Frequently
asked.

Browse our collections, select the piece you wish to purchase, choose your preferred size or variant if applicable, and add it to your cart. Proceed to checkout, enter your shipping and payment details, and confirm your order. You will receive a confirmation email immediately after.

You can cancel any order within 12 hours of purchase, solid gold creations included, by writing to [email protected] with your order number: the full amount is refunded. After 12 hours, fragrance orders can still be cancelled until the parcel is handed to the courier, while solid gold creations are already being crafted for you and can no longer be cancelled. Changes such as a new delivery address are possible until dispatch.

Once your order is dispatched, you will receive a shipping confirmation email with a tracking number. You can also monitor your order at any time through our Order Tracking page. If you cannot locate your tracking information, contact our support team.

Please check your spam or junk folder first. If the confirmation is not there, verify that the email address entered at checkout was correct. For further assistance, contact [email protected] with your full name and the date of purchase.

All Donzella orders are presented in our branded packaging by default, a rigid box with satin interior, sealed with a ribbon. If you require a personalised gift note, you may add one during checkout. For bespoke gifting options, please contact us directly.

Fragrances and Discovery Boxes ship throughout the European Union only. Jewellery ships free throughout the European Union; for destinations outside the EU we prepare a personal quotation, simply write to us. Every shipment is tracked and insured.

Once the courier collects your parcel, delivery takes 1-2 business days within Italy and 2-5 business days in the rest of the European Union. Fragrances and Discovery Boxes leave our atelier within 1-2 business days; each jewellery piece is prepared for you in 10-15 business days before it ships. All times are indicative and may vary during peak periods or public holidays.

Shipping is free on every order, with no minimum spend. All prices include VAT: the price shown is the price you pay.

First, check the tracking link provided in your shipping confirmation email. If your parcel has not moved for more than 5 business days or has exceeded the estimated delivery window, contact us at [email protected] and we will investigate on your behalf.

Address changes can be made only if the order has not yet been dispatched. Please contact us immediately with your order number and the corrected address. Once the parcel has left our facility, we are unable to redirect it.

All Donzella jewellery is crafted in solid 18 kt gold with a galvanic finish, set with natural gemstones. Each element is selected for quality, durability, and aesthetic precision. Full material specifications are listed on each product page.

Our pieces are made in solid 18 kt gold, widely considered safe for sensitive skin. However, individual reactions may vary. If you have known metal sensitivities, we recommend consulting with your physician before wearing any jewellery. We do not use nickel in our production process.

To preserve your jewellery, avoid prolonged exposure to water, perfume, and chemical substances. Store each piece individually in its original box or a soft pouch to prevent scratching. Clean gently with a dry, lint-free cloth. For deeper cleaning or restoration, use our Repair & Maintenance service.

Every Donzella gemstone is natural. Our gold jewellery is set with diamonds, rubies, emeralds, sapphires or aquamarines; the Eternals collection features its own natural gemstones. The specific stone for each piece is detailed on the respective product page. If you require clarification on a particular item, our team is available to assist.

Yes. Donzella extends beyond jewellery into niche perfumery. Our fragrance line is developed with the same attention to material quality and identity that defines our jewellery collections. Products from both categories can be purchased through our online store.

Our Pendants Request service allows you to commission a custom pendant based on your personal specifications, shape, symbol, stone, finish. Each piece produced through this service is unique. Requests are reviewed individually and pricing is communicated following consultation.

UNICA by Donzella is our bespoke jewellery programme, a limited, made-to-order service for clients seeking a singular, unrepeatable piece. Each UNICA creation is conceived in direct collaboration with the client, produced in a single exemplar, and accompanied by a certificate of uniqueness.

Yes. Our Repair & Maintenance service covers cleaning, polishing, stone replacement, chain repair, and full restoration of Donzella pieces. To initiate a repair, write to [email protected] with a description and photos of the item.

The Trade In programme allows you to exchange a previously purchased Donzella piece for credit towards a new acquisition. The value attributed to the returned item is assessed based on its condition and model, reflecting our commitment to sustainable luxury.

Donzella participates in selected fairs and promotional events across Italy. Upcoming events are announced through our social channels and newsletter.

Fragrances can be returned within 14 days of delivery, provided the transparent protective film is fully intact. Solid gold jewellery is crafted to order for you and cannot be returned: you can cancel it within 12 hours of purchase, and the two-year legal warranty of conformity always applies. To start a return, complete our Withdrawal Form; once approved, we send you the instructions.

Solid gold jewellery, crafted to order, and custom or personalised pieces, including all orders placed through our Pendants Request and UNICA by Donzella services. Fragrances can be returned only while the transparent protective film is fully intact, in accordance with Article 59(1)(e) of the Italian Consumer Code. Complimentary items and samples are not returnable.

Once we receive and check the returned item, we refund you within 14 days, using the original payment method. You will be notified by email once your refund has been issued.

Please contact us as soon as possible at [email protected], including your order number and clear photos of the item and packaging. We will arrange a replacement or full refund at no additional cost to you.

Return shipping costs are the responsibility of the client, unless the return is due to an error on our part or a defective item. We recommend using a tracked and insured service, as we cannot accept liability for parcels lost in transit during the return process.

We accept all major credit and debit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, PayPal, Klarna, Revolut Pay and Satispay. Every payment is processed by Stripe through secure, encrypted gateways. We do not store your payment details.

Yes. Our checkout is secured by SSL encryption and processed through PCI-compliant payment providers. Your financial data is never stored on our servers. If you notice any suspicious activity related to a transaction, please contact us immediately.

Yes. Instalment payments are available through Klarna at checkout, allowing you to split your purchase into interest-free payments. Availability and terms may vary depending on your country. For high-value or bespoke commissions requiring a tailored payment arrangement, please contact us directly.

An order summary is included in your confirmation email. If you require a formal invoice for tax or business purposes, please contact us at [email protected] with your order number and billing details, and we will issue it promptly.

Payment declines are typically caused by insufficient funds, incorrect card details, or your bank’s security protocols. Please verify your details and try again, or attempt with an alternative payment method. If the issue persists, contact your bank directly or reach us at [email protected].