FAQ

Once you have finished shopping, click on the Shopping Bag icon. Check that all the items you desire are in the Shopping Bag and click on "Checkout". You will be taken to the Global-e Checkout, where you enter your delivery and billing address, choose your delivery option and payment method, and see the final order total for your delivery country, including applicable duties and taxes. You will receive an order confirmation email with the details of your order.

Registered users can check their orders in the "My orders" section. You can track your delivery using the link in your shipping confirmation email.

You can follow your delivery using the tracking link in your shipping confirmation email, which shows the current status.

Once an order is placed, it cannot be modified. To request cancellation, contact Pomellato Customer Service as soon as possible; the order will be cancelled where this is still possible before dispatch. After dispatch, you may return eligible products under the Return Policy. If your order is cancelled, any payment authorisation is released and any amount already charged is refunded to the original payment method. Mandatory cancellation and withdrawal rights are unaffected.

We are sorry, but once an order has been confirmed, it is processed automatically and cannot be modified.

The payment methods available to you depend on your delivery country and are shown at checkout. Your payment is processed by Global-e, which acts as merchant of record. Your statement will show "Global-e/Pomellato" or substantially similar wording. Payment authorisation and charging depend on the method selected, as explained below.

Payments are processed securely by Global-e through its payment processors. You may be asked to enter your card security code and complete an additional verification step with your bank. Further checks or additional information may be required before your order is accepted.

Please check you have fulfilled all the information related to the payment method you chose. If you chose to pay by Credit Card, please refer to your Credit Card provider in the first instance.

An order may be cancelled because a product is unavailable, shipping or payment information cannot be verified, a security or fraud check could not be completed, or a product cannot be delivered to your country under applicable restrictions. If your order is cancelled, any payment authorisation is released and any amount already charged is refunded to the original payment method.

At the moment, we only accept one form of payment for each order.

If your payment method supports pre-authorisation, the payment amount is first authorised and is captured at the latest on dispatch. Other methods, including PayPal and other e-wallets, may be charged immediately upon order confirmation. The full order amount may be charged even if the shipment is split or includes a pre-order. The timing may vary by payment method.

For deliveries within the European Union, VAT is included in the price. For deliveries outside the European Union, all applicable customs duties and import taxes are either included in the price or shown at checkout before you pay, so there is nothing further to pay on delivery

We only provide Express Delivery. Delivery estimates run from dispatch. We will email tracking information once the order is dispatched.

You can place an order from anywhere through our Pomellato e-store. However, product prices may vary depending on the country or market selected, as different local price lists apply.
Orders can be shipped to any available destination shown at checkout. Please note that not all countries or territories are currently served, so you should confirm that your delivery address is eligible before completing your purchase.
Shipping availability may also depend on local import regulations and product-specific restrictions. If we cannot deliver an item to your selected destination, the option will not be available at checkout. Please refer to the Terms and Conditions of Sale applicable to the selected country or market for further details.

Enter your correct shipping address and the billing address associated with your payment method. Checkout will indicate whether the selected addresses and payment method are supported.

Unfortunately, it is not possible to choose a specific date and time.

You will receive a confirmation e-mail as soon as your order is shipped. Included within the email there will be your order tracking number which you can use to follow your order until it is delivered. The estimated delivery time for your country is shown at checkout before you complete your order.

We are sorry, but once an order has been confirmed, it is processed automatically and the shipping address cannot be modified. Please contact our Customer Service in case of need.

We are sorry, but once an order has been confirmed or delivered, it cannot be changed. Please remember that the package can be returned as indicated in our Return Policy .

Only the person who placed the order may request a return for a size change.

Product prices may change, but a price change does not affect an order already placed. Your separate statutory withdrawal rights are explained in section 6 of the Terms of Sale.

We apologise for the inconvenience. Please contact our Customer Service Department by filling out the Contact Form. Please quote the return reference shown in your return confirmation email.

