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ORDER PROCESSING

 

Orders are usually processed within 24 hours, 48 hours during the weekend. As the order is processed, items available in stock are shipped immediately, those not in stock at the moment are ordered from the glass-making furnace for production and are shipped as soon as they are ready.

 

The processing procedure of your purchase starts when we receive confirmation of your order by email (usually within a few seconds of sending). Once the item is shipped, you will receive a notification email including the tracking code for your shipment. With this number, you will be able to log into the courier's website (specified by YourMurano at time of shipping) to monitor the status of your purchase right up to the moment of delivery.

 

Once they are shipped, the products ordered must still be accepted on delivery by you, the buyer. When you are in possession of the item you may then apply your right of withdrawal and return it if you have changed your mind.

 

If the delivery is rejected, all re-shipment costs and possible duties and customs taxes (extra-EU orders) will be charged to you (subtracting the amount from the total sum refunded, or applied store credit).

 

01. PRODUCT AVAILABILITY

Some products require longer delivery times than usual, in relation to production times typical of handcrafted glass items; if prompt shipping is a determining factor in your decision to purchase the product, we urge you to always check the availability of each item (on the product detail page).

 

02. ESTIMATED DELIVERY TIMES

To obtain a more precise estimation of delivery time for your purchase, please keep in mind that total delivery time is given by adding the specific availability period of the product (as reported on the product detail page) to the shipping time required by the Shipping Method selected.

 

03. PRODUCTS WITH DIFFERENT DELIVERY TIMES

Your order will be shipped only when all items in your cart are ready. If your cart includes products with different delivery times, shipping will be postponed until all items are ready to be packed in a single shipment. You might want to consider placing separate orders; keep in mind that separate shipments will incur additional costs.

 

04. HOW TO CANCEL AN ORDER

You can modify or cancel your order directly in the section "MyMurano" accessible from the Home Page of YourMurano.com once you have logged in. Before altering the order though, you should check its status by clicking on "Check Order Status" in the "MyMurano" section. Any modification or cancellation is only possible until the order has been processed, and Venicecommerce Srl cannot guarantee the success of the operation; the item might already be in production, or the package might already have been shipped, and in such cases the re-shipment costs cannot be refunded. We do remind you that our products can be returned within 30 days. To find out more about the simple process, please read our "Return Policy".

 

05. CONTACT US

If you need anything, you can contact our customer service by email at the address helpdesk@yourmurano.com, by skype yourmurano or by phone at the number + 39 041 319 2247 or by fax at the number +39 041 319 2247.

 

06. ORDER CANCELLING BY YOURMURANO

Occasionally, orders may be cancelled by our system, partly or in full, for several reasons, such as:


- Items not available

- Payment issues

- Invalid shipping address

- Duplicate orders

- other reasons

 

We will make sure to alert you by email if your order is cancelled, and we include an explanation, to the discretion of Venicecommerce Srl. In the event of cancelling on our part, you will not be charged any cost.

No compensation or grievance can be demanded of Venicecommerce Srl following cancellation of received orders.


Project developed with the
support of the Venice Chamber
of Commerce

logo Camera di commercio
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