Orders

Ordering on Pomellato.com

To make purchases on pomellato.com you do not need to register; however, we suggest you create a profile to access exclusive areas and services dedicated to our customers.

Item search

To easily browse our catalogue, select a category from the navigation menu or browse our selections on the homepage. To find something more specific, use our filters or the website search option.

Product information

On each product page you will find all available sizes, a description and the composition of the item. Click on the product image to zoom in and see all of the details.

How to order

• From the item page, select the desired size of the product (if necessary)
• Add the product to your Shopping Bag with the button ""Add to cart""
• 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""
• Enter/select your shipping and billing address
• Select a payment method and enter the needed details
• Check the shipping method
• Check that all the information you entered is correct and click “Checkout”.

Shortly you will receive a confirmation email with the details of your order. From this moment on our warehouse will take care of everything and as soon as the order ships we will notify you with another confirmation email.

Is it safe to order on Pomellato.com?

We assure you that ordering on pomellato.com is safe. Pomellato has at heart your privacy and your personal data will be processed in the respect of our Privacy Policy and in compliance with GDPR regulations.

Where is my order?

You can check the status of your order from the My Order Area . If you are a registered user, in the "My Order" you can find all the information related to your orders. If you are not registered, you can enter the Order Number that you received via email and you will know about the status of your order. Don’t have a profile yet? Register now to enjoy exclusive services.

What is the meaning of each order status?

Order received:

when the order is completed on the website

Order placed:

Our systems started to process your order

Order in process:

The order has been confirmed and a confirmation email with the Order Number has been sent

Order shipped:

As soon as the order is shipped from our warehouse, a confirmation email with the Tracking Number to track the delivery will be sent

Order returned:

You returned an order and the return process has been successful

Order cancelled:

When an order has been cancelled. You will receive an automatic mail which notifies you that your order has been cancelled.

Order on hold:

When an order is on hold (whether because of back order or another reason)

You can check the status of your order from the My Order Area. Enter the Order Number that you received via email in the My Orders Area. If you are a registered user, you can find all information related to the order in your My Profile area.
Don’t have an account yet? Register now to enjoy exclusive services.

Can I cancel my order?

We are sorry, but once an order has been confirmed, it is processed automatically and cannot be cancelled. The package can be returned as indicated in our Return Policy.

Can I modify my order?

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

Which payment methods are accepted on Pomellato.com?

Pomellato accepts the following payment methods:

Credit Card: Visa, MasterCard, American Express, JCB, Visa Electron, Maestro enabled debit cards.
The total will be charged to your card when the order is shipped.

PayPal: Shop easily online without having to enter your credit card details on the website.
Your account will be charged once the order is completed. To register for a PayPal account, visit the website paypal.com.

Additional local payment methods are also accepted. You can find the full list of the payment methods accepted in each country here .

Is it safe to pay on Pomellato.com?

On Pomellato.com, every purchase is made with maximum security thanks to the use of secure online payment gateway that encrypts card details in a secure host environment. The payment gateway is fully PCI Level 1 compliant and is monitored by Trustwave, an ASV and QSA for the Payment Card Industry Security Standards Council.

To safeguard your credit card purchases, you will always be asked to enter your CVV code for every order. Our Payments department may carry out anti-fraud checks before approving the transaction and for greater protection, they may contact you for further details before confirming the order.

Why can't I complete my order?

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 fist instance.

Why has my order been cancelled?

There could be more than one reason why your order has been cancelled. For example the products lack of availability, an error in the shipping or billing address. In the majority of cases, an order is cancelled as a consequence of a sudden unavailability of products when the order is fulfilled. If your order is cancelled, you will receive a refund back to your original payment method.

Is it possible to use more than one payment method for one order?

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

When will you charge me for my order?

Supplier Distributors SA ("SDSA") will not debit the amount due by you until: Supplier Distributors SA ("SDSA") will not debit the amount due by you until:

• SDSA has confirmed availability of the Products;
• SDSA has sent you the Order Acceptance;
• SDSA has received authorization to debit your card from the card issuer; and
• your debit/credit card data has been verified.

Is VAT included in the final price of Pomellato products?

Prices of products are indicated on the Website and are inclusive of any applicable VAT, custom duties, sales taxes or other taxes.

Shipping

What shipping options are available? Which are the related shipping fees?

The standard delivery option of Pomellato jewels is free on Pomellato.com.
You can choose the express shipping option in the countries where the service is available. Please check on the Shipping and Return Page to know timing and costs for each country.
Please consider that the delivery timing starts from the moment when your order is shipped, not placed.

You will receive an email containing your Tracking Number once your package has been shipped from our warehouse.

Our courier delivers from Monday to Friday during business hours. The day before delivery, you will receive a notification by email or SMS providing a delivery window. If you won’t be at home on the schedule delivery day, you can simply redirect your package to your nearest UPS Access Point where you can pick it up at your convenience within 5 business days.

