1. Order Processing Time

• All orders are processed within 1–2 business days (Monday–Friday, excluding Italian national holidays and EU bank holidays) after payment confirmation and order verification.
• Delicate Jewellery Packaging: All handcrafted jewellery pieces are packaged in protective, branded pouches/boxes with anti-tarnish lining (for metal pieces) and bubble wrap—custom hand-packaging to prevent damage during transit, included in standard processing time.
• Weekend/holiday orders are processed on the next business day. Processing time is separate from shipping transit time—delivery estimates start only after your order is shipped and a tracking number is provided.
• Pre-order items: Processing time is stated on the product page (typically 5–10 business days for handcrafted pieces); we will notify you of the estimated shipping date via email.

2. Shipping Methods & Delivery Estimates

3. Shipping Costs & Fees

• Shipping costs are calculated automatically at checkout and are based on your shipping zone, order weight and jewellery value—no hidden fees.
• Free Shipping Promotions:
  • Italy: Free Poste Italiane Express shipping for all orders with a subtotal of €50 or more.
  • EU: Free DHL Parcel EU shipping for all orders with a subtotal of €100 or more.
   
• No Hidden Packaging Fees: All custom protective/anti-tarnish packaging costs for our delicate jewellery are included in the shipping rate—we do not charge additional handling fees.
• International Customs Fees: For non-EU international orders, the customer is solely responsible for all local customs duties, import taxes and brokerage fees—these fees are not included in our shipping costs and are collected by your local courier/customs office upon delivery (compliant with EU/Italian export laws). We cannot estimate or pay these fees on your behalf.
• All shipping costs, fees and surcharges are non-refundable, unless the order is canceled by us (e.g., product unavailability) or the item is defective/incorrect due to our direct error.

4. Shipping Address Accuracy

• Delays, lost shipments, misdeliveries or returned packages caused by incorrect/incomplete address information—especially critical for international orders.
• Additional fees charged by the carrier/courier for address correction, redelivery or rerouting of packages.
• Lost or stolen packages due to “leave at door” instructions (we recommend signature confirmation for high-value jewellery orders).

5. Order Tracking & Notifications

• A shipping confirmation email (containing a unique tracking number and direct carrier/courier link) is sent to the email address you provided at checkout as soon as your order is shipped.
• The email also includes care instructions for your handcrafted jewellery (e.g., anti-tarnish tips for metal pieces) and packaging details.
• Tracking information may take 24–48 hours to update on the carrier/courier’s website (due to processing and scanning delays, especially for international shipments).
• If you do not receive a shipping confirmation within 3 business days of placing your order (or the estimated pre-order ship date), please check your spam/junk email folder first (shipping emails are often filtered), then contact our customer service team for assistance.

6. Risk of Loss & Title Transfer

7. Lost, Stolen or Damaged Shipments

7.1 Damaged Jewellery (In Transit)

• Your full order number.
• Clear, high-resolution photos of the damaged jewellery, original branded packaging (inside and out), and the shipping label/courier documentation.
• A brief description of the damage (e.g., “Zuri Gold Huggie Hoop bent in transit”).

7.2 Lost/Stolen Shipments

• Marked as Delivered but Not Received: If the carrier/courier marks your order as “delivered” but you have not received it, we are not liable for stolen shipments—you must file a theft report with your local police department and contact the carrier/courier for a delivery investigation (we will provide carrier contact information, packaging proof and full claim support for your jewellery order).
• In Transit for Excessive Time: If your order is marked as “in transit” for more than 10 business days beyond the estimated delivery date (and is not marked as delivered), please contact us immediately—we will assist you in filing a lost shipment claim with the carrier/courier. If the carrier/courier approves the claim, we will offer a full refund or free replacement (if available) at your sole discretion.

8. Order Cancellations & Changes

• We accept order cancellations and changes (e.g., product additions, address corrections) only if the order is unprocessed/unshipped. To cancel/change an order, email us at service@vxubl.com with the subject line: Cancellation/Change Request – [Your Order Number] and include the requested changes.
• Once packaging for a jewellery piece has begun, the order cannot be canceled—this is to avoid waste of custom branded/anti-tarnish packaging materials and ensure we can fulfill other orders for limited-edition handcrafted pieces.
• Once an order has been shipped, we cannot cancel, change or reroute it—you must follow our Return & Refund Policy for returns/exchanges (if the product is eligible for return).
• Canceled unprocessed orders will receive a full refund (including product price, tax, shipping fees and any other charges) within 3–5 business days of cancellation confirmation.

9. Shipping Restrictions

• We ship to all valid physical addresses worldwide (no PO Boxes, APO/FPO addresses—carrier/courier restriction for jewellery).
• High-value jewellery orders (≥€200) require signature confirmation at delivery (for all shipping zones)—the carrier/courier will not leave the package without a physical signature to prevent theft.
• All international jewellery shipments comply with EU export laws and include a commercial invoice (customs documentation) with the correct product description and value—this is required for customs clearance in your country.

10. Contact Us

• Email: service@vxubl.com (response within 24 business hours—urgent for jewellery damage claims)
• Mailing Address: Franco Cumini, Via Fiore Dei Liberi 33040 Premariacco UD, Italy