Frequent questions

Deliveries and shipments:

1. How long will it take for my package to arrive?
2. What are the order processing times ?
3. Where can I find the tracking number for my shipment?
4. I received the tracking number but it is not active yet, what does this mean?
5. The courier couldn't find me, what can I do?
6. I received a wrong or damaged product, what can I do?
7. One or more products I ordered were missing from the package, what can I do?
8. I gave the wrong address when ordering, what can I do?

Returns and Refunds:

1. I received a product that I don't like, how can I return it?
2. I received a wrong or damaged product, what can I do?
3. I received a product several days late, what can I do?
4. Can I ask to exchange a product for another?

Accounts and payments:

1. I lost my account login credentials, what can I do?
2. Can I pay for my order by bank transfer?

Origin and originality of the products:

1. Are the stones I purchased original and natural?
2. Where do your stones come from?

Deliveries and shipments:

How long will my package take to arrive?

By purchasing " standard shipping ", the average order takes approximately 3/4 working days from the moment of processing to reach its destination. By purchasing " express shipping ", the average order takes 2/3 working days from the moment of processing to reach the recipient. Shipments to the islands take an average of 1 day longer.

What are the order processing times?

If the order is placed by 6pm on the current day it will be managed and processed within 36 hours. If it is carried out after 6pm on the current day the processing times will be approximately 48/60 hours.

Where can I find the tracking number for my shipment?

The package tracking code was sent to your email when the order was processed. Check your email inbox or log in to your account on our site to quickly recover it.

I received a tracking code but it is not yet active, what does it mean?

When collecting the package, the courier will read the tracking code and register it on the shipping company's portal. The registration process may take up to 48 hours to complete. In our experience, it can happen that the package is even delivered before the code is registered online. If you have any doubts about the status of the shipment you can write to us in the integrated chat on our site.

The courier couldn't find me, what can I do?

The courier always makes two delivery attempts before the package is returned to the sender. If you are often away from home and the first attempt is not successful, we recommend that you contact us immediately on the site's integrated chat to find the best solution. In the meantime, you can leave a note on the doorbell instructing you to leave the package with a neighbor.

I received a wrong or damaged product, what can I do?

If you want to return a damaged product, follow these instructions.

1. Contact us via the app Inbox integrated into the site, or alternatively on Whatsapp , Telegram or SMS to 3349826403 . Send us one photo of the product and the harm found.
2. We will send you a PDF to be filled out and included in the package.
3. Ship the package with the courier you prefer Via Emilia Levante 63, 40139, Bologna, C/O Sarti, Di Iorio, Esposito .
4. Once we have received the return, we will evaluate the condition of the products and refund the amount spent on the site.
5. Re-shipping costs will be at our expense .

One or more products were missing from the package, what can I do?

If all the products you ordered have not arrived, please contact us via the integrated chat on our site. We will resend the missing items. However, if a specific shipping period is indicated on the missing products page, everything is normal. You received the items with fastest delivery time first. You will receive the others soon .

I gave the wrong address when ordering, what can I do?

In the event that the package has not yet been shipped from our warehouses, it is still possible to change the address. Please contact us immediately via SMS at 3349826403 . If the package has already been processed, we will still try to contact the courier, but the possibility of changing the delivery data is not guaranteed.

Returns and Refunds:

I received a product that I don't like, what can I do?

Within 14 days of delivery of the order you can exercise the right of withdrawal without specific reasons. You can follow the return procedure indicated below. We remind you that in this case the reshipment costs will be at your expense.

1. Contact us within 14 days of delivery via the app Inbox integrated into the site, or alternatively on Whatsapp , Telegram or SMS to 3349826403 .
2. We will send you a PDF to be filled out and included in the package.
3. Ship the package with the courier you prefer Via Emilia Levante 63, 40139, Bologna, C/O Sarti, Di Iorio, Esposito .
4. Once we have received the return, we will evaluate the condition of the products and refund the amount spent on the site.
5. Re-shipping costs will be at your expense .

I received a product several days late, what can I do?

Our site guarantees punctual deliveries, and covers any inconvenience caused by excessive delays by the courier. If the package arrives more than 10 working days late, you can proceed with the return without re-shipping costs .

Can I ask to exchange a product received for another?

You will certainly be able to exchange a product for another of the same price, receive a partial refund if the new product costs less or add the difference if it costs more. The costs of re-shipping the rejected product and those of the new product will be your responsibility.

Accounts and payments:

I lost my account login credentials, what can I do?

To recover them you can follow the guided procedure on the site. In case of problems you can always contact us via the integrated chat.

Can I pay for my order by bank transfer?

If you want to pay for your order by bank transfer, you can send us the list of items you want to buy and your shipping address , complete with mobile number, via the chat integrated into the site. All possible variations of each individual product must also be listed in the list. At that point we will send you our IBAN and the bank transfer details. Once payment has been received, we will ship the order and notify you of the tracking code.

Origin and originality of the products:

Are the stones I purchased original and natural?

Our site sells both stones of natural origin and artificial stones. If the stone is of artificial origin it will be indicated in the product sheet otherwise the stone will certainly be natural.

Where do your stones come from?

Most quartz and agates come from South America (Brazil, Peru, ...) Many stones also come from Africa (Malachite for example) and India (Moonstone). Some stones then come from Russia (Shungite) and China .