Accounts
We recommend creating an account in your name because it allows you to:
- Check your orders at any time.
- Modify and/or cancel your orders quickly in case you realize you have made some mistakes (obviously respecting the cancellation and/or modification times indicated in the order FAQ).
- Remind you which products you have already purchased.
- Check which shipping or billing address you have recently used and update and/or change it if necessary.
- You can take advantage of exclusive discounts and promotions that only registered users can receive.
- You can be updated on news.
Remember that your account is free and allows you to shop easily, without having to enter your details each time. Through your account, you can take advantage of exclusive promotions and discounts. Plus, your account helps keep you informed of new arrivals.
If you still want to deactivate your account, send an email to info@capriccigemstones.com with the subject "ACCOUNT CANCELLATION" and indicating the following data:
- Your date of birth.
- Your billing address.
- The email address with which you registered your account.
Once we receive this information, we will deactivate your account and send you an email to confirm the closure.
If in the future you change your mind and want to go shopping again, all you have to do is contact us again by providing your details again and we can reactivate your account. Alternatively, you can register again using a different email address.
To change your data, log in to your account and inside you can change:
- Your password.
- Your email.
- Your shipping and/or billing address.
- Your contact preferences.
Remember to save your changes when you're done.
The changes will not affect orders already placed.
We recommend that you check your account from time to time to make sure your details are correct.
Contact us at the email address info@capriccigemstones.com we will reply as soon as possible.
Discount Codes
First select all the products you want to buy and add them to your cart.
Before proceeding to complete the order, in the "DISCOUNT CODE" section you can enter your coupon code and click on "APPLY", the system automatically updates by entering the promo.
You can verify that the discount has been applied by checking the item summary: the discount value will be deducted and the total price will be adjusted.
Note: Remember to enter the promotional code at checkout as it will not be possible to add it later. Pay attention to this aspect because even by contacting the company directly the coupon cannot be applied after placing the order.
It could be due to any of the following reasons:
- Always make sure you enter the promotional code exactly as it was provided to you, with no spaces.
- Only one promotional code can be used per order. This also includes codes for free shipping.
- As we have different promotional codes, the terms and conditions of use may vary. Make sure you read them carefully when you receive a code.
- Some promotional codes are only valid for certain customers or countries.
- If the discount is active only for a certain country, this will be reported in the Terms and Conditions of Use.
If, after checking all these aspects, your code still doesn't work, get in touch with our Customer Service by writing to info@capriccigemstones.com.
No, discount coupons and promotions are not valid for previously placed orders. The only way to take advantage of the discount coupon is to enter it when confirming the order as indicated above, no discount coupon can be added later.
The validity period of the discount voucher is always clearly indicated in the email sent to you with the discount code; in order to use the discount voucher, the customer must make the purchase by the voucher's expiry date.
Promotions are not cumulative; for example, if you have used a discount voucher you are not entitled to free transport. In the event that a promotion can be combined, the text of the email will clearly indicate this.
You can find various discounts in the following ways:
- We advise you to keep an eye on our site as we often offer attractive promotions.
- We often send promotional codes to customers who subscribe to our newsletter. So we advise you to make sure you are subscribed to the Newsletter. Haven't you done it yet?! Sign up to our newsletter!
Collaborations
Contact us by writing to info@capriccigemstones.com if possible indicating some details regarding the idea of collaboration.
How to make a return
We accept return requests only within 14 days of delivery of the order, after this period the return is no longer accepted.
According to the provisions of the Consumer Code, the Purchaser may, within 14 (fourteen) working days from the date of receipt of the package containing the goods ordered, withdraw from the purchase contract by returning the goods received in their original packaging, without tampering no warranty seal or simply open and/or damage the outer packaging itself.
In particular, for contracts concerning the sale of goods, if the goods have been delivered, the substantial integrity of the goods to be returned is an essential condition for exercising the right of withdrawal.
