What is your return/exchange policy?
SPECIAL HOLIDAY POLICY: All orders placed between November 15th and December 31st are eligible for returns/exchanges until February 1st of the following year.
We have a total customer satisfaction policy, which means that if you are not satisfied with the product you received from us for any reason, return it to us within 30 days of delivery for a full refund or exchange.
Please keep in mind that Murano Glass is a handcrafted artisan product that is created using only basic tools and centuries-old techniques in traditional glass-making workshops in Venice, Italy. This means that no two items can ever be the same and variations of colors, patterns, and sizes is a normal characteristic of this product. Colors, patterns, and designs that differ from the photos you see on the site do not constitute defects but mean that you are purchasing authentic artistic product shaped by the hands and fantasy of the master artisan in Venice. If you feel that there is something wrong with the product you received please let us know immediately so that we can properly assist you.
Only unused, unworn, undamaged products in resellable condition can be returned to us. Custom-made or made-to-order products, such as chandeliers and wall sconces, and products that had any customization done at customer`s request are not eligible for return. Anything that comes in sealed factory packaging, such as chains, must have the packaging intact and unopened. Shipping charges, including shipping insurance, and other services (such as gift wrapping) are not refundable. Gifts you received from someone else that were purchased on our website are returnable for store credit only.
IMPORTANT: If you receive products that are defective or damaged you must contact us within 3 business days of delivery to ensure replacement or refund. The normal return process does not apply to such cases. All our packages ship fully insured. In order to receive a replacement, please make sure to submit clear photos of the damaged product(s), of interior and exterior packaging, and to keep the package and the item for 30 days in case the carrier requires inspection.
How to make a return/exchange?
To make a return for items received within the last 30 days please login to your account at the top right of our website on your desktop or mobile device. Once on My Account page go to My Orders on the left, select the order from which you wish to return item(s), then click the Return Items button on that order, and follow the prompts to return the item(s). You can also get straight to the Orders page, from which you can make returns by going to https://www.glassofvenice.com/account_history.php and logging in.
When returning items, please make sure to carefully pack the product(s) in the original packaging; enclose everything originally received. Place the packaged product in a protective outer box. We must receive all original products in order to process your return. We are not responsible for products that are damaged due to wear, poor packaging, defaced packaging, or lost shipments.
When we will receive your return we will issue a refund for the purchase price of the item and tax (if any) back to your original payment method and will notify you by email when the return has been processed.
In order to make an exchange, please return the unwanted item subject to our return policy stated above and order the replacement item on the website. We do not offer free exchanges.