SHIPPINGS AND RETURNS

SHIPPING AND DELIVERY
For the shipment of products sold by Preziosa Shop, the courier service is provided by DHL Italy. Shipping costs may vary over time, but the applicable rate will always be explicitly indicated before completing the order. The customer is free to proceed or cancel the purchase process. Shipping costs vary depending on the destination country. These rates include expenses and customs duties imposed by different countries based on the value of the goods in transit. Preziosa covers these costs.

For shipments within Italy, delivery usually takes 48 business hours, provided that payment is received before 1:00 PM on the day the order is placed. Shipping outside Italy may take between 24 to 72 hours. The courier will provide all necessary information regarding delivery times. Countries with customs clearance will require additional days for delivery.

In any case, delivery will occur within 30 days of the Shipping Confirmation email. Delays may occur due to package loss by the courier or other external factors. Deliveries are generally completed within 2–3 business days for most of the Italian territory, except for some remote areas and islands, which may require up to 5 business days.

Customers can request the shipping tracking number by emailing customer service at info@preziosajewelry.com. Preziosa will respond within 2–3 business days. If the customer, without a reasonable cause, postpones the delivery, delays receipt after being notified that delivery has been attempted, or provides an incorrect delivery address that results in a failed delivery, the package will be returned to Preziosa. In this case, Preziosa will be released from the obligation to deliver the items within the specified timeframe.

Orders are shipped via DHL, and a signature will be required upon delivery. DHL is responsible for delivering to the specified address, regardless of the individual who receives the package. If no one is available to sign for the package at the time of delivery, the parcel will be returned to the DHL warehouse, and a notice with contact details will be left in the recipient's mailbox. The courier will attempt a second delivery on the next business day. If delivery fails on the second attempt, the recipient must arrange to collect the package. Please note that the order will remain available at the warehouse for 10 business days from the first delivery attempt.

Preziosa is not responsible for delays or failed deliveries caused by circumstances beyond its control, including but not limited to acts of war or terrorism, strikes, national or local emergencies, failures in transportation infrastructure, power outages, natural disasters, delays caused by the recipient, or other unforeseen circumstances.

Errors in the delivery address provided by the customer during checkout will not be attributed to Preziosa. The valid delivery address is the one entered by the customer at the time of purchase. If delivery fails due to an incorrect address, making it impossible to leave a notice of attempted delivery or storage, there are two possible cases:

If the address error is attributable to Preziosa, the package will be returned and resent at no additional cost.
The reference address indicated on the package is always the one provided by the customer at the time of purchase.
All Preziosa jewelry is packaged in its original box, complete with a guarantee. The jewelry boxes are then placed inside a rigid cardboard box and securely packed to prevent damage during transport.

 Shipping is always at the customer's expense and never included in the product price, unless explicitly stated by Preziosa.

The "in-store pickup" option does not include product shipping. Instead, once the customer is notified that the order is ready for pickup, they must visit the Preziosa store by appointment to collect their order.

 

SHIPPING WITH GIFT PACKAGING
During the purchase process, customers can request free gift wrapping. This option can be selected during checkout by clicking "Add Gift Wrapping." Preziosa's gift wrapping includes an elegant shopping bag sealed with a white satin ribbon, both branded "Preziosa." The gift package will be shipped in a rigid cardboard box to prevent damage or crushing.

 
RETURN AND REFUND POLICY
If the product delivered to the buyer is objectively defective, the customer is entitled to a return and refund. The return request must be made within 3 days from the delivery date. After this period, defects will no longer be attributable to the company. In such cases, returns and replacements are free of charge, as well as a 100% refund option.

For defective products, Preziosa will cover all necessary costs to resolve the issue, including shipping, labor, and materials. However, Preziosa may refuse to proceed with the chosen solution if it requires disproportionate expenses. In such cases, alternative solutions will be proposed.

A product is considered defective if the defect is recognized by the seller. Preziosa products are handmade, and this craftsmanship may result in minor unique details that do not qualify as defects. Defects due to usage, wear and tear, or natural deterioration will not be replaced free of charge. Customers must consider the delicate nature of the materials used. Preziosa jewelry is crafted from 925 sterling silver with gold plating in different carats. Silver is naturally a soft metal that can scratch easily upon contact with hard surfaces.

If a product is damaged due to shipping, Preziosa will handle the issue with the courier service, which provides insurance coverage for shipments. Preziosa ensures the best protection for products during transit by using sturdy packaging of ideal dimensions.

If the buyer wishes to have the defective product replaced with a new one, they can do so by emailing info@preziosajewelry.com at no additional cost. Preziosa will arrange for DHL pickup of the defective item and ship a replacement based on agreements made with the customer. Customers may also exercise their right of withdrawal for returns without a specific reason.

Returns requested for personal reasons can be made within 15 days of purchase. The returned product must be in the same condition as received and unworn. In these cases, Preziosa will arrange the package pickup at the customer's expense for €15, payable in advance. Once the returned item is received, Preziosa will issue a refund, deducting the original shipping costs (€8.5–€9.5, depending on the destination) as they are non-refundable.

For any issues related to returns or refunds, Preziosa Jewelry provides a dedicated customer service team available at info@preziosajewelry.com, with a guaranteed response within 15 business days.

 
PERSONALIZED PRODUCTS AND RETURNS
Personalized products (e.g., engraved items or custom treatments) cannot be returned unless there is a manufacturing error attributable to Preziosa. This condition applies because personalized products are always shown to the customer for approval before production. A personalized item is unique and crafted specifically for the customer.

Jewelry designed through the custom configurator or purchased with the "Personalized Engraving (name/date/symbol)" option is classified as "custom-made" under Article 45 of the Consumer Code. The Consumer Code (Legislative Decree 206/2005) states that the right of withdrawal does not apply to personalized products purchased online. Specifically, Article 59, letter s excludes withdrawal rights for goods customized based on a consumer's request.

However, the customer can cancel the order within 2 hours of confirmation and payment, as the customization process begins immediately after order confirmation. Once production starts (typically within 2–3 hours), cancellation or refunds are only possible at Preziosa S.r.l.'s discretion.

For more information on returns and refunds, please see our "Terms and Conditions of Sale."

 
EXCHANGES FOR SIZE OR MODEL
Customers can exchange an item for a different size, model, or color at their own expense. Returned items must be new and unworn, and the return must be requested within 30 days. The exchange service costs €30, covering both pickup of the returned item and delivery of the new one. Customers can also choose to ship the item back themselves and pay only for the new shipment (€15).

Preziosa's Customer Service is always available at info@preziosajewelry.com, guaranteeing a response within 15 business days regarding complaints and issues related to purchases made on the online shop.