FAQ

In this section, we have put together some of the questions that our clients’ most frequently ask us. Buy with confidence.

Purchases

Can I change my order?

No, it is not possible to modify a completed order. In case of purchasing an incorrect item, you can let us know by sending an email to info@tostigioielli.it. The procedure will be the same as the returns one.

What should I do if I receive a faulty item?

Contact us immediately by sending an email to info@tostigioielli.it indicating:
– the order number
– the product code
– the date you received the order
– reason for the return.

Tosti Gioielli reserves the right to refuse returns if they are notified beyond the 14-day limit, if you send the products back beyond the 14-day limit, or if the products are not intact.

All items are checked before being sent.

I wish to make a complaint of any kind

You can send any complaints to the email address info@tostigioielli.it

or contact Customer Service at the following number:

+ 39 075393506

We will reply withing 24 working hours from Tuesday to Saturday from 9:30 to 18:30, excluding holidays.

Returns

How do I exercise my right of withdrawal? What is the returns policy?

In compliance with art. 5 of Leg. Dec. 185/1999, the Client will have the right to withdraw from the purchasing contract for whatever reason, without the need to provide explanations and without any penalty being imposed. To exercise this right, the Client will have to send an email to info@tostigioielli.it within 14 working days from the date of the goods being received and they will receive an email with instructions on how to return the product.

Have you received my returned item?

You will be informed of its arrival at our warehouse and at the same time the exchange or refund procedure begins. This will all take place once the integrity of the products returned has been checked and the returns comply with our conditions of sale.

What are the refund procedures and times?

After our staff have received the returned product and checked its condition, a refund will be carried out using the same payment method used at the moment of purchase.

This procedure will be completed within 14 working days after having received the returned product. The amount of money refunded will be equal to value of the goods and any shipping costs.

Payments

What payment methods are accepted?

We accept payments with Credit Card, PayPal or Bank Transfer.

Are Credit Card payments secure?

Yes, Tosti Gioielli uses encrypted protocol SSL which guarantees the confidentiality of information sent over the Internet.

All transactions take place on the PayPal circuit. At the moment of purchase, you will be redirected to the relevant page without the need for further registration.

I paid by Credit Card but I have not received a confirmation email. What should I do?

Try checking your “Spam” or “Junk Mail” file of your email inbox: if it is the first time you have made a purchase from the Tosti Gioielli website, some providers might have identified the email as spam. If you still can’t find a confirmation email, don’t re-do the order but write immediately to info@tostigioielli.it  and we’ll get back to you as soon as we can to confirm we have correctly received your order

Shipping and deliveries

What are the delivery procedures and costs?

Once Tosti Gioielli has received payment, they will take care of the shipping using DHL and will send the client the tracking number with which they can track their delivery.

The shipping and delivery costs to the client vary depending on the country of destination and the order amount:

Italy: € 9.00 for orders of less than € 200.00 (VAT included), FREE for orders over that amount

Countries within the European Union: € 40.00 for orders less than € 500.00 (VAT included), FREE for orders over that amount

Rest of the world: the costs vary depending on the country of destination and will be calculated and shown at the moment of the order. For orders over € 1,000.00 (VAT included) shipping is free

How can I check my delivery status?

You can track your order using the “tracking number” you received via e-mail. We would like to remind you that your order is immediately visible in the section “My Orders”, accessible within the reserved area of the site under “My Profile”. Here you can find your order history as well as your delivery status by using the link we sent to you at the moment of purchase.

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