FAQ

Do I have to register to place an order?

No, it is not necessary. The only requirement to make a purchase is to provide your personal details and a postal address. You will be notified via email and SMS when your order is ready to be delivered.

How do I know if my order was successful?

After placing your order, you will receive an email confirmation. As soon as the order has been dispatched you will be sent a further email with a link to track your order. You can also track your order directly via the ‘Order Tracking’ section. Please ensure that you enter the correct email address and check your spam folder. 

If you do not receive these emails, or encounter any of other problems, get in touch with Customer Service at +39 3516366069 or send us a message at info@altalenaitaly.com — we’ll get you back on track. 

I’m having a problem with my purchase — what do I do?

If you experience any difficulty when placing your order or navigating through our website, check the following:

  • The data on your payment card has been entered correctly.
  • If the payment process is through PayPal, check that you have entered your password correctly.
  • Try using an alternative card or payment method.
  • Close the browser and try again.
  • Delete any cookies from your browser and try again.

If the problem persists, don’t worry, we’re here to help as info@altalenaitaly.com or WhatsApp al +39 351 6366069

What payment methods can I use?

You can use credit or debit cards as VISA, MasterCard, American Express or other international cards.

You can also pay via PayPal, regardless of whether or not you have a PayPal account. 

If you experience any difficulties or errors when making a payment, please contact Customer Service +39 351 6366069, we will be happy to help you. 

Can I remove an item from my shopping cart?

Of course! The chosen products remain in the shopping cart and you can delete them as long as you have not completed the purchase process.

Can I modify or cancel my order?

You can cancel or make any changes to your order as long as it has not been dispatched. Contact us at info@altalenaitaly.com for any changes.

SHIPMENTS

How long will my order take to arrive?

All orders are prepared and sent once payment has been made and confirmed, within a maximum period of 24 hours. Shipments will only be made on working days, so orders placed on Saturdays and Sundays will be processed on Monday.

All orders received by 4PM are prepared on the same day. If your order is placed after 4PM, it will be prepared and shipped the next business day. If for reasons beyond our control it is not possible to send your order, you will be notified via email along with the estimated date of shipment.

How can I check the status of my order?

Once we have prepared and shipped your order, you will receive an email with a tracking number and a link to be able to track your order at all times. If you prefer, you can track it in the “Order tracking section by entering the tracking number and your email account.

If you have any questions about your order, contact us by sending an email to info@altalena.com 

How much are shipping costs?

See section Shipping and deliveries.

Can I change my delivery address?

As long as the order remains in our hands, we will do our best to send it to your desired location. If you would like to change the shipping information, please contact our Customer Service team.

Changes can be made to the shipping address as long as the order has not been shipped. For any modification in the shipping address, write to us at info@altalenaitaly.com so that we can help you.

How will I receive my order?

Your order includes a single gift box. Inside you will find your jewelry up to a maximum of 3 pieces. If you want to receive more than one gift box, add our “Additional Box” option for just €1.

Who delivers my order?

Currently we ship to most European countries through the courier company DHL and UPS

What should I do if I receive a defective item?

Altalena Italy reviews the products before they are sent, but if you happen to receive an item with any damage, please contact us by sending an email to info@altalenaitaly.com and we will resolve your situation as soon as possible.

In the first 48 hours, you must send us an image where the damage is clearly shown, and we will verify the defect.

RETURNS & EXCHANGES

What is your return policy?

At Altalena Italy we do not refund money but you can exchange your item for another of equal or higher value. If you prefer, we will issue a voucher with an expiration of 6 months to be able to use it when you decide. Remember that we will only accept products in their original packaging and they must be in perfect condition.

Altalena Italy reserves the right to refuse returns of used items or items in poor condition.

From the receipt of your order you have 15 days to send us the item.

Exceptions: The exchange or return period for orders placed from December 1 to January 6 is until January 15.

Can I return my purchase and receive a refund?

According to the regulations, Alatalena Italy Jewels DOES NOT make cash returns except in the case in which the order has been received in poor condition.

If you have received your order in poor condition, please immediately contact info@altalenaitaly.com within 48 hours of receiving the product.

If you don’t like the product, don’t worry, you can exchange it for another model of the same or higher value, or for a voucher for the amount of the purchase (valid for 6 months).

