Dear Esteemed Patron,

At Alessandro Store, we are dedicated to bringing the timeless artistry and splendor of Venice directly to your home. Each handcrafted mask, exquisite Murano glass object, and piece of luxurious home decor is a story waiting to be part of your own. To ensure your experience with us is as refined and seamless as our creations, we have outlined our shipping and returns policy below.

Shipping Information

We strive to process and dispatch your cherished items with the care and attention they deserve.

Order Processing: All orders are carefully hand-packed and prepared for shipment within 1-2 business days of payment confirmation.

Shipping Methods & Delivery Timelines: We offer two reliable shipping options to serve you better:

  • Standard Shipping: Shipped via DHL or FedEx.
    • Delivery typically occurs within 10-15 business days after dispatch.
    • A flat fee of $12.95 applies to all orders.
  • Free Shipping: Shipped via EMS.
    • Delivery typically occurs within 15-25 business days after dispatch.
    • This option is automatically applied to all orders over $50.

Please note: The above delivery times are estimates and may be subject to variations due to customs procedures and carrier schedules. We ship globally but are unable to deliver to select remote locations and parts of Asia.

Our Returns & Exchanges Policy

Your complete satisfaction is our utmost priority. We gladly accept returns and exchanges for most unworn, unused items in their original protective packaging within 15 days of you receiving the shipment.

Please Note: Final Sale Items
Due to their delicate, artistic, and often personalized nature, the following cherished items are considered final sale and cannot be returned or exchanged:
  • Ceramic Masks & Glass Objects: These fragile artworks are highly susceptible to damage during transit.
  • Gold Collection & Limited Edition Pieces (e.g., Balls Limited Edition): 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.
  • Any item explicitly marked “Final Sale”.
The only exception is if these items arrive damaged or incorrect (see below).

The Return & Exchange Process

To initiate a return or exchange, please follow these steps carefully to ensure we can assist you promptly and gracefully.

  1. Submit a Request: Within 15 days of receipt, please email our dedicated customer service team at [email protected]. Please use the provided template below and 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. Include all certificates of authenticity, tags, and documents. For your protection, we highly recommend using a tracked and insured shipping service.
  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 to our financial department within 5 business days. A credit will be automatically applied to your original method of payment (Visa, MasterCard, JCB, or PayPal).
  • Delivery: Depending on your card issuer’s or PayPal’s policies, it may take an additional 5-10 business days for the refund to be posted to your account 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 not in perfect condition. In this rare instance, please contact us immediately at [email protected] with your order number and clear photographs of the damaged item and its packaging. We will swiftly arrange for a replacement or a full refund at no extra cost to you, including covering the 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]

Body:
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