You may request a commercial return within 30 days after delivery. Follow the returns instructions on the Website or in your order emails. Mandatory consumer rights are additional to this policy.

Refunds for accepted commercial returns are issued within 14 days of receipt of the returned products. In practice, processing normally takes 3 to 5 business days after inspection, and your payment provider may need a further 5 to 10 business days to show the credit. Refunds are issued in the original currency to the original payment method. These estimates do not extend statutory refund deadlines. Statutory withdrawal refunds follow section 6 of the Terms of Sale.

Your return label is included in your return confirmation email. If you cannot find it, please contact Pomellato Customer Service.e.

For a full commercial return, the original outbound delivery charge is refunded; for a partial commercial return, it is not refunded. Mandatory consumer rights always prevail. Except where required by applicable law or the country-specific provisions of the Global-e Terms of Sale, customs duties and import taxes paid at checkout are refunded on returns only where they were included in the product price. This follows section 5.3 of the Global-e Terms of Sale.

We invite you to check the availability on the product description page of your favourite Pomellato jewel. Please consider that the stock of our boutiques is subject of change, we cannot guarantee the availability of the jewel. To confirm availability, we suggest you to contact directly your desired boutique.

Online size exchanges are requested through the returns portal, subject to availability and the same-price conditions in the Return Policy. Contact Pomellato Customer Service for assistance.

Pomellato boutiques are always on for something special for its clients: be among the first to know what is the next event by subscribing to our newsletter.

You can use the Store Locator tool in order to find the store you are looking for and all its information (phone, opening times, position)

Loyal to the finest Italian goldsmith tradition, Pomellato creates top quality jewellery in a constant quest for the perfect mix between creativity, stylistic consistency, innovative technology and craft skills. Pomellato jewels are made in yellow, white and rose gold, and alloys have a 750/1000 title.

The term ‘hard stone’ is improperly used to designate semi-precious stones, so as to distinguish them from more precious stones like sapphires, rubies, diamonds, etc. All gemstones are classified according to different indexes, one of which is the hardness index, specifying the level of resistance to scratching and chipping. Gemstones traditionally used in jewellery generally have a high hardness index, but it goes without saying that, as hard as a gemstone may be, it is not necessarily indestructible, and a gemstone set in an item of jewellery will still be delicate. Even small knocks, though not deliberate or direct, may scratch or chip a gemstone. Diamonds themselves, which are famous for being the hardest stones in nature, are not immune to breaking. For all of its jewels, Pomellato chooses exclusively natural gemstones carefully selected by expert gemmologists according to strict quality standards that Pomellato applies as a guarantee to its products.

Some Pomellato jewels have part of their surface burnished. The burnished effect is the result of a treatment that involves a limited thickness of the surface; thus, the surface aspect can change with use, in particular in the most exposed areas of the metal. To preserve burnishing as long as possible without risking removing it, care must be taken not to wear out the burnished parts and, more than anything, not wipe them with normal or polishing cloths, or other products specifically intended for silver. To restore surface finishes like burnishing, a specific process must be applied.

If the jewel you want is temporarily unavailable, select “Notify me” on its product page and enter your email address. We will notify you when it is back in stock.

On our website you can find a complete Size Guide that can help you to find the right fit for you. Moreover, we invite you to read the item description in the product page in order to know more details about jewels wearability.

We guarantee the authenticity of all Products purchased on pomellato.com.
Each jewel comes with an Authenticity Card certifying its authenticity. The card includes a QR code that you can scan to access your product’s digital passport, where you will find detailed information specific to your jewel.

