FAQs
Disclaimer:
These FAQs offer practical guidance and immediate answers to the most common questions. For the complete framework, you'll find the Terms and Conditions at the bottom of the site.
CONTENTS
Sizing and care · Registration and account · Purchases · Shipping · Returns and refunds · Security and privacy · I have other questions...
Sizing and care
How do I take my measurements?
Size guide
How do I look after my jewellery?
Jewellery care
Registration and account
How do I buy from the shop?
Just add the products to your basket and go to checkout. Enter your details and complete the payment.
Do I need an account to place an order?
No, you don't. You can complete your purchase without logging in or registering.
Why don't I have a username and password?
We use a temporary code sent by email instead of the usual password: nothing to remember, nothing to lose.
How do I access my profile?
You'll find the profile icon at the top right on a computer; on mobile, open the menu and select "Log in". Enter your email and you'll receive a temporary code to get in.
I haven't received my temporary code, what should I do?
Check your spam folder as well, or try again in a few minutes. If the problem persists, write to us.
What's the point of logging in if it isn't compulsory?
From there you can review the status of your orders, update your details and addresses, and handle returns and cancellations yourself.
How do I delete my account?
Write to us and we'll take care of it.
Purchases
Do you sell jewellery that's ready to ship?
Most of our jewellery is made to order, specially for you. When they're available, you'll also find ready to ship pieces, marked as such in their own section.
Can I request a personalised piece?
Of course. Write to us with your idea: it starts with an initial chat, then, if the project calls for it, a 3D Preview of the piece, and finally a final quote before work begins. You'll find all the details on the Custom Jewellery page.
Which payment methods do you accept?
Cards, PayPal (including payment in 3 instalments, for eligible accounts), Google Pay and Apple Pay.
My payment isn't going through, why?
Check your available funds, the validity of the card and that the details you entered are correct. If the problem persists, try another method or write to us.
Can I change the shipping address after placing an order?
You can do this by following the instructions in the courier's email telling you the shipment is on its way. If you run into difficulties, write to us and we'll give you a hand.
Can I change or cancel an order after placing it?
Right after ordering, if it isn't in production yet, you can do it yourself from the reserved area. After that, or if the item is already in production, write to us: we'll look together at what can still be done. Made-to-measure commissions and the 3D Preview follow slightly different rules, which you'll find on the Returns and refunds page.
What are the delivery times?
It depends on what you buy: you'll find up-to-date timings, both for made-to-order jewellery and for ready-to-ship pieces, on the Production times page. Made-to-measure commissions follow a schedule of their own, which we tell you each time depending on the project.
Shipping
How much does shipping cost?
You can choose between standard shipping and insured shipping. You'll find all the rates, for Italy and for the European Union, on the Shipping page.
Can I have my order shipped insured?
Yes. You can choose insured shipping on any order, and for higher-value orders it's already included: you'll find the details on the Shipping page.
Where do you ship to?
We ship within Italy and throughout the European Union. For destinations outside the EU, write to us: we'll look together at whether shipping is feasible.
How can I track my order?
After shipping you'll receive a tracking number by email so you can follow the parcel on the courier's site.
What happens if I'm not at home on the delivery day?
The courier makes a second delivery attempt; often you can also choose a new date directly from the link you receive by email or SMS. If the second attempt is unsuccessful too, the parcel comes back to us and we'll contact you to arrange a new shipment, which in that case carries an additional cost.
What should I do if a product arrives damaged?
If the parcel is visibly damaged or tampered with, you can refuse it with the courier. If you discover the damage at home, write to us within 48 hours of delivery with photographs of the parcel and of the contents: we need them to open the claim with the courier. You'll find the full procedure on the Returns and refunds page.
Returns and refunds
Can I return a product?
Yes, within 14 days of receiving it and without having to explain why.
Are there cases where a return isn't possible?
Yes: jewellery made to measure or personalised for you, engraving included, and the 3D Preview once it has been delivered.
How do I tell you that I want to return a product?
The easiest way is through the reserved area of the site, or by writing to us directly with the order number and the name of the piece.
How should I prepare the parcel for the return?
Use the original packaging, or an equivalent, and put back inside everything you received: jewellery cleaning cloths, the little box, any gifts, the guarantee statement, and so on.
Who pays the return shipping costs?
They're at your expense. Use a trackable shipping service and keep the receipt: it's the proof that the parcel was sent.
When will I get my refund?
Within 14 days of your notice. When it arrives back we check the piece and proceed with the refund, using the same payment method used for the purchase. We refund the price and the original shipping; if you chose insured shipping yourself when standard shipping was also available, the refund covers the standard amount.
Can the refund be reduced?
On receipt we check the condition of the piece. If it shows signs of use going beyond normal trying on, or if items are missing compared with what you received, we deduct the cost of putting it right, explaining the breakdown to you in detail.
For everything else — commissions, the 3D Preview, defects, repairs — you'll find the complete guide on the Returns and refunds page.
Security and privacy
Is it safe to make payments on your site?
Payments are secure: we don't handle them ourselves, a specialist payment service provider does, using advanced encryption technologies and complying with industry security standards.
Do you have a policy on users' data privacy?
Yes, you'll find it in our Privacy Policy.
How is personal data handled?
With the utmost confidentiality, used only to manage your order and improve your shopping experience.
I have other questions...
You'll find the telephone number, WhatsApp and email on the Contacts page, along with our response hours. Write to us whenever you like: we answer as soon as we can.