Returns, exchanges
e refunds
Purchasing a piece of jewellery or a watch is an important gesture. We want you to do it with the peace of mind knowing that, if something goes wrong, we are here — with a clear procedure, without unnecessary bureaucracy.
and guided
inspected in lab
payment method
shortest possible time
Within 14 days of delivery, send us a written communication. You can do this via email at [email protected], by registered mail, by filling out the form included in the package or from your personal area on the site. Indicate full name, address, order number and reason for the return. Incomplete or incorrect information will delay processing: we ask you to fill in all fields carefully.
Every return — whether for exchange or refund — must be agreed with our Customer Service before shipping. We are available from Tuesday to Saturday, 9:00–12:30 and 15:30–19:30. Following authorisation, you will be assigned a unique authorisation code to affix to the package. We do not accept returns without an authorisation code: unauthorised packages are returned to the sender.
You have 14 days from the communication to return the product, intact, in the original packaging complete with all accessories and documents. A return always has a cost, because every shipment does: one journey is worth €6. If you paid for the outbound shipping, the return costs you €6 — the return journey only. If the outbound was on us, the return costs €12: it covers both journeys. Alternatively, you can use a courier of your choice, at your own expense and risk. Affix the received authorisation code to the package before shipping.
Upon receipt, the product is verified by our laboratory. Once the inspection is passed, we issue the refund with the same payment method used for the purchase. The inspection times for jewellery and watches are on average two weeks.
If the product arrives damaged, return costs are fully covered by our insurance policy. The customer returns the product and Cicala provides a replacement. It is necessary to report the damage within 7 days of delivery with photographic or video documentation.
The refund covers the price of the product and standard shipping costs. It is issued using the same method used for the purchase, within 14 days of receipt — subject to a positive outcome of the laboratory inspection. If the inspection does not allow for the return, the customer will have to arrange a new shipment for the collection of the product at their own expense.
Every shipping journey is worth €6. If you had paid for the outbound shipping, the return costs you €6: you only pay for the return journey. If the outbound was free, the return costs €12 and covers both journeys. Alternatively, you can use a courier of your choice, at your own expense and risk. In both cases, the authorisation code is mandatory.
The inspection
the workshop
Every returned product is examined by our internal laboratory before the refund is issued. It is not bureaucracy: it is a necessary protection for everyone, including you as a customer.
The luxury market is unfortunately subject to fraudulent substitutions: natural diamonds replaced with lab grown, original watch components removed, precious stones swapped with synthetics. Our laboratory exists to protect the integrity of each piece — and the trust of those who purchase it.
⏱ Inspection times: on average two weeks from receipt of the product. The refund is issued as soon as the inspection is concluded with a positive outcome. In case of anomalies found, the customer will be contacted before any decision.
Jewellery and watches with engravings, aesthetic modifications specified by the customer, customisations of any kind. These processes make the product unique and not resellable as new — withdrawal is not applicable by law (art. 59 Consumer Code).
Items not available in stock at the time of purchase, specially ordered from a supplier at the customer's request. In this case too, withdrawal is not applicable under art. 59 of the Consumer Code.
As a rule, resized rings are not returnable as they are modified products. If the process is technically reversible, Cicala evaluates on a case-by-case basis — but the costs necessary to restore the ring to its original condition are entirely borne by the customer.
Cicala reserves the right to refuse returns of products that are used, damaged, or altered from the original delivery state. Verification is carried out through photographic, video, and laboratory inspection. The customer is always informed before any decision.
The product must return exactly in the packaging with which it was delivered. For vintage products, the original packaging and historical documents have their own value: their absence or damage makes the return impossible, regardless of the condition of the piece.
Items for which return is excluded for hygienic or preservation reasons and whose seals have been removed after delivery. This category includes, for example, buckles and watch straps shipped in sealed packaging — the seal protects the material from oxidation and external agents. Once opened, the product cannot be returned. This exclusion applies under art. 59 of the Consumer Code.
Come funziona
the exchange
If you wish to replace a product with another — for size, model, or preference — it is possible to do so, with some important conditions to keep in mind.
Recipients of gifts purchased on Cicala are entitled to product replacement, but not to direct refunds — which are exclusively for the original purchaser. Instructions for the procedure are included in the package.
