How can I search for an item?
To easily browse our catalog, select a category from the navigation menu or browse our selections on the home page. To find more specific articles, use our filters or the site search option.

Where can I find information on individual products?
On the page of each product all the available sizes, a description and the characteristics of the item are indicated. Click on the product image to enlarge it and observe all the details. If you need further information you can contact our customer service.

How to make a purchase
- On the item page select the desired size of the product (if necessary).
- If you don't know your size, consult the specific size guide.
- Add the product to the cart using the "Add to cart" button.
- When you're done shopping, click on the cart icon.
- Check the items in your cart and click "Checkout"
- Enter/select the shipping and billing address
- Select a payment method and enter the necessary details.
- Check the shipping method
- Check that all the information entered is correct and click “Proceed”.
- You will receive a confirmation email with your order details.

From this moment our warehouse will take care of everything and as soon as the order is shipped we will send you a notification email.

Is it safe to order on decarlojewels.com?
We assure you that placing orders on decarlojewels.com is safe. De Carlo cares about your privacy and your personal data will be processed in compliance with our privacy policy and in accordance with the General Data Protection Regulation (GDPR) of the European Union.

Where is my order?
You can check the status of your order in the “My Orders” section. If you are a registered user, all the information relating to your orders is available in the "My orders" section. If you are not a registered user, you can enter the order number received via email to find out the status of your order. Don't have a profile yet? Register now to take advantage of exclusive services.

What is the meaning of each order status?

• Order received: the order was completed on the website.
  
• Order placed: our system has started processing the order.
  
• Order in process: the order has been confirmed and a confirmation email with the order number has been sent.
  
• Order shipped: As soon as the order is shipped from our warehouse, a confirmation email with tracking number will be sent to you to track the delivery.
  
• Returned order: the order has been returned and the return procedure has been carried out correctly.
  
• Order cancelled: the order has been cancelled. You will receive an automatic email notifying you of the cancellation of your order.
  
• Pending order: the order has been suspended (due to back orders or other reason)

You can check the status of your order in the "My orders" section.

Enter the order number received by email in the "My orders" section. If you are a registered user, you can find all the information relating to your order in the My profile section.

Can I cancel my order?
We're sorry. Once an order has been confirmed, it is processed automatically and cannot be cancelled. The package can be returned in the ways indicated in our Return Policy .

Can I change my order?
We're sorry. Once an order has been confirmed, it is automatically processed and cannot be changed.

What payment methods are accepted at decarlojewels.com ?
De Carlo accepts the following payment methods:

• Credit card: Visa, MasterCard, American Express, JCB, Visa Electron, Maestro enabled debit cards. The total amount will be charged to your card when your order is shipped.
• PayPal: to purchase online conveniently without having to enter your credit card details on the site. The account will be charged upon completion of the order. To register a PayPal account, simply visit the paypal.com website.
• Klarna: you can split the cost of your purchase into 3 interest-free installments, which will be charged to your card every 30 days.

Why can't I complete my order?

Check that you have provided all the information relating to the chosen payment method. If you have chosen to pay with your credit card, we recommend that you contact your bank and, if the problem persists, check that you have followed all the instructions that the bank has provided you.

Why was my order cancelled?
There may be more than one reason why an order is cancelled. For example, the products are out of stock or there is an error in the shipping or billing address. In most
In some cases an order is canceled due to unavailability
of the products at the time of placing the order. If your order comes
canceled, you will receive a refund to your bank account.

Is it possible to use multiple payment methods for a single order?
We currently only accept one form of payment for each order.

What shipping options are available?
You can choose express shipping to the countries where the service is
available. Check the page Terms and conditions of sale to find out the times and costs for each country. Please allow delivery time to start when your order is shipped, not when it is placed. After the package leaves our warehouse, the customer will be sent an email with the tracking number. Our courier makes deliveries from Monday to Friday during working hours. The day before delivery you will receive a notification via email or SMS indicating a delivery window.
All orders are processed automatically and we are unable to change shipping and delivery times in any way upon request.

Are there any shipping restrictions?
The products purchased will be delivered exclusively to the country where the order was placed. Please note that, in some countries, products cannot be delivered to some territories. Consult i terms and conditions sales for your country.
The products will be delivered by courier to the address indicated by the customer in the order form. De Carlo is not responsible for any delivery problems resulting from a
incomplete or incorrect address provided by the customer.

Can I ship my order to a location other than the country where I completed the order?
The order delivery address must match the country where the order is placed. Orders placed from a country other than the delivery address will be automatically cancelled. Select the correct country for your order from the link in the footer of each page.

Can my shipping address be different from my billing address?
The billing address may be different from the shipping address but both addresses must be in the same country. Additionally, both the shipping and billing addresses must be in the same country where the order is placed.

Can I choose a delivery date/time?
Unfortunately it is not possible to choose a specific date and time.

When will my order be shipped?
A confirmation email will be sent to you as soon as your order ships. This message will include a tracking code that allows you to monitor the order until delivery. If you would like to know the specific delivery time for your country, please visit Terms and conditions of sale.

Can I change the shipping address after my order has been confirmed?
We're sorry. Once an order has been confirmed, it is processed automatically and the shipping address cannot be changed.

Can I change my order?
We're sorry. Once an order has been confirmed or delivered, it cannot be changed. Remember that the package can be returned in the ways indicated in our return policy .

