Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at Hi@croiaglass.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at Hi@croiaglass.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
We take great care in packaging your glass items to ensure safe delivery. However, if your order arrives damaged during transit, don't worry—we will gladly offer you a full refund or a free replacement.
How to File a Claim
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Take Photos: Within 7 days of delivery, please take clear photos showing:
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The damaged item(s)
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The shipping box and label
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Contact Us: Send the photos along with your Order Number to our customer support team at Hi@croiaglass.com.
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Choose Your Solution: Once verified, we will immediately process your choice of:
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Full Refund (credited back to your original payment method)
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Free Replacement (shipped out as a priority)
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Important Note:
Clear photo documentation is strictly required for all damage claims to verify the issue and process carrier insurance. We are unable to issue refunds or replacements without photos.
Minor handcrafted characteristics (such as tiny air bubbles or slight variations) are natural to glassware and are not considered damage. If you receive an item with a major defect, please contact us with photos for support.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.