Pomellato group monitors and evaluates its environmental impact through the Environmental Profit & Loss account (a link to this document is available at www.kering.com ), published each year by the Kering Group. The company has obtained Responsible Jewellery Council Certification (renewed at the end of 2019) and has reached its aim of 100% responsible gold sourcing via Kering’s RESPONSIBLE Gold Framework. Alongside this core objective is our constant pursuit of sustainable silver sources and the transparent and traceable sourcing of diamonds and coloured stones. Pomellato, an environmentally-conscious approach to jewel-creation. Pomellato has increased Fairmined gold purchases as well to create a special collection and continues to invest in the traceability of colored stones and diamonds while exploring new materials and recycling solutions. Meanwhile, it collaborates with a Milan-based goldsmith school to safeguard consistency and craftsmanship. Through initiatives and advocacy, Pomellato continues to reinforce the importance of sustainability, an Earth-conscious community, female education and career growth, and a global well-being that promotes a healthier work-life balance.

Each Pomellato jewel is made exclusively with 100% responsible gold, sourced via Kering Responsible Gold Framework, extracted from certified mines that comply with international laws on the transparency and traceability of raw materials (RJC certification), or coming from production chains engaged in important projects to improve environmental sustainability.

All diamonds used in Pomellato Collections are purchased by RSJ certified suppliers: the goal of RJC is to define a responsible supply chain respecting human rights, protecting environment and attending correct management practice. White diamonds have clarity VVS-VS and G-H color, while for black, brown and icy diamonds it is not possible to apply 4C quality standard. In such cases color ranges of materials, clarity level, shining and cut are defined by the Company. All black diamonds have been subjected to heating treatments, to obtain a solid color. Such treatments are not considered dangerous for health and safety of our customers.

Every Pomellato jewel is made to be worn every day and on every occasion. This is why no extraordinary maintenance is needed, especially if it is delicately handled and cleaned. Nonetheless, being a precious object, it deserves to be treated with care. It is normal for both silver and gold jewelry to lose their shine with wear and over time. The natural phenomenon of darkening, due to oxidization, is also very common to all silver or gold alloy jewelry and it can be easily cancelled by a professional cleaning if the oxidation stage is advanced. We do not recommend any kind of do-it-yourself cleaning, especially in case the item is set with precious stones, diamonds or enriched by enamel or with leather. Professional help is also required to restore surfaces such as rhodium plating or burnishing. Stones set on a piece of jewelry are intrinsically delicate, meaning that even accidental or unnoticed bumps, as well as thermal shocks, could damage or break them. If you want to preserve the shine of Pomellato jewelry, we recommend you to store it in a clean, dry place away from any heat sources.

The best thing to do is to go to the store where the jewel was purchased or visit our Store Locator to find the closest Pomellato Boutique. Unless specific limitations apply, customer care is provided by every Pomellato Authorised Dealer worldwide. For any information, do not hesitate to contact our Customer Service by filling the Contact Form .

A jewel in natural untreated silver, worn even every day with care, will only occasionally need exceptional maintenance, especially if it is delicately cleaned from time to time and put away appropriately. Normal everyday use and external agents such as atmospheric humidity, temperature, pollution levels, contact with cosmetic products and perspiration may dull the lustre of silver surfaces, or alter the original appearance of the surface finish present in some items. The phenomenon whereby silver lustre is dulled and the surface becomes darker and more opaque, scientifically known as "tarnishing" and commonly called oxidation, is well known in metallurgy. The extent and speed of this phenomenon cannot be predicted, since they depend on a number of factors. To keep the oxidation problem under control and reduce it, the general rule is to prevent silver jewels from coming into contact with detergents, creams, fragrances and water, in particular swimming pool water (chlorinated) and sulphur springs, and it is advisable to regularly wipe the jewel surface gently with a soft cloth, being particularly careful with the finish and gemstones, if present.

Damage from contact with mercury, caused for instance by the accidental breaking of a thermometer, is the most severe damage a jewel may suffer – and, unfortunately, in most cases it is irreversible. Mercury creates an amalgam with gold, and often jewels cannot be repaired. In order to restore the original state of a jewel, as a first step it is fundamental to remove mercury. This can be done only with a high-temperature process which is highly toxic, since mercury vapours are extremely toxic. At the end of the treatment the jewel surface becomes extremely porous, making it unlikely for the original appearance of the jewel to be restored. Moreover, the colour of the alloy will differ from the initial one, since it is very difficult to remove mercury completely.

