FREQUENTLY ASKED QUESTIONS
Making a purchase is easy. Wherever you see a product you can shop it: simply select your quantity and/or size and click “Add to Cart” or “Buy Now”. Your chosen item will appear in your shopping bag on the bottom left of the screen (if using desktop). As you continue to shop or browse the site, you can hover over or click on the bag icon to see its contents at any time. When ready to place your order, select “Checkout” in the shopping bag and follow the straightforward prompts to complete our easy checkout process using Paypal (you’ll need to have a Paypal account or register for one). Should you have any problems, please contact Customer Care at email@example.com or by phone at +39 055 294768 available from 10 am to 6 pm CEST, Monday through Friday.
Once a “Made to Order” or personalized item has successfully been submitted, it cannot be cancelled, modified or returned for a refund. These items are final sale.
To find a specific item, search our online store by product category in the Shop menu, or by collection in the Collections menu. Once you’ve selected the desired product category or collection, you can filter results using the options on the left of the page. Throughout the site there is also a “Search” function on the bottom left corner, which can be used to search products via keyword.
Most items shown are in stock. When you roll over a product, you will immediately see its size availability. If a size is greyed out in the rollover, or marked as “PRE-ORDER” in the drop-down on the product page, this means the item does not currently have a stock available and needs to be PRE-ORDERED. Pre-Order usually takes 20 working days or stated otherwise. You can also add items to your wish list and you will receive an email when they become available or low in stock. Alternatively, you can inform us of your interest by contacting Customer Care at firstname.lastname@example.org or by phone at +39 055 294768, available from 10 am to 6 pm CEST, Monday through Friday.
Please note that even though a product is in your shopping bag, it is not reserved and will remain available to other customers while you are browsing until you have completed payment.
Yes, we facilitate pre-orders and customizations for all Jewelry collection, including engraving and size adjustments to a certain extent. Fine Jewelry collection are not able to be customized (Piccini One and Elisa One).
FRATELLI PICCINI has rigorously checked all items before being delivered, and our production process ensures the highest quality possible. Our diamonds and stones are carefully sourced from our trusted partners and attain the highest quality possible. Since all our products are hand-crafted with our artisans, there may be slight imperceptible differences from one jewelry to another, which doesn’t affect the overall quality of our jewelry and considered as unique pieces. If you would like to know where your stones / materials are sourced from, please contact us and we’d be happy to provide you with more information
Yes, we’d be happy to polish and care for your jewelries to a certain extent by bringing it to our atelier for inspection. You can also care for your jewelries at home, by storing it at cool temperature away from direct sunlight, and storing them in your jewelry cloth or box.
Yes, our atelier is located at Ponte Vecchio, 21/23r, 50125 Firenze FI, Italy.
Our Fine Jewelry collection are our most unique pieces made with the highest craftsmanship and attention to detail. They are the true celebration of jewelry as art and showcase the uniqueness of FRATELLI PICCINI designs. These are made in very limited quantities, mostly only one such design in the world, making the customer the sole owner of the piece. The price information is available upon request by contacting our customer service. You may also book an appointment to view the jewelry in person.
At the moment we only accept Paypal as the available payment method. You will need to register or login to your Paypal account in order to make payment.
Paypal is one of the most trusted digital payment method in the world. We ensure your data purchase is safe and secure. For your protection, all orders go through a rigorous fraud checking process.
After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit card details have been approved, the delivery address has been verified and the items located, will your order be accepted and the items shipped. At this point, you will receive a second email from us confirming your order along with shipment notification. Please make sure you check your Spam folder or put our email email@example.com in your contacts list.
SHIPPING & RETURNS
FRATELLI PICCINI delivers its Products worldwide using our trusted jewellery logistics partner FERRARI EXPRESS.
EU countries orders will be charged an additional 22% VAT as well as shipping cost reflected in your final checkout page.
** IMPORTANT: If you order Products from our site for delivery to one of the International Delivery Destinations, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount.
