Customer Care

Ordering your sculptures

  1. How do I place my order online?
    You are just a few simple clicks away from placing your order on line. After you have filled your shipping basket, proceed to checkout by following the simple registration and payment instructions. We will guide you though the checkout process with easy to follow instructions. We use “SagePay” as our payment gateway, the UK’s leading internet payment processing company. Your transaction is 100% secure, hosted on SSL certified pages, giving you peace of mind.
  2. I am happier ordering by phone…Can I give you my details over the phone?
    We understand this and we would love to talk to you! You can call our free phone number 0800 043 5014, from 9am to 6pm Monday to Friday. If you are calling from outside the UK, please call us on our landline +44 (0)2920 2070 7334. If you call on weekends, out of hours or National Bank Holidays, you will be put through to our call centre, who will take a massage for you. We always pick up our messages and return these as soon as possible during working hours.
  3. Can I order by fax?
    You are welcome to fax over your order details. Our fax number is 029 2070 7334 (Outside the UK +44 29 2070 7334). Please also use this number if you have a product enquiry or quotation request you wish to fax over to us.
  4. Is it possible to rush my order?
    Your sculptures are hand-crafted by glass studios which are are more often than not small companies that are only able to produce a certain amount of product each week. Nevertheless, when needed we can often speed up production. All we ask is you email us, or call us, and we will see by how much we can speed up your order. Once goods are ready, we can ship to you on a special 2 day service- Normally goods take 4 days to ship from Italy to the UK on our standard road service, but a special 2 day import service is available with TNT at an extra cost.
  5. What are my payment options?
    We accept all major credit and debit cards. You order can be transacted on-line using Visa, MasterCard. You can also request pay by bank transfer. If you are a UK resident you may also pay us by cheque, but this may take a little longer to process.
  6. Do you have a minimum order quantity?
    There is no minimum order requirement from Murano Glass Sculptures.

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FAQs

  1. Do you have a printed catalogue you can send me?
    We do not have a single catalogue that shows all of our products. This would be impractical to print as we represent such a large number of Italian manufacturers. We may be able to send you relevant catalogues of particular manufacturers if we have them in stock. Please contact us if there is a particular product you are seeking. We can also post or email high resolution images of any models you may be interested in.
  2. Do you work with the trade/offer trade prices?
    We are very happy to offer you trade terms as a trade customer/account. You must be a bona-fide trade customer to qualify for discounts. In the UK. We will need to see your VAT registration number or a business letterhead, or failing this some other proof that you are an active and established business. American customers with reseller numbers, or registered companies will also qualify for trade terms. Please contact us with your requirements, and we will help you, via phone email or fax.
  3. Do you have an affiliate marketing program?
    Yes, we do offer an affiliate program. For details please email us at [email protected]. We will send you details of the affiliate programs of all our companies.
  4. What is your contact information for the press?
    Magazine/Press enquiries: We are able to offer Media support by supplying high resolution images for print, and we are able to contribute articles for your magazine (both online and offline) and offer expert industry opinion and advice. A condition of our article writing service is that all our contributions must be accredited. Please contact us by phone or at [email protected]
  5. I am a manufacturer. How do I introduce my products for consideration?
    We are always searching for new products and manufacturers. Please email us at [email protected]. We would love to hear from you if you are a manufacturer of authentic Murano objects.
  6. Where can I read feedback from your customers?
    If you'd like to know what our customers say about us from all around the world, please visit our testimonials page.

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Order tracking and updates

  1. How do I check the status of my order?
    Either email us at [email protected] or call us to check the status of your order.
    We will always email you when your order has been dispatched from Italy and notify you of the estimated delivery time. You can then either email us at [email protected] and we will give you a delivery update, or you can call us.
    Your sculptures are delivered by FedEx ; UPS or Royal Mail. In the case of large consignments we place the goods on a pallet and use an overland lorry service.
  2. Will I get an email confirmation after I place my order?
    As soon as you have placed your order online you will receive an immediate confirmation. For orders that are placed over the telephone or by fax you will receive a confirmation the same working day as soon as our team processes your order. We will also post you a printed invoice.
  3. How do I make changes to my order?
    Please check your order confirmation immediately upon receipt to verify that the details of your order are correct and what you wanted. You are welcome to change or amend your order. Call us on 0800 043 6342 as soon as possible with changes so that we can process your request.
  4. Can I cancel my order?
    If you decide that you no longer want your order and it has not yet been dispatched, please email us your cancellation at [email protected]. We will process your cancellation and refund your credit card or debit card, or if you have paid by bank transfer or cheque, we will issue a refund cheque.

