Frequently asked questions
What is the shipping cost and what does it cover?
According to the destination, the shipping cost may vary. Our jewels are shipped directly from our store in Montepulciano, the price is 14€ for Italy and Europe and 24€ for shippings with extra EU destination. The shipping cost includes original AJTuscany packaging for the jewel and extra packaging for the shipping, express courier tracked delivery, full insurance for the paid amount and all the dedicated support for customs control as well as duty taxes.
Is it possible to return the jewel or make an exchange?
Yes, you have up to 14 days from receipt of the order to return the jewel either for a refund (paypal or bank transfer) or for an exchange. The service is free of charge, however the shipping cost must be paid by you. We will not be able to refund you if, when we receive the jewel, we notice any type of damage or if it doesn’t include the original packaging and certificate. Please notice that we will not be able to refund you if we don’t receive the jewel, so for safety reasons we recommend full insurance for the shipping, tracking number and well sealed pack.
How can I pay for my order?
- Credit Cards
- Wire transfer
How fast will I receive the order?
Most of the orders are shipped in two business days, however, to make sure that the jewel is exactly as you want it, we consider maximum four working days for the dispatch and two to four days for the delivery, for a total of maximum eight days. During special festivity like the period before Christmas the shipping time may become longer, and for some countries the customs may require some extra days to release the goods. If you want to be sure that you will receive the order on time please write us.
What happens if I don't receive my order?
Write us. Every shipping has an insurance and we have special contracts for precious items, so after the shipping company’s investigation we will either send you another jewel or a total refund.
Will I be charged for Import tax or any other taxes?
No, what you see is the final price that you pay for the order. This price includes VAT for the residents in Italy and EU and it includes custom duty for the extra E.U. residents. Please note that your Tax ID code is required in case of a duty check but the taxes are paid by the sender.
Can I track my order?
Yes, all the shippings are tracked. You can write us and we will provide you the tracking number.
How can I make sure that the jewel will fit my size?
For each item in the store you will find a SIZE GUIDE and some information in the description of the jewel. You can find the sizes for different countries and expressed in mm, cm and inches. And if you have any doubts write us.
How long does it take for and item available in backorder to be made?
All our jewels are handmade with steps followed by different specialized artisans and this requires for each jewel circa 15 working days to be completed.
What happens if I make an order which includes a jewel available on backorder and other jewels in stock?
We will write you an e-mail to know if you would like everything shipped together when the backorder jewel is ready or if you prefer the stock jewels to be shipped before.
What happens if I am not home for the delivery?
The shipping company is instructed to make a second delivery attempt in the following working day and after that to hold the goods for other two days in the storage in order for you to contact them and schedule a delivery, they will leave a note on your door or in the mail box.