Shipping policy

📦 Shipping Policy — Gratvol Glass

At Gratvol Glass, every piece of stained glass art is handcrafted with care and shipped with the utmost attention to safety. Please review the shipping policy below to understand how we handle delivery, tracking, and returns.

🌍 Shipping Destinations

We currently ship to:

  • All countries in the EU

If your country is not listed, feel free to reach out — we may still be able to help.

🚚 Carriers and Delivery Options

All orders are shipped via UPS, using live rates calculated at checkout. You can select the shipping option that best suits your needs from the available UPS tariffs.

📦 Order Processing & Fulfillment

  • Orders are shipped once a week, on Mondays.
  • You will receive a tracking number by email as soon as your order is shipped.
  • Please note that delivery times depend on your location and the UPS service you select.

🛡️ Packaging

Your stained glass artwork will be packaged as safely and securely as possible to prevent damage in transit. We understand the delicate nature of our pieces and always strive to ensure they arrive in perfect condition.

💸 Shipping Costs

  • Shipping costs are not included in the item price and are calculated automatically at checkout using UPS live rates.
  • We do not offer free shipping at this time.

🌐 Customs, Duties & Import Taxes

  • All international customers are responsible for any customs fees, duties, or import taxes imposed by their country.
  • Gratvol Glass is not liable for any delays caused by customs processes.

📬 Lost or Damaged Packages

📦 Damaged Items

If your order arrives damaged, we offer a full refund, including delivery costs — but only if the damage can be clearly proven.

To ensure eligibility:

  • Please record a video while opening the package to show the condition of the item upon arrival.
  • If no proof is provided, we cannot issue a refund, as we are unable to confirm whether the item was damaged during shipping or afterward.

❌ Lost Packages

  • If a package is lost due to courier error, we will issue a full refund.
  • If a package is held or returned due to unpaid customs fees or recipient inaction, we cannot issue a refund.

🔄 Returns & Exchanges

General Items

  • You may return non-custom items if they arrive undamaged, and you contact us within 14 days of delivery.
  • In this case, the buyer covers return shipping costs.
  • Refunds will be issued once the item is received in its original condition.

Custom Orders & Commissions

  • Custom and commissioned pieces are non-refundable and cannot be returned, as they are made specifically for the client.

Damaged Items

  • For damaged items (with proof), a refund will be issued — no return necessary.

🛠️ Pre-Orders & Custom Work

We gladly accept pre-orders and custom commissions. If you place a custom order, you’ll receive a clear timeline for production and shipping before payment is finalized.

🎄 Holiday Shipping

We do not currently have any special holiday policies. If this changes, updates will be posted on our website and social media pages.

If you have any questions or special shipping requests, feel free to contact us before placing your order. We're happy to help!