Free Returns and Fast Refunds

We accept returns for a refund or exchange within 15 days of receiving the product. To return an item or report damage or defects, call us on +39 06 905 9116 or contact us. We are not responsible for lost or stolen items.

Please note: two free returns are allowed per customer per year. Within one working day of your request, we will email you a free, fully insured shipping label. To be returned, the item must be in its original condition as purchased, unworn, complete with all original packaging and documentation and the diamond certificate (where applicable), and must be sent back within the 15 days.

Once we receive your return, our quality control team will check the condition of the item. Every return requires a Return Authorisation Code (RAC): without this code we cannot accept the return.

Return Processing

Returns are handled on weekdays and take around seven working days from receipt of the item. Once it has arrived, you will receive a confirmation email or, if you prefer, a phone call. Our quality control team will examine the returned item.

What Is Not Covered by Free Returns and Exchanges

Items that show signs of wear, or that have been altered in any way, engraved, resized by a jeweller other than Bon Gioielli or damaged, cannot be accepted for return.

Refunds

We refund the original purchase amount to the payment method used for the order. For credit card refunds, please allow up to one monthly billing cycle for the credit to appear. If a parcel or item is delivered to you damaged, please refuse the delivery and call us immediately on +39 06 905 9116.

Please keep all packaging materials unless Bon Gioielli advises otherwise. Claims for damaged or missing items must be reported immediately after receiving your order. Bon Gioielli is not responsible for return shipments that are lost or damaged.

How to Return an Order

• Request your Return Authorisation Code: call us on +39 06 905 9116 to obtain the code and request your free DHL label. Write the code on the outside of the parcel you are returning.
• Packaging: with every return, include all original packaging and accompanying materials, including the delivery note and the diamond certificates (if they are missing, a replacement fee of €250 per certificate will be charged). For security reasons, do not write “jewellery”, “diamonds” or similar words on the parcel.
• Shipping and insurance: for the insurance on the prepaid DHL label to be valid, the parcel must be double-boxed. Place the item in its original jewellery box, put that box inside a medium box, and the medium box inside a larger one.
• If you no longer have the original packaging, place the jewellery box in a small DHL Priority box and seal it, then put it inside a medium DHL Priority box and seal that too. Attach the label to the outside of the larger box and take it to your nearest DHL point. Bon Gioielli and DHL are not responsible for parcels left in DHL Drop Boxes or at locations not operated by DHL.