Refund policy

1. Return Period & Conditions

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. For orders delivered in multiple shipments, the 14-day period starts from the day you receive the last item of your order.

To be eligible for a return, your item must be in the same condition that you received it, unused, with all original tags, and in its original packaging. Due to the fragile nature of our products, returns sent without original packaging may be rejected or subject to a reduction in refund value. You’ll also need the receipt or proof of purchase.

2. How to Start a Return

To start a return, contact us at shop@storiesofitaly.com.

  • Return Address: Stories of Italy S.r.l. c/o LTS ITALY,Via Primo Maggio 14/A 30030 Maerne di Martellago (VE)

  • Shipping Costs: Unless the item is defective, return shipping costs and insurance are the responsibility of the Customer.

  • International Returns (Non-EU): For returns from outside the European Union (e.g., USA, UK), any original import duties, taxes, or brokerage fees paid at the time of delivery are non-refundable. The Customer must clearly mark the package as "RETURNED GOODS – RELIEF FROM IMPORT DUTY" to avoid additional customs charges at the Italian border. Any customs fees incorrectly charged to Stories of Italy due to improper labeling will be deducted from the final refund.

3. Artisanal Nature & Handmade Variations

Our products are handcrafted by Master Glassmakers. By purchasing, the Customer acknowledges that minor variations in color, tone, slight dimensional differences, or small air bubbles are not defects but distinctive features of the artisanal Murano glass process. Color discrepancies caused by digital screen settings do not constitute a lack of conformity.

4. Damages and Issues

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us within 48 hours with photographic evidence. For shipping damages, please ensure you signed the delivery note with "Subject to inspection" (Riserva di controllo) if the external box appeared damaged.

5. Exceptions / Non-Returnable Items

Certain types of items cannot be returned:

  • Custom Products: Special orders, bespoke colors, or personalized items (pursuant to Art. 59 of the EU Consumer Code).

  • Sale Items & Gift Cards: Unfortunately, we cannot accept returns on sale items or gift cards.

6. European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification, provided the item is in its original condition.

7. Refunds

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note that for international returns, we reserve the right to deduct any unplanned customs duties or damages occurred during the return transit from the total refund amount.