At Alessandro Store, we take immense pride in the artistry and quality of our handcrafted Venetian masks, exquisite Murano glass objects, and luxurious home decor. Each piece is a testament to centuries-old tradition and meticulous craftsmanship. However, we understand that sometimes a purchase may not meet your expectations. To honor your trust in us, we have established a gracious and transparent Returns & Exchanges policy.

Our Policy

We gladly accept returns and exchanges for most unworn, unused items in their original packaging within 15 days of you receiving the shipment. Your satisfaction is our priority, and we aim to make this process as seamless as the creation of our Venetian masterpieces.

Please Note: Due to the delicate, artistic, and often personalized nature of certain items, the following products are final sale and cannot be returned or exchanged:
  • Ceramic Masks & Glass Objects: These fragile artworks are meticulously crafted and are highly susceptible to damage during transit. They are only returnable if they arrived damaged (see below).
  • Gold Collection & Limited Edition Pieces: These are often unique or made-to-order artworks of significant value.
  • Custom or Personalized Orders: Any item specifically commissioned or altered to your specifications.
  • Items marked “Final Sale”.

The Return & Exchange Process

To initiate a return or exchange, please follow these steps carefully to ensure we can process your request promptly.

  1. Submit a Request: Within 15 days of receipt, please email our customer service team at [email protected] using the template provided below. Include your order number and reason for return.
  2. Wait for Authorization: Our team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions. Please do not ship any items back without this authorization.
  3. Package Securely: Carefully repackage the item in its original, protective packaging and include all certificates of authenticity and tags. We recommend using a tracked and insured shipping service for your protection.
  4. Ship to Us: Mail the authorized return to the address provided in your instructions. Please note that original shipping costs are non-refundable, and you are responsible for the return shipping costs unless the item is faulty or incorrect.

Refund Information

Once we receive and inspect your returned item, we will notify you of the status of your refund.

  • Timing: If approved, your refund will be processed within 5 business days, and a credit will automatically be applied to your original method of payment (Visa, MasterCard, JCB, or PayPal).
  • Delivery: Depending on your card issuer’s policy, it may take 5-10 business days for the refund to be reflected on your statement.
  • Exchanges: For exchanges, we will ship the new item once the original return is received and inspected. Standard shipping fees will apply for the new shipment.

Damaged or Incorrect Items

We deeply regret if your treasure from Venice arrives damaged or incorrect. In this rare instance, please contact us immediately at [email protected] with your order number and photos of the damaged item and its packaging. We will arrange a replacement or full refund at no extra cost to you, including covering return shipping.

Return Request Email Template

To expedite your request, please use the following template when contacting us.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Alessandro Store Customer Service Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Product Name: [Name of the Product] Reason for Return/Exchange: [Please provide a brief explanation] I have read and understood the Returns & Exchanges policy on your website. Thank you for your assistance. Sincerely, [Your Full Name] [Your Phone Number]

We are committed to ensuring your experience with Alessandro Store is as elegant and refined as our products. Thank you for allowing us to bring a piece of Venetian artistry into your home.

With gratitude,
The Team at Alessandro Store