Here you'll find how second thoughts, refunds, shipping damage and defects work.
If something isn't clear, write to us before you send anything back: we sort out almost everything in two messages.
Changed your mind?
No problem, it happens. You have 14 days from when you receive the piece to think again, and you can write to us even before the parcel arrives, if your mind is already made up. You don't have to tell us why, but it would help us a lot to know, so we can improve the service.
The easiest way is through the reserved area of the site: log in with your email, where you'll receive a temporary code to get into your personal area — no password to remember. You find the order, select the item concerned and follow the procedure. If you hit any snag along the way, or if you'd rather deal with us directly, that's absolutely fine too: just write to us with the order number and/or the name of the piece, along with your first name and surname. There are no forms to fill in.
In the meantime you can try it on, just as you would in a shop. The only thing we ask is that you don't actually use it (wearing it for days, taking it out and about), because at that point, if it comes back with marks that go beyond trying it on, we deduct the cost of putting it right from the refund — and we explain that in full: no surprises.
When you're ready to send it back you have another 14 days from when you write to us. Put everything back in the parcel as you received it: original packaging (or equivalent), jewellery cleaning cloths, the little box, any gifts, the guarantee statement, and so on. Choose a trackable shipping service and keep the receipt: it's the proof that the parcel was sent.
When it arrives back we check the piece and proceed with the refund, within 14 days of your notice, using the same payment method you used. We refund the price and the original shipping costs; if you chose insured shipping yourself when standard shipping was also available, the refund covers the standard amount.
What isn't refundable: pieces made to measure or personalised for you (engraving included) and the 3D Preview once it has been delivered don't come under this, because they are conceived and made for you alone. More on that below.
The parcel doesn't arrive, or arrives damaged
This isn't a return, and you don't have to do any of the above.
If it's handed to you visibly damaged or tampered with, you can refuse it there and then with the courier. If instead you open it at home and find a problem, write to us within 48 hours of delivery with photographs of the parcel, including while it's still closed, and of the contents: we need them to open the claim with the courier.
Once the claim is closed we resolve it either with a new shipment or with a refund of what you paid.
There's a defect in the piece
Again, this isn't a return: write to us with a few photos of what isn't right, and we'll take care of it with a repair or a replacement.
On top of the legal guarantee, which lasts 2 years, we add something of our own: 6 months of additional guarantee on solder joints, settings, clasps and finishes. What we don't cover is the normal wear of surface treatments (gold plating, rhodium plating, black finishing) — those are restored separately when needed — and likewise we don't cover damage from knocks or deformation, chemical products, or work done in the meantime by someone else.
To get the piece to us, use a trackable courier, at your own expense; the return journey after the repair is on us.
You have a commission or a 3D Preview under way
How a commission works from beginning to end is on the Custom Jewellery page. Here you'll only find what happens if you stop.
3D Preview
With the 3D Preview it works like this: if you change your mind before we start working on it, we refund you everything, no problem. If instead you change your mind once work has begun but before delivery, we keep only the part corresponding to the work done up to that point. Once we've delivered it, though, the service is considered complete and is no longer refundable — although, good news, its cost still comes off the final quote if you then decide to go ahead with the commission.
Commission
With the commission itself things are different: here the 14-day change of mind doesn't apply, because every piece is made for you and for no one else. That doesn't mean being left empty-handed if you change your mind halfway, though: if you stop once work is under way, we keep only what is already covered by expenses, hours of work and loss of profit, and the rest comes back to you.
Repairs and resizing
Repairs and transformations
If you entrust us with a piece (yours or ours, outside guarantee cases) to repair or transform, it always works the same way: first we send you a quote, and we don't lift a finger until you accept it. That way you always know what you're getting into before giving the go-ahead.
A word of honest advice: when you send us a piece, include proof of its value. That's the figure we go by when answering for it if something goes wrong on the journey: without it, the protection the law offers is really minimal.
Resizing
This applies to any piece you've ordered, from the catalogue or on commission: if the size you gave us when ordering turns out to be wrong, because of a measuring error or a misreading of the size on your part, the outward and return shipping costs stay with you. If a small enlargement to a nearby size is all it takes, we do that for free (where possible); everything else goes by quote.
Other, rarer cases
Pricing errors
If a price comes out wrong because of an obvious error, we tell you before going ahead: you can confirm the purchase at the correct price or cancel everything for a full refund.
Delays
If a delivery runs beyond the expected times, we update you straight away with a new date. If the delay goes beyond what's reasonable, you can of course ask for a full refund.
Contacts
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.
This is a practical guide. The full legal text is in the Terms and Conditions of Sale, available on the site.
