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FAQ – Frequently Asked Questions
ORDERS AND PAYMENTS
Is registration on the site mandatory for the purchase?
Registration on the site is not mandatory, even guest or Guest (unregistered) users can complete the purchase process. User registration automatically creates the User Profile which offers the possibility to view the historicity of the orders, to create a personalized Wish List and to change the billing and shipping data at any time. In practice, registration allows the creation of a User Page where you can view and manage your purchase and personal data.
How do I order a product?
After visiting the shop, simply select the products by entering them in a virtual list (the so-called Wish List if the user is registered or, alternatively, the Cart). At the time of payment it is necessary to enter the personal data to complete the purchase procedure. The system automatically calculates shipping costs and taxes ( vat) based on the customer’s geographical area. The user receives a first e-mail at the time of taking charge of the order and, subsequently, a second e-mail at the time of shipment, together with a tracking code.
What payment methods are accepted?
Payment can be made by credit card, by credit card through the paypal platform (in this case it is not mandatory to have an account on paypal), or by bank transfer (in this case, Libonati Jewels reserves the right to receive confirmation that the expected amount is available on the account before taking charge of the order and proceed with the shipment).
How do I activate a promotional code?
Occasionally the user will receive a Promotional Code, a coupon with nominal value or a discount provided via social networks, newsletters or directly to the shop. The codes will have to be entered in the space provided in the Cart before confirming the purchase.
Are there shipping costs?
For orders to be processed in Italy, shipping costs are included in the purchase amount. For foreign countries, however, costs vary according to the final destination, the presence or absence of customs duties. In all cases, the amount of transport costs is automatically calculated and can always be viewed in the order summary, even before payment.
What are the shipping methods?
To ensure fast delivery times, we use DHL express courier for Italy and UPS Worlwide for EU and not EU Countries
Can the shipment be tracked?
Yes, always. At the time of shipment, the user receives a second order confirmation email with an attached tracking code that allows, after 24 hours, to constantly monitor the shipment until delivery.
The photos published on the website are true to the articles received?
Yes, but there may be slight color differences due to the settings and technical characteristics of the screens of the devices used.
Can corals, baroque pearls or turquoise paste have defects?
All corals, baroque pearls and turquoise paste are all natural and untreated materials, which is why they may have slight imperfections in the cut and sometimes discolouration.
Can purchased items be returned?
Unless an exception occurs, you have the right to withdraw from the contract within 14 days for any reason and without justification. In case of purchase of multiple products ordered together but delivered separately, the withdrawal deadline expires after 14 days from the day on which the buyer, or a third party in charge of receipt, receives the last of the items shipped.
How do you activate the return procedure?
To activate the return procedure, it is necessary to fill in the appropriate online form available on the website (click here). The return will be evaluated and possibly accepted as soon as it is received. The goods must be returned intact, in their original packaging. The cost of sending the return is borne by the user. If all the requirements are met, you will receive a confirmation email and, within 14 days, a refund of the amount, net of delivery costs.
The Libonati Jewels products are covered by warranty?
All our items are backed by the 1-year legal warranty provided for by the Consumer Code (articles 128 et seq.) Which protects the consumer in the event of the purchase of defective products, which malfunction or do not respond to the use declared by the seller or to which that well is generally intended.
When can I exercise the guarantee?
In the event that the packaging is tampered with, wet or open, immediately contest the problem to the courier. If the purchased goods are also damaged or even missing, contact us immediately.
How long maintenance is provided after the purchase?
For any information or request for assistance you can write to: firstname.lastname@example.org attaching a photo of the jewel and a description of the problem.
if your jewel is damaged or requires special maintenance, please note that the service is free for the entire duration of the warranty.
Maintenance consists of a deep cleaning and professional polishing to eliminate the opacity of the silver and bronze. Furthermore, the jewel is registered at 360° with control of the closures and the setting of the stones.
Necklaces threading service:
the thread used to make our necklaces is made of waxed silk thread that deteriorates by absorbing the moisture of the skin and must never be in contact with water.
It is advisable to send the necklace to the company for wire replacement every 2 years.
These maintenance services are chargeable after the one-year warranty expires. For further information or clarifications you can write to email@example.com