Help

FAQ

ORDERS AND SHIPMENTS

  • How long will my order take to arrive?
    All orders are prepared within 48 business hours starting from the order confirmation date. This may vary during sales or promotions. If you think your order is delayed, you can contact our customer service team through the following form.

    - Express Shipping: Only valid for Portugal, France, Germany, UK, Italy and Holland.

    - Standard Shipping: Once the order is prepared, the shipping time is 3 to 5 working days. Exceptions: Bulgaria, Estonia, Greece, Lithuania, Latvia, Ireland and Finland the shipping time is 6 to 8 working days and outside the EU 11 working days.

    Important note* : Due to the saturation of the courier companies in times of high volume (such as Black Friday, Cyber Monday and Christmas) some shipments may suffer a slight delivery delay. If your order hasn’t been delivered in a reasonable amount of time, please contact us.

    EXCEPTIONS: Orders with one or several personalized items may suffer a delay of up to 7 business days.
    • Can I cancel my order?
      All shipped orders cannot be cancelled. If you wish to cancel your order, let us know as soon as possible by contacting our customer service and we'll do as much as we can. You can also manually cancel your orders on your user profile page. If you don't see a “Cancel button", it is very likely that your order has already been dispatched.

    • Do you ship worldwide?
      Yes, we ship worldwide. However there are some exceptions. Please note that some international shipments may be liable for additional custom fees and taxes. In all cases, We will issue the necessary paperwork to ensure the parcel is cleared from customs, although any additional charge will be the buyer's responsibility.

    • Where is my order?
      We want you to be in control of your order at all times. For that reason, once we ship your order we will send you a confirmation email with a link from which you will be able to track your order live. You can also find information of your shipping in "Track My Order".

      If you have any doubts about the delivery of your order or you need to give us new information about the delivery, please contact us.

    • What if I receive a wrong product or a product in bad conditions?
      We are committed to prepare and send our products in perfect condition. If you receive a wrong product or a faulty item, please contact us, we'll be glad to help you.


    RETURNS AND EXCHANGES

    • What is your return policy?
      We accept returns under the following circumstances, excluding personalized items:

      - I received my order in bad condition
      - I got my size wrong and I'd like to change the size
      - The product is not what I expected and I'd like to exchange it for another one or return it

      In all cases, all products sent back for an exchange or return need to be in perfect condition and with no evident signs of use, otherwise we will not be able to proceed to any exchange. It is your responsibility to provide the correct packaging to make sure all items arrive at our facilities in perfect conditions.

      Gifts included on your purchase must be sent back in case of return.

      You have 30 days starting from the day of delivery of your order to proceed to any exchange or return.

      Exceptions: Orders placed between the 28th of November to the 6th of January can be exchanged or returned until the 7th of February.

    • What is the items warranty?
      All our items have a one year warranty starting from the day your order is delivered. The warranty is valid against defects of materials and/or workmanship. The warranty excludes coverage for wear and tear and/or phisical or accidental abuse. In order to keep your jewelry in a perfect condition visit our online Jewelry Care guide. 

      In order to benefit the warranty contact us on our Returns Centre and our Customer Care Service will help you.


    GENERAL INFORMATION

    • How many languages is it possible to browse in?
    You can browse our website in Spanish, English, French, Italian, German, Japanese and Chinese.
    • Are out-of-stock items restocked?
    If an item is out of stock, we will try to restock it as soon as possible. In the product page you can send us your email in order to notify you when available. If no stock is available, it will be removed from the website.
    • Is it possible to receive periodic information via email about PDPAOLA's latest new products and offers?
    Yes. By simply entering your email to the Newsletter text box you will receive information on PDPAOLA’s latest products and news.
    • Can I cancel my PDPAOLA Newsletter subscription?
    You can easily cancel your subscription by clicking on the “Unsubscribe” button from your last email.
    • How can I be sure that I've made my purchase correctly?
    Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our customer service.
    • Can I remove items from my order?
    Yes. You can delete any unwanted items from your shopping bag as long as the order hasn't been processed yet.
    • May I ask for a change or a refund of a personalized item?
    Personalized items are created on your express demand and therefore can't be changed or refunded unless they are defectives.
    • What’s a personalized item?
    A personalized item is an article engraved on your demand. See, as example, the collection Engrave mewhich is personalized by laser with a text, logo or icon.
    • Is it possible to engrave on both side of the jewel?
    Yes. You can engrave on both side of the jewel in certain models.
    • Can I use characters different from Latins character?
    Any symbol included in our web page can be used. The engraving will be done only in a single typography.
    • Can I ask for a change or refund of a personalized jewel?
    Personalized jewels are done on demand and therefore can’t be exchanged or refunded.