Returns Policy

This policy explains the conditions that apply to purchases made through the ALMA Gioielli website. By placing an order, you confirm that you have read and accepted the terms below. Nothing in this policy limits your legal rights as a consumer.

1. Cancelling or changing an order

You may request a change within 12 hours of confirmation, provided production or preparation has not yet begun. After this period, we can no longer change the personalisation.

For non-personalised items you can exercise your right to cancel at any time within the cancellation period, including before the parcel is dispatched.

2. Personalised items

Personalised and made-to-order items cannot be returned if you simply change your mind, because they are made to your specification. This is set out in regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This does not affect your rights if your item arrives damaged, faulty or different from what you ordered. In that case we will remake it free of charge.

3. Non-personalised items

You may cancel a non-personalised item within 14 days of receiving your order. You do not need to give a reason.

To start a return, contact our customer care team at info@almagioielliofficial.com. Return postage is at the customer's cost.

4. Return instructions

Please contact us before sending anything back: we will give you the return address and full instructions, and in many cases we can resolve the matter without you having to post the item. This step speeds up the process and does not restrict your right to cancel, which you can exercise by a clear statement within the cancellation period.

5. Refunds

We refund you within 14 days of receiving the returned item, or within 14 days of you supplying proof that you have sent it back, whichever happens first. Refunds are issued to the original payment method.

The item should be handled only as much as necessary to establish its nature, characteristics and functioning. Any reduction in value caused by handling beyond that may be deducted from the refund.

6. Items that match the order

If an item matches the order, is free from faults and corresponds to the details shown on the website, a refund is only available where a statutory right of cancellation applies.

If the item differs from what you ordered because of an ALMA error, we will replace it free of charge.

7. Incorrect or incomplete delivery addresses

If delivery fails because the address supplied was incorrect or incomplete, contact customer care immediately. We will help arrange another delivery and confirm any courier charge before proceeding.

8. Correcting a delivery address

You may request an address correction within 12 hours of order confirmation. Once the parcel has been handed to the courier, we cannot guarantee that the destination can be changed.

9. Proof of delivery

If tracking shows a parcel as delivered but you have not received it, ALMA Gioielli will request proof of delivery from the courier.

If the courier cannot provide valid proof, we will send a replacement free of charge. Courier investigations usually take 5–8 working days.

10. Damaged, faulty or incorrect items

If your item arrives damaged, faulty or different from what you ordered, we will remake it free of charge.

You also have rights under the Consumer Rights Act 2015: you can reject a faulty item within 30 days of receiving it for a full refund, and after that you can ask us to repair or replace it.

11. Quality and production

Every ALMA piece is designed in Italy and made with selected partners chosen for their expertise and quality standards. Each item is checked for finish and conformity before dispatch.

12. Changes to this policy

ALMA Gioielli may update this Returns Policy at any time. Changes take effect when published on the website and do not apply to orders already confirmed.

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