The provisions relating to the exclusion of the right of withdrawal for some categories of goods and services provided for by art. 59 of the Consumer Code.
In particular, the right of withdrawal is excluded for goods sold "made to measure" and in the event that the sale service concerns the supply of sealed goods which do not lend themselves to being returned for hygienic or health protection reasons and are been opened after delivery (Article 59 letter e) of the Consumer Code. In this case, specific provisions are envisaged for sealed products which, once opened and released from the seal, are no longer intact and usable. The latter, if not deprived of the appropriate seal, will no longer be subject to the consumer's right of withdrawal.
The Purchaser, exercising the right of withdrawal in accordance with this article, within the terms and according to the methods described below for the return of the products, will be able to obtain at his choice:
- reimbursement of the amount paid for the products sent back to the central warehouse, by crediting the relative sum to your credit card or by bank transfer;
- the credit of an amount equal to the price of the products sent back to the central warehouse, usable only on the Website.
Pursuant to article 67 paragraph 3 of the Italian Consumer Code, the return costs will be borne exclusively by the Purchaser.
We also remind you that parcels sent at the recipient's expense will not be accepted.
The Seller will reimburse the customer for the full amount already paid for the product within 14 days of receipt of the return form containing the decision to exercise the right of withdrawal. The Seller reserves the right to withhold the refund until it has received the goods or until the Buyer has demonstrated that he has sent back the goods.
The Purchaser and/or the recipient of the Order must necessarily complete the return form, received by e-mail after contacting customer service, duly completed and signed as indicated.
The products must be returned to the Seller in their substantial integrity, with their original packaging, accessories, instructions for use and anything else supplied with them, in such conditions that they can be put back on sale.
The Seller will accept the returned goods reserving the right to ascertain that the products have been returned in their original state and with the original packaging.
Reimbursement will be made by transferring the amount charged to the credit card or by bank transfer using the bank details (IBAN code of the invoice holder) provided by the purchaser in the return form.
To change the products purchased online, it is necessary to present a copy of the purchase invoice or order confirmation received with the goods. The exchange can only be made with products of an amount equal to or greater than those to be returned, the re-credit, even partial, of the amount spent can in fact only be obtained by returning the product to the headquarters.
The return of the products will not be accepted after the legal term established for the withdrawal and cancellation of the contract.
The Consumer who exercises the right of withdrawal in accordance with the provisions will be refunded the sums already paid within 15 days, and in any case no later than 30 days from the date on which the Seller (or the service provider) became aware the exercise of the right of withdrawal by the Consumer.
Newsletters
Thanks to the Newsletter we will keep you regularly informed about new products and preview offers reserved for our most loyal customers.
Unsubscribing from the Newsletter is very simple: just click on the link "Unsubscribe from the Newsletter" (or similar) at the bottom of each of our Newsletters and follow the instructions.
Orders
Follow the steps below to make your purchase:
- Enter the product page of the item you are interested in buying.
- Enter the quantity you want for that product and click on "ADD TO CART". Every time you add an item to your cart, a list of the products in your cart will appear on the right-hand side.
At this point:
- Check that all quantities of each item are correct.
- If you want to cancel some items, you can click on the basket icon and the product will automatically be canceled from the cart.
- If you want to change the quantity you can do it in the appropriate box.
- If you have a promotional code, you can enter it in the "INSERT COUPON" section in the checkout. For more information on how to use promotional codes, visit the relevant FAQ section.
- To complete your order, click on "CHECKOUT" to access the checkout page.
Once you enter the checkout page, you will be asked to:
- Log in to your account (if you are already a customer).
- Enter the promotional code
- Enter your shipping details
- Enter additional information
- Enter your billing information
Note: The billing address is the address associated with the card or PayPal account you will use for payment, while the shipping address is the address to which your order will be delivered. These addresses do not necessarily have to match.
Choose the payment method. For more information on the accepted payment methods, visit the appropriate section of the FAQ.
- Once you have selected the payment method you wish to use, all you have to do is click on "PAY NOW".
