Customer Service

These terms are applied to all purchases made through www.dimensionepietre.com. The sales terms must be read and accepted when you register with the site the first time and will be considered valid for all future purchases.

• Descriptions and Characteristics
• Payments
• Orders
• Product availability
• Shipment and Insurance
• Right to withdrawal and Returns
• Packaging
• Customer Service

Descriptions and Characteristics

The descriptions, characteristics and pictures of the products in www.dimensionepietre.com are constantly filled in and updated. However, some pictures could differ slightly from the product that is purchased, but they are only minor differences. Also, when indicated, some carats and sizes could be approximate.

Payments

www.dimensionepietre.com accepts payments through the Paypal® circuit, which, besides payment from other Paypal® accounts, also enables payments using the following credit cards/circuits: Visa, Mastercard, Paypal prepaid cards, PostePay, American Express, Carta Aura. The data and information about the cards that are used are never passed through the www.dimensionepietre.com site, but exclusively in the secure pages of PayPal (https).

Orders

Generally Dimensione Pietre Preziose s.a.s. evades the order as soon as the PayPal transaction has been successfully completed. The ordered products are then boxed and packaged in customised packaging depending on the ordered products, and then shipped using our trusted private couriers.

Special orders that require confidential negotiations are handled separately through direct contacts with the customer, and the payment and shipment terms are agreed on in each particular case.

Product availability

The availability of each single product is expressly given in the product chart that can be consulted in the website. Generally, if a product is in the online catalogue then it is available for ordering. Dimensione Pietre Preziose s.a.s. will make the shipment in compliance with the Order items.
Diamonds will be shipped within 7 working days from the order confirmation date sent to the customer via email. All other products will be shipped as soon as possible in compliance with the product availability, but in all cases within 30 working days from the order confirmation date.

As soon as the shipment is ready, an email is sent to the customer confirming the shipment containing the tracking code for the product, if it is available.

Shipment and Insurance

www.dimensionepietre.com will ship anywhere in Italy, the European Union (EU), the USA and Canada. Given the specific nature of the products concerned, www.dimensionepietre.com will not ship to countries where the company considers that the necessary safety conditions are not guaranteed for valuable products to transit or be sent. Residents in countries which are not included in the shipment area cannot make direct purchases, but are invited to contact us directly at web@dimensionepietre.com for private negotiations. The shipments could then be made through specialised express couriers unless other agreements are made (any special requests must be sent via email to web@dimensionepietre.com and must be expressly accepted by Dimensione Pietre Preziose). When the shipment has been sent, a reference code is given to the customer to enable monitoring the shipment progress through the courier (via web, phone, etc.). This shipping tracking service is not conducted by www.dimensionepietre.com, which, therefore, does not guarantee the use or correctness of the information that is given, which is entirely the courier’s responsibility. To collect the shipment, an adult must sign. The shipment address is the one given by the customer in the online purchase, unless agreed otherwise in writing between the parties. Shipments will not be made to post boxes, mail boxes or similar. Shipment costs, including insurance, are expressly given in the order detail and depend on the value of the ordered products and destination country. The costs are also shown during the checkout procedure and can be controlled without having to effectively make the purchase. N.B. shipment costs for orders outside of Italy are inclusive of VAT at the current rate in force in Italy.

Right to withdrawal and Returns

The customer may exercise the right to withdraw from the contract without any penalty charge or obligation to provide motivation, within 30 days from the date the products are received, through www.dimensionepietre.com, except in the case of certified diamonds, which have a maximum period of 10 days from the date the products are received.
To exercise the right to withdrawal ALL THE FOLLOWING TERMS must be satisfied:

- The products concerned must not have any signs of wear or other physical alterations that would no longer enable selling them as “new”;
- Any documents or certificates that accompanied the products must be included and in perfect condition;
- The product packaging must be original, without having been opened or damaged in any way.

If all these conditions are satisfied, the customer may notify his or her intention of withdrawing from the contract (within the terms given at the beginning of this section) by sending an email to web@dimensionepietre.com. The products must then be returned to Dimensione Pietre Preziose s.a.s. directly by the customer. Once the return request has been expressly accepted, the sums paid will generally be reimbursed using the same method as the original payment, within 15 working days from the date the returned goods are received. Any special shipment or reimbursement methods can be agreed with Dimensione Pietre Preziose s.a.s. via email or telephone, considering each single case.
The shipment and insurance costs for returned products are the customer’s responsibility, unless agreements are made otherwise with Dimensione Pietre Preziose s.a.s. Should the customer decide not to insure the goods, then the customer is responsible for any loss, theft or damage to the goods.

Except for special cases that will be subject to specific agreement, the customer must comply with the following instructions to prepare the returned goods, without prejudice to the conditions that are required for the return to be valid as listed above:
- The products must be in their original undamaged packaging, and must be packed in padded suitable sized and strong envelopes, which must be sealed with customised adhesive tape (or anonymous tape but signed) over the part that can be opened, so that the envelope can be recognised and cannot be replaced with other similar ones;
- The sender and addressee must be clearly specified on the envelope or packaging;
- There must not be any indications on the envelope or attached transport documents that refer to diamonds, gemstones, precious stones, etc., or that can give any idea as to the contents;
- In the case of particularly valuable products, the customer must agree the best and safest transport method with Dimensione Pietre Preziose s.a.s., it being understood that all the costs and responsibility are the customer’s.

Finally, it must be noted that if the returned goods show any signs of damage or alterations, they will be refused.

Packaging

The standard packaging for each ordered product does not involve any costs for the customer. In the case the customer requires particular or customised packaging, it must be indicated in an email or by telephone and the surcharge will then be agreed. The blister envelopes for the certified diamonds that can be viewed in the online catalogue are supplied by the manufacturer and are packaged together with the certificate in padded envelopes that are sealed with guarantee tape.

Customer Service

For any needs, poor service or explanations Dimensione Pietre Preziose s.a.s. can be contacted at the following:

- Via email to web@dimensionepietre.com
- By phone to +39 049 8873983
- By fax to +39 049 8889637

Our office hours are MONDAY – FRIDAY 8.30-12.30 and 14.00-18.00