I received a product of the wrong size as a gift. Can I change it?
We're sorry. Once an order has been confirmed or delivered, it cannot be changed. Remember that the package can be returned in the ways indicated in our return policy .

After receiving my order, the price of the product changed. Am I entitled to a refund?
We reserve the right to change product prices at any time and without notice, but such changes do not apply to products for which you have received notice of acceptance of your order. Furthermore, your order constitutes a binding offer to purchase our selected products pursuant to these general conditions, without prejudice to your right of withdrawal pursuant to them. By placing an order you agree to pay the price of the products ordered.

My package was lost/damaged. What should I do?
We apologize for the inconvenience. We invite you to contact our customer service via whatsapp or by filling out the contact form

What is De Carlo's return policy?
You must return your purchased products within fourteen (14) business days of the delivery date in order to receive a refund of the purchase price.
The products must be returned in their original condition, unaltered, unused, intact, in their original packaging and with the original labels and tags applied together with any accessories and related documents (for example product certificates etc.) and in the 'intact packaging. If you decide to return your order, follow the instructions to complete the return process at no additional cost and receive a full refund.
Complete the return form included in the original order packaging, indicate the products, quantity and the reason why you want to return the selected items. Insert the return form together with the products you wish to return in the original packaging or in a box of similar size.
Apply the courier's prepaid return label to the package and close it securely for shipping. Apply the label so that it is perfectly visible on the package and that the return address and barcode are not covered in any way. Deliver the package to the nearest access point or contact the courier to schedule a home collection.

When the package will arrive in our
warehouse, you will be notified via email. We will verify that the package meets the return conditions and requirements and will carry out a product quality check. Only after this will the product be considered acceptable/compliant
with our conditions and requirements, we will proceed with the full refund. After the refund has been processed, the customer will receive an email notification of the credit note.

If you have lost the return label, contact our Customer Service via the contacts available in the section contact us of the website.

How long do I have to wait to receive my refund?We will refund all amounts paid by the customer within fourteen (14) business days from the date of receipt of the return. The timing of receiving your refund may vary depending on your lender.

I lost the return label. How can I get another one?
We invite you to contact our customer service by filling out The
Contact form .

Are shipping costs refundable?
When you return one or more items, after quality control you will be refunded the full cost of the returned products, including shipping costs.

What is De Carlo's Warranty Policy?
Please consult the Terms and Conditions of Sale page applicable to your country. Damage caused by accidents, accidental events, improper use, natural alterations to the product caused by wear and modifications resulting from normal use of the jewel are excluded from the guarantee. Furthermore, the guarantee will no longer be valid if the jewel has been modified by unauthorized laboratories; in such cases De Carlo reserves the right not to carry out the requested repairs.

Who can I contact for assistance? What are the opening hours of Customer Service?
You can request the assistance you need by filling out the contact form . Our Customer Service is active from Monday to Friday, from 9:00 to 17:00.

How can I request after-sales assistance?
De Carlo offers after-sales assistance and repair services for products purchased in authorized stores and in the official online store www.decarlojewels.com.
For products purchased on www.decarlojewels.com we ask you to contact us by email sending a clear photograph of the item and a complete description of the problem. Our team will be happy to provide further information and assistance with your request.
For products purchased in a De Carlo boutique, we invite you to contact the nearest store when it is most convenient for you to request further assistance. Alternatively, you can contact us from the website by sending a clear photograph of the item and a full description of the problem, indicating
"After-sales support" as the reason for your contact request from the drop-down menu on the "Contact Us" page.
De Carlo assumes no responsibility for products that have not been purchased directly from our official online store www.decarlojewels.com or in one of the official De Carlo boutiques.

Can I replace the defective product I purchased if it is still under warranty?
If you discover that a Product sold by us via the Website has manufacturing defects or is different from the description (excluding cases of non-compliance with the Order Confirmation/Acceptance or those defects of conformity which should have been identified and indicated at the time from the
delivery), contact our Customer Service immediately by filling in The
Contact form .

I received an incorrect/defective product. What can I do?
Damaged items can be returned in the manner indicated in our Return Policy .

My jewel is broken and is no longer under warranty. What can I do?
The De Carlo jewels under warranty can be replaced only if they show manufacturing defects detected and ascertained by our Quality Control team within 24 months from the date of purchase of the product. To request assistance, we invite you to go to the De Carlo boutique where you made the purchase or, alternatively, to any official De Carlo boutique. You can also request assistance by filling out The
Contact form .

My jewelry broke and I lost my receipt. What can I do?
If your De Carlo jewel is broken, we invite you to contact the De boutique
Carlo where you made the purchase. Generally, assistance is guaranteed in all authorized De Carlo boutiques with some limited exceptions. You can also request assistance by filling out the contact form .

I received my jewelry but it is broken/damaged. What can I do?
Damaged items can be returned in the manner indicated in our Return Policy .

Is it possible to repair my jewel?De Carlo offers a wide range of after-sales assistance services with some limitations. We invite you to contact the De Carlo boutique where you made the purchase. Generally, assistance is guaranteed in all authorized De Carlo boutiques with some limited exceptions. You can too
request assistance by filling out the contact form .

What should I do if I lost my jewelry or if it was stolen?
The risk of loss, damage and destruction of the Products passes to you when you (or a person designated by you and other than the carrier) physically comes into possession of the Products at the indicated delivery address or upon collection of such Products by yours or that designated person at the selected store.