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.

Order modifications and cancellations can be requested within 12 hours of purchase, provided the order has not yet entered the dispatch process. Please contact us immediately at [email protected] or via WhatsApp with your order number. Once dispatched, the order cannot be cancelled.

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.

We ship across Italy and throughout Europe. International shipping to selected destinations is available — please refer to the shipping section at checkout or contact us for your specific country. All shipments are fully tracked and insured.

Standard delivery within Italy takes 2–4 business days. European destinations require 4–8 business days. Orders are processed and dispatched within 1–2 business days of confirmation. Delivery times may vary during peak periods or public holidays.

Shipping costs are calculated at checkout based on your destination and the order total. Free shipping is available on orders that meet the qualifying threshold, displayed at checkout. We do not apply hidden fees — 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 pieces are crafted in 925 sterling silver and 18 kt gold, combined with premium gemstones and hand-set crystals. Each element is selected for quality, durability, and aesthetic precision. Full material specifications are listed on each product page.

Our pieces are made in 925 sterling silver and 18 kt gold, both 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.

Donzella uses a curated selection of both natural and high-quality synthetic gemstones depending on the collection. The specific stone type 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, contact us via email or WhatsApp 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. If you would like to meet us in person or enquire about a private appointment, contact us at [email protected].

You may request a return within 14 days of receiving your order. Items must be in their original, unworn condition with all original packaging intact. To initiate a return, complete our Withdrawal Form. Once approved, instructions for returning the item will be provided.

Custom and personalised pieces — including all orders placed through our Pendants Request and UNICA by Donzella services — are non-returnable by nature. Perfumes and items marked as final sale at the time of purchase are also excluded from our return policy.

Once we receive and inspect the returned item, refunds are processed within 5–7 business days. The credit will be issued to the original payment method. You will be notified by email once your refund has been initiated.

Please contact us within 48 hours of delivery 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 bank transfer. All transactions are processed 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].