Frequently Asked Questions

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From expert jewelry advice, to customer service we have you covered.
Browse our topics here below to find the answers you are looking for.

How do I place an online order?
Ordering on Vaggi.it is easy and safe. Once you have found the item you would like to purchase, click on the “Add to Bag” button to place it in your Shopping Bag. Follow the directions through the checkout process to complete your order.
Your order will not be placed until the very end of the checkout process when you will be asked for your credit card information. Once your order is placed you will receive an email confirmation containing your order details.

Is it safe to shop online?
At S.Vaggi we take the safety and security of your data very seriously. We use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of sensitive information such as your name, address and your credit card details. This means information passed between your computer and our website cannot be read in the event of someone intercepting it.

Is S.Vaggi trustworthy?
Shopping at Vaggi.it is safe and reliable, thanks to secure payments, trackable and insured shipments. All our modern jewels are marked with the 18kt gold stamp, and we only sell vintage and antique pieces that have been tested as gold in our laboratory.
We run our jewelry family business from 1965 and are committed to offer online the same level of expertise and that you would find visiting our boutiques.

Can I cancel or modify my order?
Unfortunately we are unable to modify your order once placed. We are able to cancel your order if it hasn’t been shipped yet, please contact us and we will be happy to help you.

What payment methods do you accept?
We accept the following payment options:

Visa
Visa Debit
Mastercard
American Express
PayPal

Are taxes included in the prices?
Yes, all our prices are inclusive of VAT (value added tax).

Why the price at checkout is different from the price I see on the product page?
Our online store currently uses an automatic 'rounding up to the nearest integer' system to provide you the most accurate tax calculation. This is why at checkout you may find a variation of few cents up or down from the original price. We apologies for this inconvenience.

Can I get tax-free prices online?
All our prices are inclusive of VAT. We offer tax-free prices on all sales over €154,90 for customers resident outside of the EU VAT regulation area. Tax-free prices are automatically calculated at checkout after selecting the country of delivery.
Please read our Tax Free Regulation for more details.

I didn’t receive an order confirmation email. What should I do?
Please allow a short time for your confirmation email to appear in your inbox and please check your junk mail. If you still haven’t received your order confirmation within 2 hours from placing the order please contact us and we will be able to assist.

I ordered a gift. Is the packaging discreet?
Our shipment boxes are branded. If you are ordering a gift and want it to be a surprise, please let us know via the message box that you will find in your shopping bag. We will make sure to wrap it discreetly.

My promotional code doesn't work. What should I do?
Please double check you have entered your code correctly and all terms of use are met for the code (i.e. item is full price, the code is not being used in conjunction with any other offer, discount or promotion etc.). If your code still does not work please contact us and we will be happy to advise.

I can't checkout. What should I do?
Please try using a different device (desktop, mobile or tablet) or web browser (Chrome, Mozilla, Safari). If you are still unable to checkout please contact us and we will be happy to help.

How can I request more information on a product?
If you have any questions on our collection, products or designs, please contact us and we will be happy to assist.

Do you offer customisation and resizing?
All our pieces are unique items and are available in one size only, however the majority of them can be adjusted to fit your size. Please refer to the product description for item size and details about customisation. Please note we cannot offer refunds for items that have been customised or engraved.

How much does customisation cost?
Resizing is free of charge on all orders.

What if I don’t know my size?
Please consult our Size Guide where you can find detailed information on jewelry sizes for rings, bracelets and necklaces. Read our Size Guide now.

How can I measure my jewelry to be sure I order the correct size?
All our items are unique pieces that come in one size only, however the majority of them can be altered or made brand new in your required size. Please refer to product details for more information and read carefully our size guide to order the correct size.
Visit our Size Guide with detailed information on how to measure your own jewelry, that will help you pick the correct size.
If you wish to have further advice on jewelry sizes, please contact us.

