Frequently Asked Questions
Frequently Asked Questions
Clear answers about orders, personalisation, delivery, payments and customer care. If you still need help, the ALMA team is here for you.
ORDERS — CONFIRMATION, CHANGES AND CANCELLATION
Why haven’t I received my order confirmation?
Once payment is complete, we automatically send an email with your order number and purchase summary.
If you cannot find it:
check your spam or junk folder;
make sure the email address entered at checkout is correct.
If the email is still missing, contact us with the name, surname and email address used for the order.
Can I cancel my order?
Once confirmed, an order cannot be cancelled. You may request a change within 12 hours of confirmation, provided preparation has not yet begun.
Can I change my order after purchasing?
You may request a change within 12 hours of order confirmation, provided production or preparation has not yet begun. Once processing starts, we can no longer make changes.
I entered the wrong delivery address. Can I correct it?
Contact us as soon as possible. We can correct the address only if the parcel has not yet been handed to the courier.
Please include:
full name;
telephone number;
postcode;
county;
town or city;
full address.
Once the shipping label has been created, changes cannot be accepted.
I made a mistake in the personalisation. Can I change it?
You may correct the personalisation within 12 hours of order confirmation, provided production has not yet begun. Once production starts, it can no longer be changed.
PREPARATION, SHIPPING AND DELIVERY
When will I receive my jewellery?
Preparation takes 2–5 working days. UK delivery then takes 2–4 working days and is fully tracked.
In exceptional circumstances, the maximum period required by applicable law remains in force.
How long does a personalised piece take to make?
Every piece is prepared and quality-checked within 2–5 working days before dispatch.
How long do non-personalised items take?
Non-personalised items are prepared and quality-checked within 2–5 working days before dispatch.
How long does delivery take?
Once preparation is complete, UK delivery takes 2–4 working days. You will receive an email with your tracking number as soon as your parcel is dispatched.
How can I track my parcel?
You can follow your parcel using the tracking link in your dispatch email or through our Track My Order page. Enter your tracking number, or your order number and email address.
My parcel has not arrived after 30 working days. What should I do?
Contact our customer care team with your order number. We will open an enquiry with the courier and support you until the matter is resolved.
ALMA cannot be held responsible for delays caused by incorrect or incomplete addresses, recipient absence, courier operational issues or other circumstances outside our direct control.
If tracking shows the parcel as delivered, we will request proof of delivery before taking further action.
Why might tracking begin outside the UK?
Every ALMA piece is designed in Italy and made with selected production partners. Tracking may therefore begin at the centre preparing your order. Every item is quality-checked before dispatch.
PAYMENTS
Which payment methods do you accept?
We accept major credit and debit cards, PayPal and the supported digital wallets shown at checkout. Where available, interest-free instalment options are displayed before payment.
All payments are traceable and processed through certified, secure systems.
Can I pay in instalments?
Where shown at checkout, you can choose an interest-free instalment option, subject to approval by the selected payment provider.
PERSONALISATION AND MATERIALS
What are ALMA pieces made from?
ALMA jewellery is crafted on a durable, hypoallergenic 316L stainless-steel base and elevated with a premium 18ct gold finish in yellow, white or rose gold. Stones and product-specific details are listed on each product page.
Can I request extra personalisation?
We can only offer the personalisation options shown on each product page. We are unable to accept requests outside the available designs.
Can I choose the pendant size?
For some collections, the size varies according to the number of characters. Measurements are always shown on the product page.
RETURNS, WARRANTY AND CUSTOMER CARE
Can I return a personalised piece?
Personalised pieces are made to order and cannot be returned if you change your mind. If your item arrives damaged, faulty or different from what you ordered because of an ALMA error, we will remake it free of charge.
Can I return a non-personalised item?
Yes. You may return a non-personalised item within 14 days of receiving it, subject to the conditions in our Returns Policy.
How long is the warranty?
Every ALMA piece is covered by a 2-year warranty. For assistance, email info@almagioielliofficial.com with your order number and clear photographs.
IMPORTANT INFORMATION
These FAQs are for general guidance. Our Returns Policy, Shipping Policy and Terms and Conditions remain the legally binding documents.