FAQ

OFFICIAL FAQ – ORDERS, SHIPPING, PAYMENTS, AND CUSTOMIZATIONS

These FAQs integrate and clarify Alma Gioielli's Return Policies and Shipping Policies .
In case of discrepancies, the official policies published on the site will prevail.

ORDERS – CONFIRMATION, MODIFICATION, CANCELLATION

I didn't receive the confirmation email. Why?

After completing the payment, the system automatically sends a confirmation email containing the order number and purchase summary.

If you can't find it:

  • check your SPAM / Junk folder;

  • Please make sure the email address you entered is correct.

If you don't have an email address, please contact us with your name, surname, and the email address used for the purchase.

Can I cancel my order?

  • Orders for customized products cannot be cancelled after confirmation, pursuant to art. 59 of Legislative Decree 206/2005.

  • For non-personalized products , the rights provided for by the legislation in force regarding withdrawal remain applicable.

Any cancellation or modification requests are evaluated exclusively before the start of processing and are not guaranteed .

Can I change my order after purchase?

Any change requests can be considered within 12 hours of order confirmation , only if processing has not yet started.

Once production or logistical preparation has started, it will no longer be possible to make changes .

I entered an incorrect shipping address. Can I correct it?

You can request a correction only if the order has not yet been handed over to the courier .

The request must include:

  • Name and Surname

  • Telephone number

  • ZIP CODE

  • Province

  • City

  • Full address

Once the consignment note has been generated, no changes will be accepted .

I made a mistake with my customization. Can I change it?

Changes to customizations can be requested within 12 hours of order confirmation , only if processing has not yet begun.

After this deadline, production will start and it will no longer be possible to make changes .

PRODUCTION, SHIPPING AND DELIVERY TIMES

When will I receive my jewelry?

Under normal operating conditions, delivery takes an average of 10–15 working days , including production and shipping.

In exceptional circumstances, delivery may take place within a maximum of 30 working days , pursuant to art. 61 of the Consumer Code.

How long does it take to make a custom piece of jewelry?

The process involves:

  • Design and customization: 2–3 business days

  • Production: 5–7 working days

Total processing time: 7–10 working days .

How long do non-personalized items take?

Non-personalized items require up to 3 business days for order processing, followed by shipping.

How long does shipping take?

Once the processing or preparation is completed:

  • Shipping to Italy and Europe: 3–7 working days

The customer will receive an email with the tracking code .

How can I track my package?

You can track your shipment:

By entering the tracking number or order number + email .

It's been 30 business days and I haven't received my package. What should I do?

Contact support providing your order number .
A verification will be initiated with the courier.

Alma Gioielli is not responsible for delays caused by:

  • incorrect or incomplete addresses;

  • absence of the recipient;

  • operational problems of couriers;

  • external causes not directly controllable.

If the tracking shows “delivered”, proof of delivery will be required before any further action is taken.

Why does the tracking indicate a foreign origin?

Alma Gioielli jewels are designed in Italy and produced in selected foreign laboratories .

The origin varies according to the model and workmanship and is clearly indicated in the Shipping Policies.

PAYMENTS

What payment methods do you accept?

We accept:

  • Credit/debit cards (Visa, Mastercard, Maestro, American Express)

  • Digital wallets (Apple Pay, Google Pay, UnionPay, Postepay, prepaid cards)

  • PayPal

  • Interest-free installment payments: Scalapay, Klarna, PayPal Pay in 3

  • Bank transfer (upon prior contact via email)

All payments are traceable and managed through certified systems .

Can I pay in installments?

Yes. Interest-free 3-payment solutions are available, subject to approval by your chosen financial provider.

Do you accept cash on delivery or Postepay top-ups?

No. For security, traceability, and personalized nature of many items, we do not accept cash on delivery or Postepay top-ups .

CUSTOMIZATIONS AND MATERIALS

What materials are the jewels made of?

Alma Gioielli jewels are made of:

  • hypoallergenic steel;

  • S925 stainless silver;

  • 14K or 18K gold plating (yellow, rose or white gold).

Any stones or inserts are indicated in the individual product sheets.

Is it possible to request additional customizations?

No. Only the customizations indicated on the product pages are available.
Requests outside of the catalog are not accepted.

Is it possible to choose the size of the pendant?

For some collections, the size may vary based on the number of characters.
Dimensions are always indicated on the product pages.

FINAL CLAUSE

This FAQ is for informational purposes only and does not replace the Return Policy , Shipping Policy and Terms and Conditions , which remain the legally binding documents.