The thrill of purchasing a custom-crafted art glass product is truly special. However, there can be times when your purchase doesn’t turn out as envisioned. Issues like shipping damage or the product varying from expectations may arise. We want you to know that we are fully committed to making things right if any problems emerge with your order.

At our Murano-style glass factory, we take tremendous pride in the quality of our craftsmanship and customer service. Our goal with every piece is to exceed your expectations and deliver a product that delights.

Common Purchase Issues to be Aware of

Here are some of the most common purchase issues that customers can experience with art glass products:

• Shipping Damage – Despite meticulous packaging on our end, glass is fragile and can crack, chip or break in transit.
• Color Variation – The colors may differ slightly from the product photos online due to differences in lighting, camera quality, and computer monitor settings.
• Size Differences – There can be small variations in sizing from the dimensions listed in the product specifications. With handmade pieces, perfect uniformity is difficult to achieve.
• Appearance Issues – The product received may vary slightly in shape or design aspects compared to the product photos online. Each piece is hand-crafted, so some minor inconsistencies can occur.

We recognize that while small variations are typical of hand-blown glass pieces, any major quality issues or damages need to be addressed swiftly so that you are completely satisfied with your purchase.

Our Response Process When Issues Arise

If an issue arises with your order, here are the steps we take to make things right:

1. Listen Attentively – We start by listening closely to you to fully understand the specifics of your concern. Providing clear photos of any damage or discrepancies compared to the product listing can be very helpful. Details about when/how the issue was discovered are also useful.
2. Thoroughly Assess – We will examine the product carefully and compare it directly to the specifications listed for your order. For shipping-related damage, we review all packaging materials and any delivery documentation available.
3. Determine the Best Solution – Our goal is always to reach a solution that makes you delighted with your purchase. Depending on the situation, this may involve:

• Repairing or replacing the damaged/defective item
• Sending out a new replacement product
• Providing a partial refund
• Offering a full refund
• Custom-making a new piece to your specifications

1. Swiftly Implement the Agreed Upon Solution – Once we have aligned on an appropriate resolution to the issue, we will carry it out as swiftly as possible. Our aim is always minimum hassle and maximum delight for you.
2. Follow Up – Even after the solution is implemented, we want to be absolutely certain that you are 100% satisfied. So we will follow up to confirm that the issue has been fully resolved to your expectations. Our commitment is your complete happiness.

Please don’t ever hesitate to reach out if your order has any quality issues or damages. We stand behind the quality and artistry of every glass piece, and are always here to help make it right!

Helpful Tips to Prevent Purchase Issues

We aim to make your purchase experience totally seamless from selection to delivery. Here are some tips that can help prevent issues:

• For custom designs, provide extremely detailed specifications – size, shape, colors, patterns, etc. We’re happy to provide digital mockups as well to align on the visuals.
• Understand that there will inherently be slight variations in sizing and coloring with hand-blown glass pieces. Two artisans will likely not produce identical results.
• Request additional photos of the product before purchase to verify important details like colors and painted patterns. We’re happy to provide more images from various angles.
• For large custom projects, consider purchasing small samples first to verify quality and design elements like color tones and glass thickness.
• For specialized pieces or large orders, use professional shipping crates to allow for safe and secure transit of the glass products.

The key is clear communication and alignment. We aim to produce pieces that exceed even your highest expectations. Please ask any questions at all throughout the purchase process so that we can get every detail perfect!

Frequently Asked Questions About Resolving Issues

Here we’ve answered some of the most frequently asked questions about addressing any purchase issues:

• How quickly are issues typically resolved?
• Our goal is always to resolve any issues with your order as swiftly as humanly possible. For minor issues, we can often reach a solution within 2-3 business days. More complex resolutions that require customization, remakes, or international shipping may take 1-2 weeks depending on various factors.
• What documentation should I provide about the issue?
• Clear, detailed photos of any damage or discrepancies compared to the product listings are very helpful. For any shipping-related issues, include photos of the packaging the item arrived in and any delivery/transit documentation available. Details like the specific product SKU number and your original order number allow us to rapidly look up the specifics of your purchase.
• Who covers the costs of returns?
• We aim to fully make this right. So in situations where the issue or damage is clearly on our end, we cover return shipping costs. In cases where the return is simply due to a change of mind rather than a defect, we kindly request that return shipping costs are covered by the customer.
• Are refunds available?
• Our first goal is always to find a solution that makes you thrilled with your purchase, whether that involves repairs, replacements, or custom remakes. Depending on factors like the degree of customization, refunds of the full or partial amount may also be possible. We determine eligibility on a case-by-case basis.
• What is the warranty period?
• We provide a standard 30-day limited warranty from the delivery date on all purchases. For highly customized special order products, warranties are determined on an individual basis. Please reach out if any issues emerge – we’re always eager to assist!
• How should I handle my glass product to prevent damage?
• Here are some tips for proper care and handling:
  • Avoid exposing your glass product to drastic temperature swings, which can cause cracks and breakage.
  • Prevent hard shocks or drops. Handle gently.
  • Do not allow glass pieces to strike hard against each other. Use padding between items.
  • Keep away from abrasive materials that could potentially scratch the glass surface.
  • Use only soft, microfiber cloths when cleaning. No harsh chemicals.

Proper care keeps your glass creation sparkling for a lifetime. Please reach out if you ever need any assistance or advice!

Let Us Make It Right

We fully understand that imperfections and unmet expectations can happen with handmade glass products. What matters most to us is how a company responds when issues emerge. You have our ironclad 100% satisfaction guarantee. We will do whatever it takes to make sure you are thrilled with your art glass purchase.

Please reach out immediately if anything is amiss with your order – we are always here to help! Ensuring your complete happiness is our top priority. Our customers are like beloved family.

We won’t rest until you are satisfied. Let us know how we can make it right!