Shipping & Returns
Made-to-Order Craftsmanship + Lead Times
Most PromilleoGlass® pieces are made to order and many are personalized. Build time depends on size and customization.
Typical production times (before shipping):
Small pieces: 3–5 business days
Medium pieces: ~1 week
Large pieces: 1–2 weeks
If you have a deadline or ceremony date, email us before ordering and we’ll confirm what’s realistic.
Contact: Info@promilleoglass.com
Shipping
United States
Shipping options and rates are shown at checkout.
Tracking is provided when your order ships.
High-value shipments may require signature confirmation for security.
International
If international shipping is available for your item, options will appear at checkout.
Buyers are responsible for any duties, VAT, taxes, and import fees required by the destination country.
Address Accuracy
Please verify your shipping address at checkout. If you need to change an address, contact us immediately. Once a label is created or the order has shipped, changes may not be possible.
Returns, Exchanges, and Cancellations
Custom / Personalized Orders
Because most PromilleoGlass® products are custom-made or personalized, custom/personalized orders are final sale and are not eligible for return or exchange.
If we made an error, or your order arrives damaged/defective, we will make it right. See Damage Claims below.
Non-Personalized (Stock) Items
If an item is not personalized and is eligible for return, you may request a return within 14 days of delivery.
To qualify:
Item must be unused, in original condition, and in original packaging
Return shipping is the customer’s responsibility
Original shipping charges are non-refundable
Refunds are issued to the original payment method after the return is received and inspected.
Order Changes & Cancellations
We begin work quickly once an order is placed.
Requests to cancel or change an order must be submitted as soon as possible
If production has started, cancellations or changes may not be possible
Damage Claims (Important)
If your item arrives damaged, contact us within 48 hours of delivery so we can resolve it quickly.
Email Info@promilleoglass.com with:
Your order number
Clear photos of:
The damage
The item from multiple angles
The outside of the box
The inside packaging materials
Do not discard the packaging until the claim is complete. Carriers may require packaging for inspection.
We will respond with next steps (replacement, repair, or claim resolution depending on the situation).
Returned Packages / Undeliverable Shipments
If a package is returned due to an incorrect or incomplete address, or refusal of delivery:
The customer is responsible for any re-shipping costs
Custom/personalized items remain final sale
Contact
Questions, deadlines, or issues with delivery?