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Frequently Asked Questions

Why Do I get Security Warnings when beginning a purchase from Graceful Glass? 

The Graceful Glass website was built using Zen Cart software that included a free Secure Socket Layer (SSL) Certificate that enables encryption of secure information. This is really only limited to the buyers’ Name and Address portion, since all financial transactions are handled offline or through PayPal (see below). Unfortunately, because the certificate is free, its manufacturers had not paid Microsoft to include it in all the Internet Explorer browsers. Because it is not installed with the browser, a warning comes up when the certificate is called. With the (now older) Internet Explorer 6 (IE6), the warning is a small popup window asking whether you wish to continue, but in IE7, the later version, the warnings appear dire, with blanking of the whole window, colour changes on the address bar etc. This is really because of the pressure Microsoft have been under to make their software appear more secure, and does not show an increase in risk.

Graceful Glass’s web-hosting is very professional and secure, and in any case, only the name and address portion is handled by Graceful Glass (so we know where to send the goods). However, efforts are being made to acquire a new certificate that is already present in the Microsoft Browsers and so prevent these errors from appearing. The site has actually passed all of the security and compatibility tests (see the logos on the bottom), but sorting out the certificate will make transactions more pleasant.

How Secure are financial transactions with Graceful Glass?

The short answer is VERY! Graceful Glass does not handle any financial information at all. If you pay via PayPal, or with a Credit Card, the entire transaction and all the sensitive details bypass Graceful Glass entirely, and are managed only by PayPal, which is a huge online transaction company with an excellent security reputation. Once PayPal have processed the transaction, Graceful Glass is notified via its Paypal account that an amount has been received and this is all that is seen. The goods are then despatched. In this way, a Graceful Glass transaction is as secure as any other Paypal payment made by millions of people around the world, and Graceful Glass can have absolutely no knowledge of your financial details.

In a similar vein, if you pay via Cheque or Postal Order, these are paid in and cleared at the bank or Post Office and this manual process is no different or less secure than any other financial transaction that you might conduct from your bank. Once again, the clearing or processing is not done by Graceful Glass, but only by the bank or PO.

Whose “Padlock” appears when I transact with Graceful Glass?

From the “Security Warnings” question above, you can see that during the initial Name and Address portion, a warning would come up because the certificate was not pre-installed with Microsoft’s browsers. This can be ignored, or the certificate can actually be downloaded and installed. This is an easy ‘click’ process with IE6, but in IE7, the process was made more difficult and if you tried a simple installation (as Microsoft offer in their menu), the certificate goes into the wrong area in your browser. This doesn’t help since the warnings still appear. To install the certificate and thus get the golden padlock to appear in your browser, you would actually have to log on to the CaCert website and select the free installation from them. This performs a perfect installation into the right part of your browser and then the Padlock will appear. However, Graceful Glass never expected customers to routinely do this, and another certificate solution is currently being implemented.

That’s all just for the first, ‘Name and Address’ bit. Thereafter, for all the information that really does need to be kept secure, your Padlock refers to PayPal and their security certificate. You can click on and view the relevant information, but (as above), this is all PayPal’s security system and so the Padlock you see is unrelated to Graceful Glass. (For those that are interested in such things, PayPal use a VeriSign Class 3 Extended Validation SSL SGC CA to ensure the identity of the remote computer).

What Happens if my Goods Arrive Broken from Graceful Glass?

Thankfully, this does not happen very often – indeed only twice during the shipping of hundreds of items (so far!). Every effort is made to ensure strong and secure packaging, but there is inevitably a balance between postage costs (which we are trying to keep down), and the amount of packaging used.

If an item does arrive damaged or broken (always possible with glass if treated badly enough!), simply return the item, in the same packaging, to Graceful Glass. The item will then be repaired, or replaced if too badly damaged, at no cost to yourself, and sent to you again. As for non-arrival (above), claims against the Royal Mail are not the customer’s problem, but are handled by Graceful Glass. These seem to take a long time and require a surprising amount of denials and form filling! However, you will always get unbroken goods, and this does not await settlement with the Mail.

How do I send the Goods I bought to an Address other than my own?

This process is usually used to send a gift to someone other than the person paying for the items. Once you have chosen the goods, seen your “Shopping Cart Contents”, you then “Go To Checkout”. The next screen is “Step 1 of 3 – Delivery Information”. On the left, you will see your name and address, since the default is always to ship to the person paying. In the middle, next to this address is a white “change your address” button, next to which is stated “Your order will be shipped to the address at the left or you may change the shipping address by clicking the Change Address button”. Selecting this button takes you to a new “Change the Shipping Address” page. Here you fill in all the details of the new recipient, making sure that all fields marked with a red asterisk (*) are completed. When you have finished, press “Continue Checkout” and the “Step 1 of 3 – Delivery Information” screen now reappears, showing the new delivery address. The rest of the transaction is competed in the usual way.

I don’t have a PayPal Account, how do I pay by Credit Card?

This is actually the most common method of payment. Having completed the email/login, Billing Address and (if different) the Shipping Address portions, you are taken to “Step 2 of 3 – Payment Information. At the bottom are 4 methods of payment and you select one of them. The default is “Credit Cards/Paypal IPN” and you select this for credit cards as well as PayPal accounts. You will notice that you cannot continue beyond this page to complete your transaction until you tick the box marked “I have read and agreed to the terms and conditions bound to this order”. If you try and proceed without ticking this box, the same screen is displayed and a red warning stating “Please confirm the terms and conditions bound to this order by ticking the box below”. Having done this, “Step 3 of 3 – Order Confirmation” appears, showing all the information you have put in. After pressing “Confirm the Order”, you are now taken to PayPal for all the secure financial bits such as the details of your credit card, and you will see PayPal’s Padlock security symbol appear in your browser.

