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FAQ - Frequently Asked Questions
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.
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 and United States 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.
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.
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:
- 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 Officina Bernardi 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 the "Terms of Sales" document.
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.