How to make a return

"I ordered an item and when I received it I realised it was not what I expected."

"The product I purchased does not fit me as I would like."

"I am not fully satisfied with my purchase."

No problem, you can request a return.

At 2B Gioielli you can request a return according to the following time limits:

• orders shipped in Italy: within 30 days of delivery of the order;
• orders shipped to countries other than Italy: within 14 days of delivery of the order, unless more favourable terms are expressly stated.

If an order contains several items delivered separately, the time limit runs from delivery of the last item.

Request a return online

You can request a return or exercise your right of withdrawal directly online through your customer account.

Withdraw from the contract here

After signing in, you will receive a code by email and you will be able to view orders that are eligible for a return request. Return requests can be submitted for orders that have already been delivered and are still within the applicable return period.

If you need assistance, please contact us at resi@2bgioielli.it.

Return conditions

A withdrawal or return is possible if the following conditions are met:

• products must be intact and include their original packaging;
• products must be returned with all packaging received, including boxes, warranties, manuals, tags, accessories and included documentation;
• the product may be examined with the normal care necessary to establish its nature, characteristics and operation;
• there must be no signs of use, scratches, damage, missing parts or loss of value resulting from handling beyond what is necessary.

Items excluded from returns

The following cannot be returned:

• personalised items;
• engraved items;
• made-to-measure items;
• items ordered or modified according to the customer's specific requests;
• sealed products that are not suitable for return for health-protection or hygiene reasons if opened after delivery;
• gift vouchers or gift cards, within the limits permitted by law and their applicable terms.

Promotional items may be returned under the applicable return conditions unless they fall within one of the exclusions above.

Return shipping costs

Return shipping costs are borne by the customer, except where the product is defective, incorrect or does not conform to the order.

Returns from Italy

For returns from Italy, you may request our express-courier collection service at a cost of €9.90.

In this case, the courier will collect the parcel from the agreed address and return it to 2B Gioielli. The cost of the service may be deducted from the refund.

Alternatively, you may arrange the return shipment yourself using a tracked and preferably insured service.

Returns from outside Italy

For returns from countries other than Italy, the customer must arrange and pay for the return shipment, using a tracked and preferably insured service.

The €9.90 express-courier collection service is available only for returns from Italy and does not apply to returns sent from abroad.

Before sending a return from abroad, always wait for our instructions. International shipping costs can vary significantly depending on the country of origin, courier, value of the item and any shipment insurance.

For items worth more than €50.00, we always recommend a tracked and insured service. We cannot be responsible for parcels lost or damaged during return transport arranged directly by the customer.

Defective, incorrect or non-conforming products

If you have received a defective, incorrect or non-conforming product, please contact us promptly at resi@2bgioielli.it, attaching photographs of the product, packaging and shipping document where possible.

We will assess the report and provide instructions for replacement, repair, refund or another appropriate solution. If the issue is attributable to 2B Gioielli or concerns a non-conforming product, the necessary return-management costs will not be charged to the customer.

Refunds

Once we receive the returned item and verify its condition, we will issue the refund using the same payment method used for the order.

For cash-on-delivery payments, the refund will be made by bank transfer; in this case you will need to provide the bank details required for the payment.

The refund will include the amount paid for the returned items and, where applicable, the standard delivery charges paid when the order was placed. Any additional costs resulting from a more expensive delivery service chosen by the customer will not be refunded.

We reserve the right to withhold the refund until we receive the goods or until proof of return shipment is provided.

The cost of the return collection service, where requested by the customer and applicable, may be deducted from the refund.

Exchanges

Product exchanges are possible only subject to availability. If the requested replacement product is unavailable, we will issue a refund as described above.

Assistance

If you have any questions, please contact us at resi@2bgioielli.it.