All orders are processed automatically and we are unable to expedite or delay shipping times on request.

Are there any shipping restrictions?

The purchased Products will be delivered exclusively in the country site in which you place your order. Please be aware that in some countries the Products will not be delivered in some territories. Please check the Terms and Conditions of Sale of your country.
The purchased Products shall be delivered by a courier service selected by SDSA (“Courier”). Products shall be delivered to the address indicated by you in the order form. SDSA is not responsible for any delivery problems arising from incomplete or incorrect address details supplied by you. Please note that SDSA will not deliver to PO Boxes, address of freight forwarders, or hotels.

Can I ship my order to a location different from the country site in which I completed my order?

The delivery address of your order must match the country site in which you place your order. Orders made from a different country site than the delivery address will be automatically cancelled. Please select the correct country site for your order from the link in the footer of every page.

Can my shipping address be different from my billing address?

The billing address may be different from the shipping address but both address have to be in the same country. Moreover, the billing address should be in the same country where you place your order.

Can I choose a delivery date/hour?

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

When will my order be shipped?

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. If you want to know the lead-time specific for your country, please visit the the Shipping and Return Page .

Is a signature required upon delivery?

Yes, upon delivery of the Products by the Courier, you (or the person designated by you) are required to sign the delivery note and to provide an ID document.

Can I change the shipping address after my order has been confirmed?

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

Returns and exchanges

Can I modify my order?

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 .

The product gifted to me by someone else is in the wrong size, can I change it?

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

After I received my order, the price of the product changed. Can I be refunded?

We reserve the right to change the Products prices at any time and without notice, but such changes will not apply to Products for which you have received an Order Acceptance. Moreover, your order constitutes a binding offer to purchase from us the selected Products, under these General Terms, without prejudice to your right of withdrawal under Article 8 hereto. By placing an order, you agree to pay the price of the ordered Products.

My return has been lost/damaged - What should I do?

We apologise for this inconvenience. We invite you to contact our Customer Service at this link

What is Pomellato return Policy?

You must return the purchased products within fourteen (14) days from the delivery date for receiving a refund of the purchase price. Only the purchase shipped to Japan, Mexico, US and Korea can be returned within thirty (30) days.
The Products shall be returned in their original condition, unaltered, unused, undamaged, in their original packaging and with original tags and labels attached along with all accessories and related documents (e.g., instructions booklet, Product certificates, etc.) if any, and undamaged box.

If you decide to return your order, please follow the below instructions in order to complete the return process with no additional fees and to receive a full refund.

1. Complete the return form that you will find in your order's original package, check the product/s, the quantity and the reason why you would like to return the selected items.
2. Insert the return form together with the product/s you want to return in the original package or in a box with similar dimensions. Please apply the pre-paid currier return label on the box and secure the package for mailing. Please place the label in such a way that it is perfectly visible on the box so that the return address and the barcode are not hidden in any way.
3. Drop off the package at the nearest UPS Access point or contact UPS to schedule a pick-up.
   Your nearest UPS Access Point can be located here: https://www.ups.com/dropoff/
   To schedule UPS pick-up: Call (1-800-PICK-UPS) or visit https://wwwapps.ups.com/pickup/schedule

You will be notified by email when the package arrives in our warehouse. We will verify if the package meets return conditions and requirements as well as conduct Product quality check. Only after the product is deemed acceptable/compliant to our conditions and requirements, we will proceed with a full refund. You will receive a Credit Note notification email once the refund is processed.

For United States, United Kingdom, Switzerland, Mexico, Japan, San Marino and Holy See only: Securely attach 2 copies of the commercial invoice to your package. Take the third one with you to the access point or to give to the driver in case of pick up

If you have lost the label, please contact our Customer Service through this link .

How long does it take to receive my refund?

The return will be processed within 14 days after we receive the product you returned and after the product quality check process. The timing of the refund could vary according to your Banking/Credit Card institution.

I lost my return label. how can i get a new one?

Please click here to contact our Customer Service and advise us of your details.

Are the shipping costs refundable?

When you return ore or more item, after the quality control you'll be refunded for the entire cost of the returned products, shipping fee included.

How can I get a VAT refund?

SDSA offers the possibility to receive a VAT refund for customers living outside the European Union, provided that the order amount exceeds the amount of 125€.

Please note that the purchase must be for personal use only - not commercial - and the goods must leave the EU in your personal luggage, no more than 3 months after the purchase.

In order to obtain a refund, upon leaving the EU, you must provide to the Customs Officer, a proof of residency outside of EU (passport, ID Card), the purchased goods and the related invoice.

If all the requirements are met, the Customs Officer will apply a stamp on your invoice certifying that the product will be exported from the European Union.

