1. How long does it take to receive my order?

Orders typically take 1-2 business days to prepare and ship. Delivery takes 3-5 business days within the USA and 5-10 to other countries.

2. What is your returns and exchanges policy?

We aim to ensure complete satisfaction by accepting returns, exchanges, and cancellations. Please contact us within 14 days of delivery, ship items back within 21 days, or request a cancellation within 12 hours of purchase. However, custom orders cannot be returned or exchanged.

3. What if my shipment gets lost or damaged?

As the seller, we take responsibility for shipping and delivery. In case of damage during delivery or loss, you will receive a replacement via expedited shipping at no additional cost.

4. How are your stained glass products packaged for shipping?

Our stained glass suncatchers are carefully packaged in top-notch gift boxes with special foam protection inside. With over five years of experience shipping worldwide, you can trust that we'll ensure a safe and damage-free delivery. Rest assured, your order will arrive in pristine condition.

5. What payment methods do you accept?

We accept PayPal, ApplePay, Google Pay, Credit and Debit cards.

6. Are all your products handmade?

Yes, all our products are handmade. Each stained glass piece is a unique work of art.

7. Do you provide tracking information?

Absolutely. We'll update you with tracking information and an estimated arrival date as soon as your order is shipped.

8. Does my order include a window fixture?

All our products come with window fixtures, ensuring a seamless display experience.

9. May I include a gift message with my order?

Definitely! Leave us a note at the checkout section, and we'll replace the receipt with a personalized gift message.

10. Can I request a different size or color for a product?

You can request color and size customization for any of our products with an editional charge for customization.

11.Can you create a custom order?

Absolutely! We would be glad to craft a custom stained glass product for any occasion. Please send us reference photos before placing an order, and we'll discuss the details of your unique creation.

Shipping & Returnes

Order Confirmation:

As soon as you place your order, you will receive an order confirmation email. This indicates that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically begin preparing it for immediate shipping (within 1-3 business days).

Order Shipment:

Your order will ship within 1-3 business days from the date of purchase. We will send you tracking information within 24 hours of your order leaving the warehouse to the email address you provided at checkout. If you do not receive tracking information within six business days of your order, please feel free to follow up with us at cs.venusglassart@gmail.com.

We ship from both our production facility in Ukraine and our warehouse in the USA (Miami), which affects delivery times to different countries:

Shipping from our production facility in Ukraine:

USA: 10-14 business days
Canada: 10-14 business days
Europe: 7-10 business days
Non-Europe: 10-18 business days
United Kingdom: 7-10 business days

Shipping from our warehouse in the USA (Miami):

USA: 3-5 business days
Canada: 5-7 business days
Europe: 7-10 business days
Non-Europe: 10-18 business days
United Kingdom: 7-10 business days

Damages:

Please inspect the packaging of your item(s) when they arrive. If you notice any damage, you should make a note of it when signing for delivery. If your item(s) do arrive damaged, please send photos to cs.venusglassart@gmail.com, and we will process an insurance claim on your behalf.

Cancellations & Refunds:

Cancellations can be requested within 12 hours of purchase. Please note, custom orders are not eligible for return or exchange.

Returns:

Our return policy is valid for 30 days from the date of purchase. If 30 days have passed, unfortunately, we cannot offer a refund or exchange.

To be eligible for a return, the item must be in its original condition and packaging. We strive to ensure your satisfaction and accept returns, exchanges, and cancellations under the following conditions: please contact us within 14 days of delivery to request a return or exchange, and ship the item back within 21 days.

Refunds (if applicable):

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also inform you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.

Late or missing refunds (if applicable):

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at cs.venusglassart@gmail.com

Exchanges (if applicable):

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at cs.venusglassart@gmail.com

Shipping:

Please send us an email cs.venusglassart@gmail.com before returning the item, and we will provide you with the address for it. You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

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