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Shipping

  1. When will my order ship?
    As our products are all hand-made, please allow up to two weeks for delivery. We will email you to notify you of the dispatch day and estimated arrival day. You can also email us to find out when the order is ready for shipping, and we should be able to give you a pretty firm idea of the shipping date.
  2. Do you ship to Post Office Boxes?
    We are currently unable to ship to a post office box. The only exceptions are some Middle Eastern states where P.O. boxes are recognized by FedEx.
  3. How are the goods packed?
    All our goods are specially packed to cope with the rigours of international shipping. In the unlikely event of any products arriving damaged, we will send out replacements.
  4. Do you ship internationally?
    We frequently ship to international customers, and welcome your business. Please email us with your delivery address, and the items you are interested in purchasing, and we will send you a quotation including shipping door to door, and purchasing instructions.
  5. What is the shipping cost?
    Shipping to a UK mainland address and mainland Europe is charged at a flat rate of £10.00 per order. For deliveries outside the UK mainland (Channel Islands and outer Islands) a supplement may be charged. Shipping costs for the rest of the world are charged according to weight/volume. Please contact us for a price.
  6. What are my shipping options?
    We work with FED EX , UPS and Royal Mail.
  7. Will the items on my order ship together or separately?
    Sometimes orders are made up of products from different suppliers. In this instance we may ship the order separately. However, only one shipping charge will be made.
  8. What if my order is undeliverable?
    If any of our other carriers are unable to deliver your order due to an incorrect address, the order will be returned to us. At this stage you will be responsible for any reshipping fees charged to redeliver the package. In the case of absence on delivery day, we will attempt delivery 3 times, and will notify you of such action. After this period the order is returned to us until you are able to take delivery. A redelivery fee will be charged in this instance.
  9. My order arrived damaged, what happens next?
    Please inspect your goods as soon as you have received them, or at least within 7 days of purchase. If any of the items have been damaged, contact us, and we will replace these items for you. If you are able to take a photograph we would appreciate this. In some instances we may collect the damaged item on behalf of our insurance company.
  10. What happens if my order arrives late?
    Whilst every effort is made to ensure that your goods arrive within the stated timeframe, we do use a third party for delivery, and therefore cannot accept responsibility for the delayed arrival of your goods.

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Returns, exchanges and refunds

  1. What is your return and exchange policy?
    If a product does not meet with your 100% satisfaction for any reason, you are welcome to return it, and unlike with many other shops, Murano Glass Sculptures has no irritating re-stocking fees. You must notify us in writing or by phone of your wish to return your purchase within 7 days of receiving it. This is because we have a limited time frame in which to seek recourse with our suppliers for faulty/incorrect goods, and with the carriers for any damage in transit. This returns policy applies to all the products you see online. In addition trade accounts are subject to separate trade terms & returns policy. This is sent to you with your first trade order, and is available upon request.

    The written or verbal consent of Murano Glass Sculptures must be obtained before cancellation of any order becomes operative. Under no circumstances may goods be returned without first notifying the Company. Before returning goods, we welcome any feedback you can give for the reasons for your return, as the feedback is important in helping us improve our service. The returned goods should be carefully packed in their original packaging where possible, to minimize the risk of damage in transit.

    PLEASE NOTE: You are responsible for the cost of shipping returned goods back to us. No credit is given for lost returns. We do strongly recommend that you use a shipper who offers insurance and tracking, as we cannot be responsible for lost return packages.
  2. How long before I receive my refund?
    After we receive your package and inspect the items, you will receive an email confirming refund total. Refunds will be issued in 3 to 5 business days. Please allow adequate time for your banking institution to process the credit.
  3. Can I exchange my purchases?
    You are welcome to exchange your order if you change your mind. Please contact us via email or telephone.

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Security, privacy and contacts

  1. Are online transactions on your site secure?
    All the information you provide, including your credit card information, is secured using Secure Sockets Layer (SSL) encryption technology. We use SSL technology to prevent your information from being intercepted and read as it is transmitted over the Internet.
  2. How do you use my contact information?
    All the information you provide, including your credit card information, is secured using Secure Sockets Layer (SSL) encryption technology. We use SSL technology to prevent your information from being intercepted and read as it is transmitted over the Internet.
  3. Our Privacy & Security Policy

    Our pledge to you, our customer

    Murano Glass Sculptures respect your privacy. Our Internet site is designed to be of service to you. In order to provide you with the best products, timely information and quality customer service, we record a variety of information from your visit to our site. To better protect your privacy, we provide this notice explaining our on-line information practices and the choices you can make about the way your information is collected and used.

