Complaints & Disputes

1 How to Raise a Complaint

If something is not right, please tell us first so we can put it right with you directly. You can reach us by:

• Email: luzyglassart@gmail.com
• Phone: +84 98 579 6137, during Monday–Friday, 9:00 AM–5:00 PM ICT
• Contact form: on our Contact page
• Chat: the chat on this site, where we also settle transit-damage claims with you

2 What to Include

Please give your order number if your complaint is about an order, and tell us what happened. If a piece arrived damaged, include the unboxing video and the photos described in our Transit-Damage Care.

3 When We Reply

When you write to us through our Contact page, we reply to your email within 1–2 business days. For a privacy request, we aim to respond within 30 days.

4 Damage, Returns & Cancellations

Transit damage, returns, refunds and cancellations each have their own steps and time limits, set out in our Returns & Damage Policy and our Transit-Damage Care.

5 Your Statutory Rights

Nothing in our terms takes away the rights you have by law as a consumer. They are set out under “Your Statutory Rights” in our Terms of Service.

6 Governing Law

These terms are governed by the laws of Vietnam, where our studio operates from Hanoi, Vietnam. If you are a consumer, this does not take away the protection given to you by the mandatory laws of the country where you live, and you may also bring a claim in the courts of that country.

7 Dispute Resolution

We are committed to making things right. If a concern arises, please contact us first at luzyglassart@gmail.com so we can resolve it directly — the vast majority of issues are settled quickly and amicably. Any dispute that cannot be resolved informally will be handled as set out under “Governing Law” above. Orders placed through Etsy are also covered by Etsy’s buyer-protection and case system.

8 Complaints About Your Personal Data

We would like the chance to put things right, so please write to us first at luzyglassart@gmail.com. But you do not have to: if you live in the EU or EEA, you can complain to the data protection authority in the country where you live or work, and in the UK to the Information Commissioner’s Office (ico.org.uk). If you live elsewhere, you can also contact the data protection authority where you live.