FAQ
ORDERING
After selecting a piece, choose your ring size, material, and gemstone (if applicable) from the drop-down menu. Then, click “Add to Cart.”
When you add an item to your cart, a slide-in screen will appear on the right with your items and subtotal. Your cart can be accessed anytime by clicking on the shopping bag icon in the upper right corner of the website.
When you’re ready to place your order, click on the shopping bag icon and select the “checkout” button to proceed. The following steps will require you to provide your email, shipping address, and payment information to complete your order. If you have difficulties, please contact us or send an email to customerservice@oliviagioielli.com. We will be happy to assist you.
WILL I RECEIVE AN ORDER CONFIRMATION?
Once your order has been successfully processed and payment has been accepted, a confirmation message will appear on the screen showing your order reference number.
An order confirmation email with your order details (including your reference number) and payment acceptance will be sent to the email address provided. This email is only an acknowledgement of receipt of your order.
Additionally, once your order has been dispatched, a second email containing tracking information will be sent to you.
WHAT SHOULD I DO IF I NEED ADDITIONAL HELP PLACING AN ORDER?
If you are having trouble placing an order and haven’t found the solution to your problem on this FAQ page, please contact our customer service or send an email to customerservice@oliviagioielli.com.
We are delighted to be a part of this special moment. If you prefer privacy, kindly email us at customerservice@oliviagioielli.com with your special request or leave us a note during checkout.
Each item comes in an Olivia Gioielli jewellery box. If you would like us to include a gift note in the package, please include your message with your order.
CAN I CUSTOM DESIGN A JEWELLERY?
At Olivia Gioielli, we specialize in crafting custom jewellery for our clients. Let us help you create a unique engagement ring, wedding band, or other exquisite piece.
To start the process of your custom jewellery, please get in touch with us,
For more information on custom orders, please refer to the “Custom Orders” section below on this FAQ page.
Unfortunately, we do not currently provide this service.
This means that all our pieces are crafted by hand in our studio, which takes 3 to 5 weeks. Once your jewellery is finished, we will ship it.
IS THERE A WAY TO EXPEDITE THE PRODUCTION PROCESS?
Our general production time without a rush-fee is 3-5 weeks (shipping time not included). If you need an item sooner, please get in touch with us directly at customerservice@oliviagioielli.com to see if we can accommodate your request.
IF I ORDER MULTIPLE RINGS, CAN I KEEP THE ONE I LIKE AND RETURN THE OTHERS?
We want you to find the perfect ring for you. Unfortunately, we cannot send you multiple rings.
We craft our jewellery according to your exacting wishes. As a customer, you are responsible for finding the correct ring size and choosing the ring that matches your style to make sure your ring is perfect for you. Because of this, no such returns are possible.
CAN I PURCHASE A MATCHING WEDDING BAND FOR MY ENGAGEMENT RING?
We are happy to match our wedding bands to your existing engagement ring, no matter where you bought it. Please send us photos of both rings to customerservice@oliviagioielli.com, and we will personally work with you on your order.
IS IT POSSIBLE TO BUY THE RINGS IN A SET INDIVIDUALLY?
Yes, all of our rings sold in sets are also available separately. You can find this option in our drop-down menu, but if you have difficulties choosing the correct option, don’t hesitate to contact us or via email at customerservice@oliviagioielli.com.
I SAW A RING ON YOUR INSTAGRAM PROFILE BUT CAN’T FIND IT ON YOUR WEBSITE. CAN YOU HELP?
Some of our rings have names. If the ring is not linked on our Instagram page, enter the name in our search bar, and you can find it. If you are still having difficulties finding it, please DM us on Instagram, and we will gladly send the direct link to you.
SOME RINGS HAVE JUST “ONE IN STOCK.” WHAT DOES THAT MEAN?
Our rings are custom-made, and the gemstone products may show limited stock. However, we can always source similar stones to recreate the ring for you. Contact us at customerservice@oliviagioielli.com for custom work inquiries.
