FAQ - customer service

Before contacting our customer service team, look for the answer to your question here!

PERSONAL ACCOUNT

CAN I CHANGE THE PERSONAL INFORMATION IN MY WEJEWELLERY ACCOUNT?
Click on the top-right corner and log in. If you have forgotten your password, follow the recover password instructions. After having successfully logged in you can change your password and other personal information. You can change the delivery address at the moment of placing your order. For any other changes, please contact our customer service team.

I'M NOT ABLE TO LOG IN TO MY ACCOUNT
Have you forgotten your password? Click on "Log in" and then on "Recover password". Insert your email address and you will be sent an email allowing you to reset your password. You can then access your existing account without having to create another one. If for some reason you are unable to reset your password, or subsequently fail to access your account, please contact the WEJEWELLERY customer service team.

HOW CAN I SIGN UP FOR THE WEJEWELLERY NEWSLETTER?
Be the first to receive our exclusive offers and all the latest news on new collections, advice on choosing the perfect present and other interesting news. Otherwise, by registering as a customer with WEJEWELLERY you will immediately receive a 10% discount for your first order of jewellery or watches.

I'M NOT RECEIVING YOUR NEWSLETTER
Check your email's junk or spam folder. On our homepage you will find the newsletter subscription form. If you realise that you signed up for our newsletter using an incorrect email address, please get in touch with our customer service team! Add us to your favourites list, and never miss a message!

I NO LONGER WISH TO RECEIVE THE NEWSLETTER
You can cancel your subscription at any time by clicking on the "Unsubscribe" link at the bottom of one of the emails you receive. It may take a few days before your request is processed and your subscription is cancelled. If you want to sign up for the newsletter again, you may do so directly on our homepage.

 

ORDERS

I WANT TO ORDER SOME JEWELLERY OR A WATCH ON WEJEWELLERY
Thank you! Click on “Register”. Complete the customer registration by filling out the relevant invoice and shipping information. Once registered, add the jewellery and watches you wish to purchase to your shopping basket. After making sure you have chosen the correct items and quantity, follow the simple and fast WEJEWELLERY online payment procedure. For any other queries concerning payment and shipping, carefully read the provided information, and if necessary contact our customer service team.

I WANT TO CANCEL OR CHANGE AN EXISTING ORDER
It is only possible to do so for a short time. Immediately email or telephone our customer service team. If the order has already been dispatched, don't worry: you will be able to return it by following the instructions in the Returns section.

THE PRICE OF THE ITEM HAS CHANGED, THE ITEM IS NO LONGER AVAILABLE
Some promotions, discounts or sales may change the price of jewellery or watches on WEJEWELLERY. Sign up for our newsletter to always stay up-to-date on promotions. Always make sure the currency selected is correct for your country. Generally speaking, differences in amounts are never refunded.
If the item you wish to purchase is currently unavailable, don't worry! Order it, and within in a few days it will be shipped to you! We will order and ship it immediately. Before completing your order, always check the availability of items selected.

THE ITEM ARRIVED DAMAGED. THE WRONG ITEM ARRIVED. MY ORDER NEVER ARRIVED!
We apologise for any inconvenience caused and will resolve the issue at once. Contact our customer service team by email, including the order number and product code. Explain the problem and whether you would prefer a refund or a replacement item. In the case of a damaged item, please attach a photograph of the damage to the email. Our jewellery and watches are all covered by guarantee and are carefully quality controlled before shipment; so don't worry, we will take care of you and your order, ensuring that you always have a pleasurable shopping experience!

 

PAYMENT

HOW DO I USE A DISCOUNT CODE?
Make sure you enter the discount code correctly; the code typed into the appropriate box, prior to completing payment, must be identical to the code you received. Click on “Apply” and check that the discount has been subtracted from the total amount. Under no circumstance is it possible to use a discount code retrospectively. If your discount code does not work: only one code may be used per order, always check the discount code's terms and conditions of use. For example, the minimum amount or product category/brand name to which it may be applied.

WHAT PAYMENT METHODS ARE ACCEPTED?
WEJEWELLERY accepts all major credit cards and debit cards, PayPal and bank transfer. Payment by cash-on-delivery courier service is only available in Italy. For us, secure purchasing is fundamental, read more on payments and privacy here.

I PAID BUT I HAVE NOT RECEIVED MY ORDER CONFIRMATION
Write an email at once to our customer service team at info@wejewellery.com or telephone +39 0573 1745152, telling us the email address you registered with and your order number, if you have it. We will contact you shortly afterwards, once we have verified the state of your online payment.

 

SHIPPING

CAN I CHOOSE A DIFFERENT DELIVERY ADDRESS?
Of course, you have an option to do so prior to concluding your order. If you wish to change the delivery address after placing your order, you may do so within a limited timeframe by contacting our customer service team by email or telephone. If the package has already been dispatched, you can contact the courier service and request a different delivery address by providing them with your tracking code. If you are not present when the first delivery attempt is made, the courier service will leave you a note and you can arrange a new delivery date with them.

I STILL HAVEN'T RECEIVED MY ORDER
First of all, check the predicted delivery date. If the predicted delivery date has already passed, use the tracking code to check the whereabouts of your order. Make sure the delivery address you gave us is the right one. If it is, ask your family/colleagues/co-inhabitants if they accepted the package for you. If you believe your order to be lost in transit, contact our customer service team; they will immediately contact the courier service and begin the appropriate procedures. Even in the worst case scenario, the shipment will have been insured. We will give you a full refund or replace your order after having completed the requisite checks.

 

RETURNS

HOW CAN I RETURN AN ITEM TO WEJEWELLERY?
Follow the instructions sent with your order. Or read here. You may return an item or an entire order within 30 days. When making a return, use the same delivery box and ensure that all the packaging, as well as the jewellery and watches purchased are in perfect condition. Remember to also include the product guarantee/s. Follow all the instructions and you can't go wrong: WEJEWELLERY has a simple and fast returns procedure, guaranteeing a quick refund or the issuing of a voucher towards your next purchase.

I HAVE RETURNED AN ITEM TO YOU, HAS IT ARRIVED YET?
As soon as we receive returned items, we carry out the necessary check and controls and issue an refund within 30 days. Usually we are very quick and the refund of your choice will be issued within a few days. Feel free to contact our customer service team for information about your returned items!