FAQ
NANIS JEWELS
What are the raw materials used by Nanis?
Nanis jewels are in 18kt gold, natural diamonds (Cut: Round - Color: G - Clarity VS) and natural stones.
Where do the raw materials used for Nanis jewels come from?
The 18 Kt gold (750/1000) used by Nanis comes from RJC (Responsible Jewelry Council) certified sources. Diamonds come from sources adhering to the KIMBERLY PROCESS, while natural stones come from conflict-free sources.
Is silver jewelry also available?
No, all Nanis jewels are in 18k gold.
How do I find the right size for me?
You can consult our size guide by clicking here.
How can I know if the Nanis jewel I own is authentic?
We guarantee the authenticity of all products purchased on our website and from our authorized dealers.
The authenticity of our jewels is also guaranteed by the trademarks present on our creations, specifically: the title trademark (750), the company trademark (2747VI), the brand trademark (NANIS) and the trademark relating to the country of realization (ITALY).
Where is the nearest Nanis dealer located?
Head to our Store Locator (link) to find the closest store and all related information.
ORDERS
I can't access my profile, what should I do?
If you have forgotten your password, click on the "Forgot your password?" link on the Login page and follow the steps to change it. For further assistance, you can write to customerservice@nanis.it.
How can I find the jewels I am interested in?
To find the jewels on the nanis.it website, just click on "Jewels" or "Collections" on the top menu. To find more specific products, you can also use the search option available on the website.
Once I have chosen the jewel, how can I order?
To make your purchases on nanis.it, just click on the "Add to cart" button on the desired jewels pages. After that, click on the Shopping Bag icon at the top right and check that the jewels you have chosen are in. At this point, click on "Check out now" to view the order summary. Then, press the "Proceed" button, enter the required information (personal data and shipping address) and choose the desired payment method. Finally click on "Purchase".
How can I remove an item added by mistake in my shopping cart?
If there are undesired items, you can delete them from the cart simply by clicking on the "x" icon that you will find next to each jewel, on the CHECK OUT page.
I don't see the prices of the jewels on the site. How do I know the price?
In these cases, get in touch with our customer service calling the +39 0445 490444 or write an e-mail to customerservice@nanis.it.
Is it safe to order on nanis.it?
Placing orders on our site is absolutely safe. Nanis cares about the privacy of its customers and personal data are always processed in compliance with the Privacy Policy and in accordance with the General Data Protection Regulation (GDPR) of the European Union.
Where is my order?
By entering your customer area, you will be able to monitor the progress of your order, shipment and check the archive of placed orders.
Can I delete my order?
Unfortunately not. Once confirmed, each order is processed automatically and cannot be deleted. The package can be returned as per our Return Policy.
Can I change my order?
Unfortunately not. Once confirmed, each order is processed automatically and cannot be changed. For specific needs, do not hesitate to contact customer service calling the +39 0445 490444 or write an e-mail to customerservice@nanis.it.
Which payment methods are accepted on the Nanis website?
On Nanis website it is possible to pay by credit card, PayPal or by bank transfer.
Why can't I complete my order?
Make sure you have provided all the information related to the payment method chosen. If you have chosen to pay with your credit card, we suggest you to contact your bank.
Is it possible to use multiple payment methods for a single order?
We currently accept only one form of payment per order.
Is VAT included in the final price of Nanis products?
Product prices indicated on the website include any amounts relating to VAT, customs duties, sales taxes or other taxes.
SHIPMENTS
Can I choose a delivery date/time?
Unfortunately it is not possible to choose a specific date and time.
Can I ship my order to a country other than the country where I completed the order?
In these cases, before placing your order, get in touch with our customer service calling the +39 0445 490444 or write an email to customerservice@nanis.it.
Can my shipping address be different from my billing address?
The billing address can be different from the shipping address but both addresses must be in the same country. If they are not, before finalizing your order, get in touch with our customer service calling the +39 0445 490444 or write an email to customerservice@nanis.it.
When will my order be shipped?
You will receive a confirmation e-mail as soon as the order is shipped.
How can I track my shipment?
You can check the status of your shipment from the courier's website, thanks to the references that will be sent to you via e-mail. Remember to always indicate a telephone number so that the courier can contact you at the time of delivery. After two attempts, the package will remain in storage and can be collected at the courier's warehouses.
Is a signature required when my order is delivered?