The PayPal screen can give the impression that it’s just for people who already have PayPal accounts, but further down on the left, all the credit card logos are visible and you “Continue” by the statement: “Don’t have a PayPal account?  This takes you to PayPal’s “Pay with Credit Card” screen and you complete the transaction just as you would any other purchase with your card on the net.

Do I have to Type in my Address every time I order from Graceful Glass?

No. Like nearly every “on-line shop” these days, while Graceful Glass do not handle or retain any financial information, your name and address are kept for future transactions. During the first transaction, you will have given an email address and you will have received an email containing a random, computer-generated password. You can use just these two items when you next log in and buy something. The Graceful Glass Server will retrieve your Billing Address and last Shipping Address from the previous transaction, and you can just confirm that all this is still correct, before proceeding to Checkout. You can of course change these addresses if there is an error, if you have moved or if you desire a different recipient (See: How do I send the Goods I bought to an Address other than my own).

Where Do I Hang the Sun-catcher I received from Graceful Glass?

You probably have a favourite or chosen place where you want to put your sun-catcher, but a couple of guidelines are worth mentioning. Unless the ornament is made out of opaque glass, allowing light to pass through it is very important. You will not get full benefit from the colours or patterns in the glass unless it is hung in a bright place. If you put the object on a wall, even outside, it can appear a little dull or drab. So a sun-catcher, as the name implies should receive direct light through it for best effect. The object is usually hung in a bright place like in a window, and can be inside or outdoors. It is not susceptible to rain and wind and other than cleaning it, its colours will never fade.

Where Do I Put Objects from Graceful Glass that are mounted on Sticks?

Some of the ornaments, such as the Tulips, are mounted on metal ‘sticks’ about a foot long. The metal is steel painted in Hammerite™ which is a special paint and one of the best possible coatings for such an application. These ornaments are intended to be put in any soil container, a pot plant, a window box, or indeed anywhere in the ground. Try and place the object where it will get direct light or direct sunlight through it, for best effect. The metal ‘stick’ is obviously susceptible to wet soil and thus can show signs of rust after a long period of time. This is inevitable, but can be remedied by simply removing and drying the ornament, and then repainting the stick when necessary although this is a very infrequent requirement.

How Do I Hang the Sun-catcher I received from Graceful Glass?

There are several ways of doing this, depending on the exact environment. Each sun-catcher is supplied with a small loop of nylon fishing line with a 2-5 Kg breaking strain. This enables the ornament to be hung on a hook in front of a window. The hook can be a small metal hook, an eyelet or a nail, but drawing pins are too feeble and not recommended. Whatever the hook, make sure it’s well attached before hanging your sun-catcher! The hook can be in the window frame, or in the wood or brickwork above the window, as you see fit. If you have a house with modern double glazing (UPVC), you can use a very small self-tapping screw in such a frame although you should stay away from the evacuated portions closest to the glass.

You can obtain “Sky Hooks” or Suction Hooks for about 20p each. These are clear, soft plastic suckers about an inch across with a hook in the middle, designed for ornaments, cups or ever flannels etc. in the bathroom. However, these items have been known to slowly lose suction over a period of time, suddenly failing and dropping your sun-catcher on the floor, so be careful with such hooks!

What can I do if my Sun-Catcher Breaks?

If you drop or otherwise damage your sun-catcher, it can be repaired. The glass and solder do not “wear-out” or decay with time and the ornament should be around as long as you are! Simply contact sales@gracefulglass.co.uk, and describe the problem. Then the item can be shipped to Graceful Glass and repaired. Small breaks can be easy to repair, but several breaks, especially in the middle of an ornament, can require reconstruction of the entire object. However, even major repairs of this nature should cost less than the purchase of a new item. One issue to bear in mind is that with patterned (rather than monochrome) glass, it is almost impossible to precisely and exactly replicate the portion of pattern required, even if exactly the same make and model of glass is used. This is because all patterned glass is essentially unique. Thus, subtle variations in the finished product may be discernable although every effort is made to get the repair to look as close to the original article as possible.

Can Graceful Glass perform repairs on other ornaments?

Yes and No! It would be rash and untrue to simply say that everything can be repaired, but Graceful Glass can certainly perform successful repairs and has done so in the past. Typical examples include Sun-catchers, jewellery or trinket boxes, Tiffany lampshades and similar items. Once again, contact sales@gracefulglass.co.uk, and describe the problem, perhaps including a digital photograph with the email. If repairs are possible, the item can then be shipped and fixed for you. Once again, and this is especially true with certain shades of very old glass, it can be almost impossible to precisely and exactly replicate the portion of glass required, but every effort is made to make the repaired object “as good as new”.

Why Can’t I See my Review or Link when I have submitted it?

Perhaps this is more “Infrequently Asked”! Once a Link to another site or a Review of a product is submitted, it goes into a “Pending” area on the Graceful Glass Server. Content and format are then checked, and especially with links, categorisation, locating appropriate images and checking URLs are all required before the item is finally added and the Graceful Glass website updated with the new material. This work is admittedly “background” and is not always performed on a regular or priority basis, but rest assured, every relevant review or link will be included after being processed. Regarding the links, an analogous process is also conducted from time to time to ensure that the links are still correct and operate as expected, although this is also not an urgent or frequent activity.

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