FAQ — Frequently Asked Questions
WHERE CAN I PURCHASE THE MIRTILLA JEWELS COLLECTION?
The Mirtilla Jewels collection is available exclusively online on the official website.
ARE MIRTILLA JEWELS CUSTOMIZABLE?
At the moment it is not possible to personalize Mirtilla Jewels jewelry.
For special requests or additional information, write to info@mirtillajewels.com .
ARE THE EARRINGS SOLD INDIVIDUALLY?
Yes, all Mirtilla Jewels earrings are sold individually.
To purchase the pair, simply add the “pair” item to your cart.
MY MIRTILLA JEWELS NECKLACE IS KNOTTED. WHAT CAN I DO?
To prevent the chains from tangling, we recommend always storing them flat.
If this happens, try to gently dissolve them using a thin needle.
Alternatively, you can contact us at info@mirtillajewels.com for assistance.
CAN SILK THREAD NECKLACES GET WET?
Yes, they can be wet, even in sea water, taking care to rinse them afterwards with fresh water.
RETURNS AND REFUNDS
WHAT ARE THE REFUND METHODS?
The refund will be made within 10 working days of receiving the return.
The amount will be credited back to the account associated with the payment method used, in the same currency as the original transaction.
I FOUND A DEFECT IN THE ITEM I PURCHASED. WHAT CAN I DO?
Please contact info@mirtillajewels.com upon receipt of your package.
Mirtilla Jewels may request photographic evidence before authorizing the return and will cover the shipping costs for returning non-compliant goods.
CAN I EXCHANGE AN ITEM I PURCHASED?
It is currently not possible to exchange an item purchased online.
It is still possible to make a return and proceed with a new order.
HOW DO RE-IMPORT FEES WORK?
Any customs charges will be paid in advance by Mirtilla Jewels and subsequently deducted from the refund amount.
CAN I RETURN AN ITEM PURCHASED FROM A NON-EU COUNTRY?
Yes, it is possible to return items purchased from non-EU countries.
In this case, shipping costs and any customs clearance costs are the responsibility of the customer.
ARE THE RETURN COSTS PAID BY THE CUSTOMER?
Yes, return shipping is at the customer's expense.
HOW LONG DO I HAVE TO RETURN AN ITEM?
You can return the item within 14 working days from the date of receipt.
The jewel must not have been used or worn, must be intact and accompanied by the original packaging, which is an integral part of the product.
For more details, see the Terms and Conditions page .
PAYMENTS
WHAT PAYMENT METHODS ARE AVAILABLE?
We accept payments via PayPal, Visa, American Express, Mastercard, Maestro, Google Pay, Apple Pay and Visa Checkout .
CAN I PAY MY PURCHASE IN INSTALLMENTS?
Yes, you can split your payment into 3 interest-free installments via PayPal or Klarna .
ORDERS
DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?
No, registration is not required. You can also complete the purchase as a guest.
CAN I CANCEL MY ORDER?
Yes, you can cancel your order before it ships.
To do so, contact info@mirtillajewels.com .
WHEN WILL MY ORDER BE PROCESSED?
After payment, you will receive a confirmation email containing a summary of your purchase.
Your order will be processed within the timeframe indicated on the checkout page.
CAN I REQUEST GIFT WRAPPING?
Yes, all Mirtilla Jewels are packaged in our exclusive packaging , at no additional cost.
SHIPMENTS
HOW CAN I TRACK MY SHIPMENT?
Once your order has been shipped, you will receive an email with your tracking number , which will allow you to track your shipment in real time.
IS SHIPPING INSURED?
Yes, all shipments made with UPS are insured against theft or damage during transit.
Coverage ends once the package is delivered.
ARE TAXES AND CUSTOMS DUTIES THE CUSTOMER'S RESPONSIBILITY?
Yes. For shipments to non-EU countries, the DAP (Delivery at Place) formula applies :
The price of the product does not include taxes, customs duties or local taxes, which will be paid by the recipient upon delivery.
WHICH COUNTRIES DO YOU SHIP TO?
We ship worldwide, except to areas prone to armed conflict.
WHAT ARE THE SHIPPING TIMES AND COSTS?
Items available in stock are delivered within the timeframe indicated on the checkout page.
Unavailable products are put into production and shipped within the times specified during purchase.
IS THERE A COST FOR SHIPPING?
Yes, shipping costs vary for orders under €900 .
For orders equal to or greater than this amount, shipping is free , in Italy and abroad.