FaqFAQ RELATED TO ORDERS
Why was my order cancelled?
The most common reason for order cancellation is generally linked to the sudden unavailability of product at the time of order fulfillment, or to errors in the billing or delivery address. If an order (in full or in part) should be cancelled, we will notify and refund you its value within 14 days. Timing may vary depending on the banking institution involved in the transaction.
What happens to my order if I purchase an item no longer available in stock?
If, for any reason, the item ordered is not in stock, eSTORE reserves the right to cancel your order. You will be reimbursed the full amount paid as soon as possible. We apologize for any inconvenience.
Can I change or cancel my order?
Once the "order confirmation" email is received, the order can no longer be changed. It is possible however, to cancel the order, up until the time you receive notification (by email) that the order has begun being processed. After that time orders can no longer be cancelled but product can be returned, for any reason, within 14 days. For further information please consult our sale terms at: officinabernardi.com/en/sales-condition.html
FAQ REGARDING RETURNS AND EXCHANGES
Instructions regarding returns
Customers have the right to return orders (without giving a reason) within 14 working days of receiving the items. You can inform us that you want to return goods by:
- fax: +39 (0422) 828774
- e-mail: firstname.lastname@example.org
All delivery charges for returned goods are the responsibility of the purchaser. Items returned will not be accepted unless they are intact and in perfect condition, with the original packaging (closed and with delivery seal). Items should be sent to:
Officina Bernardi Via Vallina Orticella, 8/16 31030 Borso del Grappa (TV) - ITALY
The courier will collect the items upon agreement with Calicantus. Reimbursement for returned articles will be made by bank transfer within 14 days of receiving the returned item. Articles that are incomplete, worn, damaged or dirty due to the customer’s fault will not be reimbursed and will not be eligible for credit to the value of the initial order.
For more information regarding returns/exchanges can be found on point #6 of the "Terms of Sales" document, available at: officinabernardi.com/en/sales-condition.html
How long does it take to receive a refund?
Following quality control and acceptance of the returned product, refunds will be issued within 14 days from receipt of product. Timing may vary depending on the banking institution involved in the transaction.
Is it possible to request a change of size on one or more products?
Officina Bernardi offers the possibility for replacement of purchased item with the same item in a different size. Should the exchange involve several products from the same order, replacements are allowed as long as the products to be replaced are delivered inside the same return package.
FAQ RELATED TO WARRANTY AND REPAIRS
What is the best way to care for and store my Officina Bernardi jewelry?
OFFICINA BERNARDI jewelry has a unique brilliance which deserves to be preserved over time. Proper treatment and care of OFFICINA BERNARDI jewelry is essential in avoiding unnecessary damage. It is therefore important to follow the recommended precautions in order to maintain the beauty and splendor of your jewelry just like the first day you received it. Sterling Silver tends to oxidize with time, yet this can occur even sooner if the jewelry comes in contact with damaging agents (ex. perfumes, salt water, sulfur, skin creams, hair spray, chlorine, etc). The degree and speed of oxidation is also influenced by skin type and particular habits of the person wearing the jewelry. For this reason, oxidation is not considered a manufacturing defect and therefore is not covered by the warranty.
To best preserve OFFICINA BERNARDI jewelry, we recommend the following:
• Always open the clasp before removing your bracelet or necklace;
• Clean jewelry with lukewarm water and neutral soap, then brush lightly with a soft toothbrush;
• Rub jewelry with a polishing cloth in order to prevent oxidation and restore brilliance;
• The use of silver polishing product is not recommend as it may damage any specially oxidized finishes;
• Avoid having jewelry come in contact with hairsprays, perfumes, cosmetics, chemicals, ammonia, bleach, chlorine and salt water;
• Avoid wearing jewelry while sleeping, showering, or during sport activities;
• Store jewelry in its protective box or pouch when not being worn.
My Officina Bernardi jewelry has arrived damaged. What can I do?
OFFICINA BERNARDI guarantees all its products. If your product arrives damaged or has a manufacturing/material defect, please refer to OFFICINA BERNARDI’s return policy.
Does my Officina Bernardi jewelry come with a warranty?
The OFFICINA BERNARDI eSTORE will replace any damaged item due to manufacturing flaws free of charge for up to 2 years from the date of purchase. Please retain your order confirmation/invoice (or pass it on to the person receiving your purchase as a gift) as valid proof of purchase. Wear due to use, improper use and oxidation, are not covered by the warranty.
How can I activate the Officina Bernardi WARRANTY PLUS?
By filling in and submitting, no later than 30 days from the date of the purchase of your Officina Bernardi® jewelry, the form you find on the below link, you will register your purchase and activate, free of charge, a supplementary warranty year.
ACTIVE A SUPPLEMENTARY WARRANTY YEAR
Should our intervention be necessary during the third year of the warranty, please send your request only and exclusively at the following e-mail address email@example.com. Please consider that any cost for delivering our products to the places where the repair or replacement operations will be carried out are at your expense.
Can my Officina Bernardi jewelry be repaired?
If your OFFICINA BERNARDI jewelry breaks during the warranty period, the OFFICINA BERNARDI eSTORE will replace the article. It should be noted that the original plating will wear out over time, a natural process resulting from normal use of the jewelry and not considered a defect. Therefore, it is not covered by the warranty.
FAQ RELATED TO DELIVERY
Which courier do you use for deliveries?
The courier may vary according to the order destination. The delivery methods are as follows:
ITALY: 4-5 working days.
EU: 6-7 working days.
What are the delivery costs?
Delivery costs vary according to destination and the quantity of goods purchased and are clearly shown in real time during purchase and in the order summary.
When will my order be fulfilled and what are the shipping delivery times?
Orders are processed the day after confirmation of payment. Once shipping procedures have begun, a confirmation email will be sent with the relative Tracking Code. Shipments can be tracked using this code from the first working day after receipt of the confirmation email. Delivery dates may vary based on product and location. Products shipped within Italy are generally delivered in 4-5 working days of shipment, while products shipped within the European Union are delivered approximately 6-7 working days after shipment.