Shipping and returns

SHIPPING - Fast, tracked and always insured

Shipping methods and costs

For purchases with a total amount exceeding €99.00, shipping to Italy is free. For purchases of less than €100, only a €6 expense contribution is required. All products on sale on www.cicala.it and Immediately available with the words Available Immediately are shipped and delivered usually within 1-3 working days in Italy, and 2-5 working days worldwide.

An exception is made for products Available on request (i.e. to be ordered from a supplier), to be created or for which additional processing is required such as, for example, the service of engraving a name or making a ring to size. The delivery time in these cases varies depending on the time required for the product to return to stock or the complexity of the processing required. It is possible to view the estimated replenishment time of the product next to the wording Available on request for products to be ordered from a supplier.

This timing refers to normal working periods: during long weekends and working holidays the timing may vary; in the case of delivery dates close to the time of purchase, the Customer is invited to contact Customer Service for any kind of information. Cicala jewelery cannot under any circumstances be held responsible for any delays resulting from late deliveries by product suppliers. However, Cicala jewelery undertakes in any case to promptly notify the Customer of any delays in the supply of the requested products.

Which courier is an order shipped with?

The shipment will take place via Bartolini courier, DHL or via another carrier, at the sole discretion of Cicala, and always in a manner traceable by the Customer. The Customer will automatically receive a Tracking Code to the email address used for the purchase. The Customer is invited to verify that they have entered their email address correctly during the registration or purchase phase in order to correctly receive updates to their order. The Tracking Code will allow the Customer to monitor the status of the shipment completely independently. Upon request, as an alternative to shipping, the Customer can opt for collection of their order at one of the Cicala Jewelery stores.

Standard or Premium Shipping?

If the Customer chooses to receive the product via Shipping, delivery of the order will take place at the address indicated by the Customer during the purchase procedure. It is possible to choose between two distinct shipping methods: Standard and Premium.

• Standard (Italy): Standard (Italy): Delivery to the indicated address takes on average 1 to 3 working days. Delivery can therefore already take place between 8:00 am and 6:00 pm the following day for products available in stock. Standard shipping is free in Italy for purchases equal to or greater than €100, while for purchases up to €99 only a contribution of €6 is required.
  
  
• Standard (World): Delivery to the indicated address can take from 2 to 5 working days for products available in stock. The shipping cost varies depending on the destination country; by entering the delivery data the correct amount to be paid will be displayed before proceeding with the purchase confirmation.
  
  
• Premium: It speeds up and prioritizes your order over all others: the Cicala Jewelery staff processes purchases made with Premium Shipping first. Delivery can take place within 24-48 hours, between 8:00 am and 6:00 pm, for products available in stock. An additional €10 is added to the cost of Standard shipping. This type of shipping is recommended for those who have very close delivery dates to the time of the order.

The timing expressed above is intended for all products available in stock. Instead, for products Available on request, to be customized or to be created entirely on commission, delivery times start from the moment the product is available (the Customer will be notified by e-mail and/or by telephone).

For Southern Italy, Islands and Remote Areas the timing may require an additional day depending on the destination areas. To guarantee the quality and efficiency of the service, we ask the Customer to carefully enter the complete shipping address, together with any notes to make delivery easier (e.g. preferred times, concierge). For European Union countries, shipping times are 1-3 working days and costs are expressed on a case-by-case basis during the purchase phase depending on the destination country. For non-EU countries, shipping times are usually 2-5 working days, excluding any time required for customs clearance of the goods. The shipping cost is clearly expressed during the purchase phase depending on the country of destination; any customs charges are always borne by the Customer.

Note: The delivery date may be postponed due to bad weather, natural disasters, strikes or other events that may cause the interruption or extension of the delivery service delivery times; orders shipped abroad may be subject to delays due to customs checks. In no case can Cicala jewelery be held responsible for any delays or failure to deliver due to unforeseeable circumstances or force majeure, nor for delays attributable to the carrier of the goods. Understanding how important the timely delivery of what is ordered is, Cicala jewelery undertakes, through its Customer Service, to assist and support the Customer where there are problems with delivery delays.

What does Shipments always insured mean?

All products sold travel with free insurance coverage included for the Customer at the expense of the Cicala jewelry store. This means that the Customer is always protected and will receive the product even if the package is lost by the couriers. The cost of shipping insurance is covered by Cicala jewelry and no additional action is necessary on the part of the Customer.

RETURNS - Find out how to easily return a product

The methods for returns

If the Customer decides to withdraw from the Contract, he or she is required to return the product(s) following the instructions found inside the package. The Customer must communicate the desire to exercise the right of withdrawal by e-mail to amministrazione@cicala.it within 14 days from the date of delivery of the order, and will be required to return the product to the Cicala jewelery within 14 days from date of notification of withdrawal, in the same conditions in which they were delivered.

