Returns
We hope you are delighted with your MARCO DAL MASO purchase. However, should you wish to return an item, you may do so within 7 days of delivery, choosing from one of the following options:
- Exchange for another item available through our website
- Receive a refund for the product value.
- Receive store credit equal to the product value for a future purchase
To qualify, returned items must be in unworn, original condition, accompanied by your proof of purchase and all original packaging, including presentation boxes, certificates, and tags. Items returned without complete packaging may not be eligible for a refund or exchange.
Please note:
Duties, taxes, and shipping fees are non-refundable once an order has shipped, as these are remitted directly to the appropriate customs or courier partners.
To request a return, please visit our Returns Portal and follow the steps to submit your return request directly through your account.
- You’ll be asked to select the item(s), reason for return, and whether you’d prefer a refund, exchange, or store credit.
- Once your return is approved, you will receive an email with shipping instructions. Depending on your location, you may be asked to return the item to one of our designated facilities.
- If you are returning from outside the EU, your parcel must be clearly marked as “Returned Merchandise” on all customs forms.
- After we receive and inspect the item, we will confirm your eligibility for a refund or exchange by email.
Please note: Shipping charges and import duties are non-refundable.
Return destinations will vary depending on your location. You will be given the correct return address after your return request is approved.
If returning internationally, please ensure that "Returned Merchandise" is clearly stated on customs forms.
We are unable to offer exchanges or refunds on any personalised or engraved items unless faulty.
Original shipping charges and duties are also non-refundable on such returns.
All refunds will be processed to your original payment method unless store credit is requested.
Please allow 2 - 3 weeks from the time your return is received and inspected for your refund to be processed.If duties were paid at checkout, these are not refundable unless the order has not yet shipped.
- Items must be unaltered, unworn, and in a saleable condition
- Original packaging and tags must be intact
- Personalised or engraved items cannot be returned or exchanged unless defective
- Items returned from outside the EU must be correctly declared as "Returned Merchandise" to avoid customs issues
Returns must be requested within 7 days of delivery. Unfortunately, we are unable to accept returns beyond this period, except in cases where the item is found to be faulty.
Please note: Duties, taxes, and shipping fees are non-refundable, as these are processed directly with customs and shipping partners at the time of dispatch.
All sale purchases — including those made with promotional discounts — are considered final sale and are not eligible for refunds.
However, we are pleased to offer a one-time exchange for size or store credit within 30 days of delivery, provided the item is unworn, in pristine condition, and returned with all original packaging and tags intact.
Please note that we are only able to accommodate one size exchange per item per order.
Product Guarantee
We stand behind the quality of our jewellery. Should a manufacturing fault arise within two years of purchase, we will gladly offer a repair or replacement, subject to inspection and availability. Please return the item with your proof of purchase so our team can assist you accordingly.
This warranty does not affect your statutory rights.
Should your piece fall short of our exacting standards within this period, we will endeavour to repair or replace it as appropriate.
Our team will assess the request and advise on the next steps. Where possible, we will carry out a repair. If a repair is not feasible, we will offer a replacement to ensure the integrity of your piece is maintained.
Shipping
All orders are shipped from Italy, where each MARCO DAL MASO piece is meticulously crafted.
- Ready to Ship items dispatch within 1–2 working days and typically arrive within 3–5 business days, depending on your location.
- Made to Order items are shipped within 8–9 working days from the date of purchase.
Please note that select styles or special releases may require slightly longer production times. In such cases, you will be notified at checkout or via email.
You will receive a tracking number as soon as your order has been dispatched. Delivery times may vary slightly based on your destination and customs processing.
Should any delays arise, our customer care team will notify you promptly. For any shipping-related questions, please contact us at ciao@marcodalmaso.com — we are here to assist.
All orders are shipped from our Italian atelier via trusted express couriers. For international orders, we use DHL Express to ensure swift and secure delivery.
A signature will be required upon delivery. Please note, we are unable to ship to PO Boxes, APO/BFPO, or hotel addresses.
For international destinations, duties and taxes are covered, allowing your order to arrive without delays or additional fees.
To receive your order in time for Christmas, please place your order by:
- 18 December for delivery within the European Union
- 15 December (by midday CET) for international deliveries, including the United States.
All orders are shipped from MARCO DAL MASO’s atelier in Italy and require a signature upon delivery. Please note we are unable to ship to PO Boxes or hotels.
While we can’t guarantee delivery on an exact date, we’re happy to try and accommodate urgent requests where possible. Please email us at ciao@marcodalmaso.com with your preferred timing.
We take great care in packaging each order. However, once your shipment has been handed over to the courier, responsibility for its safe delivery transitions to the carrier and the recipient.
Should you notice any issues:
- Make a clear note on the courier’s delivery slip.
- Contact our customer care team immediately at ciao@marcodalmaso.com, including your order number and photos of the damaged item and packaging.
We will do our utmost to resolve the issue promptly and ensure your satisfaction.
Look for the green dot or the label “Ready to Ship” next to the size or style. These items are in stock and typically ship within 1–2 working days.
No — all customs duties and taxes are already included in the price you see on our website.
We ship on a Delivered Duty Paid (DDP) basis, which means there are no surprise charges on delivery.
Your order will arrive fully customs-cleared, and we take care of all import fees directly with the courier on your behalf.
Gifting
Product Care
Each MARCO DAL MASO leather piece is crafted from premium Italian leather, a natural material that may feature subtle variations in colour or surface markings, adding to its unique character.
Clean gently with a soft, lint-free cloth to maintain its natural shine. Avoid exposing your jewellery to harsh chemicals, particularly chlorine, which can permanently damage or discolour gold.
For long-lasting elegance, store your pieces individually and remove them before swimming or applying perfumes and lotions.
Many gemstones are also susceptible to damage by chemicals, water and even sunlight.
Avoid harsh chemicals and prolonged exposure to humidity, and store each piece individually to prevent tarnishing or scratching.
Clean gently using a soft, dry microfiber or cotton cloth. Avoid chemical cleaners, as these can strip the delicate gold layer.
Over time, the gold finish may naturally soften or tarnish. This is part of the character of vermeil and adds a sense of individuality to each MARCO DAL MASO piece. Store separately in a soft pouch or lined box to help maintain its brilliance.
Account Information
Secure Shopping
At MARCO DAL MASO, your privacy and data security are of the utmost importance. All personal information is handled in accordance with strict data protection regulations and is never shared without your consent. Our website is fully PCI DSS compliant, ensuring that your details are encrypted and securely stored throughout every transaction.