FAQ - Support

WHAT ARE THE DELIVERY METHODS?

Delivery in Italy
Orders are processed within a maximum of 15 working days from the receipt of payment into our bank account, the time required for the creation of your jewelry along with the certificate of authenticity. Shipping costs are free within the national territory.

Delivery abroad
Orders are processed within a maximum of 15 working days from the receipt of payment into our bank account, the time required for the creation of your jewelry along with the certificate of authenticity. The shipping costs to destinations outside Italy are evaluated on a case-by-case basis, depending on the shipping address.


HOW CAN YOU PAY ONLINE?

Bank Transfer
Payment can be made via bank transfer to our bank account.
We recommend sending the payment receipt by email to the address info@giannelligioielli.it to accelerate the order processing.

PayPal/Credit Card
Payment can be made at the time of purchase by following the instructions provided by the system.
Payment is made within the secure PayPal payment platform.


WHAT IS THE RETURN POLICY?

1. General Information
1.1 - The exercise of the right of withdrawal from the contract concluded by sending the order form is governed by the following terms and conditions.
Products purchased on giannelligioielli.it are sold directly by Emanuele Giannelli Scultore & C. S.A.S. (the “seller”), with its registered office in Italy, at Via S. Giorgio 79, 55047 Seravezza, Lucca - Business Register No., Tax Code, and VAT No. 02620340469.

2. Methods and Deadlines for Exercising the Right of Withdrawal
2.1 - You have the right to withdraw from the contract concluded with the seller, without any penalty and without specifying the reason, within fourteen (14) days from the day you receive the products purchased on giannelligioielli.it.
2.2 - To withdraw from the contract, you can use, within and not later than fourteen (14) days from the day of receiving the products purchased on giannelligioielli.it, the return form (in accordance with the standard form under Article 49, paragraph 4 of the Consumer Code) to be completed and transmitted directly online through giannelligioielli.it. The seller will send you an email confirmation of receiving the withdrawal request. (Compile the Return form)
2.3 - Once you have exercised the right of withdrawal from the contract using the return form, you must return the products to the seller by delivering them to the courier for shipment within fourteen (14) days from when you communicated your decision to withdraw from the contract to the seller.
2.4 - For purchases made, the return costs are borne by the buyer, and you will also be responsible for any loss or damage to the products during transportation.
2.5 - The right of withdrawal - in addition to compliance with the terms and methods described in the previous points - is considered exercised correctly when the following conditions are also fully met:
a. The return form must be correctly transmitted directly online through giannelligioielli.it within and not later than 14 days from the receipt of the product(s);
b. The product(s) must not have been used and/or worn;
c. The authenticity label on the back of the package must not be damaged or tampered with;
d. The products must be returned in their original packaging;
e. The returned products must be delivered to the shipper within fourteen (14) days from when you communicated your decision to withdraw from the contract to the seller;
f. The products must not be damaged.
2.6 - If the right of withdrawal is exercised following the methods and terms indicated in this paragraph, the seller will reimburse the amounts already received for the purchase of the products according to the methods and terms provided in the following Article 3.
2.7 - If the methods and terms for exercising your right of withdrawal, as specified in the previous letters a) and e) of the previous paragraph 2.5, are not complied with, you will not be entitled to a refund of the amounts already paid to the seller. Within 14 days from the sending of the email notifying you of the non-acceptance of the return, you can choose to have the products returned to you at your expense in the condition in which they were returned to the seller, by informing the seller accordingly, using the methods that will be communicated to you. Otherwise, the seller may retain the products, in addition to the amounts already paid for their purchase.
2.8 - If the conditions specified in letters b), c), d), and f) of the previous paragraph 2.5 are not met, you will not be entitled to a full refund of the amounts already paid to the seller. You will be responsible for the decrease in the value of the returned products resulting from their use or damage. In this case, a percentage ranging from 10% to 90% of the amounts you paid to the seller for the purchase of the products will be deducted from the expected refund, as specifically communicated to you by email from the seller. Within 14 days from the sending of the email notifying you of the deducted amount, you can choose to request the return of the product(s) at your expense in the condition in which they were returned to the seller, by informing the seller accordingly, using the methods that will be communicated to you. Otherwise, the seller may retain the product(s) and an amount corresponding to the percentage deducted from the refund.
2.9 - The right of withdrawal under this article is excluded for custom-made and/or personalized jewelry.

3. Methods and Deadlines for the Refund
3.1 - Upon the return of the products, the seller will carry out the necessary checks regarding their conformity with the conditions and terms specified in paragraph 2.
If the checks are successfully completed, the seller will send you an email confirmation of the acceptance of the returned products.
3.2 - Regardless of the payment method you used, the refund will be activated by the seller as soon as possible and in any case within fourteen (14) days from the date on which the seller has received the returned products.
3.3 - If there is no correspondence between the recipient of the products indicated in the order form and the person who made the payment for their purchase, the refund of the amounts, in case of exercising the right of withdrawal, will be made by the seller in any case in favor of the person who made the payment.


ARE THE PRODUCTS IDENTICAL TO THOSE ON THE WEBSITE?

Each product is absolutely unique and is created at the time of the order.
Due to this uniqueness, there may be slight differences between the images on the website and the final product.