The Customer is required to observe the necessary diligence in caring for the product(s) in his possession. The product must be returned in perfect condition, in the original packaging and complete with all accessories supplied at the time of purchase (warranty, certificates, case, instructions, free gifts, gadgets, etc.), together with the purchase document. An exception is made to all products ordered from suppliers (with the words "Available to order"), personalized, modified or created on commission; for the latter, any possibility of refund or return expires.

Before proceeding with the return it is necessary to agree on the return methods with Customer Service. The Customer is kindly invited to forward photographs of the product they wish to return in advance in order to be able to prove its good condition, which will in any case be verified by Cicala once the goods have been received at the office. The cost of return shipping is always borne by the buyer.

Which products can be returned

Returns are always possible for all products available in stock with the words "Available now" or "Immediately available". Products cannot be returned to Cicala in the cases referred to in Article 59 of the Consumer Code, for example for the purchase of specially personalized, engraved, ordered from suppliers (with the words "Available on request") or individualized products; for the supply of sealed items not susceptible to return for health or hygiene reasons whose seals have been removed after delivery, etc.

Refund amount for a return

Where the conditions for reimbursement exist, the Customer will be refunded the cost of the returned item net of discounts or coupon codes, less return costs. Return shipping is the responsibility of the Customer and any customs fees will be deducted from the refund amount. The gift box, any additional costs and outward shipping costs will not be refunded under any circumstances. In the event that the Customer decides to use the couriers offered by Cicala jewelery to collect the return, the cost will be €10 for Italy and €25 for European Union countries. For the collection of products shipped outside the European Union, costs will be calculated on a case-by-case basis.

How to prepare the packaging to return a product

Cicala takes particular care of customer satisfaction and is available to return or replace any product that does not conform to your expectations in compliance with the legislative provisions that regulate online sales. In order to carry out a return, refund or replacement procedure for a product, however, some operations must be carried out as described below. In the absence of these conditions it will not be possible to proceed with any return, refund or replacement.

After contacting Cicala Customer Service in the manner described above, the Customer must complete the Return Form (which you will find inside the package) and carefully and carefully prepare the packaging in which you can store the product(s). (the). Below are the steps to correctly prepare the package for return:

• Make sure the box is intact, in perfect condition, without any damage. Only in this case can the packaging be used. If the box is damaged, the Customer must equip himself with new, perfectly intact, rigid and robust packaging capable of protecting the product as best as possible. Cicala will not accept and will return to the sender any shipment that arrives with visible external damage such as, for example, holes and tears.
  
  
• Pack the product with due care. Cicala pays particular attention to the packaging of the product in order to protect its beauty and solidity. In the event of a return, refund or replacement, Cicala asks the Customer to exercise the same caution during the packaging and preparation phase of the product(s). Each product(s) must therefore be returned in its original packaging and adequately protected through the use of protective packaging. Cicala will not be able to accept returns and refund or replace products that are damaged due to careless and insufficient protection of the goods.
  
  
• Provide all necessary personal data. Cicala will be able to carry out the return, refund or replacement procedure only if in possession of the necessary documents. All documents sent must be returned in original:
  • Duly completed return form;
  • Invoice (if issued);
  • Tax receipt (if issued);
  • Detailed Sales Document;
  • Tax Code/Passport (necessary to correctly carry out the return procedure and therefore generate a regular credit note if it had not been indicated during the purchase or invoice issuing phase).

If you no longer have the Return Form, you can request a new one from Customer Service by email at support@cicala.it.
NB. The return form is not provided for products not subject to the right of withdrawal (e.g. products Available on request, modified and/or created for the Customer).

• Seal the package hermetically. To avoid theft of products during the shipping phase, it is necessary to seal the package carefully. Cicala then asks the Customer to hermetically close the box by applying anti-burglary and/or personalized tape on all possible opening points of the package, wrapping each side of the box. If the Customer does not have such tape, he can use single-color adhesive packaging tape. In this case, however, you will have to place multiple signatures on the joints of the tape and on the sides of the package in order to allow the Cicala staff in charge of receiving it to be able to verify the integrity and lack of break-ins. Packages that are unsealed, improperly sealed, opened, or do not meet these guidelines will not be accepted.
• Mark the Sender and Recipient on the package. To complete the preparation of the package, the Customer must place the sender and recipient's details on the outside of the package. At the top left you can write your sender details (surname, first name, full address, telephone number) and at the bottom right those of the Cicala office:
  
  CICALA SRL
  VIA MARTIRI DELLA LIBERTÀ, 23-25R
  16156 PEGLI GENOA – ITALY
  TEL. +39 010 6981030

Cicala recommends the Customer to be cautious when delivering the package to the courier, or post office, and to never provide any specific information about the contents of the package and the items ordered.

Cicala Customer Service will be happy to assist the Customer and answer any questions on +39 010 6981030 from Tuesday to Saturday from 9:00 to 12:30 and from 15:30 to 19:30, or by email at support@cicala.it.