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FAQs

ORDERS

Why haven’t I received an email confirmation?

An automated email confirmation is sent to your email address once your order has been placed and should be received within 30 minutes of placing your order.

If you do not receive this email it may have been caught in your SPAM filter, if you are able to please check your SPAM filter. Alternatively your email address might have been mis-typed, you can check this in your Edit Account Information of your Marco Dal Maso Account, if you have set one up.

If a confirmation email has not been received within 24 hours please call our Customer Services on +39 0444 340 888 or email customerservices@marcodalmaso.com. 

How can I cancel my order?

You can cancel your order up until Customer Services has processed your order.

For further enquiries with regard to this please email Customer Services on customerservices@marcodalmaso.com.

Regrettably, if your order required personalisation and has already been processed we are unable to cancel the order.

ACCOUNT INFORMATION

How do I view my Order History?

To view your Order History you must create an account on this website before or during the placing of your order. Once the account is logged in, visit the 'Account' section for order history details.

If you have not created an account with us, you can do so here.

I have forgotten my password to ‘My Account’?

If you have forgotten your password, please click here.

Alternatively click on the 'Forgotten Password' button on the log in screen within 'My Account', and we will send you an email link for resetting the new password.

If you are having problems logging on then please contact Customer Services on customerservices@marcodalmaso.com.

Why should I register for an account with Marco Dal Maso?

When you register for an account you will be able to:
Track the progress of your orders
View your order history
Register for Marco Dal Maso Newsletters to hear about store news, new products, special offers and other promotional announcements.

How can I unsubscribe from your newsletter

Please log in to your account where you will be able to adjust your preferences.

DELIVERY

When will my order be delivered?

Orders are typically delivered within 5 working days.

I missed the courier for my delivery, how do I reschedule?

The courier should have left a delivery slip with a tracking number on it. Please telephone the number on the slip, quoting your tracking number to reschedule your delivery.

If you have any further issues, please contact Customer Services customerservices@marcodalmaso.com.

How can I track my parcel?

You can view your order status online and obtain the information to track your delivery. You can do this anytime by logging in to your account.

Currently, your order will show as three possible statuses; In Processing, Dispatched or Cancelled. However, we can provide additional information at anytime by telephone or email.

Can my order be delivered today?

Unfortunately we cannot do same day delivery, if it is urgent please contact Customer Services via email info@marcodalmaso.com.

How will you ship my order?

For orders under £25,000 we use various different courier services. 

We use various different courier services to deliver the majority of our customer parcels. 

All parcels dispatched within the European Union will be delivered Monday to Friday 9.00am-5.30pm and will require a signature upon delivery. This however will not apply to Bank Holidays. Please kindly ensure that there will be someone to sign for the parcel at the delivery address. In the event no one is available to sign, the courier will leave a card for you to contact them and arrange a date for redelivery.

Any changes of address will need to be made directly with us.

Delivery to APO/BFPO and PO BOX addresses is not currently available.

Christmas Delivery Times

For delivery within the European Union, please order before midnight on Monday 19th December. 

For international delivery, including the United States, please order before midday on Monday 19th December. 

All deliveries are dispatched from Marco Dal Maso Head Offices in Italy.

Deliveries made by courier require a signature on delivery.  For this reason, it is not possible to deliver to a PO Box address or a hotel.  

How much does delivery cost?

Delivery within the European Union 

GOODS VALUE DELIVERY CHARGE
Up to €999.99 Complimentary
€1000 and above Complimentary

Delivery to the United States

GOODS VALUE DELIVERY CHARGE
Up to €999.99 €30
€1000 and above Complimentary

Delivery to All Other Destinations

GOODS VALUE DELIVERY CHARGE
Up to €999.99 €50
€1000 and above Complimentary

Orders are posted via courier and may require a signature on delivery.

For orders placed in USD (United States Dollars)

Delivery to the United States

GOODS VALUE DELIVERY CHARGE
Up to $1499.99 $30
$1500 and above Complimentary

 

Delivery within the European Union (except The UK)

GOODS VALUE DELIVERY CHARGE
Up to $1499.99 Complimentary 
$1500 and above Complimentary

Delivery to All Other Destinations

GOODS VALUE DELIVERY CHARGE
Up to $1499.99 $50
$1500 and above Complimentary

Orders are posted via courier and may require a signature on delivery.

