Terms and conditions

Since every product is handmade on request, lead time is usually 30 business days.

Returns and refunds

Our mission is to guarantee your satisfaction.

All the purchased products can be returned within 5 days from the date of the delivery in order to have a full refund (both cash or credit refunds available).

Shipping and handling charges are not refundable. Customer will be also responsible for any import tax back to Italy.

Full refund will be applied only to unopened merchandise

Customer must enclose the proof of purchase and the returned goods must be in resale status, in the original package. For further safety customer should put the original box inside a new one and use an insured shipping service.

Customer must always contact us before shipping back anything, otherwise the return might be not accepted and the merchandise lost.

Since we are not responsible for lost returns, we suggest the use of a full insured delivery service, such as FedEx or UPS.

We do not refund for incorrect or mistaken orders. (for example "I ordered red but then I changed my mind and I want it blue"). Order cancellation are 10% of the amount paid.

Due to traditional handcrafting, colors of the pictures may slightly differ from the real ones.

 

Ordering problems

For any problems at ordering, damaged, mistaken or missing articles, please get in touch with our support staff at:

Email: info@murano-glass-chandeliers.com

Tel: +39 338 153 7427

Office Hours:

9am to 8pm, Monday to Saturday CET

 

Taxes and customs fees

All goods delivered within most of the EU countries are be vatable both on the product and the shipping costs.

All orders outside EU are not taxable.

The current VAT rate for EU is 21%.

Custom fees, import duties or any associated penalties are of the sole responsibility of the buyer.

 

Duties of the customer

Customer must always sign for the delivery as "goods received unchecked".

The customer must check the integrity of the goods and report any damage within the first two days from the delivery date.
In fact, the insurance pays only within the first 3 days (otherwise might assume that the damage has occurred lately).
The customer is also required to document the external signs of damage on the box which prove the damage was caused by the shipping company.


And if something is broken?

We do always place utmost care in our chandeliers, and pack them in the best possible way, but when the chandelier is shipped, the delivery becomes a responsibility of the carrier.

 

Since we cannot guarantee for what happens when the package is in the hands of FedEx we do always cover every delivery by a full insurance.

 

If something arrives broken, you just have to email us the photos of the broken pieces and we will send you the replacement parts as soon as possible at no additional costs.

 

If you have a personal forwarding agent here in Italy, we can arrange the delivery with him.

 

US customers read here

According to the "Harmonized Tariff Schedule of the United States (2010) Rev.1"  custom fees are 4.5% of the total amount.

For your consideration, you can personally consult the table at the following URL of the US Department of Homeland Security website:
http://www.cbp.gov/xp/cgov/trade/trade_programs/duty_rates/

The heading for our Murano lamps is "9405.91.60".


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