Returns & Damage Replacement
Handmade glass should arrive beautifully and be easy to resolve if something goes wrong. This policy explains how we handle unused returns, shipping damage, replacements, and refund timing for VitraDecoration orders.
30-Day Window
Contact us within 30 days of delivery for unused returns or damage support.
Damage Replacement
If glass arrives broken, send photos and your order number so we can review a replacement quickly.
Unused Returns
Eligible items should be unused, clean, and returned with protective packaging when possible.
Custom Orders
Engraved, private label, sample, and bulk orders are reviewed case by case before approval.
How returns and replacements work
Our support flow is designed for fragile handmade glassware: fast documentation, clear approval, and careful follow-through.
- Tell us what happened. Share your order number and a short note within 30 days of delivery.
- Add clear photos. For damage, include the product, shipping box, and packing materials.
- Wait for confirmation. We will confirm whether a replacement, refund, or return authorization is the right path.
- Complete the resolution. Approved refunds are returned to the original payment method. Replacement timing depends on stock and shipping location.
Return Conditions
- Products must be unused and returned with reasonable protective packaging.
- Original shipping fees are not always refundable unless the issue was caused by fulfillment damage or our error.
- Return shipping instructions must be confirmed before sending an item back.
Refund Timing
- Approved refunds are processed after review or after the returned product is received.
- Your bank or card provider may need additional time to post the refund.
- If a replacement is approved, we will share the expected shipping timeline before dispatch.
We will help you find the right resolution.
Please include your order number, delivery date, and photos when relevant so our team can review your request faster.