FAQs

Disclaimer:
The following FAQs provide practical guidance and quick answers to the most common questions. For a more detailed and comprehensive understanding of our policies, please refer to the "Terms and Conditions" available at the bottom of this page under the "Assistance" section.


INDEX OF QUESTIONS

  • Sizing and Maintenance
  • Registration and Account
  • Purchases
  • Shipping
  • Returns and Refunds
  • Security and Privacy
  • I Have Other Questions...



SIZING AND MAINTENANCE

How do I measure my size?
Refer to the Size Guide.

How do I take care of my jewelry?
See our Jewelry Maintenance Guide.


REGISTRATION AND ACCOUNT

How can I purchase from the store?
To make a purchase, simply add products to your cart and proceed to checkout. Enter your details (name, address, phone number, and email), and complete the payment.

Do I need an account to place an order?
No, you don’t! You can enter your details directly at checkout and complete your purchase without logging in or registering.

Why don’t I have a username and password?
To make access more secure and straightforward, we use a system without usernames and passwords. Instead, you log in only when necessary with a temporary code, eliminating the need to remember a password or risk it being compromised.

What are the benefits of logging in with a temporary code?
Accessing with a temporary code is safer: since it’s a one-time-use code, there’s no risk of forgetting or losing a password. Each time you log in, you’ll receive a new and secure code directly in your email.

If I don’t need to register to shop, why should I access my user profile?
Accessing your profile is optional, but it allows you to review your order status (also updated via email), modify or add shipping addresses, and update your contact information.

How do I log in to my profile?
Click the profile icon (shaped like a person) at the top right if browsing on a computer. On mobile, open the menu (the three horizontal lines in the top left), scroll down, and select “Log In.” A screen will appear where you need to enter your email to receive a 6-digit temporary code, allowing you to log in.

I didn’t receive my temporary code. What should I do?
Check your email inbox, including the spam folder, or wait a little longer and try again. If the issue persists, contact us using the details provided at the bottom of this page.

How can I delete my account?
We’ll do it for you: just send your request through your preferred contact method. You can find all our contact details in the “Contact” section at the bottom of the page.



PURCHASES

Do you sell ready-to-ship jewelry?
Every piece of jewelry on this e-commerce site is sold as a pre-order and will be made specifically for you. If available, we also have a section for ready-to-ship jewelry. Pre-ordered items take 2–4 weeks for delivery, but the timeline may vary depending on the season and order volume.

Can I request a customized piece of jewelry?
Yes, we offer customization services. Contact us easily through the contact details in the “Contact” section at the bottom of this page, or fill out the contact form found at the end of each jewelry category.

What payment methods are accepted?
We accept electronic payments via card, including PayPal, Visa, Mastercard, Maestro, and other secure options. A complete list of payment methods is available at checkout, where you’ll find several solutions tailored to your needs.

My payment was declined. Why?
Ensure you have sufficient funds, check your card’s validity, and make sure you’ve entered all required information correctly. If the issue persists, try using a different card. For further assistance, contact us using the details at the bottom of this page.

Can I change the shipping address after placing an order?
We’ll handle it for you: send your request through your preferred contact method. You can find all our contact details in the “Contact” section at the bottom of the page.

Can I modify or cancel an order after placing it?
Order modifications (or cancellations) are only possible if the product has not yet been created. Contact us immediately for any changes.

What are the delivery times?
Ready-to-ship jewelry will be dispatched within 48 business hours of order confirmation. All other items require approximately 2–4 weeks for creation before shipping.


SHIPPING

How much does shipping cost?

In Italy:

  • €12 (without insurance), delivery in 1–2 business days.
  • €26 (insured up to €1,000 max), delivery in 1–2 business days.

In the European Union:

  • €20 (without insurance), delivery in 1–4 business days.
  • €41 (insured up to €1,000 max), delivery in 1–4 business days.

International: (currently being updated)

Are my items insured during shipping?
Only if you select insured shipping, and only up to a maximum of €1,000.

Where do you ship to?
We ship across the European Union and are working to expand to international shipping. During checkout, you can check if shipping is available for your location and view the details.

How can I track my order?
After your order is shipped, you’ll receive a tracking code via email to monitor the shipment directly on the courier’s website.

What happens if I’m not home on the delivery day?
No worries—you’ll be notified of the delivery attempt and given the option to schedule a new delivery at no additional cost.

What should I do if an item arrives damaged?
If you receive a damaged item, contact us within 48 hours of delivery, providing photos that clearly show the damage. Read below for more details.


RETURNS AND REFUNDS

Can I return a product?
You can return items within 14 days of receiving them without providing a reason. The 14-day period begins the day you or someone you designate (other than the courier) receives the product.

Are there cases where returns are not allowed?
Yes, returns are not accepted for:

  • Items purchased on sale or promotion.
  • Custom or personalized products (including engravings), as they cannot be resold.
  • Items that have been used or partially assembled. The product must be returned in its original condition, including all accompanying items (stationery, boxes, gifts, etc.).
  • Purchases made outside the European Union.

How do I notify you that I want to return a product?
Inform us within 14 days of receipt. You can do this by using the withdrawal form available on our website or by contacting us using the details at the bottom of this page. Ensure your intention is clear and include the order number and product name.

How should I prepare the package for return?
Use the original packaging, the same box the jewelry arrived in. Wrap the product securely to avoid damage during transport. If the original packaging is unavailable, use equivalent packaging to protect the item adequately.

Who covers the return shipping costs?
Return shipping costs are your responsibility. Ensure you send the product within 14 days of notifying us, using a relatively fast and mandatory trackable shipment.

What happens when the seller receives the product?
Once we receive your return, we’ll inspect it for damage or signs of wear. If it meets return conditions, you’ll receive a refund within 14 days. If you chose an upgraded shipping option (e.g., insured shipping), the refund will only cover the cost of the least expensive shipping option listed on the website.

Can the refund be withheld?
We reserve the right to withhold the refund until the product is received and its condition verified. If the item is damaged, used, or doesn’t meet return conditions, the refund may be reduced or denied. In such cases, the product will be returned to you.



SECURITY AND PRIVACY

Is it safe to make payments on your site?
Yes, the security of your payments is a priority. We use advanced encryption technologies to protect your transactions and personal data.

Do you have a user data privacy policy?
Yes, our privacy policy, available on the website, explains in detail how we collect, use, and protect your personal data. We encourage you to read it carefully.

How is personal data managed?
Your personal data is treated with the utmost confidentiality and used solely for purposes outlined in our privacy policy, including improving your shopping experience.



I HAVE OTHER QUESTIONS...

No problem! We’re available to answer your questions during the following hours:

  • Monday - Friday: 9:00 AM - 6:00 PM
  • Saturday: 9:00 AM - 1:00 PM
  • Sunday and public holidays: Closed

You can contact us via:

Alternatively, you can fill out the contact form below.