FAQ

Please find hereinafter the most frequent questions that tend to arise when purchasing online at Tiroler Goldschmied (FAQs). If you do not find an answer to your particular questions, please contact us at shop@tirolergoldschmied.it or call us: +39 0473 945 028 (Monday to Friday, 9 to 12.30 a.m. and 3 to 6.00 p.m.) Our experts Manuela, Veronika and Igor are happy to answer your questions.

Please find our general terms and conditions HERE.
Please find our data privacy policy HERE abgelegt.

Shipping Info

Delivery and shipping within the EU

We deliver to all countries of the European Union (EU): Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden. Outside the EU, shipping must be clarified on a case-by-case basis. For security reasons and since your jewelry may be a surprise gift, we send your purchase in inconspicuous packaging i.e. the name Tiroler Goldschmied is nowhere on the packaging. Once your parcel is dispatched we inform you about your shipping number and the shipping name per email for shipment tracking. Every shipment is insured.

Estimated delivery dates

Please find the current delivery time on the product pages below the price. We deliver in-store items (except custom-made designs and products) within 5-7 business days (excluding major holidays) and covered by insurance. For express delivery please contact us before you complete your online purchase via shop@tirolergoldschmied.it or call +39 0473 945 028 ‬ (Monday to Friday, 9 to 12.30 a.m. and 3 to 6.00 p.m.).

Shipment tracking

You can inform yourself about the status of your order by calling +39 0473 945 028 ‬ (Monday to Friday, 9 to 12.30 a.m. and 3 to 6.00 p.m.) or via email at shop@tirolergoldschmied.it. Upon dispatch we email you your shipping number and a link for online shipment tracking.

Delivery charges

For EU deliveries and with an order total above 500 € we do not charge shipping and handling. For orders below 500 € we charge 25 € for shipping and handling (covered by insurance). The return fee for all purchases is 10 €, irrespective of the original purchase price. Restrictions for shipment to certain locations e.g. some islands apply. In this case we regret any inconvenience and charge shipping and handling separately.
For destinations outside of the EU we calculate shipping and handling individually. Charges for shipping may vary considerably. This applies to express delivery as well. We are happy to answer your delivery questions before you place your online order via shop@tirolergoldschmied.it or via telephone +39 0473 945 028 (Monday to Friday, 9 to 12.30 a.m. and 3 to 6.00 p.m.). We will then inform you about the delivery costs incurred and the next steps in written form.

Safety

What if my delivery is lost during shipping?

Our deliveries are insured.

What if my delivery is damaged during shipping?

If the parcel arrives damaged or even unclosed, please decline delivery or accept delivery under reserve and tell the dispatcher why you did not accept the delivery. Please inform us immediately via email at shop@tirolergoldschmied.it or via phone +39 0473 945 028 (Monday to Friday, 9 to 12.30 a.m. and 3 to 6.00 p.m.).
We also would like you to make a written complaint to the deliveryman about any shipping damage.
In any case we warrant legal or contractual claims for defects.

Why is plain packaging important?

For security reasons and since the jewelry may be a surprise gift, we send our parcels in plain packaging without the name Tiroler Goldschmied visible. Once your order is dispatched we inform you about the tracking number and the sender we used to ensure discretion.

What are the security measures for the payment transaction?

We lay special emphasis on the security of payment transactions.
Any data transmission is encrypted and not accessible to third parties. Every transaction is secured with Thawte SSL Certificates.

Payment

Which payment methods do you offer?

Your payment options include advance payment, PayPal, Apple Pay, instant bank transfer or credit card.
In case of any refund we use the same method of payment. Once an order is placed it is liable to pay.

What are the security measures taken for the payment transaction?

We lay special emphasis on the security of payment transactions.
Any data transmission is encrypted and not accessible to third parties. Every transaction is secured with Thawte SSL Certificates.

Delivery charges

For EU deliveries and with an order total above 500 € we do not charge shipping and handling. For orders below 500 € we charge 25 € for shipping and handling (covered by insurance). The return fee for all purchases is 10 €, irrespective of the original purchase price. Restrictions for shipment to certain locations e.g. some islands apply. In this case we regret any inconvenience and charge shipping and handling separately.
For destinations outside of the EU we calculate shipping and handling individually. Charges for shipping may vary considerably. This applies to express delivery as well. We are happy to answer your delivery questions before you place your online order via shop@tirolergoldschmied.it or via telephone +39 0473 945 028 (Monday to Friday, 9 to 12.30 a.m. and 3 to 6.00 p.m.).

Return delivery (return & exchange)

Sending back or exchanging items

Please use our return web portal for easy return and exchange.