You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.
You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.
All orders will be shipped from our atelier in Florence, Italy. Shipping charges varies per destination and total value of your order and will be reflected in your final checkout page. Insurance is already included in your shipping charge, in order to protect your precious order.
Below is an example charge of 1 kg shipment based on destination groups:
|Destination||Value up to € 2.500||Value up to € 5.000||Value up to € 7.500|
|Austria, Belgia, Denmark, Finland, France, Germany, Great Britain, Greece, Ireland, Luxembourg, Monaco, Holland, Portugal, Spain, Sweden||€73||€79||€89|
|Iceland, Norway, Switzerland||€88||€103||€122|
|Bulgary, Cyprus, Czech Republic, Estonia, Lithuania, Malta, Poland, Slovakia, Slovenia, Hungary||€118||€131||€151|
|Bosnia, Croatia, Serbia, Ukraine, U.A.E, Armenia, Qatar, Saudi Arabia||€143||€160||€186|
|Hong Kong, Japan, Australia, Taiwan, Singapore, South Korea, Thailand, New Zealand, Malaysia, Indonesia||€103||€120||€140|
Yes of course! Please tell us in advance if you would like to pick your order in our store and we’d be happy to arrange it for you, as long as it’s within our opening hours and days. You may contact Customer Care at firstname.lastname@example.org or by phone at +39 055 294768 available from 10 am to 6 pm CEST, Monday through Friday.
Orders shipped using our delivery partner FERRARI EXPRESS are delivered Monday through Friday. On the day of delivery, a nominated time slot will be sent to you via text as an approximate window but this is not guaranteed. Orders via our delivery FERRARI EXPRESS are delivered Monday through Friday. Domestic orders will be delivered within 2-3 working days and International order within 4-8 working days. Deliveries to remote and difficult to access areas may require longer delivery times.
Once your order is dispatched for delivery, you will receive an email or SMS detailing your unique tracking number which you can you use to check the status of your shipment. Alternatively, you can contact Customer Care at email@example.com or by phone at +39 055 294768 available from 10 am to 6 pm CEST, Monday through Friday.
If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy. You can also choose to receive your refund as credit, which will enable you to purchase a replacement item quickly and seamlessly. You must notify us within 24 hours of receiving the item.
Important note: Made-to-order items and customized items are not eligible for a refund.
Returns are acceptable according to Italian laws, as long as in original condition.
You have up to 24 hours (from order being ‘Delivered’) to notify us to request an item return.
Important note: Made-to-order items and customized items are not eligible for a refund.
Returns are acceptable according to Italian laws. Customers will be refunded in full (minus the shipping cost and duties/taxes if shipped outside EU country) within 15 days after the item has been checked. Item must be returned in the same conditions as shipped, unworn and without damages or scratches. Customer must include the original packaging and invoice / price tag. Once the quality department has authorized the full refund, customer will be notified via email noted on the invoice.
Important: Customer is responsible for paying the shipment of returned items, unless customer demonstrates that the ordered product is damaged or scratched.
You have to notify us 24 hours upon receiving the order physically. Once request has been made you have 14 days to return the items to us. If there is any reason you cannot effect a return request or arrange collection within this time frame, please contact our Customer Care at firstname.lastname@example.org or by phone at +39 055 294768 available from 10 am to 6 pm CEST, Monday through Friday so that we can immediately assist you.
Due to international trading agreements and regulations, FRATELLI PICCINI must adhere to some specific shipping restrictions. We are unable to ship certain jewelleries in certain countries. Deliveries to remote and difficult to access areas may require longer delivery times. For further information, please contact Customer Care at email@example.com or by phone at +39 055 294768 available from 10 am to 6 pm CEST, Monday through Friday.
No, please carefully review your order details before checkout.
No, you must make a new order.
If you have any questions which are not currently answered on our site, please contact Customer Care at firstname.lastname@example.org or by phone at +39 055 294768 available from 10 am to 6 pm CEST, Monday through Friday.