We take great care to select our materials, hand-make our bijoux, and send them to each customer. Before shipping, each item is inspected carefully and packaged securely to ensure that your items arrive safely.
We aim to provide you with all the necessary information to support you in purchasing our bijoux, through our disclaimers, Notices and Terms and Conditions.
In the case that you're not happy with one of our products and would like to claim an exchange or refund, please see our policy below. If you be uncertain over wether you qualify for a return or refund, we would be happy to help. Should you have any questions relating to this process, please feel free to email us at orders @ pietrasanta-bijoux.com.
If you're not completely happy with your Pietrasanta necklace, you can exchange it with another of your choice within 14 days of receiving your initial order. The item purchased that you wish to exchange must be returned to us within 14 days of you receiving the order.
For a necklace exchange to be valid, the item must not have been worn; all original tags must be intact and not removed; and all components of the necklace should be undamaged and in their original state. Any seal must still be in place and unbroken. Similarly, for an exchange to take place, all original packaging must be returned in its original state, unaltered and undamaged. Please ensure that the item(s) and all of their components are securely packaged.
You will be able to exchange your item with one that is in-stock at the time of Pietrasanta receiving your returned item.
Shipping costs for the exchange of a necklace will need to be paid in full by the customer. The product will need to be packaged securely to preserve the quality and integrity of the item during transport. Pietrasanta is in no way responsible for the damage, theft and loss of goods returned during shipment. The customer is responsible for ensuring that the items be successfully returned to Pietrasanta, and as such, we advise customers to always insure their packages when returning any Pietrasanta bijoux, and send via signed delivery.
Please see the section below for more information on how to submit your exchange claim.
Please note - Earrings may not be returned or exchanged due to hygiene reasons. They are therefore exempt from any terms and conditions hereby mentioned allowing for the exchange or refund, unless faulty, of such items.
In line with the disclaimer and addition information provided on each product page, and the contract of purchase between Pietrasanta and the customer, we are unable to provide any refunds other than for faulty items.
As stated on our product pages, the bijoux items may differ slightly in colour and size of the components from the pictures illustrated. Each component may show slight scratches and signs of wear, as a result of the manufacturing process, whether the beads and components be produced with machinery or hand-made. Similarly, the manufacturing process of these beads at times does not lead to uniformity in colour and sizes. Depending on the model, it may also be that the difference in the shapes and sizes of the components is intentional and inherent to the bijoux model. While we will always try our hardest to source and select components of the highest quality and look, we disclaim that the factors mentioned above do not warrant any claim of faulty items.
Each item is inspected by hand and packaged carefully to ensure that the items you have ordered arrive intact and securely. Should any item be subject to the factors mentioned above, they will still be able to serve its intended purpose; match its description provided in its respective product page; and be protected by the disclaimer and the terms and conditions outlined in the contract of purchase between Pietrasanta and the customer.
You will be able to claim a refund for the item(s) considered to be faulty, if the integrity of the model is damaged. Examples include, if the metal wiring connecting the components has unhooked a component or if an earring stud is broken. Evidence of the fault will need to be provided, and more information on how to file your claim can be found in the sections below.
Damage of the packaging, when the item inside has suffered no fault, will not result in a refund or a compensation of any sort.
As part of the refund, you will be required to return the faulty item. All original packaging must be returned in its original state, unaltered and undamaged. Please ensure that the item and all of its components are securely packaged.
We will refund you for the cost of standard delivery for returning the item to us, as per the prices for a basic delivery stated by Pietrasanta during the original order. Should the cost of the return be higher than that, the customer will be responsible for the additional charge. Pietrasanta is in no way responsible for the additional damage, theft and loss of goods returned during shipment. The customer is responsible for ensuring that the items be successfully returned to Pietrasanta. As such, we advise customers to always insure their packages when returning any Pietrasanta bijoux.
Upon approval of your claim, you will be refunded the price paid for the item in addition to the shipping expenses. If the faulty item is part of an order containing multiple bijoux, the shipping expense will not be reimbursed.
Pietrasanta is not liable for any damages caused by the customer's wear and tear, or any other faults that are not a result of manufacturing faults.
Please see the section below for more information on how to submit your refund claim.
Submit Your Exchange Claim
To claim your exchange you will need to send an email to orders @ pietrasanta-bijoux.com quoting your purchase number; item you wish to return; and product name and number of the item you wish to receive instead. Items can only be exchanged for bijoux that are in-stock at the time of receiving the returned item. If you would like to exchange one item for another, you must first return the original item and then place a new order.
Once the item has been returned successfully, and the desired bijoux are available, Pietrasanta will provide you with a unique discount code to use for your new purchase.
If you only wish to exchange a necklace for another of a lower price, please use the discount code provided to you and email us at orders @ pietrasanta-bijoux.com to claim the difference. We will re-imburse you the difference within 14 days of submission of the order. Please note, this re-imbursement only applies for a necklace-for-necklace exchange.
Sales promotions and temporary offers are applicable only when advertised and announced. If an item is bought through a promotion its value at the point of exchange will be equal to the value of when it was purchased. As a result, you will receive a discount code to submit a new order with the credit corresponding to the value of the item at its original time of sale.
The new shipping costs will have to be paid by the customer.
Submit Your Refund Claim
To claim your refund for a faulty item, in line with the nature of Pietrasanta's products and the agreed definition at the point of sale between Pietrasanta and the customer over what constitutes a fault, you will need to send an email to orders @ pietrasanta-bijoux.com quoting your purchase number and product name and number of the item you wish to return. Please provide evidence of the fault and a brief description of the nature of the damage. We will then get back to you to ask for more information, and/or request that you return the faulty item, as per the conditions mentioned in the sections above.
Once the item is successfully delivered and returned to Pietrasanta, we will re-examine the item and the claim. If successful, we will refund you within 14 days of accepting your claim.
Pietrasanta is a registered trademark of FDM Jewellery Ltd. and operates under UK law.