frequently-asked-questions

FAQs

ORDERS

HOW DO I PLACE AN ORDER ON YOUR SITE?

It's easy! Here’s how:

Choose a specific item you’d like to purchase.
Select your desired piece and click ‘ADD TO CART’. Once you've added all items, click on the 'CHECKOUT' button.
Enter your email address, payment method and delivery details to complete your order. That's it – we'll confirm the order and it will be carefully prepared and shipped to you, with updates every step of the way.

CAN I RESERVE AN ITEM TO BUY LATER?

We aim to provide a fair opportunity to shop our latest pieces and as these are often unique or limited, we therefore don't offer reservations.

CAN I PLACE AN ORDER OVER THE PHONE?

We are sorry, we don't take order reservations over the phone! However, we are happy to guide you through your order if you are having problems, please contact us at shop@galleria-j.com.

CAN I CANCEL MY ORDER OR MAKE CHANGES TO IT?

Cancelling an order is not possible. However, you might be eligible for a return and refund.

Please check for more info in our Shipping & Returns policy.

I'M HAVING TROUBLES COMPLETING MY ORDER, CAN YOU HELP?

Please check that all required fields are filled if you are having problems at checkout.

If you are still having problems, please contact us, either by calling at +39 0577 941535 or by sending an e-mail at shop@galleria-j.com.

PAYMENTS

WHAT PAYMENT METHODS DO YOU ACCEPT?

We currently accept the following payment methods:

Visa
MasterCard
Maestro
American Express
PayPal
Apple Pay
Google Pay

WHEN WILL MY CARD BE CHARGED?

If there are sufficient funds and the account information is valid, the transaction will be processed instantly. At the moment the order is confirmed, your credit card will be charged.

WHICH CURRENCIES CAN I SHOP IN?

1. LOCAL CURRENCY PRICES:

Depending on the chosen country and shipping destination, prices are usually automatically converted into your local currency at present-day exchange rate and inclusive of a currency conversion fee - you will therefor be charged the final purchase price as stated at check out in your local currency, preventing you from having to pay additional fees, through your credit card company.

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2. EURO ( EUR / € ) PRICES:

If your local currency is unavailable, prices will be visible in Euros ( EUR / € ) and your order will be charged in Euros ( EUR / € ).

When you make a payment in a foreign currency ( not in your local currency ), your bank will automatically charge a conversion exchange rate and currency conversion fee for you.

All orders are placed with Galleria J ( illunga di Jens Praet, Jose' Stradovnik e Jiri Praet S.n.c. ), registered in Italy, therefore your card issuer or payment method provider may apply other international bank charges. We have no control over these charges and cannot predict their amount.

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Please note however that some banks and credit card issuers might charge customers extra international transaction fees even if the credit card is charged in local currency. In case of doubt, you may contact your issuing bank for further information before placing your order.

WILL MY CREDIT CARD DETAILS STAY SAFE?

Yes of course. We accept credit card payments through Shopify Payments. When placing an order online customers are required to enter their credit card details into a protected online banking system provided by Shopify Payments guaranteeing the highest level of security of the transaction.

All transactions are processed through a secure server, guaranteeing maximum credit card security.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. We follow all PCI-DSS requirements and implement additional safety measures accepted by industry standards.

DO YOU ACCEPT PAYPAL PAYMENTS?

Yes, we accepts payments from PayPal accounts and reserve the right to double-check and to process orders only if dispatched to the same address that the verified PayPal account is registered with.

By clicking on PayPal, customers will be transferred to the PayPal website and can pay directly with their PayPal account.

SHIPPING & RETURNS

HOW MUCH WILL I BE CHARGED FOR SHIPPING?

FREE SHIPPING for all orders over 250,00 €

24,90 € for all orders below 250,00 €

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Italian orders are generally shipped via Poste Italiane or via UPS.

International orders are generally shipped via UPS.

WHICH COUNTRIES DON'T YOU SHIP TO?

We ship world-wide, however, some countries are excluded:

Suspended ( Temporarily ):

Belarus
Russia
Ukraine

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We do not ship to the following countries:

Ascension Island
British Indian Ocean Territory
Caribbean Netherlands
Christmas Island
Cocos (Keeling) Islands
Côte d’Ivoire
Eswatini
Falkland Islands
French Southern Territories
Isle of Man
Myanmar (Burma)
Nauru
Palestinian Territories
Pitcairn Islands
Somalia
South Georgia & South Sandwich Islands
South Sudan
St. Helena
St. Pierre & Miquelon
Sudan
Svalbard & Jan Mayen
Tokelau
Tristan da Cunha
U.S. Outlying Islands
Western Sahara

WHEN WILL MY ORDER BE SHIPPED?

We want you to receive your new purchase as quickly as possible!

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ITALIAN ORDERS:

Unless otherwise stated on the product page, it typically takes 1-3 business days to process your order.

If you place your order during the weekend or on a holiday, we'll start processing your order on the following business day.

Once processed, orders are shipped Monday - Friday from our Store in San Gimignano, Siena, Italy.

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INTERNATIONAL ORDERS:

Unless otherwise stated on the product page, it typically takes 3-5 business days to process your order.

If you place your order during the weekend or on a holiday, we'll start processing your order on the following business day.

Once processed, orders are shipped Monday - Friday from our Store in San Gimignano, Siena, Italy.

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International (non-EU) orders might be subject to be flagged in customs for collection of duties and tax on imports. In this scenario, shipping time can be significantly delayed and in some cases the customer is required to retrieve their package from the customs office.

HOW CAN I CHECK THE STATUS OF MY SHIPMENT?

Once your order has been shipped, you will receive a shipping confirmation email with the tracking number so that you can follow the shipment of your parcel every step along the way until it reaches your door.

