ORDERS AND SHIPPING | Donzella

Customer Care

Order & Shipping From our hands to yours

Every parcel travels insured.

What we make,
we deliver with the same care.

Every Donzella creation is finished by hand, and we begin work on your piece at the moment your order is placed. The same patience we put into the making, we put into the journey that brings it to you.

What follows is how it works, from the first day in our atelier to the moment your parcel arrives at your door.

I

Production & lead times

Every Donzella piece is finished by hand. The production time of each creation is indicated on its individual product page, together with a notice of immediate availability where the piece is held in stock and can be dispatched without a production phase. As a guide, fragrances and Discovery Boxes leave our atelier within 1-2 business days, while each jewellery piece is prepared in 10-15 business days.

Delivery times in the following chapters are added on top of the production time, and are calculated from the moment the parcel is collected by the courier. Once shipped, you receive an email with the full order summary and the tracking number.

All delivery times are indicative and may be affected by customs clearance, public holidays or carrier disruptions.

II

The couriers we trust

Different creations travel different paths. Each is matched to a network we have chosen for reliability, discretion and respect for the piece.

  • Fragrances

    Express courier

    Ground express, tracked and insured.

  • Solid gold jewellery

    Express courier · insured

    Fully insured and tracked, signature on delivery.

Fragrances travel by ground only. Every parcel is insured for its full value and never shows the price.

III

Destinations

Indicative delivery times once the order has left our atelier. Shipping is always free.

Italy

1-2 days

Tracked and insured express delivery.

European Union

2-5 days

Tracked and insured express delivery, fragrances and jewellery.

Outside the European Union

On quotation

Jewellery only, on personal quotation. Fragrances and Discovery Boxes do not ship outside the EU.

For jewellery sent outside the EU on quotation, any import duties, taxes and customs fees are the responsibility of the recipient.

IV

Complimentary shipping

Shipping is complimentary on every order, with no minimum, throughout the European Union: fragrances, Discovery Boxes and solid gold pieces alike.

V

The package

Presentation is part of the experience. Each piece arrives in a way that asks to be opened slowly.

  • The dedicated case

    Designed for the piece

    A case made specifically for the object it holds, lined in the colours of the Maison.

  • The sales certificate

    With your code

    Carries the certificate code used for trade-in, repair and provenance traceability.

  • The guarantee seal

    Higher-value pieces

    Included on solid gold and UNICA creations, sealed at the atelier.

  • Tamper-evident outer

    On every order

    Sealed and signed by hand before the parcel leaves the atelier.

In the event of a return, if any element of the original packaging is missing or damaged, the return cannot be accepted. See section 8 of the Terms & Conditions.

VI

After confirmation

Once your parcel has been collected by the courier, you receive an email containing the tracking number. If you placed your order while logged in, the full status is also available under My Account, Orders. As a guest, please keep the dispatch email for reference.

For technical and manufacturing reasons, an order cannot be modified once confirmed. Cancellation depends on the category of the order.

Fragrances

Cancellable

Cancellation is possible at any time before the parcel has been handed over to the courier. Write to [email protected] quoting your order number.

Solid gold & UNICA

Within 12 hours

You can cancel within 12 hours of placing the order and receive a full refund. After that the piece is being crafted for you and, pursuant to Article 59 paragraph 1 letter c of the Italian Consumer Code, cancellation and withdrawal no longer apply.

Full conditions are set out in section 8 of the Terms & Conditions.

VII

Returns

Return rights depend on the nature of the product, in line with the Italian Consumer Code (Legislative Decree 206/2005). Every return must be previously authorised by Donzella. Return shipping is at the client’s expense unless authorised otherwise in writing.

To open a return, log in and select Request return on the relevant order, or write to [email protected] from the email used at purchase. We reply within 24 business hours with the return authorisation.

Solid gold & UNICA

Not eligible

Crafted to order: cancellable within 12 hours of purchase, then the right of withdrawal does not apply per Article 59 paragraph 1 letter c. The statutory warranty of conformity continues to apply in full.

Fragrances

Hygiene seal

Returnable within 14 days of delivery, only if the transparent protective film is fully intact and unopened, per Article 59 paragraph 1 letter e of the Italian Consumer Code.

Complimentary items

Not eligible

Gifts, samples and special edition packaging are not eligible for return, refund or exchange under any circumstances.

Returns that do not comply with the conditions above, or that arrive without prior authorisation, will not be accepted.

VIII

Refunds

Once the parcel reaches us, our atelier performs the verification checks required to validate the return. Where the return is accepted, the refund is processed using the same payment method used at purchase, within 14 days from the receipt of the returned goods (Article 56 paragraph 3 of the Italian Consumer Code).

The refund includes the product value and the original standard shipping cost. Supplementary or premium shipping options, customs duties and import taxes, and the cost of return shipping where borne by the client, are not refundable.

From atelier to door

Every piece,
a journey of its own.