Go to the return web portal.

How does the return portal work?

The return web portal assists you in the following cases:

  • for exercising your right of withdrawal
  • for Alterations and exchange of jewelry
  • for claiming warranties
  • for repairs beyond warranty/when the warranty has expired

If you want to change your ring size or the length of necklaces or bracelets or in case a purchased item is not as requested, please use the shipping and handling section on our return web portal for purchases of 500 € and more free of charge. If any item purchased is flawed concerning material or production against expectation, we are happy to replace the item or have it repaired for you at no charge. Please note that we charge alteration fees of a minimum of 35 € and more for ring size changes (+/-2 sizes and more) and inside engraved rings. In case of return we refund the purchase price minus a 10 € shipping charge. There is no shipping charge for item exchanges. Personalized items and custom-made designs are excluded from return and exchange, but you may have the necklace or bracelet length shortened free of charge. Please find all legal information concerning return and exchange of our items on our webpage under right of withdrawal. If you would like to improve our service, please contact our customer service with your improvement suggestions via email at shop@tirolergoldschmied.it.

How can I return an item?

In case you are dissatisfied with your piece of jewelry, you may return the item within 14 days. Use our return web portal or complete the online cancelation form. The term begins upon receipt of goods. We refund the purchase price minus a 10€ shipping charge, as soon as the item has arrived and has been examined. Please note that we will only accept items without any damage, in its original condition in the original packaging with the certificate included and the seal still attached and intact.
Please make sure to use our return web portal so we can send our courier service – otherwise we regret that we cannot bear the shipping costs.
Learn more: right of withdrawal

What if my piece of jewelry does not fit?

Usually we are able to adjust the size of a ring, necklace or bracelet. Changing ring sizes of non-engraved rings up to +/- 2 sizes is free of charge. Please use our return web portal in this case.

May I also return an engraved piece of jewelry?

You may return an inside engraved ring or have the ring size changed within 14 days of purchase. All other personalized items and custom-made designs are excluded from return and exchange. However, you may have necklace lengths and bracelet lengths shortened free of charge.

1. Changing non-engraved rings
In case you do not know your ring size, please order the ring without an engraving first. If the ring does not fit, use our return web portal for sending back. After receiving the item we will change the ring size and include your engraving (if possible) within 7 to 14 business days (excluding major holidays). This service is free of charge for changes of no more than +/- 2 ring sizes. For adaptations in size of more than 2 ring sizes we might have to charge an extra fee to compensate for the extra material needed. Delivery charges apply as stated above. Find out your ring size here.

2. Changing engraved rings
Ring size changes for engraved rings including new engravings require at least 7 business days at our studio after receiving your ring. Some alterations require melting down the ring completely and removing the diamond before reshaping. Therefore we charge a minimum of 35 € for ring size changes of inside engraved rings. This service is free of charge for changes of no more than +/- 2 ring sizes. Delivery charges apply as stated above. Find out your ring size here.

Right of withdrawal

Right of withdrawal within 14 days

The cancellation rights allow you to cancel an online purchase within 14 days upon receipt without giving reasons. We will only deduct 10€ from the purchasing price to compensate for shipping costs.
If you want to make use of your right of withdrawal please note that we only accept items that are returned in their original condition without any damage, in the original packaging with the certificate included and the seal still attached and intact.

Exclusions from the right of withdrawal

All personalized jewelry or custom-made designs are excluded from the right of withdrawal. You may, however, return, inside engraved rings. We charge a minimum of 35 € apiece for the expense.
The return of any jewelry with personalized engravings has to be clarified case-by-case.

How do I exercise my right of withdrawal?

For any order cancellations and returns please use our online form for returns. Return shippings must be handled by the Tiroler Goldschmied courier service – otherwise extra fees are charged and insurance does not apply. Please use our online form for returns. You may also use our online cancellation form or let us know in any other way that you wish to exercise your right of withdrawal (by postal service; write to Tiroler Goldschmied GmbH, Schloßweg 3, 39019 Tirol, Italy; via email: shop@tirolergoldschmied.it; via phone +39 0473 945 028).
Find more details about the right of withdrawal in our general terms and conditions.

Changing jewelry

Find out your ring size HERE.

What if the ring size or the length of my necklace or bracelet does not fit exactly?

Changing the ring size or the length of necklaces and bracelets (including personalized jewelry) is usually possible. Please use our return web portal.
Sending back items is free of charge and can be organized via our return web portal (to make use of our courier service). For ring size changes including more than +/- 2 ring sizes and for changes concerning inside engraved rings we charge a minimum of 35 € apiece. We refund the purchase price minus a 10 € shipping charge.