I got my order resized but it doesn’t fit. What should I do?
If you requested your order to be sized up or down and it doesn’t fit properly please contact us and we will be able to advise.

How much does shipping cost?
We offer Free Global Delivery on all orders placed online.
We ship internationally partnering with fast and reliable couriers. All our shipments are tracked and a signature will be required upon delivery.

Do you ship internationally?
We ship internationally partnering with fast and reliable couriers. All our shipments are tracked and a signature will be required upon delivery. If you have any concern about delivery in your country please contact us and we will be able to assist.

Do you insure your shipments?
All our shipments are fully insured to guarantee a secure delivery. We cover the total cost for the insurance.
To keep your order safe we deliver to your address only. We don't deliver to your next door neighbour if you're out and we don't leave it near your door either.

Can I change the delivery address on my order?
Unfortunately once your order has been placed we are unable to make any changes to the delivery address. Please contact us if you require further assistance on your order.

How long does it take to prepare my order?
We aim to get your orders to you as soon as possible. Please allow us up to 4 working days to process your order and prepare the secure shipment for the courier.

How long does delivery take?
We partner with fast & reliable couriers and aim to get your order to you as soon as possible. Our delivery can take up to 8 working days. Please note this does not include any additional time necessary to clear customs once the package reaches your country.

I haven’t received a shipping confirmation email. What should I do?
We aim to ship your order within 2 working days from the date your order has been placed. If you haven’t received a shipping confirmation email after this period please contact us and we will be happy to help.

My order hasn’t arrived yet. How can I track it?
International deliveries can take up to 8 working days. Please note this does not include any additional time necessary to clear customs once the package reaches your country. If you haven’t received your order within 10 days from the shipment confirmation email please contact us and we will be happy to assist.

My item has arrived but it’s faulty. What should I do?
If you think you have received a faulty item please contact us, including your name and order number. Our customer service team will be happy to advise you. Keep your delivery box as we might ask you to take pictures of it to assess the damage.

Please note our vintage and antique items might be marked by time being old pieces. If you wish to know more details on signs visible on vintage and antique items please contact us and we will be happy to assist.

What is your return policy?
We want you to be completely satisfied with your order. If for any reason you are not happy with your online purchase, you can return it within 20 days of the date of receipt. Please read our Return Policy for further information.

How do I return my order?
If you wish to return your order please fill the return form you find within your delivery and follow the instructions to send it back to us. If you need further assistance with your return please contact us and we will be happy to assist.

How can I get a new returns form?
If you have lost your returns form you can download a new form by clicking here.

Can I return a customised item?
We unfortunately cannot offer refunds for items that have been customised or engraved. Please contact us if you wish to return a personalised order.

Do you offer exchanges?
Online exchanges are available only for orders placed via our website, on S.Vaggi's modern jewelry, Buccellati, Roberto Coin and Rivalta products. Unfortunately we cannot exchange vintage and antique styles and watches. Please contact us if you would like to exchange your item, and we will be able to assist.

How long does it take to get my money back?
Returns are usually processed within 10-14 business days from the date we receive your parcel back. Refunds are credited via the same payment method you used for your original purchase. Please allow 5 days for the refund to appear in your bank account.

How many carats is your jewelry made of?
All our modern jewelry (including Designer pieces) is made in 18kt gold. The 750 gold mark, corresponding to 18kt gold, is visible on all our items.
Vintage and antique pieces might come in lower carat gold and might not feature a gold mark. Please refer to product description for details.

Do you work with synthetic gemstones?
We pride ourselves on working with premium materials only. For our modern and Designer pieces, all gemstones are real, as we do not sell modern products featuring synthetic gemstones. Vintage and antique style might feature synthetic or non precious gemstones depending on design and original production time.

How can I make sure my product is real gold?
All our modern jewelry (including Designer pieces) is made in 18kt gold. The 750 gold mark, corresponding to 18kt gold, is visible on all our items. We only sell vintage and antique pieces that have been tested as gold in our laboratory, however these pieces might come in lower carat gold and might not feature a gold mark.

