FAQs

Frequently Asked Questions

🛍️ Orders & Products

Are your products really handmade?

Yes! Every piece at Sarah Customs is individually handcrafted using the traditional Tiffany copper foil technique. No two pieces are exactly alike — each one is a unique work of art made with care in our studio in Vietnam.

Can I request a custom order?

Absolutely! We love creating custom pieces. Please contact us at sarahcustoms.official@gmail.com with your idea, preferred colors, size, and any reference images. We'll get back to you with a quote and timeline.

How long does it take to make my order?

Since each item is made to order, please allow 5–10 business days for production before shipping. Custom orders may take longer depending on complexity — we'll confirm the timeline with you before starting.

Will my item look exactly like the photo?

Because everything is handmade, there may be slight variations in color, texture, or pattern compared to the product photos. This is part of the charm of handcrafted art! If you have specific requirements, please reach out before ordering.

🚚 Shipping

Do you ship worldwide?

Yes! We ship internationally from Vietnam to customers all over the world.

How long does shipping take?

  • United States: 7–25 business days
  • International: 10–30 business days

Delays may occur due to customs clearance or peak seasons.

Will I receive a tracking number?

Yes, a tracking number will be emailed to you once your order has been dispatched. Please allow 1–2 business days for tracking information to update.

Are there import duties or customs fees?

Import duties and taxes may apply depending on your country's regulations. These fees are the buyer's responsibility and are not included in the product or shipping price. We recommend checking with your local customs office before ordering.

↩️ Returns & Refunds

What is your return policy?

Due to the handmade nature of our products, all sales are final. However, we do accept return or replacement requests within 30 days of delivery if your item arrives damaged, defective, or incorrect. Please visit our Return Policy page for full details.

My item arrived damaged. What should I do?

We're so sorry to hear that! Please contact us at sarahcustoms.official@gmail.com as soon as possible with:

  • Your order number
  • Photos of the damaged item and packaging
  • An unboxing video (required for damage claims)

If the damage is confirmed, we will send a replacement at no extra product cost.

Can I cancel my order?

Orders can be cancelled within 24 hours of purchase, before production begins. After that, cancellations are not possible as your item will already be in progress. Please email us immediately at sarahcustoms.official@gmail.com if you need to cancel.

✨ Product Care

How do I care for my stained glass piece?

To keep your piece looking beautiful:

  • Wipe gently with a soft, dry cloth to remove dust.
  • Avoid prolonged exposure to direct rain or moisture.
  • Do not use harsh chemical cleaners.
  • Handle with care — glass is fragile!

Can I hang it outdoors?

Our suncatchers are designed primarily for indoor use near windows to catch natural light. If used outdoors, please ensure they are sheltered from rain and extreme weather to preserve the copper foil and glass.

📩 Still Have Questions?

We're happy to help! Reach out to us anytime:

We typically respond within 1–2 business days.