Shipping policy
SHIPPING POLICY
- Delivery area
We currently deliver exclusively to shipping addresses within Germany.
Orders placed with a delivery address outside Germany cannot currently be processed through the online shop. Business and international inquiries may be submitted separately to contact@roccopagliara.com.
- Shipping costs
We offer complimentary shipping on all online orders delivered within Germany.
Any applicable shipping costs for individually negotiated business orders, special deliveries or other arrangements will be communicated and agreed before the order is confirmed.
- Production and delivery times
Unless otherwise stated on the relevant product page, our jewelry is individually made to order.
Production generally takes approximately 2 to 4 weeks from conclusion of the contract.
Where advance payment has been agreed, the production period begins when the payment has been received.
Once production has been completed, delivery within Germany generally takes approximately 1 to 3 business days.
The production and delivery periods may differ for individually designed or bespoke commissions. Any different estimated production period will be stated in the individual offer or order confirmation.
For orders containing multiple pieces, the delivery time generally depends on the item with the longest production time unless a partial delivery has been agreed or is made at no additional cost.
If a material delay occurs, we will inform you without undue delay. Your statutory rights in the event of delayed delivery remain unaffected.
- Shipping method and tracking
Orders are shipped using a tracked delivery method selected according to the nature and value of the goods.
After your order has been dispatched, you will receive a shipping confirmation containing the available tracking information.
Due to the value of the goods, delivery may require personal acceptance, proof of identity or a signature.
Please ensure that the delivery address is accurate and that the parcel can be received safely.
- Shipping address
Please check that your shipping address is complete and correct before placing your order.
If you notice an error after placing the order, please contact us as soon as possible at contact@roccopagliara.com.
Address changes are possible only before dispatch and cannot be guaranteed once the order has entered the shipping process.
Additional shipping costs actually incurred because of an incorrect or incomplete address provided by the customer may be charged where legally permissible.
- Transfer of risk
For consumers, the risk of accidental loss of or damage to the goods during shipping remains with us until the goods have been received by you or by a third party designated by you other than the carrier.
The statutory exception applies if you independently commission a carrier that was not offered by us.
- Damaged shipments
If your parcel arrives visibly damaged, please retain the packaging and contact us promptly at contact@roccopagliara.com.
If possible, please provide photographs of the outer packaging, shipping label, inner packaging and jewelry. This information may help us clarify the matter with the shipping provider.
Failure to report visible damage immediately does not remove or restrict your mandatory statutory rights.
- Lost or undelivered shipments
If a shipment is not delivered or is believed to have been lost, please contact us at contact@roccopagliara.com.
We will handle the investigation with the shipping provider. Your statutory rights remain unaffected.
- Separate shipments
Where appropriate for efficient processing, orders containing multiple items may be delivered in separate shipments.
You will not incur additional shipping costs as a result unless a different arrangement has been individually agreed with you in advance.
- Complimentary returns
For eligible consumer withdrawals and returns, we will bear the direct cost of returning the goods as described in our Right of Withdrawal, Returns and Refunds Policy.
After receiving an eligible return request, we will provide or arrange an appropriate insured and trackable return method.
Due to the value of the jewelry, please do not independently dispatch a return using a standard parcel service before receiving our return instructions.
- Contact and return address
Rocco Pagliara UG (haftungsbeschränkt)
Skalitzer Straße 18
10999 Berlin
Germany
Company and return address
Email: contact@roccopagliara.com
Phone: +49 176 81398685