Have a Question about our website?

Please check the Frequently Asked Questions below:

General

Do I have to create an account to Purchase from Murano Studio’s?

Yes, this allows you to be able to view your saved details after you’ve placed your order will and will mean a more efficient process.

What are the advantages of setting up an account?

Having an account not only speeds up the order process, but will also enable you to view your order history; save your personal details as well as create and view your favorites.

What are the benefits of a wishlist?

This service is available exclusively to registered users of the Murano Studio’s Online Shop.  Your Favorites List can be saved for later or as gift ideas. Items in your Wish List can be purchased at any time by moving them into your Shopping Cart. Please note that the prices of products are subject to change.
Also note that certain products are subject to availability and seasons.

How does Murano Studio’s protect my personal data?

All communication is encrypted, preventing any third parties from viewing your personal information. This is symbolized by the lock symbol in the corner of your browser window.

Your payment information is only used on certified, third party payment platforms – we do not have access to any of it, so it is impossible for us to view it, or to have it stolen from us.

I am having technical difficulties, what do I do?

We recommend that you have the latest version of your operating system e.g. Windows, OSX and browser e.g. Safari, Firefox, Internet Explorer. If you are still experiencing issues then please contact us via email.

Please provide us with the following:

  • Details about the problem
  • Screen shots of the error message
  • Which web browser and version you are using

Click on the help tab, and report you issue, we will have one of experts take a look and resolve the problem.

How do I change my account details?

Visit My Account Page to edit your details.

I want to change my email address or password, how do I do it?

Visit My Account Page to edit your details.

I have forgotten my password

To retrieve your password, please click on the retrieve password link on the login page and we will email you a password reset email.

Exchange
& Return

What is Murano Studio’s exchange and return policy?

All purchases made on this website can be returned for an exchange provided the return slip corresponds to the registered purchaser within 30 days of delivery. (Christmas gifts can be exchanged or refunded until January 15th).

We will refund or credit the value of the item within 10 days of us receiving it.

Shipping charges are non-refundable, however, if the return is a result of our error, we will of course refund the shipping as well.

What are the products guarantee period and terms?

Items purchased through www.muranostudios.com are subject to a two year, warranty against manufacturing defect and will be exchanged within this period of time if necessary.

This means that you can return product’s which have faults or imperfections within two years from the date of purchase, given that these are not caused by improper use of the product or natural wear and tear.  Proof of purchase is required to validate any exchange or return.

What are the products guarantee period and terms?

Product Guarantee

Items purchased through www.muranostudios.com are subject to a two year, warranty against manufacturing defect and will be exchanged within this period of time if necessary.

This means that you can return product’s which have faults or imperfections within two years from the date of purchase, given that these are not caused by improper use of the product or natural wear and tear.  Proof of purchase is required to validate any exchange or return.

How to return an order?

Please pack your order, enclose the returns form and place it in a protective envelope/package. Please mark the parcel with ”returned items”. We recommend insurance for safe arrival.

Please assist us by indicating the reason for the return or exchange in your email when notifying us.

Please e-mail us at support@muranostudio.com to notify us of your intention to return the goods and provide us with details of the postage or courier tracking number.

An email with a reply will be sent to you with the destination address for your return.

Purchases &
Payment

How do I use a gift voucher ?

Upon check out you will have the option of paying with your gift card.

Enter the unique code into the allocated space en proceed to finalize purchasing your product.

Can my order be order as a gift and wrapped?

Yes upon adding the item of your choice to the shopping cart please select the gift wrapping option.

There will be an additional charge. Please enquire first!

Can I add a personal message to my gift?

Yes, Please type your message in the ‘additional info’ text box when you place your order.

Can my gifts shipping address vary from the billing address?

Yes, it may you will have the opportunity to add a billing address and a shipping address, please make sure that you fill it out with the correct address details in the given slots, when you reach that stage of the checkout process.

What payment options are there?

You can pay via Payfast or PayPal. Please follow these links to their website for more information on how it works and for their T&C’s.

www.payfast.co.za

www.paypal.com

Orders

Where is my order?