To initiate an exchange, contact our Customer Service at [email protected] or on WhatsApp at +39 010 6981030 indicating the order number and the desired product. We will guide you through each step.
Product returns
vintage
Vintage and collectible products follow the same general rules, but with some important specifics related to the nature of these pieces and the value their historical background brings with them.
For vintage jewellery and watches, the original set — box, certificates, tags, historical documents — is not a secondary accessory: it is an integral part of the piece's value. A 1960s Rolex with its box and papers is worth significantly more than the same watch without. Therefore, their integrity is a necessary condition for the return.
You have 14 calendar days from the delivery of the product to inform us of your intention to withdraw. The communication must be in writing: via email to [email protected], registered letter with return receipt, form included in the package, or from the personal area of the site. After the communication, you have another 14 days to return the product.
Each returned product is examined by our internal laboratory. For jewellery, we verify that the original stones have not been replaced with synthetic or lab-grown ones; for watches, we check the integrity of the internal components and movement. These checks require specialised equipment and time. It is not bureaucracy: it is the protection we provide to every customer who purchases from us. We always proceed as quickly as possible.
Yes, if it does not fall under the specified exclusions. The product must be returned in the exact same condition in which it was delivered: original packaging intact, historical documents, certificates, and original papers included and undamaged. The absence or damage of the original set — which for a vintage has its own value, not just decorative — makes the return impossible.
The recipient of a gift is entitled to exchange the product, but not to a direct refund. The refund can only be requested by the original purchaser, for accounting reasons related to any integrations or partial refunds. Instructions for the procedure are included in the received package. For assistance, write to [email protected] indicating the order number.
Normally no: resized rings are considered personalised products and are not subject to the right of withdrawal. If the alteration is technically reversible, Cicala can evaluate the case individually — but the costs necessary to restore the ring to its original condition are entirely borne by the customer, regardless of the outcome of the evaluation.
Report it to us within 7 days of delivery, attaching photographic or video documentation clearly showing the damage. All our shipments are insured for the full value of the contents: the return costs in this case are covered by our insurance policy, not at your expense. Once we receive the product, we will proceed with the replacement with a new one.
If after the laboratory check we decide not to accept the return, we will send you a detailed communication with the reasons. If the product has already been shipped and received by us, we will provide you with the information for collection at your expense. If the package has not yet arrived, we reserve the right to return it to the sender. In any case, you are always informed before any decision is made.
Yes, if the product does not fall under the exclusions. The refund is made on the amount actually paid. Products purchased during promotions are not subject to additional exclusions compared to the general withdrawal rules.
Yes. In Italy the maths is simple: every journey is worth €6, so the return costs €6 if you had paid for the outbound shipping, or €12 if it was on us. From abroad, however, the Punto Poste network does not exist: one of our staff prepares the waybill specifically for your country and confirms the cost by email before going ahead. Any duties or customs fees for the return from non-EU countries remain payable by the customer. The way it works is different, though: the Punto Poste network covers Italy, so for returns from abroad the waybill is not automatic. One of our staff prepares it specifically for your country and emails it to you with the instructions: write to us at [email protected] or on WhatsApp and we will take care of it.
The waybill is our job. As soon as we register your return request we email you the Poste Italiane waybill together with the authorisation code: you do not have to find a courier, nor pay anything at the counter.
1. Print the waybill and attach it to the parcel, closed and sealed as explained below.
2. Write the authorisation code clearly visible on the outside of the parcel.
3. Hand the parcel in at a Poste Italiane drop-off point. There are over 18,000 across Italy — tobacconists, newsagents, cafés, supermarkets and post offices — so there is almost always one near your home or workplace. No appointment is needed: go whenever suits you, during opening hours. Find the nearest one.
You do not have to wait for a courier at home or be there at a set time. When you hand the parcel over you are given a receipt: keep it until the refund has been issued.
The product must be packed with the same care with which you received it. Place the jewellery or watch in its original packaging (box, case, bag), add all accessories, certificates, and original documents, and then protect everything for transport. We recommend photographing the package before sending it, so you have proof of its condition at the time of shipment.
Important note: if the return form is not included in the received package, it means that the purchased product is not subject to the right of withdrawal. In these cases, the conditions for proceeding with a return or exchange do not exist. We kindly ask you not to contact Customer Service for return requests when these conditions do not apply: our team will still be able to respond to you, but will not be able to authorise the procedure.