What if I am unsure about the correct ring size or the correct length of the necklace or bracelet before ordering?

In this case please order the ring without an engraving. If the size does not fit, use our return web portal for returning the item and we will then change the ring size and do the engraving within 7 to 14 business days (excluding major holidays) upon receipt of your return. This service is free of charge for any changes of +/- 2 ring sizes or less. Delivery charges apply as stated above.
Please allow for at least 7 business days for changing the ring size of an engraved ring in our studio upon receipt of your return. Some alterations require melting down the ring completely and removing the diamond before reshaping. Therefore we charge a minimum of 35 € for ring size changes of inside engraved rings.
The alteration service is free of charge for changes of no more than +/- 2 ring sizes. Delivery charges apply as stated above. Find out your ring size here

Our warranty

Our warranty for faulty items: What if a faulty piece of jewelry was delivered?

All of our items are of high quality and have been checked for flaws before shipping. Yet, mistakes may occur.
If an item purchased at Tirolergoldschmied.it against expectations shows material defects or faults in design, we are happy to replace the item or have it repaired for you free of charge.

How long is the warranty for a piece of jewelry?

All items purchased at Tiroler Goldschmied carry a two-year warranty. We accept the hand-written certificate or the invoice as proof of warranty.

What if the warranty has expired or is non-applicable at all?

In most cases we are happy to repair items purchased at our (online) store even if the warranty has expired or is non-applicable. Additional costs may arise. Please contact us at shop@tirolergoldschmied.it or via phone: +39 0473 945 028 (Monday to Friday, 9 to 12.30 a.m. and 3 to 6.00 p.m.).

What is needed for warranty?

You need the certificate or the invoice of your item. The date of issue or invoice date marks the beginning of the warranty.

What is excluded from the warranty?

Accidents (hits, crushing etc.), improper use or third-party repairs void the warranty.

How can I make use of my warranty?

Notify us of any defects and flaws within a maximum of two months after purchase. Please describe the defect as exactly as possible and attach a picture. In addition, please send all order documentation (specifying the order code, customer number) and/or the invoice as a copy.
If you still know your order code you can also use our return web portal or contact us via e-mail at shop@tirolergoldschmied.it.

Repairs

May I have the purchased item repaired?

We are happy to repair the item you purchased at our store. Please send your request to shop@tirolergoldschmied.it. Describe the repairs required and send us a picture of your piece of jewelry. If you still know your order code you may also use our return web portal.

How long is the warranty valid?

Any jewelry purchased at Tiroler Goldschmied has a two-year warranty. We accept the hand-written certificate or the invoice as proof of warranty.

What if the warranty has expired or the warranty is non-applicable?

In most cases we are happy to repair jewelry purchased at our store even if the warranty has expired or is invalid for other reasons. Additional costs may arise. Please contact us at shop@tirolergoldschmied.it or via phone: +39 0473 945 028 (Monday to Friday, 9 to 12.30 a.m. and 3 to 6.00 p.m.).

How can I send the faulty piece of jewelry to Tiroler Goldschmied for repairs?

Once everything is settled in written form we will inform you via email how to return the piece of jewelry to us.

Expert advice

Would you like expert advice and assistance?
Would you like expert advice and assistance?
Are you unable to find the jewelry of your dreams?

For any questions you might have concerning your order or your online search, please contact us at shop@tirolergoldschmied.it or call us: +39 0473 945 028 (Monday to Friday, 9 to 12.30 a.m. and 3 to 6.00 p.m.). We also offer online consulting with the video conference tool “Zoom” – by appointment only. Our experts Manuela, Veronika and Igor are happy to answer your questions.

Please feel free to send us any suggestions to further improve our service and email our customer service at shop@tirolergoldschmied.it.

Igor Curcio

Quality

We aspire to the highest quality standards.

Our jewelry meets even the most sophisticated quality criteria.

Which precious metals are used for our jewelry?

Our jewelry consists of 18 karat / 750 yellow, rose or white gold – this is the most valuable alloy for jewelry. Silver jewelry is made of 925 sterling silver. The imprint on our pieces of jewelry gives information about the used alloy. Our selection of Diamond Group jewelry in 14k gold / 585 gold is limited.

What is an alloy?

What are the five C’s for diamonds?

We have always been fascinated with diamonds – they are simply meant to last forever. Our four in-house diamond specialists carefully examine the diamonds we offer. Knowledge goes hand in hand with trust.

The 5 C’s for diamonds

Didn’t find an answer to your question?
Call us at +39 0473 945 028 or write us an e-mail at shop@tirolergoldschmied.it