I FOUND THE RING I LIKE, BUT THE DESCRIPTION SAYS IT HAS BEEN SOLD. CAN IT BE RECREATED FOR ME?
All our rings are custom-made and the gemstones can be replaced with similar ones. Prior to purchasing, contact us at customservice@oliviagioielli.com to receive photos of suitable stones to select from.
DELIVERY & SHIPPING
What countries do you deliver to?
We sell for the following countries:
- United States (US);
- United Kingdom (UK);
- Canada;
- EU (Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Serbia, Spain & Sweden)
- United Arab Emirates (UAE);
- Australia;
- Bahamas;
- Cyprus;
- Dominican Republic;
- Gibraltar;
- Hong Kong;
- Japan;
- Jersey;
- Monaco;
- Montenegro;
- New Zealand;
- Norway;
- Philippines;
- Switzerland;
- Turkey;
- Vatican;
- Virgin Islands (US).
If your country is not listed here, please contact us or email us at customerservice@oliviagioielli.com to consult the delivery availability.
All of our pieces are shipped using Express delivery.
What address details do I need to include in delivery?
To ensure the safe delivery of your package, please provide your full name, building and street address, city, state/province, postal/zip code (if applicable), and phone number.
To prevent unnecessary delivery delays and extra fees, please ensure that you provide accurate address details.
Will I need to sign for my parcel?
Yes, a signature is required upon delivery to ensure the package has been delivered to you.
Once your order is shipped, a confirmation email will be sent to you with the tracking number. You can track the package by clicking the DHL tracking link or entering your tracking number here.
What shipping courier do you use?
All of our deliveries are handled by DHL Express.
We understand that engagement rings and fine jewelry are often purchased for special occasions and may involve a surprise. That’s why our packages are discreetly packed to prevent any hint of the contents inside.
Can I ship to an address that is different from my billing address?
Yes! When placing an order, you can provide separate billing and shipping addresses by specifying them at checkout.
How long does it take for my order to ship?
Your order will leave our studio shortly after or within our processing time that is 3-5 weeks.
Will I be charged an import tax for my order?
Buyers are responsible for any customs fees, taxes, or receiving fees. They must also comply with any import restrictions to their country from the UK. As customs vary by country, we cannot advise on these charges. Please contact your local customs office for more information before placing your order.
However, in the US, it varies by state and is typically between 2% and 5%. It is recommended to research this topic to avoid any issues.
Are there any delivery exceptions?
We do not deliver to P.O. boxes, mail-forwarding addresses, and temporary residence addresses. This is because all our packages need a signature upon delivery to ensure safe and undamaged delivery of your order.
We use DHL Express for shipping. Please note that no deliveries are made on weekends or national public holidays. You can contact DHL in your country to arrange a special weekend or holiday delivery for an additional fee.
Do you offer expedited shipping?
Our orders are shipped through DHL Express, which is known for providing the best express shipping services.
PRODUCT CARE & SERVICES
How do I take care of my jewellery?
Jewellery pieces are delicate, and it is important to be handled with care and stored properly. We advise removing it before doing work which involves contact with chemical substances or activities that might cause damage to the surface or shape of your piece.
For details on how to take care of your Olivia Gioielli piece, please review our Jewellery Care Guide.
Do you offer recycled materials for your jewelry?
All of our pieces are made with recycled precious metals. Recycling precious metals in the jewellery industry is more than just a trend: it is a common practice and the most environmentally friendly way in order to create fine jewellery.
With the use of recycled precious metals in our production process, we’re taking small steps that will hopefully lead to the end of unfair and inhumane mining practices.
Do you offer ethically sourced products?
Olivia Gioielli’s timeless treasures are ethically sourced and handcrafted by skilled artisans in our studio in London, United Kingdom. All of our gemstones and diamonds are mined from legitimate sources.
RING SIZE
What should I do if I can’t see my ring size in the drop-down menu?
Please send us a message or email to customerservice@oliviagioielli.com.
Can the rings be made in all ring sizes?
