Our Customer Service is active form Monday to Friday and guarantees, whenever possible, a reply to most of your requests within the next business day.

Use this form to ask any questions, if you need help or information, if you have problems, if you wish to send us a feedback or suggestions of any type.

Terms & Rules

Internet sales in our country are ruled by D. Leg. n. 185 of 22/05/99, an Italian legislation act issued in order to protect consumers in matter of indirect purchases and mail orders. If not clearly specified, every single purchase is subject to this regulamentation.

Identity
The company selling products in this e-store is:

Marco Polo International II sas
San Marco, 114
30124 Venezia (Italy)
Tel: (+39) 041 5225067
Fax: (+39) 041 2770822
info@muranonet.com

Products, Availability & Sale Price
All the items described in our e-store are intended for international sale to single consumers. Any product description's page reports features and price of the item on sale. Shipping is calculated separately according to variables such as weight, type of service and destination country. According to the Italian laws regarding Venice and Murano island, the glass farms are closed during the months of January and August, so that some items can happen to be temporarily out of stock. Please note that not all the glass items in our shop are in stock at the moment you place an order. They need to be handmade on request and it can take us some weeks to have the items ready for shipping.
In that case, we will tell you about the delivery delay and you will be able to keep the order or to cancel it. If you keep the order, your credit card will be charged within 20 days.

Quality guarantee
All our items are first choice, guaranteed "Original Murano Glass". Slight variations in thickness, width, height, color or minute air-bubbles are unavoidable as they are the proof and the characteristics of handmade glassware.

Privacy & Security
Here at MuranoNet.com we consider your right to privacy as a matter of serious relevance. We adopted measures in order to protect personal data of our visitors and customers from misuse or abuse. To read about these measures and how we treat your personal information, please click Privacy & Security.

Payments
We currently accept VISA, MASTERCARD and AMERICAN EXPRESS credit cards. Customers are always kept informed about the status of their order(s). Transactions are processed in EU currency (EURO) according to the current exchange rate applied by our bank.

Taxes & Invoices
All deliveries within the EU (European Union) are duty free. There can be import duties to the USA and to all other countries: please contact your local customs office to inquire about the possible duty rate. Any possible import duties for deliveries are paid by our customers at the delivery.

Shipping & Delivery
Shipping fees are not included in the sale price unless clearly specified. They are always calculated separately according to variables such as total weight, type of delivery and destination country. There is a shipping discount according to the order amount: the saved amount can be seen in the shopping cart during the purchase process. Payment for shipping is charged in advance and processed with your order. Whereas not specified "FREE SHIPPING" and "FREE SHIPPING WORLDWIDE" refer respectively to deliveries within Italy and worldwide. For further information about fees, shipping discounts, type of services available for your country and related matters, please click on Shipping & Delivery.
Please note, that in case of returning the items back, the shipping discount you had while setting the order will be charged (see also "Return Policy" here below.)

Return Policy
If you don't like what you bought or if you change your mind, there is no problem.
If you have just ordered something and you want cancel all or part of the order, send us an e-mail as soon as possible (if possible, take the Confirm Order we sent you and use the function "reply" in your e-mail software). If the products haven't yet been sent, your order will be modified or canceled; if the products have already been sent, all you need to do is inform us, about your intention to rescind the contract, within 10 days after receiving the items (please, advise about the delivery details and indicate how you want the money to be refunded). You can send an email or also a telegram, a fax or a telex, (within the same period - 10 days). Remember that within the same period (10 days) you must send back the products, properly packaged. Products' shipping to the sender is at your charge and under your responsibility. As soon as we receive the products, we will attend to refund you the items' amount as soon as possible. We refund the order amount, full shipping cost excluded.
PLEASE NOTE that in this case the shipping discount you had during the purchase process will be charged.
DAMAGED ITEMS: we replace any damaged item, if you send us a picture of the broken piece set near its packing. In case an item arrives to you damaged, we need a picture of it, sent within 8 days from the receipt of the goods. (You can send an email or a registerd letter.)
After receiving the picture, we will arrange the replacement as soon as possible.

Customer Service
For anything you may need to know or ask, please refer to our Customer Service section.
We have staff working for your satisfaction!

Shipping and Delivery

Service
MuranoNet.com wants its Customers receive all items in total security. For this reason we currently use only international couriers that can guarantee a high quality delivery service.

Rates
Rates for shipping are calculated electronically during checkout according to variables such as the number of items selected, subtotal items price, country of destination, type of selected service. In case rates are not available during your checkout process, Marco Polo International II will inform you within 24 hours about rates for shipping and delivery to your destination.

Payments
Payment of the shipping rates is always charged with your order. So, if you decide to pay with your credit card, sale price + shipping expenses will be charged together on your credit card.

Order Processing and Delivery Time
All the orders are processed within 24 hours from receiving payment. Please note that not all items in our shop are in stock at the moment you place an order. They need to be handworked on request and take some weeks to be ready for shipping. Effective transit times (from the moment products leave our shop to the moment you get it) may slightly vary from standards if you live in remote places.

World area where we can deliver our products
» Europe
» U.S.A, Canada
» East Europe, Asia
» Mexico, Australia, NZ, Japan
» South America, Africa

Shipping methods available
» Postal Parcel
» Air Mail
» U.P.S.

Discount applied on the shipping price

FROM          TO

501 euro      60%
 
201 euro      45%
 
101 euro      35%
 
 51 euro       20%
 
 20 euro       10%


To get more info about shipping and delivery: info@muranonet.com

Privacy e Secure

Privacy of all our customers and visitors is a matter of serious relevance. For this reason we have adopted policies and procedures to ensure that all your privacy rights are always protected.

According to what act 675/96, art.10 states, we inform you that your personal data are kept in special lists in order to let us fully effectuate all operations concerning e-commerce and our services' promotion.

Data's treatment takes place by means of computerized and manual instruments and with such suitable ways as to guarantee the utmost security and privacy. It consists in all operation fixed by act 1, paragraph 2, letter b of the act.

Besides, we confirm you that your data are not transmitted to third parties, nor are spread.

Moreover, we inform you, that you can at any minute exercise all rights stated by art. 13 of the above mentioned act which lets you ask for a confirmation of your data's existence, of their display, of updating, integration or cancellation, in addition you can ask for further information by writing to the following address: privacy@muranonet.com

The holder of personal data's treatment is:
Marco Polo International II sas
San Marco, 114
30124 Venezia - Italy
Tel: (+39) 041 5225067
Fax: (+39) 041 2770822