Frequently Asked Questions
Can I modify the size of a ring?
Most of our rings are modifiable up to one size, however a greater size adjustment might imply the total remaking of the jewel. If you can’t find your size in the product page just contact us at firstname.lastname@example.org, indicating the product code (written just beneath the name) and the size you would like to have it changed to. We will check the feasibility and get back to you for the final confirmation.
The adjustment of a ring’s size is always free of charge.
Can I request a change in the gold colour or in the colour of the gemstones mounted?
Of course. We just need the product code and the adjustment you would like to implement sent by email. We will then check the feasibility and the availability in our stock of what you requested and get back to you for final confirmation.
Be noted that a different version of a jewel might come with a different price compared to the original due to changes in its weight that might be difficult to establish precisely.
Is there nickel in this jewellery?
Our products comply with the new technical standards EN 1811:2011 - EN 12472:2009, and have a nickel content/transfer rate of no more than 0.5 micrograms/square centimetre/week and no more than 0.2 micrograms/square centimetre/week in parts in contact with tissue undergoing healing (percing).
This means that the nickel content is low enough not to cause an allergic reaction. However, there remains a small possibility of reaction in hypersensitive persons.
My jewel's broken. What do I do?
If your jewel is broken and is still covered by the two-year warranty just notify us through the various contact points and we will send you an express courier to pick up the broken jewel. Once we have received it, we will repair it and return it to you.
Can I modify my order? Can I undo it even if I already paid?
Of course. However, the sooner you will communicate it, the easier it will be for us to handle your request properly. Just drop us an e-mail to email@example.com before the order is despatched.
How long does it take to ship a package?
In case the order is submitted before 12pm we are able to arrange the shipment on the same day, otherwise it will be taken care of on the following day. If the order is submitted on Friday afternoon, the shipment will be arranged on the following Monday morning.
Can I track my order?
Of course. Once shipped, you will receive the tracking number of your order by email.
What are the delivery times?
Once processed, the shipment should arrive within 48 hours, often 24 hours are sufficient.
What payment methods do you accept?
For further information about payment methods, please refer to the page: Accepted Payment Methods.
Are my credit card details safe?
We of Gioiello Italiano do not save your credit card details. You will be asked to provide them only by the Multisafepay payment gateway, which we process payments through, providing the main standards of safety for online sensitive data exchange. Our database just saves your name, family name, address, email and fiscal code.
My discount code does not work, why?
There are several cases where your discount code is not accepted, we list them below:
- the code requires you to be registered and logged in to the site to use it;
- the code is only valid for one use and you have already used it in the past;
- the code is not applicable on products that have already been discounted;
- the code is valid only for the purchase of specific products;
- the code cannot be combined with other codes or offers;
- the code is valid for a limited time and has expired;
- the code is linked to a specific account and you are using another one.
Please check all these points and if you cannot find the solution, please contact us directly.
Do prices include VAT?
All prices are comprehensive of 22% VAT.
Do I need to register to place an order?
Registration is not mandatory to complete a purchase, as you can easily place an order as guest. Yet, we would recommend registration of all invoice data, thereby allowing for auto-compilation of many checkout fields, for a quick and smooth purchase.
How do I request an invoice?
In each package there will be a receipt of the order. If you want the invoice you will need to request it when ordering, leaving a message in the space provided on the checkout page or sending a message by email or Whatsapp before sending the package. Once you have received the goods with receipt, you will no longer be able to request an invoice.
Can I return a package?
Of course you can. In case you changed your mind about a purchase you shall return it within 14 days from despatch according to the law. Should the 14th day be a non-working day, then the due date is postponed to the following working day.
Delivery costs for a return are charged to the client. Gioiello Italiano reserves the right to refuse returns of damaged products.
Return is not available on custom jewels.
Where do I register my new account?
To create a new account, please follow this link: Create a new account.
Where do I register to the newsletter?
To register to our newsletter go here: SUBSCRIBE.