All of our rings can be made in the size you need. If you don’t see your ring size, please send us a message or email to customerservice@oliviagioielli.com.
Can I change my ring size after placing my order?
We start designing the ring within 24 hours of your purchase. If you bought the incorrect number, please send your correct ring size and the order number to customerservice@oliviagioielli.com in this timeframe. After we start crafting your ring, it is not possible to change the size.
I received my ring, but it doesn’t fit. Can you resize it for me?
Please be careful when you inform your ring size because we do not offer a resize service.
We do not offer refunds if the size of the ring you previously provided is not correct. Any changes to the items (ring resizing, soldering, exchanging stones, etc.) void our warranty.
Most of our rings can be resized, but some cannot. Depending on the setting and the prongs, resizing certain rings can seriously damage the stone. We suggest contacting us at customerservice@oliviagioielli.com for assistance before reaching out to your local jeweller.
CUSTOM ORDERS
Can I custom design an engagement ring?
The core of our business is custom-made engagement rings, and we are delighted to work with you to create a unique ring or customise an existing piece to fit your style. For all inquiries regarding custom jewellery, please contact us at customerservice@oliviagioielli.com.
How does the process of designing a custom piece work?
Before we begin creating your custom ring, we recommend that you share as many references, sketches, or ideas you may have. From there, we will work closely with you to determine the details of your ring, including the stones, material, ring size, and design.
We will then make a 3D preview of your ring. 3D previews are for serious buyers only. The first preview is free of charge, the second one is GBP 100, and any additional ones are GBP 50. This amount is later deducted from the purchase price of the jewellery.
After you confirm the design and purchase the ring, we start crafting it.
A mould is made, and the ring is cast.
The stone is polished and set.
Our lead designer and founder gives the final stamp of approval,
After passing our quality assessment, the ring is ready to be shipped and delivered to you.
To ensure the highest quality, we dedicate our energy and attention to every detail of crafting your ring, which takes about 3-5 weeks after receiving the payment.
If, at any point in the process, you need updates about your order, please feel free to contact us at customerservice@oliviagioielli.com with your order number.
Is it possible to get a preview of the custom design?
Absolutely! We would be delighted to create a preview of your personalized design. However, please be aware that there will be an additional fee for custom previews.
Are there any starting or extra costs for custom pieces?
The only extra cost for custom pieces is the deposit cost for 3D previews. We offer the first preview free of charge, the second one is GBP 100, and any additional ones are GBP 50. This amount is later deducted from the purchase price of the jewellery.
To avoid additional 3D previews, please be as specific as possible with your request.
During your conversation with our customer service team, you will receive a special link to pay a deposit fee once needed.
Can I return my custom piece if I’m unhappy with it?
All custom jewellery sales are final and cannot be returned or exchanged.
I like a ring on your website but would like to have it with a different stone. Is that possible?
We can always customise our current designs with the gemstones of your choice. Please contact us at customerservice@oliviagioielli.com with your inquiry.
Please send us any references, sketches, links, or ideas you may have for the ring you envisioning to customerservice@oliviagioielli.com. We’d be delighted to assist you in bringing your vision to life. In your message, kindly include the specifications for the stone, colour, size, and side stones you’d like. Also, please let us know your preferred material and your ring size.
I have a ring in mind, but I am not sure whether you can make it within my budget. What should I do?
Please send the specifications of your ring along with your estimated budget to customerservice@oliviagioielli.com. We will let you know if it is doable or offer alternative suggestions.
Can I choose the specific colour of the gemstone?
For most of our rings, you can choose the stone’s colour. However, please note that you should first pay a deposit so we can source the stones for you to choose from. The deposit amount depends on the stone and is later deducted from the final purchase value. Please get in touch with us at customerservice@oliviagioielli.com to get started.
Can I see the stones you have in stock?
Absolutely! Please contact us at customerservice@oliviagioielli.com with your request, and we will send you options. If we don’t have the stone you desire for your ring, we’d be glad to find it for you. But before that, you need to make a deposit whose amount will vary depending on the stone. This deposit amount will be deducted from the final purchase value.