WHEN WILL I RECEIVE MY ORDER?

Usually you will receive your order within 5 working days after it has been shipped out ( picked up by our courier ).

CAN I CHANGE THE SHIPPING ADDRESS OF AN ORDER I HAVE ALREADY PLACED?

Unfortunately it is not possible to change the shipping address once an order has been completed.

HOW WILL MY ORDER BE PACKED?

Your new jewellery piece will be carefully packaged in our original Galleria J packaging and shipped within a protective box to ensure it arrives to you in great condition!

DO I HAVE TO PAY DUTIES?

International (non-EU) customers are responsible for all duty and taxes associated with the importation of merchandise.

All parcels shipped outside of the EU are shipped DDU (Delivered Duties Unpaid), meaning that it's the customer's responsibility to pay for any of the destination country's customs charges, duties, or taxes. These must all be paid in order for customs to release the shipment after it arrives.

Unfortunately, we have no control over these charges, and cannot tell you what the cost will be, as customs policies and import duties vary widely from country to country. We recommend contacting your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Please be aware that your parcel can be also delayed by customs and subsequent charges can be applied. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed.

Please also note that in case that, for any reason, a customer refuses the delivery of the parcel, shipping costs and import duty fees related to the automatic return of the parcel to the sender will be charged to the customer. This amount will be deducted from the total amount of the refund due.

DO YOU SHIP TO PO BOXES?

No, we are sorry. We do not ship to PO Box addresses as signature is required upon delivery.

CAN I RETURN MY ORDER?

We want you to be happy with our products. Should you for any reason be unhappy with the delivered product, you have the right to return the un-used items within 14 days from the date of delivery on all European (EU) orders.

If your return doesn’t fulfil the above mentioned basic requirements, we reserve the right to refuse your returned items. If your return is late, we also reserve the right to refuse your return. Return costs are at the responsibility of the buyer.

International (non-EU) orders are currently not eligible for returns.

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Please send returns to:

GALLERIA J

Via San Matteo 49/51

53037, San Gimignano, Siena

Italy

WHEN WILL I RECEIVE MY REFUND?

Once we receive and have accepted your return, please allow up to 5 business days for us to process your refund.

Once your return has been processed, you will receive a notification email that your refund has been processed and issued.

Please note that any potential return shipping charges will not be refunded.

CARE GUIDE

HOW DO I TAKE CARE OF MY JEWELLERY?

Take your jewellery off if you're involved in any activity which could scratch, knock or damage it. If in any doubt, take it off and keep it safe.
Take it off when you go to bed.
Keep it well away from chemicals, especially chlorine. If it does come into contact with chemicals, rinse it in water immediately.
Bathe and apply any lotions or perfumes before you put your jewellery on. Organic gemstones like pearls and opals are particularly vulnerable to acids, even perspiration.
Store it separately, ideally in a soft-lined box or case, so that your favourite pieces don't tangle, rub or scratch one another. Pearls in particular should be kept separately as they are easily scratched by hard gemstones.
Make sure chains and necklaces are fastened when storing to avoid tangling.
Remove jewellery while cooking, cleaning and washing up.
When storing jewellery, please keep it away from sunlight, excessive heat or damp conditions.

HOW DO I CLEAN MY JEWELLERY?

We want you to enjoy your jewellery for years to come!

To make sure that your new jewellery remains a stunning piece, please clean it only with lukewarm water and neutral soap, don’t forget to rinse and dry of course!

Use a soft-bristled toothbrush to buff away any dirt and debris.

Just like with your car, every precious metal or stone ‘ages’ by wear and tear, and atmospheric conditions. This is the beauty of these type of materials making your jewellery even more unique.

HOW DO I TAKE CARE OF MY SILVER PIECES?

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.

HOW DO I CLEAN MY GOLD-PLATED JEWELLERY?

Line a glass bowl with aluminium foil. The shiny side of the foil should be on top in contact with the jewellery.
Add one tablespoon of salt and one tablespoon of baking soda to the bowl.
The amount of water should be enough to dissolve both powders and fully submerge your gold-plated jewellery.
Place all pieces in this solution and leave them for 5 minutes at a time. If your jewellery is severely tarnished, you can leave it inside for up to 15 minutes or until flakes start floating on the surface.
These flakes are the sulphur that caused the oxidation of the gold layer, and they will be attracted to the foil, floating away from the jewellery.
Once most of the tarnish has been removed, rub all pieces clean with a soft toothbrush.
After the gentle scrubbing, wash each piece with lukewarm water and use a soft, lint-free cloth to pat dry.

HOW DO I STORE MY JEWELLERY?

Before any jewellery is stored, make sure that it is clean and dry. Moisture can cause the metal to tarnish or degrade much quicker. For instance, if you wore a silver necklace in a rainstorm, be sure to dry it off before putting it back!

Please store your jewellery in the original box provided by us and in a dry place. Should you prefer to store it in a jewellery box together with your other items, we suggest you to store the jewellery in a way that they do not touch each other.

Silver jewellery does best when it’s stored in a jewellery box lined with felt. The felt helps absorb excess moisture and prevent premature tarnishing. Even with proper storage, silver jewellery will require regular cleaning.

Keep pearls inside a wooden box that has a felt lining. Please keep in mind to never store pearls inside a plastic bag or box because plastic can interact with the pearls and cause them to deteriorate.

CAN I SHOWER WITH MY GOLD-PLATED JEWELLERY?

We don’t recommend showering with gold-plated jewellery. The soap and the hard water residue may eat into the gold plating and cause your jewellery to tarnish.

Also, when asked can you swim with gold-plated jewellery, we advise not to wear gold-plated jewellery in water because the chemicals from the pool water or the salt water will make the gold not shine anymore.

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