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Frequently asked questions
- 1. Can I cancel an order or return a product after I received it?
Yes. Under European Union Distance Selling Regulations, you have the
right to cancel the contract for the purchase of any of these items within a
period of 7 working days, beginning with the day after the day on which the
item is delivered. To cancel this contract and return the product please contact Murano-Lite
customer services within 7 working days after the date
that the item was delivered to you.
You will be expected to pack the relevant item securely and send it to us
with our delivery documentation.
For your protection, where you are returning an item to us, we recommend
that you use a recorded-delivery service. Please note that you will be
responsible for the costs of returning the goods to us unless we delivered the
item to you in error or the item is faulty. If we do not receive the item back
from you, we may arrange for collection of the item from your residence at your
cost.
Please also note that you will be responsible for the costs of collection in
the event that our specialist courier service collects a large item from you to
return to us.
When we receive notice of your cancellation of this order, we will
refund the relevant part of the purchase price for that item as soon as possible and in any event within 30 days of your cancellation. Your notice of cancellation of an order can be notified in writing or any other durable
medium. Please send it by email to info@murano-lite.com or by mail to: Felix-Mottl Str 48/1/3
1190 Vienna
Austria
- 2. How long does it take to make a chandelier?
The average delivery time for a medium sized chandelier is 6 weeks from the moment your deposit (50%) has reached us. However, please bear in mind that Murano chandeliers are all hand made works of art and there can be differences in time needed. Especially the following factors will extend the delivery time:
- As a rule of thumb, the larger and the more ornate your chandelier, the more time it will take to make. For products in Rezzonico style add 30% more time.
- Any special orders and changes to the original design will result in time increase (colours other than specified, unusual finishing, other kind of bulbs etc)
- The whole of December is a particularly busy time for all glass factories. If you wait with placing your order until this time you will most probably not receive your chandelier before Christmas.
- In August all glassblowing factories close completely. This is due to the immense heat blasting from the furnaces, which becomes simply too much to bear for the glass blowers when coupled with the heat of an Italian summer.
- 3. How should I pay and what are my payment options?
When you place an order for one of our products you need to make an advance payment of 50% of the purchase price. This can be done using credit card or by bank transfer. Please bear in mind that if you pay by credit card your payment may take a few more days to reach us.
You will receive confirmations by email of both the order and the payment once it has reached us.
Once your order has been hand crafted and is ready for delivery, we will inform you by email that your second payment is due. As soon as the second payment has reached us, your chandeliers will be despatched to the address you indicated in your order. We will inform you of this and again confirm both the despatch and our receipt of your second payment by email.
Should you decide to pay by credit card then your card will be debited immediately after your card has been authorised for payment. This step starts after clicking the ‘Proceed to Payment’ button in the checkout step. After completed payment you will receive by email an order confirmation with a pro-forma invoice attached.
Should you wish to pay by bank transfer, please use the banking details from the pro-forma invoice that will arrive by email immediately after you click the "Proceed to Payment" button. You will need to arrange to make the bank transfer to the beneficiary, bank and account indicated there.
- 4. What happens if my chandelier arrives damaged or incomplete?
- All of our chandeliers are very carefully packed so that there is almost no possibility of damage in transit. When the products arrive please sign the bill with the following clause: "I ACCEPT THE GOODS UNDER RESERVE OF LATER EXAMINATION". Should the parcel appear damaged or mishandled in any way, please inspect the contents in the presence of the deliverer. From the moment you accept the goods you have strictly 7 days to inspect them and report any damage or omissions. Should there be any missing or damaged parts then we have arrangements in place with all of our manufacturers in Murano to replace them immediately and FREE OF CHARGE.
- 5. Can I order a chandelier that is customised from one of your products or can I order a custom designed chandelier?
- Absolutely. We are happy to accept custom orders and we have plenty of experience of working with our Murano manufacturers on unique design projects. Just contact us and we will arrange for one of our designers to contact you to discuss your specific requirements and design ideas.
- 6. How should I decide which size and shape of chandelier will fit?
- At the bottom of this page you will find our free of charge guide: ‘How to select the right chandelier for your interior’. This guide is full of useful tips, in particular covering the appropriate dimensions for a chandelier relative to the room in which it will be used and the location within the room where it will be placed.
If you need any further help please feel free to contact any of our sales agents who will be happy to assist you.
- 7. Is there a showroom or a shop where I can see the chandeliers in person?
- Murano-Lite is an internet only store. We have implemented sophisticated technology to make your shopping experience far more satisfying than a traditional shop.
We have well over 2,000 products. There is not a shop or showroom in the world that carries even 20% of this amount. In addition you can use our Smart Search to narrow down to a selection of chandeliers that match your requirements precisely. You can talk to our sales agents and designers by phone, skype or instant messaging.