Can I specify a delivery date?

Unfortunately, we cannot deliver on a specific day.

If your delivery is urgent please contact Customer Services via email on info@marcodalmaso.com

Will I have to pay any Import Duty if I am purchasing from abroad?

Customs or handling charges that may be charged in the destination country are beyond our control and we are unable to accept any responsibility for these, these will be required to be settled on receipt of the goods. 

RETURNS

Can I return my product if it has been Personalised?

We are unable to offer an exchange or refund on any items that have been personalised.

Additionally, we regret we are unable to refund shipping costs.

How should I return a product?

We can organise for the return of your item(s) through our courier service. Email customerservices@marcodalmaso.com.

GUARANTEE

Do I get a warranty with my purchase?

All Marco Dal Maso products are individually hand crafted by skilled Italian artisans and we use 18kt gold, 925 sterling silver and natural gemstones. Therefore the products may vary ever so slightly from the image featured. Every product guaranteed against defects in workmanship for one year from the date of purchase (this in no way affects your statutory rights). However, in the unlikely event that your Marco Dal Maso product does not match up to our exacting standards, we will try our hardest to put matters right.


Should any manufacturing fault appear on your Marco Dal Maso product within twelve months of purchase, please return it to us with proof of purchase. Where possible we will try to repair it, or if it cannot be repaired, we will replace it for you.

If for any reason you are not satisfied with your order, we gladly accept returns on orders from web sales for a full refund within 14 days of receipt. Unworn merchandise is eligible for exchange or return for store credit up to 30 days from the delivery date.  
Refunds will be issued to the credit card or paypal account with which the order was processed.


For any damage resulting from normal "wear and tear", an accident, or damage please contact our Customer Service team on info@marcodalmaso.com who will be pleased to provide you with a quote for repair where possible. Please be aware that repairs may take up to twelve weeks.

SECURE SHOPPING

Is my information held securely?

Your privacy and security is very important to us and we aim to ensure that any personal information we obtain will always be held, used and transmitted in compliance with data protection rules. All Marco Dal Maso transactional websites are PCI DSS compliant. 

Is it safe to use my credit card on www.marcodalmaso.com?

Yes, shopping with Marco Dal Maso online is completely safe and secure. We use 256-bit SSL encryption technology to ensure that any information you transmit during the ordering process is secure. Our servers are secured to protect all personal information including credit card numbers, your address and any products that you may order. 

What payment methods can I use?

We accept Visa, Visa Debit, Mastercard, Maestro, American Express cards.

PRODUCT INFORMATION AND CARE

LEATHER CARE

How do I look after my leather product?

We recommend that you store leather away from direct sunlight to prevent the colour fading.

Leather is an organic, natural material so you may find the surface shows some minor variations in colour or even the occasional small natural markings.

What action should be taken if my leather product gets wet?

Take immediate action if the leather gets wet. Blot with a soft, absorbent cloth and it should be stuffed and left to dry naturally, in a cool dark place. Please be aware that force drying will damage the product as will over stretching.

JEWELLERY INFORMATION

SILVERWARE CARE

The silver has been protected with a special anti oxidant treatment. To mantain its natural beauty clean the jewellery gently with a soft cloth or lightely wash it with water and neutral soap. 

FINE JEWELLERY CARE

How do I care for my Fine Jewellery?

Care of Gemstones

Care should be taken with gemstones to ensure that they are not knocked or scratched when worn, and care should also be taken to ensure they don’t knock against one another when stored.

Many gemstones are also susceptible to damage by chemicals, water and even sunlight.

 

 

Care of Gold Jewellery

We recommend that you should wear gold of a similar quality/carat together to stop any wear from a harder lower carat gold rubbing against a softer higher carat gold causing abrasion to the surface.

Gold can be cleaned with a soft, lint free cloth.

Gold is a relatively delicate material and particularly susceptible to damage from harsh chemicals such as chlorine. Chlorine can permanently damage or discolour gold jewellery.

PRESS INFORMATION

Who do I contact regarding PR or press enquiries?

Please contact our Press office via email on press@marcodalmaso.com

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