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.
We accept returns only from the original customer who made the order. Only unused, unworn, undamaged products in resellable condition can be returned. 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. You must obtain RMA number prior to returning the products to us. See instructions on getting the RMA below. Please note that special and custom orders are not refundable.
Please inspect all items in your order within 3 business days of delivery and promptly notify us of any damages. We will not replace/refund damaged items reported later than 3 business days after the delivery date.
Please note: If you are returning item(s) from the order that totaled $49 or more, and your return brings the new total to less than $49, we will withhold $4.95 or the actual shipping cost on the original order, whichever is greater, from the refund amount.
How to make a return/exchange?
1. If you would like to return a product to us, please e-mail firstname.lastname@example.org or call us AT 888-983-6423 to obtain a Return Merchandise Authorization (RMA). Each RMA covers only the product(s) for which it was explicitly issued. RMAs are only valid for thirty (30) days from the time of original order delivery.
2. Once you receive the RMA, 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 or exchange. We are not responsible for products that are damaged due to wear, poor packaging, defaced packaging, or lost shipments.
3. Include RMA number on the outside of the package: It should be clearly displayed on the return-shipping label of the package. Returns without an RMA will not be processed.
4. Ship the package to us at the following address:
11 Harristown Rd.
Glen Rock, NJ 07452