All of our product images are genuine images supplied by the manufacturers so you can be confident that what you see is what you get. These are the same photos that can be seen in the manufacturers' catalogues.
Furthermore, by operating only online we have extremely low overhead costs. This allows us to bring to you guaranteed top quality products at the best prices possible and remember, you have a 100% money back guarantee!
- 8. Can I purchase chandeliers for resale or for special commercial projects?
- We regularly work directly with interior design companies and architects for both residential and commercial space such as hotels and office reception areas. Many of them come to us for repeat business. Of course for these Business-to-Business transactions we offer special discounts and terms. Just contact us and we will allocate you a personal B2B Account Manager.
- 9. How is it possible to ship such brittle goods as glass chandeliers?
The chandeliers are packed in an incredibly safe way. All glass parts are separated and meticulously attached to rigid cardboard sheet using special wire. All elements are well spaced and have no chance to come in contact with one another. The cardboard sheets are then arranged in large solid crates or boxes in separated layers, very generously interspersed with polystyrene balls. This is a really bulky cargo but relatively to its size surprisingly lightweight!
DO NOT USE A KNIFE OR ANY SHARP OBJECTS IN A WAY THAT COULD PENETRATE THE CONTENT OF THE BOX. DO NOT RIP OR TEAR. DO NOT APPLY ANY FORCE. BE AS GENTLE AS YOU POSSIBLY CAN.
Additionally, all shipments are insured by our courier company. Should your chandelier arrive damaged, please contact us immediately (at the latest 7 days after delivery) and we will send you replacement parts free of charge.
- 10. Who can I contact to install my chandelier?
- The installation of most our chandeliers is relatively uncomplicated and many of our customers install their chandeliers themselves according to the instructions for assembly provided by the manufacturer. In case you do not wish to do this, please find a local installer or a qualified electrician experienced in the installation of chandeliers.
- 11. How can I be sure that the products sold by Murano-Lite are genuine products and that they are manufactured in Murano and Venice in the traditional way?
- We only sell genuine products. Every chandelier comes with either a certificate of authenticity from the manufacturer direct or with the ‘Vetro Artistico Murano’ official seal attached to it. Please note that not every manufacturer is a member of Vetro Atristico Murano hence the existence of certificates of authenticity from those who are not.
It is important to note that we know all of the manufacturers that we work with personally, many of them are in fact small family businesses. Our close relationships with them mean not only that we can have complete confidence that our products are genuine, but also that we can keep abreast of the latest methods and channels used by counterfeiters and thus avoid them.
- 12. What are the shipping costs in and outside of European Union?
Within European Union we cover he costs of delivery of all our chandeliers. If you want to have your goods delivered outside of EU, please contact us directly before placing an order on the website. We will collect all the information needed to deliver to the country you specified and get back to you as soon as possible.
- 13. Can the chandeliers on your website be ordered in other colours than specified on your website?
Since the vast majority of our products are hand made, it is theoretically possible to order any products in any colours you might wish. At Murano-Lite we are always happy to go the extra mile for our customers. However, depending on the extent of the changes you want to introduce to the design, some manufacturers might charge about 10% of the product price to cover the extra efforts and possible time delays. Please contact us so that we can ask your question at the source. We will get back to you as soon as possible.
- 14. At what point during the ordering process do I enter into a binding contract?
By pressing the button ‘SUBMIT ORDER AND PROCEED TO PAYMENT’ you are confirming your order and entering into a contract to purchase the selected products.
- 15. What security do I have that Murano-Lite can be trusted to deliver my order?
We have built your Murano-Lite experience in a way that is designed to give you the maximum transparency, so that everything about your transaction is open, honest and clear. In addition Murano-Lite complies with all of the current European legislation concerning data protection & online commerce.
This compliance is strictly audited and as a confirmation of this Murano-Lite carries the seal of Trusted Shops. This means that you can be completely confident in the security and integrity of your business with Murano-Lite. Trusted Shops certification also means that you can claim from them a refund in case the products that you have ordered do not arrive. To see our Trusted Shops certificate click on the Trusted Shops seal that can be found in the upper right corner on every page of our website.
- 16. Why is your VAT rate only 15%? Isn't it a mistake?
- No. To the great benefit of our customers, our company is registered in Cyprus where the VAT rate is indeed only 15%.
- I have another question, how can I contact Murano-Lite?
- Please feel to contact us using any of the methods shown on top of each single page of this website. If you call out of normal business hours you may be diverted to a voice mail system. Please do leave your name and number in this case and we will get back to you as soon as possible.
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