RETURNS AND EXCHANGE POLICY
- LEGAL DISCLAIMER: If you think you'll need to return a piece for any reason, contact us immediately and before using it.
BROKEN OR DAMAGED ITEMS
If your order arrives broken or damaged, just shoot RetailSupport@IlluminatiGlassNY.com a picture of the item next to your package with the shipping label visible. You have 7 days to report the breakage. Once we’ve had a chance to look it over, we’ll issue a replacement as soon as possible.
LEGAL NOTE: Please dispose of all broken glass carefully and responsibly. Illuminati Glass is not liable for any harm inflicted by broken glass products.
If an item or component from your order is missing from the box upon arrival, please email RetailSupport@IlluminatiGlassNY.com with your order number and a description of what’s missing. You have 7 days to report a missing item. Once the shortage is confirmed, we’ll issue a replacement as soon as possible. However, if you're claiming your entire package was never delivered or was stolen from your doorstep and UPS tracking information shows it was delivered correctly, you'll need to file a claim with UPS and submit a police report for stolen mail before we process a replacement. If you would like your package to be shipped with a signature requirement, please reach out to RetailSupport@IlluminatiGlassNY.com to request that.
If you receive something other than what you ordered, just shoot RetailSupport@IlluminatiGlassNY.com a picture of the item next to your package with the shipping label visible. You have 7 days to report an incorrect item. Once the error is confirmed, we’ll issue a replacement as soon as possible.
A defect is anything that interferes with the intended function of the piece, including:
Decals that flake or rub off, have holes, or are severely crooked or malformed
Unusual fragility (if you drop glass on the ground and it breaks, that is not unusual)
You have 1 month to report a defect in a piece you’ve ordered from Illuminati-Glass.com. Please email RetailSupport@IlluminatiGlassNY.com with your order number and a description of the defect. We will ask you to send us a picture or video. Once the defect is confirmed, we’ll issue you a store credit for the value of the piece.
If you think the defect is fixable and you want us to help diagnose or resolve the issue with you, please contact us at RetailSupport@IlluminatiGlassNY.com so we can go over the issue!
Most of our products are handblown glass, and some of their dimensions may vary from unit to unit. Please keep in mind that some minor aesthetic defects fall within our acceptable quality standards and will not be eligible for replacements or refunds.
- ILLUMINATI PRODUCTS ORDERED FROM AUTHORIZED RETAILERS If you have bought a product manufactured by Illuminati Glass from another retailer (either a physical store or an online retailer), you should file your claim with the Authorized Retailer that you have purchased it from. You have 1 month from the time of your purchase to report the defect to your Authorized Retailer. Our Authorized Retailers reserve the right to refuse replacement if they believe the item did not leave their shop in the condition it was brought back in. We do not service claims for product purchased from certain online marketplaces - Amazon, eBay, CraigsList, etc. - due to the amount of knockoffs and counterfeits on those sites and the high number of fraudulent retailers. If you have a claim on an Illuminati Glass product purchased from one of these marketplaces, please reach out to that vendor for a resolution. If your Authorized Retailer is refusing a return and you feel that your item qualifies for a replacement please contact us at RetailSupport@IlluminatiGlassNY.com so we can see if we can work out a solution for your issue!