PAYMENTS & FINANCING PLANS
What payment methods are available?
We accept payments via credit cards, Klarna & wiretransfer.
What credit card payment do you accept?
We accept all major credit cards like Visa, Mastercard, Maestro, and more.
Are there any flexible payment options?
We offer payment in up to 5 instalments. For more information, click here or contact us at customerservice@oliviagioielli.com.
Can I pay with multiple credit cards?
If you would like to pay with more than just one card, please contact our customer service at customerservice@oliviagioielli.com before ordering so we can arrange everything for you without any inconvenience.
Which company do you use for your payment plans?
We have two options:
- Klarna. This company gives you the option to pay in 30 days or split your payment into up to 3 instalments; and
- Olivia Gioielli’s Payment Plan. We offer the convenience of splitting your payment into 5 instalments with 0% interest. We take care of creating the instalments and send you a link to make each payment.
You can see all Payment Plans details here, and if you have any questions, please don’t hesitate to contact us or email customerservice@oliviagioielli.com.
We offer 0% interest payment plans with up to 5 instalments. The production process will start after the first payment, and the item will be shipped shortly after the last payment.
If you are interested in a payment plan, please get in touch with us at customerservice@oliviagioielli.com and let us know the number of instalments you would prefer. We will send you the link for your first payment, and you can make subsequent payments at your convenience.
I would like to make my first instalment for a ring. How can I go about that?
If you have chosen the ring you want to purchase or have already discussed creating a custom piece, please contact us at customerservice@oliviagioielli.com. We will arrange a listing for the instalment and send it to you.
We do! If you are looking for a gift and can’t decide, give them the gift of choice! Please get in touch with us at customerservice@oliviagioielli.com so we can arrange this, especially for you. All E-gift cards will be sent as an email to the recipient.
We choose a few items per month to run a special sale. Also, there are special discounts and promotions for those subscribed to our newsletter.
If you are interested in bulk orders or wholesale partnerships, please contact us at customerservice@oliviagioielli.com.
RETURNS & EXCHANGES
Can I return a custom-designed piece?
All of our custom-made pieces are considered final sale and cannot be returned.
What is your return and exchange policy?
We don’t accept exchanges or returns because all our items are made to order following your specifications, such as size, gold colour and stone specifications.
WARRANTY & REPAIRS
Warranty
We guarantee our craftsmanship of the metal for one year from receipt of your purchase. If a fault or defect is found, we will correct the defect or make a new piece at no cost to you.
The warranty does not cover the following:
– normal tear and wear (typical signs of wear are considered minor surface damages, which occur due to day-to-day wear);
– accidental or intentional damage caused by the customer or a third party, e.g., catching a ring against something, dropping it on the floor, wearing the ring against a harder metal (e.g., wearing a gold ring next to a platinum ring), etc.;
– loss by the customer or a third party;
– any work post-sale carried out by another jeweller, e.g. resizing, resetting or changing of stones, engraving. We only guarantee our workmanship and not that of other jewellers;
– significant physical or chemical stresses and if the jewellery has abnormal signs;
– the loss of stones.
The guarantee is non-transferable. Please contact us, and we will inspect the ring to advise whether the warranty covers your repair.
If you have questions about our warranty, please contact us at customerservice@oliviagioielli.com with the subject: Warranty Inquiry. We will be more than happy to help you.
Will I receive any certificates for my piece?
Contact us at customerservice@oliviagioielli.com to consult availability and certificate cost.
CHANGE OR CANCEL AN ORDER
Can I change my shipping address after placing an order?
Unfortunately, changing the shipping address after you make a purchase is not possible, so please be cautious when entering your details.
You are free to cancel your custom order within 4 hours after checkout. To cancel your order, please contact us at customerservice@oliviagioielli.com with your order number. Once we receive your request, we will send you a confirmation email to confirm your order cancellation.
