SUPPORT & POLICIES 100% Studio Handmade in Hanoi 4.9/5 Star Seller on Etsy

How to Buy

Official policies of LuzyGlassArt, including our transit-damage care.

Explore Handcrafted Collection Commission Custom Piece Last updated: October 28, 2026 10 sections

1 Choose Your Piece

Open a piece in our shop and choose its options on the product page, where the piece offers them — a design, a size or a colour, for example. Many pieces can be personalized with a name, date or short message, and you can add a hand-written note card to a piece as a small paid extra, priced on its product page. The product page also shows how long the piece takes to make.

2 Review Your Cart

Add the piece to your cart. The cart shows each piece with the options and personalization you chose, so you can check them before you continue to secure checkout.

3 Checkout: Address, Shipping & Duties

At checkout you enter the email address for your order updates and your shipping address. Checkout then shows an estimated arrival window for your address, and the order summary lists your pieces and the total before you pay. Standard tracked shipping is priced by destination and shown in full at checkout before you pay — there is no minimum order and no surcharge added afterwards. If you would like a faster courier once your piece is made, an express upgrade is offered at the same moment, also priced before you pay. Nothing else is added. Import duties and taxes are not included. If your country charges them, the carrier collects them from you on delivery.

4 Payment

Payment is due at checkout and is handled by PayPal, which also accepts credit and debit cards without a PayPal account. You are charged in U.S. dollars (USD). By placing your order you accept our Terms of Service, our Returns & Damage Policy and our Privacy Policy. The details are on our Payment Methods page.

5 Order Confirmation

Your order is accepted, and our contract with you is formed, when your payment is confirmed and we send you our order confirmation email. Your order enters production once payment is confirmed.

6 Making Your Piece

Every piece is made to order, so the making time depends on the piece — it is shown on each product page. Custom commissions follow the timeline we agree with you before production begins.

7 Shipping & Tracking

Standard international transit is typically 5–15 business days (standard international) after dispatch. Delivery windows are estimates provided by the carrier and can vary with customs processing and local postal conditions. A tracking number is emailed to you automatically as soon as your parcel is scanned by the carrier, and you can follow it on our Track Order page. Please allow 1–3 business days after dispatch for the first scan to appear. Everything about delivery is in our Shipping Policy.

8 Changes & Cancellations

You can cancel any order for a full refund until we start cutting the glass for it — email luzyglassart@gmail.com and we will tell you straight away whether your piece has been started. The full rule is under “Order Cancellations” in our Returns & Damage Policy.

9 Returns & Transit Damage

A ready-made piece can be returned within 14 days of delivery; custom and personalized pieces cannot be returned for change of mind. If a piece arrives damaged, film the unboxing and message us within 3 days of delivery, as set out in our Transit-Damage Care. If you live in the EU, EEA or UK, you also have a 14-day right of withdrawal for standard pieces from our catalogue. Everything is set out in our Returns & Damage Policy.

10 Custom Orders

To ask for a custom piece, start in our Custom Studio and send us your idea. We agree the design and the price with you in your conversation with the studio: we reply with a design sketch and a price quote, both free and committing you to nothing. Once they are agreed, we publish a private product page for your piece at that price and send you the link; it shows the making time set for your piece. You pay the full price in one payment at our ordinary checkout, like any other piece. The full terms are under “Custom Orders: Design, Price & Payment” in our Terms of Service.

Last updated: October 28, 2026