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

Returns, Refunds & Transit-Damage Care

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

Explore Handcrafted Collection Commission Custom Piece Last updated: October 24, 2026 8 sections

1 14-Day Change-of-Mind Returns

If a ready-made piece is not quite right, you may return it within 14 days of delivery. The item must be unused and in its original condition and original packaging. There is no restocking fee. For change-of-mind returns, the buyer covers the cost of return shipping.

2 How Refunds Work

Once your returned piece arrives and passes a quick condition check, we issue your refund to the original payment method — typically within 5–7 business days of receiving the return. The refunded amount is the item price you paid; original outbound shipping is non-refundable on change-of-mind returns, except for customers in the EU, EEA or UK, who also get back the standard shipping charge as set out under “EU, EEA & UK: 14-Day Right of Withdrawal”.

3 EU, EEA & UK: 14-Day Right of Withdrawal

If you live in the European Union, the European Economic Area or the United Kingdom, you have the right to withdraw from your purchase without giving any reason within 14 days of the day you, or someone you name, receive the item. If you withdraw, we refund the price you paid for the item together with the original shipping charge, up to the cost of our standard shipping — if you chose express, the extra you paid above standard is not refunded. We make the refund within 14 days of the day you tell us you are withdrawing, to the payment method you used, though we may hold it until we have received the item back or you have shown us proof that you have sent it, whichever comes first. You pay the cost of returning the item to us. You are responsible only for any loss in value caused by handling the item more than is needed to see what it is and how it works. Pieces made to your specifications or personalized for you are not covered by this right — see “Custom & Personalized Pieces”.

4 How to Withdraw

To withdraw, tell us clearly before the 14 days are up — an email to luzyglassart@gmail.com with your order ID is the simplest way. You may use your own words or this model statement: “To LuzyGlassArt, luzyglassart@gmail.com: I hereby give notice that I withdraw from my contract for the sale of the following goods: [item]. Ordered on [date] / received on [date]. Order ID: [order ID]. Name: [your name]. Address: [your address]. Date: [today’s date].” Sending your message before the 14-day period ends is enough to meet the deadline. We will reply with the return address for our studio; please send the item back within 14 days of telling us you are withdrawing.

5 Custom & Personalized Pieces

Because they are made uniquely for you, custom and personalized pieces — a custom design, engraving or other personalization, or a custom size — cannot be returned for change of mind, and they are excluded from the EU/UK right of withdrawal, as the law allows for goods made to the buyer’s specifications. They remain fully covered by our transit-damage promise and our workmanship standards, and if one arrives damaged or faulty you keep every remedy on this page and under the law. Commissions also follow the custom-order terms in our Terms of Service.

6 Transit-Damage Care

We package every piece to survive its journey, but glass is glass. Please film yourself opening the parcel — a continuous video from the sealed box to the unwrapped piece is the clearest record of how it arrived, and it cannot be taken afterwards. If your artwork 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 every case individually and work out a solution with you, such as a replacement or another fair remedy. If you did not film the unboxing, write to us anyway; we would rather look at the photos than lose you over a rule. The 3-day window and the video help us sort things out quickly; they do not limit your statutory rights (see “Your Statutory Rights” in our Terms of Service).

7 Order Cancellations

Plans change, and we understand. You can cancel any order for a full refund up until we start cutting the glass for it — email us and we will tell you straight away whether your piece has been started. Because every piece is made by hand after you order, that is usually a day or more after you buy rather than a matter of hours. Once cutting is underway we may only be able to offer a partial refund covering the materials and time already spent. This applies to custom orders too, and a custom piece that has been cut to your design cannot be resold. If you are in the EU, EEA or UK, this never reduces your right of withdrawal: you can still withdraw from the purchase of a standard piece from our catalogue as set out under “EU, EEA & UK: 14-Day Right of Withdrawal”.

8 How to Start a Return or Claim

For a return, please contact luzyglassart@gmail.com before shipping anything back — we will confirm the correct return address for our Hanoi studio and walk you through the steps. Returns sent without prior authorization may be delayed. For a piece that arrived damaged, please do not send it back: message us in the chat on this site, or email luzyglassart@gmail.com, within 3 days of delivery with your unboxing video and photos, and we will agree the next step with you.

Last updated: October 24, 2026