Shipping and returns
Shipping is free for orders over EUR 300,00. Emanuele Bicocchi has chosen to partner with DHL Express for shipping and will make its best effort to ensure that the orders will be delivered in a period of time between 2-7 business days as of receipt of the customer’s payment. During summer/Christmas holidays and sale seasons shipping may be delayed. Customized-size, Gold plated and Diamond items will be delivered within 3-10 business days.
- Customized-size products are not refundable
- Please be aware that we can only exchange the same item for a different size once
- Our products are not available for the following countries: IRAN, IRAQ, RUSSIA, UKRAINE, SUDAN, NORTH KOREA, SYRIA and TURKEY
- For shipping to BRAZIL the Customs requires a tax ID number: for individuals the CPF and for businesses the CNPJ
Customers can return an item and request a refund within 14 days as of receipt of the order. Customers can request a size exchange within 14 days as of receipt of the order. Returns will be accepted only in the original packaging, with any labels and accessories, in perfect condition for resale. They must not have been used, or damaged.
PLEASE NOTE: Orders placed between December 1st and December 26th benefit from an extended returns period. The customers should create the return directly on the website or contact us not later than January 10th.
To make a return, please follow the steps below:
- REGISTERED USERS Log in to your account, click on MY ORDERS, select the order you want to return, click on RETURN REQUEST, select the product(s) to be returned and follow the procedure.
- NON-REGISTERED USERS The Customer who has placed an order as a Guest will find the section HOW TO RETURN in the footer; the Customer will have to enter Order Number, Name and Email Address and then proceed with the return request as explained. The Customer should specify whether the return request is for a refund or a size exchange.
If you follow the instructions correctly you should receive an email with DHL return labels attached. You can then hand over your parcel to DHL.
DROP OFF: the Customer can leave a labeled DHL parcel at the nearest drop-off point;
PICK-UP: the Customer can contact DHL and arrange a collection at the selected address.
IN CASE OF RETURNS OUR WAREHOUSE ADDRESS IS:
EB JEWELS SRL Via Manzoni, 1 52021 Levane Fraz. Bucine (AR) - Italy
In no case the Customer should send the parcel back with standard mail service (Poste Italiane).
If the Customer experiences any issue with their jewelry after the 14-day time period they should visit the WARRANTY section in the footer. We offer a warranty period of 18 months, during this period we can repair broken items free of charge. In this case the shipping costs and all consequent costs (e.g. Customs taxes and duties) will be the Customers' responsibility.
For further assistance please contact us by email at [email protected] or text our WhatsApp Customer Service at +39 3397903621.