Frequently Asked Questions

Yes — our Murano glass specialists are available to guide you personally. Contact us at info@venetianmuranoglass.com and we will help you find the perfect authentic artwork for your space, collection, or gift. We are happy to share additional photos, dimensions, and expert advice.

Shipping rates vary by destination and are calculated at checkout. All orders are fully insured, professionally packaged, and tracked from our Venice workshop. For full details on delivery options, visit our Shipping & Delivery page.

International shipping rates are calculated at checkout based on your destination. All shipments are fully insured and tracked. Please note that import duties, taxes, and customs fees upon arrival are the sole responsibility of the recipient and are not included in our shipping charges.

Orders are processed and dispatched within 2–5 business days. After dispatch, estimated delivery is: Italy 3–7 days, Europe 5–10 days, North America 7–14 days, Rest of the World 10–21 business days. Times may vary due to customs clearance, destination country, and courier operations.

Once your order is dispatched from our Venice workshop, you will receive a confirmation email with your tracking number and a direct link to follow your shipment in real time. If you experience any issues with tracking, contact us and we will assist immediately.

Every order is shipped with complimentary insurance coverage at no extra cost, protecting against damage or loss during transit. Please note that insurance does not cover damage caused after delivery, improper handling by the customer, or damage not related to transportation. Claim evaluations are handled directly by the insurance provider.

All shipments are fully insured. Contact us within 24 hours of delivery at support@venetianmuranoglass.com with your order number and photos of the damaged artwork, internal packaging, and shipping box. Do not dispose of any packaging until the claim is resolved — failure to preserve materials may result in the claim being denied.

We accept returns of eligible non-custom items within 14 days of confirmed delivery, provided the artwork is unused, undamaged, and returned in its original packaging. Custom-made, personalized, and commissioned artworks are non-returnable. Please contact us before shipping any return — unauthorized returns cannot be accepted.

Contact us at info@venetianmuranoglass.com within 14 days of delivery with your order number, reason for return, and photographs if applicable. Our team responds within 48 business hours with return instructions. The artwork must be securely repackaged and shipped within 3 days of authorization.

Our client services team is available by email at info@venetianmuranoglass.com. We aim to respond to all enquiries within 24–48 business hours. For urgent matters, include your order number in your first message.

Please ensure your card is enabled for international transactions and that 3D Secure authentication is active with your bank. You may also try an alternative payment method at checkout. If the issue persists, contact us directly and we will help you find a solution.