What should I do if I receive a damaged item?

Altalena Italy reviews the products before they are sent, but if you happen to receive a damaged item, contact us by sending an email to info@altalenaitaly.com and we will resolve your situation as soon as possible.

You must send us an image in the first 48 hours where the damage is clearly shown so we can verify the damage of the product.

Can I make a change?

If your order is not as you expected or you have the wrong size and you would like to exchange it for another, please contact us as soon as possible by sending us an email to info@altatenaitaly.com.

  In order to make the change, the following requirements must be met.

– The products to be returned from your order must be within the term to make changes and returns. This period is 15 calendar days from the date of delivery of the order.

– The products to be returned from your order must be in perfect condition, with the original packaging and must not have been used. Altalena Italy will review the products received and reserves the right to change if the product shows any damage or signs of having been used.

How long do I have to make an exchange or return?

Changes will only be accepted within 15 calendar days after the order is delivered, except for orders placed in the period from December 1 to January 6, which will be until January 15.

For changes of an international nature, our Customer Service team will inform you about the procedure and the corresponding cost. You can call +39 3516366069 or write us an email to info@altatenaitaly.com.

How should I send the product to exchange?

It is essential that the products subject to exchange or return are in perfect condition and without obvious signs of use. Altalena Italy reserves the right to make a partial refund or not of the amount of said product on used items or in poor condition. In no case will the original shipping costs of the order be refunded.

Please send the item including its original packaging, in addition to the documentation and packaging that may accompany it.

It is the customer’s responsibility to ensure that the package arrives at our facilities in perfect condition, so we recommend that you choose a means that guarantees the integrity of the package, either by courier or by certified mail. Altalena Italy will not be responsible for lost shipments. Remember that the costs are at your expense.

How much does it cost to make a change?

All shipping costs associated with an exchange or return will be at the buyer’s expense, unless the products are damaged.

If you want to exchange a product for another or of a different price, the difference will be paid by bank transfer or PayPal, or by exchanging the voucher. In no case may items be exchanged for others of lesser value.

When will I receive my refund*?

After approving the return and receiving the defective item in our offices (as long as the chosen item is not available and you do not want to exchange it for another), we will proceed to refund the money. You will receive a confirmation email indicating that the amount will be credited to your account within the next 10 days after notification.

* APPLIES ONLY TO PRODUCTS WITH SOME DEFECTS

What should I do if, by mistake, I receive an item other than the one requested?

If, by mistake, you receive an item that you have not ordered, contact us by sending an email to info@altalenaitaly.com, and we will send the correct one as soon as possible.

FAQs

Can I receive information with the latest news and offers?

Of course! All you have to do is enter your email in the ‘Newsletter’ field and you will receive information about the latest news and promotions.

You can also follow us on social media. Find us on Instagram and Facebook.

Can I unsubscribe from the ALTALENA ITALY Newsletter?

You can unsubscribe at any time by clicking on “I do not want to receive any more mail.”

Can I order an item that says “not available”?

If an item is listed as “not available”, it is temporarily out of stock. We will try to replace it as soon as possible.

You can send us a message with your email address and the model that interests you and we will let you know when it is available again.

Do you ship all over the world?

Yes, we ship worldwide (see exceptions *). You can see the shipping cost for each country in the “Shipping section”.

Keep in mind that some international shipments may be subject to the payment of taxes and customs fees that must be paid by the customer. In most cases, fees are charged at the time of package delivery. Altalena Italy is not responsible for additional shipping costs.

Do your items have a guarantee?

All our items are guaranteed for 30 days from the date of purchase. The warranty will only apply in cases where there is a manufacturing defect and the damage has not been caused by misuse. Our Quality Department will study in detail whether the damage has been caused by misuse of the parts.

If you need to make use of the guarantee, contact us through info@altalenaitaly.com and we will contact you as soon as possible.

For any questions, contact us at info@altalenaitaly.com so we can help you.

How to contact Customer Service?

Our Customer Service is at your disposal to attend to any possible claim. You can contact us via email info@altalenaitaly.com or send us a WhatsApp at +39 351 636609

Please, avoid creating new requests, we will respond to your request as soon as possible.

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