Delivery and Returns


DELIVERY INFORMATION

Each piece of jewelry purchased from Mariella Pilato is specially hand-made to order in Mariella's workshop in Bali, Indonesia. Please allow up to 2-3 weeks from order to your lovingly made item being dispatched.

We offer FREE International Shipping on all orders.

Please be aware that any duty and taxes that may be due in the country of destination, are the responsibility of the customer.

Most of the time your order will be dispatched within a few days. However, if you're a little short of time, drop us an email at hello@mariellapilato.com and we'll see what we can do.


PACKAGING

Your jewelry will be sent to you in Mariella Pilato Jewelry boxes. Please rest assured that we always package our items securely and safely.


RETURNS & REFUNDS

Our aim is complete customer satisfaction, however, should you be unhappy with any aspect of our service or products, or change your mind, please read our terms below.


IF YOU CHANGE YOUR MIND

In accordance with Distance Selling Regulations, you must email us at hello@mariellapilato.com in writing within 7 working days of your receipt of the goods to request a refund if you change your mind.

Items must be returned unworn, in their original packaging with proof of purchase and all associated material.

You must return the goods to us within 14 days of the date shown on your order dispatch confirmation email in the condition it was sold. Therefore undamaged, unworn and in its original packaging along with your original order number – only then will we be happy to issue a refund.

Please see exceptions below.


IF YOUR JEWELRY IS FAULTY

You must email us at hello@mariellapilato.com within a reasonable time scale.

In most cases an exchange or repair will be offered (depending on the time scale), this will be dealt with on a case by case basis.


IF A REFUND IS AGREED

Any goods must be returned within 14 days of the date received and must be securely wrapped, in the original packaging. If the item is returned damaged due to improper wrapping or care by the customer this may mean we are unable to refund you. It is your statutory duty to take reasonable care of the goods until they are returned to us.

A refund will be carried out by us within 14 days of Mariella Pilato Jewelry receiving the returned item from the customer.

The refund process means money can only be refunded to the source originally used to pay. For PayPal customers, this will be refunded into the customer's Paypal account (rather than the credit card used to pay through Paypal).

Mariella Pilato Jewelry does not accept any responsibility for postage costs, nor for any items lost, stolen or damaged in transit. Postage cost will not be refunded.

When returning, a fully trackable service must be used. Any damages or losses incurred during return may mean we are unable to refund you.


EXCEPTIONS

Earrings cannot be returned or refunded unless they are faulty. This is due to hygiene reasons and does not affect your statutory rights.

Also exempt from any refund or exchange are Bespoke or Made To Order items or jewelry altered to a customer request.

All fine jewelry products over £500 are exempt from refund as they are all Made to Order.


EXCHANGES

If you have requested an exchange we will only be able to ship your exchanged goods once we have received the returned item.

You will be charged for any additional cost and any additional shipping, taxes, and import duties.


LATE AND LOST DELIVERIES

If your delivery has been delayed, then please contact us and we will provide you with the tracking number so you can find out where your item is.

In all cases, the actual delivery of the item will be the responsibility of the postal service in the country the items are going to. Delays can often be caused by customs checks, which can sometimes take up to 1-2 weeks.

Items not received but tracked as being delivered: this frequently happens when items are delivered to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. Please note that we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to your home address.

Mariella Pilato Jewelry cannot be held responsible for goods that are lost or delayed in transit.

For any items judged to be damaged due to improper use or when reasonable care has not been taken by the customer, Mariella Pilato Jewelry may claim against the customer for damages and breach of statutory duty. This does not affect the customer's right to a full refund.