Shipping terms

1) Due to the nature of our products, it is very difficult to state an exact date of shipping.
2) Orders generally ship within 60 days from the time that we process your order.
3) This period is necessary because all our products(from the least to the most expensive) are uniquely and especially made for our customers.
4) Days in transit are generally 1-5 business days and do not include the day of pick up, weekends or holidays.
5) During the period 15th July to 31st August all Murano factories are closed by tradition because of the impossibility of working in the summer heat, therefore the delivery date will be longer, but our export manager is always available via Email.
6) The factories are also closed during the Christmas period for the production,then of course the shipping period order-delivery will be longer, but there will be always someone online to assist our clients.
7) We ship orders using air freight with these carriers: Fedex,UPS,DHL, or EMS(Express Mail Shipping) this is a special branch of Post Office.
8)We replace anything broken during the transport, alway take a photo of the broken pieces and tell us the right size, because your item was made only for you and it is not mass produced, refuse damaged boxes.
9) The breakage must be notified to us by email within 10 days from arrival.
10) If the item or parts of it are not the same as you ordered, or there are parts missing, you must notify us within 10 days of receiving goods.
11) We don't accept complaints after 10 days from delivery.

Characteristics of hand made Murano glass.

Our policy is to be sincere with our clients so we feel obliged to fully explain what to expect from Muarano glass which is made now as it was made a 1000 years ago: only hands and few tools, therefore this fine and precious technique is recognisable in the glass;  clients who are not familiar with Murano chandeliers, please undrstand that:
Small signs left by cutters,pincers,no two parts exactly alike, slight variations of color and sporadic small bubbles are the result of this work.

Return Policy Requirements

We do our utmost to ensure the highest quality possible, so, as you have already seen the working process on our site, and read above, E-commerce is anyway regulated by law N.185 of 22 May 1999 according to the European Parliament directive 97/7/CE which states:
12) If you have a change of mind after placing the order, you can recede within 10 days.
13) You can also change your mind within 10 days of receiving the goods under the following conditions:
16) If the returned item qualifies for return,and the item has been verified,costumers should allow 30 days for refund to insert in their accounts.
Refund less 10% restocking fee, except in the case of manufacturer's defects.
Original shipping and andling charges are not re-fundable, except in the case of manufacturer's defects.
Return shipping charges the responsability of the customer, except in the case of manufaturer's defects.
Goods have to be returned in original boxes, packing material and re-sellable condition to ensure refund back to your account.
If  damage occurs to a returned item during shipping due to insufficient packing, a refund will not be issued, or partially issued according to the extent of the damage.
No returns on custom made(personalised) chandeliers or items sold in the "super bargains" department,except in the case of manufacturer's defects.

Sales at discounted prices

Sales may be repeated more than once a year,according to our production capacity, we suggest our costumers not to wait untill the last day of our sale period to make the order.

Tax and custom duty

Any item sold is subject to a Value Added Tax (20%) if the sale is made within the European Union.
This tax is not added by us to the goods when they are sold to Countries outside the EU, but it will be charged by your Government under the form of custom duty tax, and usually the bill is sent by the shipper after delivery of the goods.
If you need further information, please contact your custom duty office.

Price list

The firm Luce Italia reserves the right to vary prices and selling strategy when it is necessary (this does not apply to confirmed orders).