At this point your order has been successfully placed! You will automatically be redirected to the confirmation page where you will find your order number. A confirmation email will also be sent to the email address registered to your account.
The products remain in the cart until the order confirmation is sent, provided that your browser history is not deleted.
Payments
We accept all major credit cards belonging to the Visa, Visa Electron, American Express and MasterCard circuits, as well as PayPal and payments made by bank transfer.
At the moment we do not accept cash on delivery payments.
To guarantee maximum security in payments, online transactions of your purchases paid by Credit Card or PayPal are carried out through a Secure Server which adopts the SSL (Secure Socket Layer) protection system. This system takes care of encrypting the information entered, so as to make it impossible for external users to intercept them. When paying for your order by credit card, you will be automatically redirected to a secure page (SSL) on the PayPal site which will handle the transaction. On this page you can enter your Card data (number, expiry date and CVV) in an absolutely secure way.
If you have placed your order and PayPal has sent you the debit confirmation via email but, after two working days, you have not received any confirmation email from us, immediately notify us of this event via email at info@capriccigemstones. com, so we can unblock your order within 48 hours.
It may happen that you have attempted the payment 2 times; don't worry, just send an email to info@capriccigemstones.com and send us the 2 authorization codes and the double payment will be immediately refunded to your credit card.
PayPal technicians advise the customer to contact the Customer Service at the credit card issuer to find out what was the reason for the denial. In fact, even if the Card is active and available, there may be other causes that lead to a negative outcome of transactions on banking circuits.
WHAT CAN I DO IF PAYMENT FOR MY ORDER HAS BEEN REFUSED?
As we are unable to restore an order if your payment has been declined, you will need to place a new order.
To avoid your order being rejected again, we suggest that you:
- Check your card information (for example, expiration date, billing address, etc.) to make sure the information is correct;
- Make sure you have entered the security code correctly (the 3-digit number found on the back of your card);
- Your bank (or other card company) may have declined the payment. As the reason for the rejection is not communicated to us, we recommend that you contact them and discuss it directly with them.
If, after following the suggestions above, your order is still declined, we recommend that you try using a different card.
If the card is authorised, payment will be debited immediately and you will receive an order confirmation email.
If the card does not get authorisation, the payment will not be charged and we will let you know that your bank or credit institution did not authorize the transaction.
Please note that even if a payment fails, it may appear that we have withdrawn the amount from the card, as some lenders may hold the amount for a short period of time (usually up to 10 days working).
Shipments
ITALY
Transit time: 2/3 working days.
Cost: FREE for orders over €100.00, otherwise €10.00.
EUROPE
Transit time: 3/5 working days.
Cost: FREE for orders over €100.00, otherwise €15.00.
REST OF THE WORLD
Transit time: 15 business days.
Cost: FREE for orders over €100.00, otherwise €20.00.
Remember that:
- The transit time excludes the order preparation time which is usually 1 working day, although it is possible that it may vary in some cases when the goods ordered are of a large quantity.
- For Basilicata, Campania, Calabria, Puglia and the islands, delivery may require an additional day.
When the company books the courier pick-up, you will receive an automatic email from the courier with the estimated delivery date and tracking number to monitor the shipment.
Subsequently, when the courier actually carries out the collection at the headquarters, he will send you an email confirming the collection.
Yes. In the email that will be sent to you upon receipt of delivery, you will find a link to the express courier page where the shipment number will be specified, as well as the branch to which your parcel has been entrusted and you will be able to follow the status online of delivery to your home.
The courier does not make preventive phone calls and does not manage shipment requests at particular times. Product deliveries will take place during working days.
Our affiliated courier is Poste Italiane, which daily, barring unforeseen events, collects parcels at our office around 4.00 pm.
It is the courier's practice to leave a coupon in the mailbox or near the intercom in which he communicates his passage and the non-delivery of the package. We advise you to contact the branch indicated on the coupon directly to agree on the next delivery.
