Frequently Asked Questions
Answers to the questions collectors ask us most — our real cathedral glass, worldwide shipping, custom commissions, gifting, and the care behind every piece. Can’t find yours? Write to us and we’ll reply personally. Message the studio
Is this real stained glass?
Yes. Every piece is crafted from genuine cathedral glass using the Louis Comfort Tiffany copper-foil technique and hand soldering — never printed film, acrylic or resin.
Where is LuzyGlassArt located?
Our studio is located in Hanoi, Vietnam. Orders are handcrafted and shipped directly from our studio.
How long does shipping take?
Making time depends on the piece and is shown on each product page. Once dispatched, international transit takes 5–15 business days (standard international).
What if my piece arrives broken?
Film yourself opening the parcel. If the piece arrives damaged, message us in the chat on this site, or email luzyglassart@gmail.com, within 3 days of delivery with your order ID, that video and photos of the piece and its packaging. We look at each case individually and agree a solution with you, such as a replacement or another fair remedy.
Can I commission a custom piece?
Yes! Visit our Custom Studio wizard to select your motif, glass colors, size, and upload reference photos.
Which countries do you ship to?
We ship worldwide from our Hanoi studio with tracked international carriers, so wherever you are, we can most likely reach you. Every parcel travels fully tracked, and standard shipping is priced by destination and shown at checkout before you pay — an express upgrade is available at the same moment if you need it sooner.
Do you offer gift options?
Yes. You can add a hand-written note card to a piece on its product page — a small paid extra, priced right there. Tell us what to write and the studio letters it by hand, or leave it blank and write it yourself. We can also ship straight to your recipient with no pricing paperwork inside the parcel: just enter their address at checkout.
Can I personalize or engrave my piece?
Many pieces can be personalized with a name, date, or short message, and our Custom Studio lets you choose motifs, glass colors, and dimensions. Please note that personalized and custom pieces are made just for you, so they are not eligible for change-of-mind returns — though they are still fully covered against shipping damage.
What payment methods do you accept?
We accept major credit and debit cards plus PayPal through secure, PCI-compliant processors, and you can also purchase through our Etsy shop. All payments travel over an encrypted (HTTPS) connection, and your card details are never stored on our site.
Can I change my order or shipping address after buying?
Usually yes, if you reach us before we start cutting. Email luzyglassart@gmail.com and we’ll tell you whether your piece has been started and update your address or details if it has not. Once a piece is in production or has shipped, changes may not be possible, but we will always help however we can.
Is it safe to order from a studio in Vietnam?
Absolutely. LuzyGlassArt is an Etsy Star Seller with 2,201 orders shipped worldwide and a 4.9/5 shop rating from 354 reviews. Every parcel ships with tracking, and if one arrives damaged in transit, we work out a solution with you under our Transit-Damage Care.
Will I owe customs or import fees?
Possibly, yes. Import duties, taxes and the carrier’s clearance fees are set by your country, are not included in the price you pay at checkout, and are paid by you — the carrier usually collects them on delivery. That now includes the United States: since August 29, 2025, low-value parcels no longer enter the U.S. duty-free, so a U.S. order of any size can be charged import duty. We always complete customs forms accurately and honestly.
How is my payment protected?
Checkout runs over an encrypted (HTTPS) connection and your card details are never stored on our site. You can also purchase through our Etsy shop, where every order is covered by Etsy’s buyer protection.
How long does a custom commission take?
First you’ll receive a design proof to approve. How long the making takes depends on the size and detail of the design, so there is no one time for every piece. Once you approve the design, the studio sends you your custom order: a private product page for your piece that shows the making time set for it, so you know it before you pay for it at checkout.
Who pays return shipping?
For change-of-mind returns within 14 days, the buyer covers return shipping to our Hanoi studio. If a piece arrives damaged in transit, please do not send it back: message us in the chat or by email within 3 days of delivery with your unboxing video and photos, and we agree the next step with you. If a piece has a fault in how it was made, or anything else is wrong with it, contact the studio in the chat or by email and we will work it out with you.