    Your personal information: what we collect and how we use it

    1. At the time of your initial purchase from Murano Glass Sculptures, we collect your name, address, telephone number, email address and credit card information. After we have used this information to fulfill your order and to communicate with you about your order, we then use it to automatically place you on our e-mail newsletter list, unless you decide to unsubscribe at time of registration.
    2. On subsequent purchases from Murano Glass Sculptures, your subscription status will remain unchanged, unless you click the link to edit your subscription profile at the time your order is confirmed.
    3. Whether you are making a first purchase or any subsequent purchase, if you later decide that you want to be removed from a list , simply follow the instructions in the section "Unsubscribing" below.
    4. When you subscribe to our e-mail newsletters, we collect your e-mail address so that we can send you our e-mail newsletters with, special offers and updates about products, services and sale offers. You can unsubscribe from our e-mail newsletters at any time by clicking the unsubscribe link at the bottom of any electronic newsletter that you receive from us.
    5. Upon completing your purchase, we may present other offers via e-mail newsletters.

    Unsubscribing

    At any time you can unsubscribe to our newsletter/mailing list sending an e-mail to [email protected], with the word REMOVE in the subject line.

    Requests to be unsubscribed will be processed immediately. However you may receive additional newsletters for up to one week. Delays may occur if the e-mail address or postal address information you provide does not match the information in our database.

    Links to/from Other Sites

    To enhance your shopping experience, Murano Glass Sculptures may have links to other sites on the Internet that are owned by third party vendors and other third parties (external sites), or you may come to Murano Glass Sculptures from a link from an external site. These other web sites will have their own rules on privacy that you should review. Murano Glass Sculptures is not responsible for the privacy policies of external sites.

    Cookies

    Like all websites, Murano Glass Sculptures uses cookies, which assign an identification code to your computer. Cookies are files that your Web browser places on your computer´s hard drive. We do not and cannot use cookies to retrieve personal information about you from your computer unless such information was knowingly and willingly provided by you. Cookies do not provide us with access to any credit card information.

    About Cookies

    Cookies are small text files by web servers to web browsers, and stored by the web browsers. The information is sent back to the server each time you view a page on the website and it allows a web site to identify and track its visitors.

    Cookies on our website

    We uses the following cookies on this website, for the following purposes:

    • oscSid - This cookie is used by this website to identify you as a user between page loads. This allows this website to remember certain settings, like the contents of your shopping cart. This cookie is destroyed each time you close your browser.

    Other third party cookies

    When you use this website, you may also be sent the following third party cookies, which may be used for the following purposes:

    • utma, utmb, utmc, and utmz – Google Analytics gathers anonymous data regarding visitors to this website, how many pages you view and how long you stay on the website. We use this information to improve the service we can offer you.

      You can opt out of this service on all websites using this Google tool by visiting https://tools.google.com/dlpage/gaoptout
    • di, dt, loc, uid, psc, uvc, atuvc and uid - Addthis.com allows users to share pages easily with their social network. It also remembers your preferences of which services you like to share through (ie Twitter, Facebook etc). They do not allow access to any of your information stored on Social Networks.

      You can opt out of this service on all websites using this AddThis too by visiting http://www.addthis.com/privacy/opt-out
    • datr, lu, locale, x-src– These cookies are set by Facebook and allow you to comment on our site from your Facebook account. No personal information is gathered from your Facebook account.

    Disabling cookies

    You may disable cookies on our website but it may result in you not being able to complete your purchase.

    For Microsoft Internet Explorer:

    1. Choose the menu “tools” then “Internet Options”
    2. Click on the “privacy” tab
    3. Select the setting the appropriate setting

    For Mozilla firefox:

    1. Choose the menu “tools” then “Options”
    2. Click on the icon “privacy”
    3. Find the menu “cookie” and select the relevant options

    For Opera 6.0 and further:

    1. Choose the menu “Files”> “Preferences”
    2. Privacy

    Our Commitment to Data Security

    To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic and managerial procedures to safeguard and secure the information we collect online.

    Credit Card details and Security

    When you enter your credit or debit card details onto our website, we do not have access to those details and no details will be kept by our systems. We can access only sufficient information in order to process refunds.
    Should you decide to re-purchase you will have to re-submit your payment card details. This is for YOUR security.
    Where you have given your details to us via telephone, and we have processed it, any hard copy of that information is destroyed. However, our payment processes stores those details in an encrypted format so that we can process any repeat payments or refunds that are necessary. Murano Glass Sculptures will never process a transaction without first notifying you, and will immediately refund any payments that have been made in error.

    Notice of Changes

    Our privacy policy is subject to change without notice. At any time, you may visit our website to view the current policy.

  4. Contact Us

    To contact us by telephone, email, post or fax:

    UK Office:
    Murano Glass Sculptures

    Part of the Italian Lighting Centre group of companies
    74 Stanwell Road
    Penarth
    Vale Of Glamorgan
    CF64 3LQ
    UK

    To avoid wasted journeys, please note that we are a mail order company and this address is for correspondence only. It is not a shop or showroom.

    Tel: 0800 043 6342
    Fax. +44 (0) 29 2070 7334
    Email. [email protected]
    VAT number is 811092957

    Italian Office:
    Via Roma 90
    21050
    Cuasso al monte
    (VA) ITALY

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