Repair | Donzella

Atelier Services

Repair An act of care

Repeated since the first piece left our atelier.

Time leaves its marks.
So do we.

A Donzella piece is conceived to be worn for a lifetime, and to outlive it. Time, however, leaves its marks: a clasp loosens, a stone shifts in its setting, gold finds a new patina.

Our atelier offers a dedicated repair and restoration service, performed by the same master goldsmiths who give birth to each Donzella creation, with the same materials, the same tools, the same patience.

I

Eligible pieces

The Donzella repair service is reserved exclusively to jewellery created by the Maison, both silver and solid gold, including UNICA commissions. We are not in a position to intervene on pieces produced by third parties, in order to preserve the integrity of our atelier and the traceability of every Donzella creation.

Fragrances are not covered by this service. For any concern relating to a Donzella olfactory creation, please contact [email protected] directly.

II

The gestures of our atelier

Eight gestures, each performed by hand. Indicative lead times refer to the time spent in the atelier and do not include shipping. The exact timeline applicable to your piece is confirmed within the personalised quote.

  • Polishing & restoration

    5–10 days

    Surface restoration, removal of scratches, re-polishing of gold and silver.

  • Engraving & personalisation

    5–10 days

    Hand or machine engraving of initials, dates, dedications.

  • Clasp or chain repair

    7–14 days

    Replacement or restoration of clasps, links, jump rings.

  • Resizing

    7–14 days

    Resizing of rings and bracelets, within the technical limits of each design.

  • Restringing

    10–15 days

    Restringing of pearls, beads and threaded compositions.

  • Loose or missing stone

    10–21 days

    Re-setting of loose stones, sourcing and replacement of missing gemstones.

  • Broken or damaged piece

    14–30 days

    Structural repair, welding, partial reconstruction, full restoration.

  • Other interventions

    On quote

    Any work not covered above, assessed individually by our master goldsmiths.

III

Two paths

Each repair is quoted on a case-by-case basis after the atelier has examined the piece. Round-trip shipping and full insurance are included in every paid quote, regardless of destination. You will never receive a separate logistics invoice.

Within warranty

Complimentary

Repairs needed to restore conformity within the 24-month statutory warranty (Articles 128 to 135 of the Italian Consumer Code) are performed at no cost. The full scope of the warranty is set out in section 9 of the Terms & Conditions.

Outside warranty

Personalised quote

For wear, accidental damage, personalisation, resizing or aesthetic restoration, a written quote is issued before any work begins. No intervention starts without your written approval.

Minor variations in finish, tone, patina or in the unique characteristics of natural gemstones are considered intrinsic features of the craft, not defects.

IV

How to begin

You may open a repair request from three doorways, whichever is most familiar to you.

i.

From your order

Open the relevant order in My Account, Orders, and select Request repair. The piece is pre-filled from the order with its full provenance.

ii.

From My Collections

For pieces in your private collection in My Account, Collections, select Request repair from the piece detail.

iii.

By email

Write to [email protected] with a short description of the issue, the original order number if available, and a few photographs.

V

The journey of a piece

From your first message to the moment your restored piece returns home.

  1. i

    Acknowledgement

    We confirm receipt within 2 working days and assign a repair reference in the format REP-XXXXXX.

  2. ii

    Diagnosis

    Our master goldsmiths examine your photographs and, if needed, ask for additional images or detail.

  3. iii

    Quote

    Within 5 working days you receive a personalised quote with scope of work, materials, indicative lead time and total cost.

  4. iv

    Approval

    No work begins until you approve the quote in writing. A reply email is enough.

  5. v

    Collection

    We organise insured, tracked shipping to our atelier, or arrange an in-person visit by appointment.

  6. vi

    Restoration

    Work is carried out in our atelier within the lead time confirmed in the quote.

  7. vii

    Return

    The restored piece is returned to you, insured and tracked, in its original case where available.

For complex restorations on solid gold and UNICA pieces, we may suggest an in-person visit so the work can be discussed face to face with the master goldsmith assigned to your piece.

VI

What we cannot restore

In rare cases we may have to decline an intervention. This typically happens when a piece has been previously altered by a third party in a way that compromises its original design or structural integrity; when a stone has been substituted with one not consistent with the original specification, and the original is no longer available; or when the intervention would require modifying the design beyond its technical or aesthetic limits.

In such cases we will explain the reason in detail and, where possible, suggest the most appropriate alternative.

VII

Care, between visits

To keep your Donzella piece in its best condition, four simple gestures.

  • Undress. Remove jewellery before showering, swimming, sport, or applying cosmetics and fragrances.
  • Rest. Store each piece in its dedicated case, away from light, humidity, and other jewellery that could scratch it.
  • Wipe. Polish gently after wear with a soft, lint-free cloth.
  • Protect. Avoid contact with chlorine, household detergents and harsh chemicals.

An annual atelier check-up is recommended for pieces worn daily, in particular those featuring stones, fine chains or articulated mechanisms.

Step into the atelier

Whenever a piece needs us,
we are here.