Return Policy

Return & Refund Policy

Last updated: August 2026

Overview

Sarah Customs is a handmade glass art studio based in Vietnam, shipping worldwide. Because every piece is individually crafted to order using the Tiffany copper foil technique, all sales are final except in the cases described below.

Return Window

Return requests must be submitted within 30 days of the delivery date. Requests submitted after this window will not be accepted.

Eligible Returns

We accept return or replacement requests only in the following cases:

  • The item arrived damaged during shipping.
  • The item received is defective or has a manufacturing fault.
  • You received the wrong item (not what you ordered).

We do not accept returns for:

  • Change of mind or buyer's remorse.
  • Incorrect size expectations or color preference after ordering.
  • Items that have been used, altered, or damaged after delivery.

How to Start a Return

To initiate a return or claim, please contact us at sarahcustoms.official@gmail.com with:

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

Do not send items back without contacting us first. Returns sent without prior approval will not be accepted.

Return Shipping

If the return is approved due to our error (damaged, defective, or wrong item), we will send a replacement item at no additional product cost. Please note that return shipping costs and replacement shipping costs are the customer's responsibility unless otherwise agreed.

Refunds

Once your return is reviewed and approved, a refund will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at sarahcustoms.official@gmail.com.

European Union – 14-Day Cooling-Off Period

If you are located in the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification, in accordance with EU consumer law.

To be eligible, the item must be:

  • In the same condition as received (unused and unaltered).
  • In its original packaging.
  • Accompanied by proof of purchase.

To start a return, contact us at sarahcustoms.official@gmail.com.

Non-Returnable Items

The following cannot be returned or refunded:

  • Custom or personalized orders (unless defective or damaged).
  • Items on sale or purchased with a discount code (unless defective or damaged).

Contact Us

For any questions about your order or this policy, please reach out to us: