Refund policy
At VIXEUM, we are committed to providing a clear, transparent, and reliable shopping experience. We offer decorative Venetian-inspired and Murano-style glass products through a trusted supplier and fulfillment partner network. Please read this Return and Refund Policy carefully before placing an order.
30-Day Return Policy
You have 30 days after receiving your order to request a return.
To be eligible for a return, the item must be:
- Unused and in the same condition as received
- In its original packaging
- Free from damage caused after delivery
- Accompanied by proof of purchase or order confirmation
To request a return, please contact us first at sales@vixeum.co.
Important: Returns must not be sent to our business address unless we specifically instruct you to do so. As some items are shipped through third-party fulfillment partners, the correct return address may vary depending on the product origin and warehouse location.
Once your return request is approved, we will provide the correct return address, packaging instructions, and a prepaid return shipping label where applicable.
Return Shipping Costs
Return shipping costs are covered by us or our fulfillment partners for approved returns. Customers are not required to pay return shipping charges for approved eligible returns.
Shipping / Delivery Policy
Orders are usually processed within 1–3 business days after payment confirmation.
Estimated delivery times may vary depending on destination and supplier warehouse location:
- France / EU: approximately 5–12 business days
- United Kingdom: approximately 5–12 business days
- International destinations: approximately 7–18 business days
Some orders may be shipped directly by our fulfillment partners or suppliers. We remain responsible for customer service, order support, and resolving delivery issues.
Delivery estimates are not guaranteed and may occasionally be affected by customs processing, weather conditions, carrier delays, or high seasonal demand.
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery at sales@vixeum.co with your order number and clear photos of the issue.
We will review the case promptly and offer an appropriate resolution, which may include:
- Replacement item
- Partial refund
- Full refund
Handcrafted Product Notice
Many of our decorative glass products are handmade or artisan-finished. Minor variations in shape, color tone, pattern, bubbles, or texture may naturally occur and are considered normal characteristics rather than defects.
Non-Returnable Items
The following items are generally non-returnable unless damaged, defective, or incorrect:
- Custom-made or personalized products
- Used items
- Items damaged after delivery
- Gift cards
- Final sale or clearance items clearly marked as non-returnable
Order Cancellation
Orders may be cancelled within 12 hours of purchase if processing has not yet begun. After this time, cancellation may not be possible because orders are prepared quickly through our supplier and fulfillment network.
Exchanges
If you would like a different item, the fastest option is to request a return (if eligible) and place a new order.
European Union 14-Day Cooling-Off Period
If your order is delivered within the European Union, you may have the legal right to cancel or return your order within 14 days of delivery for any reason, subject to applicable consumer law.
Returned goods must remain unused, in original packaging, and in resaleable condition.
Refunds
Once your returned item is received and inspected, we will notify you whether your refund has been approved.
If approved, refunds will be issued to the original payment method within 10 business days. Please note that your bank or payment provider may require additional time to process the transaction.
If more than 15 business days have passed since approval of your refund, please contact us at sales@vixeum.co.
Business Information
Trade name: VIXEUM
Registration No.: 104142062
Email: sales@vixeum.co
Address: 254 RUE VENDOME, 69003 LYON 3EME, France