How can I cancel or change my order?

All orders placed are processed very quickly to ensure that your items reach you as soon as possible. Once you have received your dispatch confirmation email, it will be too late to prevent your order from being dispatched to you.

If you would like to cancel your order before you have received your dispatch confirmation email, you must contact the Sales Department as soon as possible via email sales@muranostudios.com.

How long will it take for me to get my order?

Murano Studios will dispatch your order the moment it is completed.  This process should take no longer than 10 working days.

How do I know if my order has been shipped?

You will receive an e-mail notification.

How do I place an order?

To place an order please select your desired item(s) and add to your shopping basket. Once you are satisfied with your selection, follow the instructions on the checkout page to complete your order. As soon as you confirm your order, an automated e-mail confirmation will be sent to you.

How can I pay for my order?

You can pay using Visa, Maestro, MasterCard and PayPal. These payment methods are all 100% secure. All submitted personal and payment information is encrypted and secure. Payments are managed by Pay fast / PayPal, our business partner.

What happens when I have placed my order?

Once you have placed your order, you will receive an email notification to confirm this. All personal and payment information will be verified and if there are any issues we will contact you.

How do I track my order?

When you place an order and it is dispatched you will receive an email with a tracking number. Please use the tracking number to locate your parcel on the Courier website. Please note that you will not be able to track your order until the day after you receive your tracking information.

Can I amend my order?

All orders placed are processed very quickly to ensure that your items reach you as soon as possible. Once you have received your dispatch confirmation email, your order cannot be amended.

If you would like to amend your order before you have received your dispatch confirmation email, you must contact the Sales department as soon as possible via email sales@muranostudios.com.

My payment has been declined

Please check your card details in your account to make sure the information is correct, e.g. the expiry date or your billing address.

Make sure that you enter the security code correctly – the three digit number on the back of your card.

Your payment may have been declined by your bank – please check this with your bank.

If you’ve checked all of the above, we suggest you try paying with another card.

If I order something that is no longer in stock what will happen to my order?

The order will still come through to us but we will be producing one especially for you.  Please note that this can delay dispatch times over holidays and Christmas Season.

Shipping

Can I change my shipping/delivery address after I have placed an order?

If you have provided an incorrect shipping/delivery address when placing

Whilst the Sales Department will always attempt to amend your shipping/delivery address for you prior to dispatch, this may not be possible due to the speed with which orders are processed. If the Sales Department is unable to amend your shipping/delivery address and the products are dispatched to the address you originally provided when placing the order, it is likely that the delivery will be refused, in which case your order will be returned to the Murano Studio’s and processed for a refund. your order, you must contact the Sales Department as soon as possible.

Delivery

Is my order on its way to me?

When your order has been dispatched you will receive a confirmation email with your tracking number. Click the link to locate your parcel. Please note that you will not be able to track your order until the day after you receive your tracking information.

How do I track my order?

When you place an order and it is dispatched you will receive an email with a tracking number. Please use the tracking number to locate your parcel on either the Aramex website. Please note that you will not be able to track your order until the day after you receive your tracking information.

Jewellery
Materials

Does any of the Jewelry contain nickel?

No, there is no nickel in any Murano Studio’s product.

Why does my silver inserts of the beads become black?

Any piece of jewelry will begin to oxidize over time, as they are exposed to oxygen. As a result they will become black. Simply clean them with liquid soap and a soft toothbrush or polish them with a soft polishing cloth to bring back the silver shine. Do not use chemicals!

How are the glass charms made?

See video insert

Can you custom make a bead for me?

Yes it is possible.   Please contact our sales division in this regard and they will send you a quotation.
sales@muranostudios.com 

Compatibility

Will my beads from other major brands fit Murano Studio’s bracelet?

Yes, they will, the bracelet is design as such.

Will Murano Studio’s beads fit on to my bracelet?

Yes, Murano Studio’s Beads is designed as such that it will fit onto your existing bracelets of all Major brands