FAQ

Most frequent questions and answers

We are a Venetian company with 30 years of experience in Murano glass processing. All collections are designed, developed and produced with high quality and great accuracy. The goal of our company is the constant search for new shapes and color combinations, thus VéVé Glass is in Murano glass working synonymous with innovation. Our expert glass masters create beautiful glass objects of various shapes, sizes and colors. The craftsmanship of VéVé Glass, the harmony of colors and design are combined with the warmth of glass, giving life to our creations that reveal unique and unrepeatable. The peculiarity of craftsmanship can lead to slight differences in colour tone or surface structure which are the guarantee of quality.

Murano glass is known worldwide for its artistic value and its unparalleled beauty. For this reason, you may often find it counterfeited and sold as genuine. Murano art value is based not only on the ancient production techniques, but also including the use of fine materials: silver leaf, gold leaf, platinum, alexandrite and aventurine. These are high-quality and expensive materials and are applied with ancient and meticulous techniques. If the price of an object is very low, it is unlikely to have been achieved by using these valuable materials. For this reason, it is more credible that fake decorations were used in imitation of the original. Buying, owning, handing down to future generations the original and genuine “Murano glass” is convenient both for quality and value. This is our advantageous and profitable advice for you.

To purchase products on our online shop you do not need to register, you can place your order as a guest by entering only the data necessary for the invoice and shipping.

By creating an account, you will be able to save your shipping data for immediate availability at the time of purchase, as well as create and review your wishlist from any device. To access our site just enter your email address and password.

In the “My Account” section you will find the link “Forgot your password?” Click the link and in a short time we will send you a link to create a new password and log back into your account. Please note that you can update your email and password at any time.

Our site uses the latest protocols for the protection and encryption of your data, ensuring the total security of all transactions and sensitive information, both during the purchase and in your account.

We offer the most convenient and secure way to purchase genuine “Murano Glass”. You can quickly conclude your purchase by Credit Card or PayPal.

Once confirmed, unfortunately your order cannot be changed. In order to ensure fast delivery, your order is immediately sent for shipment.

A confirmation email will be sent to you as soon as your order has been shipped from our warehouse.

If you are registered on the site by logging into your account you will be able to view the list of orders you have placed on our online shop and their status.

Depending on the carrier chosen for your order, we send you an email that may include a tracking number to monitor the progress of your parcel. Please note that sometimes a parcel is not trackable. Should this be the case with your parcel, we kindly ask you to contact our Customer Service directly so that we can help you. The processing time may take 14 days. We always strive to work as quickly as possible, and ask for your understanding and patience

All orders are processed immediately after receipt of payment. Please note that not all items may always be in stock at the time of ordering. If the item is in stock it will be shipped within 24 working hours, if the item is not in stock or can be delivered shortly, you will need to wait the production time for the work. The time can vary depending on the type of object from 3 to 14 working days.

Delivery times do not depend on us but on the courier chosen to ship the purchased product and vary depending on the destination.

If the delivery note lists an item that is not in your package, please contact our Customer Service. Let us know your order number and the item number or name of the product you expected to receive, and we will check it.

Occasionally mistakes happen, but we do our best to fix them in the best possible way. If you have noticed that we have made a mistake with your order, please contact our Customer Service.

We do not require any minimum quantity to place an order and we can ship both a single product and large quantities.

 

We send our products to almost every country in the world ensuring a safe and efficient service. Please note that we only deliver to residential and business addresses, unfortunately we do not deliver to P.O. boxes for security reasons.

It depends on country to country. In EU countries all customs and import taxes are included in the price. For information about other countries please contact the offices and customs in your country.

 

First of all, we try to make sure that everything we sell is to your satisfaction, but if you need to return a product, you can find return instructions on our return policy. When you return something, it is important to save the return tracking number. This shows that you have returned the product in case of loss during transport.

Any damaged item will be replaced. We want our customers to be satisfied, so if you think something in your order is defective, please contact our Customer Service and send photos via email of the defective item near its original packaging within 14 days of receiving the goods. After receiving the pictures, the replacement will be arranged as soon as possible. All shipping costs for the return of the product and / or any duty or customs fees, are your full responsibility.

It takes approximately 14 working days to receive and process your return.

 

You will be refunded all payments you have made on our behalf, except the shipping and delivery costs. Please contact our Customer Service and we will carry out such reimbursement using the same means of payment as you used for the initial transaction. Please note that it may take 5-10 working days.

If you think you have been refunded the wrong amount, please contact Customer Service indicating your order number and the refund amount requested. Please note: shipping costs are not refundable, you will be refunded the full value of the returned items minus shipping costs.

If you have received an incorrect product, ordered the wrong colour/size or are not satisfied with the item you can return the product within 14 days of receiving it by contacting our Customer Service.

If you are not registered on the site and would like to return a product you have received, please contact our Customer Service.

We at VéVé Glass can guarantee 100% originality ONLY for products purchased from our e-shop. We can NOT guarantee the same for products purchased elsewhere.

We try to publish as much useful information as possible about all our products, to help you buy products in the best possible way. The product page of every item includes description and images. If you have any other questions, however, please contact Customer Service indicating the product name, and we will do our best to answer your questions as soon as possible.

If your question was not answered by any of the entries on this page, please contact Customer Service and we will be happy to help you. We will respond as soon as possible and do our best to answer all queries within 24 hours except weekends.