Jewels in white gold may tend with time to turn yellow. It is a well-known phenomenon, characteristic of white gold alloys, that in some cases may be accelerated by reactions to external agents. However, since it is only on the surface, it can be avoided or easily overcome by periodical cleaning with purpose-made products. However, if the jewel is rhodium-plated, the yellowing may be the result of the loss of lustre of the cold component of the rhodium-plating process and thus the emerging of the warmer colour, characteristic of the natural white gold alloy. In any case, also rhodium-plating is a surface treatment that can be easily restored.

Sandblasting, like rhodium-plating, is a surface finish that tends to alter with wearing. Sandblasting, in particular, is a treatment that enhances the superficial roughness of objects, creating peaks and troughs that can be seen and felt when touching. Wearing a jewel will tend to smooth out these peaks and troughs over time, and the surface becomes more glossy. However, the sandblasted finish can be easily restored.

Please refer to the Warranty section of the Terms and Conditions of Sale applicable to your country. The warranty does not cover damage caused by accidents, accidental events, improper use, natural alterations in the product deriving from wear and tear and changes deriving from normal usage. Moreover, the Warranty will no longer be valid if the jewelry was altered by a non-authorized workshop and, in such an event, Pomellato reserves the right not to carry out the requested repairs. See section 6 of the Pomellato Terms of Sale. Mandatory consumer rights are unaffected.

For assistance please click the Contact Form here and advise us of your requirements. Our Customer Service team is operational from 9:00 AM CET to 5:00 PM CET Monday through Friday. Questions relating to payment, delivery, duties and taxes may be handled together with our partner Global-e.

Pomellato offers aftersales assistance and repair services for products purchased in autorized stores, as well as in the www.pomellato.com official Online Store.

For products purchased on www.pomellato.com , we kindly ask you to Contact Us, sending a clear photo of the item and a full description of the issue, selecting “Aftersales Assistance” as contact reason from the drop down menu in the contact us page. The team will be more than happy to provide you with additional information and assist you with your query.

For products purchased in a Pomellato boutique, we invite you to contact the nearest store at your convenience for further assistance. As an alternative, you can Contact Us, sending a clear photo of the item and a full description of the issue, selecting “Aftersales and Repairs” as contact reason from the drop down menu.

Pomellato cannot accept any responsibility for products that have not been purchased directly from our official Online Store www.pomellato.com or from one of our Pomellato official boutiques.

If you find that a Product sold by us on the Website has manufacturing defects or is not as described (excluding any non-conformity to the Order Confirmation/Acceptance or those patent defects that should have been identified and indicated at the time of delivery), please contact immediately our Client Services by filling the Contact Form .

The damaged items can be returned as indicated in our Return Policy .

Contact Pomellato Customer Service or an official Pomellato boutique for information about available aftersales and repair services.

If your Pomellato jewel is broken, we invite you to address to the Pomellato boutique where you made the purchase. Generally, the assistance is guarantee in all the authorized Pomellato boutiques with some limited exceptions. You can also receive assistance by filling the Contact Form .

The damaged items can be returned as indicated in our Return Policy .

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Pomellato offers a wide range of aftersales assistance with some limitations. We invite you to address to the Pomellato boutique where you made the purchase. Generally, the assistance is offered in all the authorized Pomellato boutiques with some limited exceptions. You can also receive assistance by filling the Contact Form .

For an issue with an order or delivery, contact Pomellato Customer Service. Risk passes on completed delivery as described in the Terms of Sale, subject to applicable law.

The re-sizing of a ring – also depending on the difference between the starting size and the end size requested – is often a very delicate work that could undermine both the structure and the appearance of the ring, especially for styles where natural stones are exposed. To protect its products and customers, the Pomellato re-sizing service meets strict qualitative standards, and entails an estimate for fully remaking the ring whenever re-sizing is judged unfeasible.

To check which models the sizing service is available for, you can contact our Customer Service by clicking the Contact form

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