of approval. Opened or used products can be returned too; if something comes back damaged or incomplete, the lost value may be deducted from the refund.
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Get your refund
Once your return arrives and is inspected, we confirm the outcome and refund your original payment method within 10 business days. Banks can take a few extra days to show it.
The window
60 days, in plain words
GlassStaff's 60-day return window starts the day your order is delivered, and no reason is required. For EU orders, the statutory minimum is a 14-day right of withdrawal; the 60 days are our own policy, because dice should be chosen at leisure.
- Any reason counts: wrong color, changed plans, or someone at your table bought the same set
- Opened and used products can be returned in original condition
- Exchanges work fastest as a return plus a fresh order for the set you actually want
- Custom dice and other personalized products are the one exception; they cannot be returned
Broken or wrong?
A broken die is not a return. It is a warranty claim.
Every CritStones die comes with our lifetime warranty: one free replacement per player, postage on us, whether you bought direct or from a game shop. And if your order arrives damaged, defective or simply wrong, tell us straight away and we make it right.
Questions
Returns FAQ
The return questions we hear most. For anything else about orders, dice or trade, the FAQ has the longer list.
How long do I have to return an order?
60 days from the day your order arrives, for any reason. Email us within that window and the return is in motion.
Do I need to contact you before returning?
Yes. Email info@glassstaff.com first; we approve the return and send you a label and instructions. Parcels that arrive unannounced cannot be accepted.
Can I return opened or used dice?
Yes, within the 60 days, as long as they go back in original condition. If a product comes back damaged or incomplete, the lost value may be deducted from the refund.
When do I get my money back?
Within 10 business days after we receive and inspect your return, refunded to your original payment method. If more than 15 business days pass after we have received your return, contact us and we will chase it.
My die broke. Do I return it?
No need. Broken dice fall under the CritStones lifetime warranty: one free replacement per player, postage on us, however long you have owned them. Read the promise or file a warranty claim.
I want a different set instead. How do exchanges work?
The fastest route is a return plus a new order: send the first set back, and order the one you want whenever you like. That way the new dice are on the road while the return travels.
Ready?
Start your return with one email
Order number, what you are returning, and a word on why (optional, but it helps us improve). We take it from there.
Prefer to copy the address? Write to info@glassstaff.com with your order number.