Where are your diamonds sourced?
All our diamonds (and other gemstones) are ethically sourced. We require all our suppliers to respect our code of conduct, operating in full compliance with the laws, regulations or other legal requirements of their respective country, including those governing compensation, human rights, child labour, working conditions and environmental protection.

Do you provide diamond certificates?
All our gemstone products come with our own certificate of authenticity.
For solitaire diamonds we can provide GIA certificates upon request for stones over 0.55 carats. Please note the certificate’s cost will be at customer's charge and can take up to 2 months time. Contact us if you wish to request a GIA certificate for your solitary diamond.

What product certificates do you offer?
All orders come with our own certificate of authenticity. This certificate will include details on gold caliber, gemstones size and quality.
The certificate of authenticity can be used for your personal jewelry insurance policy.

Can I get my item repaired?
We are happy to offer our repair service on all our orders. In order to assess feasibility we will need as many details as possible including pictures and proof of purchase. Please contact us if you would like your item repaired and we will be able to assist.

How should I clean my jewelry?
We recommend you having your jewelry professionally cleaned as often as once a year. Between professional servicing, you can clean your jewelry using hot water, dish wash soap and an old soft toothbrush.

How do I care for my jewelry?
Dust, pollution and daily wear all conspire to cloud the brilliance of gemstones, while the surface of gold, platinum and silver jewelry can become dulled. Timeworn prongs and clasps can result in the loss of a gemstone or an entire piece of jewelry.
We advise you to examine your jewelry regularly to make sure settings are snug and clasps and joinings are secure. Avoid exposing gold jewelry to household bleach, protect your jewelry from impact against hard surfaces or other gemstones, and avoid contact with abrasive surfaces.
Jewelry storage is important as well. At the time of purchase, all our jewelry is wrapped in a protective box, or pouch. Between wearings, we recommend that you place it back in its original case or another suitably lined box or pouch.

Would you clean and polish my jewelry for me?
Visit us at our boutique on the Ponte Vecchio and we will be happy to offer you professional clean and polish service for your online order.

How do I know your Designer products are real?
We are official retailers for all Designer brands and Watches you see on our website. You can easily recognise official pieces by the original signature on the item. All pieces come with their official warranty from the Designer or Watch brand.

How can I request a Designer item that is not visible in your catalog?
Not all Designer’s collections are available online. If you already know the style you are looking for, or would like to enquire about a piece that is not online, please contact us and we will be happy to help you.

Can I customise a Designer product?
Unfortunately we are unable to customise Designer products. Please contact us if you wish to know more about personalisations on Designer items.

Can I order a different dial or strap for my watch?
All our watches are available only in the styles visible on site. Please contact us if you would like to enquire about a different style or accessories.

Does your website use cookies and why?
Our website uses cookies to improve your shopping experience. Cookies are automated portions of code through which we collect information on our website and by which we can sometimes track information about your use of our website. We use cookies to optimize your user experience, the functionality of our website and our service to you. When you visit our site, our web server sends a cookie to your computer, which allows us to recognize your computer to perform a variety of functions. Please read our Cookie Policy and our Privacy Policy for full details.

What information do you store?
At S.Vaggi we are committed to respecting the privacy rights of visitors to our website. Our Privacy Policy explains how we collect, store and use personal data about you. Click here to read the policy in full.

What are you doing with my information to comply with GDPR regulation?
S.Vaggi has approached GDPR compliance with the trust and confidence of its customers in mind. Responsible personal data processing is at the core of what we do. To learn more about how we process your personal data, please visit our Privacy Policy. If you have any questions, please direct them to our Privacy Office at privacy@vaggi.it.
We use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of sensitive information such as your name, address and your credit card details. This means information passed between your computer and our website cannot be read in the event of someone intercepting it.

If you need further assistance, please do not hesitate to contact us.