Please note that if, for any reason, the courier fails to deliver the goods to the destination address, even after several attempts, and the goods are returned to the premises, we will not take charge of any other costs to send the goods again and no costs will be refunded. . This is because the time and resources to make the shipment were used up anyway.
We are sorry but we are not responsible for any loss or theft of packages following specific instructions provided by customers to the couriers who are in charge of the orders. Therefore, if one of these cases should occur, we cannot refund any amount. However, we ask you to send an email to info@capriccigemstones.com specifying what happened and we will only be able to open a complaint against our affiliated courier to encourage him to improve the service, this complaint will not have response feedback but it is only an informational notice.
Before contacting us, make sure you have carried out the following checks:
- Tracking number (shipment number)
Track the progress of your parcel using the link that was sent to you with your shipping confirmation email. - Check the address
Please log in and check that the delivery address and your contact information are correct. In particular, make sure that the recipient's name, the one selected for the delivery address, is present on the intercom/doorbell. - Courier
Check if the courier has left a notice of passage. Your order may be in the courier depot ready to be collected or the courier may be waiting to be contacted to rearrange delivery (in this case you will need to contact the courier directly using your tracking information). - Check with your neighbors if the parcel has been picked up from them in your absence.
If you still haven't received your package or if you have re-arranged its delivery after having followed all the steps, write us an email to info@capriccigemstones.com and we will try to resolve the problem as soon as possible.
For your safety, once you have placed your order we cannot change the delivery address to which the package has been sent.
However, don't worry, if you are not present at the time of delivery, our courier will leave a notice of passage to allow you to rearrange a new delivery or to let you personally collect the package from the nearest branch.
We do not deliver on public holidays and weekends. In these cases it is likely that the package will arrive on the next working day.
We can deliver to both your home address and your work address. If you would like the parcel to be sent to your work address, please first ensure that there is always someone available to collect the parcel, as our courier partner will deliver to your selected address and not to you in person.
We will accept the goods returned sealed by the customer, refunding the amount of the goods, but retaining the transport costs counted for both the outward and return of the package. For example: if you have placed an order paid for by credit card and the transport costs amount to €5.00, we will charge you €5.00 (outbound shipping) + €5.00 (return shipping) for a Total of €10.00
We assure you that upon departure the package is entrusted to the courier in its optimal conditions and with packaging suitable for the number of items and the type of shipment. Unfortunately, however, it can happen that the couriers do not pay much attention to the package during transport, damaging it. Obviously during transport the responsibility is not ours but we are very keen that our customers are satisfied so we can refund the order by assessing the damage. In this regard, it is necessary to send an email notification of the damaged package to info@capriccigemstones.com following the following procedure:
- Writing to us how the package looks when you receive it (if the carton is damaged, if it is wet, if there are product leaks, etc…)
- By sending us photos of the closed package, just received, if the latter has defects that are already visible without opening the package.
- By sending us photos of the open package if the defects are on the items contained.
Once we have received what is indicated, we will evaluate the situation and together with you we will decide the best solution to adopt to resolve the problem.
ADDITIONAL NOTES
We do our best to get orders delivered on time but, on rare occasions, there may be delays in deliveries, particularly during some busy periods. Other factors such as postal or courier delays, logistical problems, adverse weather conditions or the impossibility of our couriers to access the delivery address may also affect the punctuality of deliveries. We will do our best to keep you up to date with the delivery and you should still be able to track your parcel. Occasionally, due to the aforementioned inconveniences, some shipping services may be suspended, the cut-off time may be modified and/or delivery times may be extended. However, we will always strive to limit these changes as much as possible.
Certifications
Each gem is supplied with a technical data sheet which specifies its characteristics and properties. Furthermore, upon request, it is possible to obtain a certificate of authenticity and gemology issued by the Italian Gemmological Institute (IGI), which certifies the quality and origin of the gem in question. However, the certificate is not included in the purchase price of the gem and must be requested separately.