Yes, upon delivery of the products by the courier, the customer (or the person designated by the customer) must sign the delivery note and provide an identity document.
Can I change the shipping address after my order has been confirmed?
In these cases, contact customer service immediately calling the +39 0445 490444 or write an e-mail to customerservice@nanis.it.
What are the shipping costs for my order?
The shipping of our jewels is free.
Which courier does Nanis use?
For its shipments, Nanis uses an express courier.
What are the shipping times?
Shipping times for our jewels can vary from 5 to 20 working days from receipt of payment of the order. If you buy with a credit card, calculate an additional business day, which is useful for administrative checks. If you pay by bank transfer, the shipping times will be calculated starting from the confirmation of payment.
I have received a damaged package, what should I do?
We put great care in packing the jewelry you have purchased. If at the time of delivery the outside of the package appears damaged, add the following text on the delivery note before signing it: "I accept the package subject to inspection because it is damaged." In this way you will accept the parcel with reserve. If you have received a damaged package, please report it immediately to our customer service address customerservice@nanis.it. If the courier refuses to place your note, reject the package and write to customer service, always at customerservice@nanis.it.
RETURNS AND EXCHANGES
Can I change my order?
We're sorry. Once an order has been confirmed or delivered, it cannot be changed. However, you can make use of the right of return.
How does the Nanis' Return Policy work?
If the jewel received does not correspond to your expectations, you have 14 days from the receipt of the order (pursuant to art.52 of Legislative Decree 6 September 2005, n.206, as amended by Legislative Decree 21 February 2014, n. 21 - the "Consumer Code"), to change it or make a return. We will collect your jewel for free, on a day suitable for you. Important: modified or customized creations (including customization requested by the customer) cannot be returned. If you wish to proceed with the return, please send an e-mail to customerservice@nanis.it. You will be contacted as soon as possible and will be provided with all the information needed to return the package.
How long do I have to wait to be refunded?
We will refund all amounts paid by the customer within fourteen (14) days from the date of receipt of the return. The timing of receiving the refund may vary depending on your bank.
How should I pack the jewel before delivering it to the courier?
Please return all items, including the warranty certificate and the box containing the jewel. This is in fact part of the product and should remain intact by putting it, at the time of return, in an outer packaging. Make sure you seal the package carefully.
The product that someone else gave me is the wrong size. Can I change it?
In these cases, please contact customer service calling the +39 0445 490444 or write an email to customerservice@nanis.it.
WARRANTY AND ASSISTANCE
How does the Nanis Warranty Policy work?
NANIS jewels, all in 750 (18 kt) gold, are guaranteed for 24 months against manufacturing defects verified by our customer service, and in those cases the repair or replacement of the jewel will be free of charge. Only the creations purchased from an authorized Nanis retailer or on www.nanis.it will be eligible for this coverage. Damages caused by accidental events, improper use, natural alterations of the product caused by wear and modifications resulting from normal use of the jewel are excluded from the guarantee. Furthermore, the guarantee will no longer be valid if the jewel has been modified by unauthorized laboratories; in such cases Nanis reserves the right not to carry out the required repairs.
Can I replace the defective product I purchased if it is still under warranty?
Should you find manufacturing defects on your Nanis jewel, contact our Customer Service immediately by writing to customerservice@nanis.it or by calling the +39 0445-490444.
My jewel is broken and is no longer under warranty. What can I do?
Nanis jewels under warranty can be replaced only if they show manufacturing defects detected and verified by our Quality Control team within 24 months from the date of purchase of the product. To request assistance, please contact the jewelry store where you made the purchase or, alternatively, our customer service by writing to customerservice@nanis.it or by calling the +39 0445-490444.
Is it possible to repair my jewel?
Nanis offers a wide range of after-sales support services with some limitations. We invite you to contact our customer service by writing to customerservice@nanis.it or by calling the +39 0445-490444.
Is it possible to have my ring tightened or widened?
Any intervention on a ring is very delicate and risks compromising the integrity as well as the aesthetics of the jewel. In order to properly evaluate and estimate the intervention, write to our Customer Service customerservice@nanis.it or contact us via the +39 0445-490444.
Where can I find assistance?
In the event of any doubt or problem, contact the store where the purchase was made. For any information, do not hesitate to contact our Customer Service by writing to customerservice@nanis.it or by calling 0445-490444.