The refund request together with the stamped invoice must be sent by mail to the following address:

Attn: Pomellato/Pomellato Business Manager
Rue du Trilogiport no. 6
4681 Hermalle-Sous-Argenteau, Belgium

As soon as we have verified the data and the documentation provided, we will start the VAT refund procedure on the payment method used for making the order.

Boutiques

How could I check availability of my favourite Pomellato jewel in one of the boutiques?

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.

Can I change a product bought on Pomellato.com in one of the Pomellato boutiques?

We are sorry, but once an order has been confirmed, it cannot be changed or exchanged, neither online nor in one of our boutiques.

Do Pomellato boutiques usually organize special events?

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.

How can I get in touch with one of the Pomellato boutiques?

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)

Where is the closest Pomellato boutique?

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)

Pomellato Jewels

How are pomellato jewels made?

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.
Pomellato Argento jewels are made using natural untreated silver, and the silver alloy used has a 925/1000 title.

What are hard stones?

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.

Why has the burnishing of my jewel changed?

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.

What can I do if the article I would like to buy is not available online on pomellato.com?

In the product page of the jewel you are looking for and that it's momentarily unavailable, you can activate the notification mail which will advise you when there will be stock of that item again. You simply have to select the 'Notify me' option and insert your e-mail.

How do I find the right size for me?

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.

How do I know if the Pomellato jewel I have is authentic?

We guarantee the authenticity of all Products purchased on our Website.

How is Pomellato currently committed to sustainability and responsible shopping?

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.

Pomellato gold

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.

Pomellato diamonds

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.

Product Care

How I can take care of my Pomellato jewel?

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.

How can I have assistance for my Pomellato Jewels?

The best thing to do is to go to the store where the jewel was purchased. 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 .

How should i take care of my silver jewels?

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.

MY JEWEL HAS COME INTO CONTACT WITH MERCURY. WHAT CAN I DO?

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.

Why has my white gold ring turned yellow?

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.

Why has my sandblasted jewel turned shiny?

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.

Do fabric cords and bracelets require any sort of special care?

For fabric cords and bracelets it is advisable to ensure as little contact as possible with water, spa water, soap, cosmetics, perfumes, detergents, chlorine and other similar substances which might fade their colour or cause a deterioration of the fabric to the overall detriment of the object itself. It is also advisable not to put fabric components to excessive strain which may cause them to break, by stretching them or attaching additional charms for which they are not intended.

Guarantee and repair / aftersale assistance

What is Pomellato's warranty policy?

Please refer to the Article 9 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.

Who can I contact for assistance? What are the Customer Service opening hours?

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.

How Can I receive aftersales assistance?

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.

Can my defective product under guarantee be replaced?

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 .

I received a defective product. What can I do?

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

My jewel is broken and it is not under guarantee anymore. What can I do?

Pomellato Jewels that are under warranty can be changed only in the case they show manufacturing defects detected and ascertained by our Quality Control team within 24 months from the product purchase. In order to receive assistance we invite you to visit the Pomellato boutique where you made the purchase or, alternatively, in any official Pomellato boutique. You can also receive assistance by filling the the Contact Form .

My jewel is broken and I lost the recepit. What can I do?

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 .

I received my jewel but it is broken/damaged. What can I do?

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

Can my jewel be repaired?

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 guarantee in all the authorized Pomellato boutiques with some limited exceptions. You can also receive assistance by filling the Contact Form .

What should I do if I lost my jewels or if it has been stolen?

The risk of loss of, damage to, and destruction of, the Products shall pass to you when you (or a person designated by you and other than the carrier) take physical possession of the Products at the delivery address given by you or upon the collection of such Products by you or such person designated by you from your Selected Store.

Is it possible to make my ring size smaller or bigger?

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

Profile

What are the benefits of registering on Pomellato.it?

Create a profile for access to exclusive areas and services dedicated to our customers:

• Receive our exclusive newsletter
• Save your favourite items
• Shop faster
• Check your orders

When you register, Pomellato recognizes the country in which you are located. Your profile will be active on all the countries' version of the site.

How can i unsubscribe from your newsletter?

If you do not wish to receive our Newsletter anymore, you can unsubscribe at any moment by clicking on the Unsubscribe link at the bottom of every Newsletter. This will open a webpage where you can confirm that you want to unsubscribe. Alternatively you can receive assistance by filling the Contact Form .

I cannot log into my profile. what should i do?

If you forgot your password, click the “Forgot your password?” link on the Login page and follow the procedure to change it.
For further assistance, you can contact us by filling the the Contact Form

Why should I register to Pomellato newsletter?

Subscribe to our Newsletter and you can:

• Receive our exclusive newsletter
• Save your favorite items
• Shop faster
• Check your orders