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 it mean?
5. The courier didn'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. When I ordered I gave the wrong address, 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 many 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?

" Express shipping " takes 2/3 working days from the time of processing to reach the recipient. Shipments directed to the islands take on average 1 day more.

How long does it take to process an order?

The order is usually processed within 24/36 hours of placing the order.

Where can I find the tracking number for my shipment?

The tracking code of the package was sent to you at the time of processing of the order on your email . Check your email inbox or log in to your account on our site to retrieve it quickly.

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

When collecting the package, the courier will read the tracking code and register it on the shipping company's portal. It can happen that the registration process takes 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 didn'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 unsuccessful, we recommend that you contact us immediately on the integrated chat on the site to find the best solution. In the meantime, you can leave a note on the doorbell with the instruction 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 3296362939 . Send us a photo of the product and of the harm found.
2. We will send you a PDF to be filled out and inserted in the package.
3. Send the package with your preferred courier Via Emilia Levante 63, 40139, Bologna, C/O Sarti, Di Iorio, Esposito .
4. Once we receive 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?

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

When I ordered I gave the wrong address, what can I do?

In case the package has not yet been processed from our warehouses, it is still possible to change the address. Please contact us immediately by SMS to 3427426999. In case the package has already been processed, we will still try to contact the courier, but the possibility of modifying 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 return 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 3427426999 .
2. We will send you a PDF to be filled out and inserted in the package.
3. Send the package with your preferred courier to Via Carlina 1 , 40054, Budrio, Bologna, made out to Predieri Ivano.
4. Once we receive 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 many days late, what can I do?

Our site guarantees punctuality in 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 the costs of re-shipping .

Can I ask to exchange a product I received for another?

You can certainly 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 at your expense.

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. The list must also include all possible variations of each individual product. At that point we will send you our IBAN and the data for the bank transfer. Once we have received the payment, we will ship the order and communicate the tracking code to you.

Origin and originality of the products:

Are the stones I purchased original and natural?

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

Where do your stones come from?

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