Returns & refunds

What is your return policy?

If you want to return an item, this must be submitted via email to hey@sandrinediodati.com within 14 days from the delivery date with the order number.

I can only accept items if they are unworn, new and without any sign of damage, nor without stones or other parts missing, in its original boxed packaging and with proof of purchasing.

For bespoke items, the EU rule of a 14-day cooling off period for online purchases does not apply as these items are made to order.

Of course, if an item is faulty or does not look or work as advertised on this site, I will repair, replace, reduce the price or give you a refund. (Note that this is within the limits of visual differences as described in the Terms of Service as materials such as chains and (precious) stones can always differ slightly from item to item.)

Please contact me if you think something's wrong with your item and I'll be happy to assist you.

What if the size is wrong?

Make sure you know the correct size before you order, as I cannot exchange items because of sizing issues. Instructions on the best way to achieve this can be found in the Sizing section.

For certain rings, it is possible to change the size after purchase. However, the cost for this is € 35.- plus material cost and shipping costs. Please contact me for a quote if you'd like your ring resized.

How long until I get my refund?

Once I receive your item in unworn and undamaged condition, in its original packaging, and with proof of purchase, a refund is initiated as soon as possible. Most credit card providers can take up to 7 business days to process your refund before it show up in your bank account, for other payment methods please contact your payment provider.

Orders and shipping

When will I receive my order?

I process orders as soon as I receive them, but as they're made to order please allow for the lead times listed on the product page. As soon as an order is ready and the item shipped, you will receive a tracking code via email.

Do you deliver to PO Boxes or hotels?

No, I do not deliver to PO Boxes or hotels.

What do I do if I have not received my order?

Should you not have received your order, please contact me and I will try and help you the best I can. 

What if my item is broken on delivery?

If you receive your item damaged, please make clear pictures straight away: of the broken item or items, and of the box or boxes they came in. Contact me immediately to see if I can repair or replace them.

Why are certain sizes of the same item differently priced? 

Certain items –such as rings, necklaces and bracelets– use more or less silver or gold or even pearls when the size goes up or down, and this is reflected in the price. 

Payment methods

Which payment methods do you accept?

Depending on your country of residence, I accept some or all of the following payment methods: VISA, MasterCard, Maestro, American Express, Paypal, iDeal, Bancontact, Apple Pay, Google Pay, and Shop Pay.

Unfortunately, I cannot accept cash on delivery.

Any other questions?

Please contact me with the options given at the bottom of the page, and I'll try and answer any question you have as soon as possible.