Shipping and Delivery
We've got you covered every step of the way when it comes to getting your order to you in quick time. Here's everything you need to know:
Shipping Costs: During checkout, you'll be able to view the delivery fees. Good news, though! Standard shipping is absolutely free if you're in Europe, the USA or the GCC region. For other destinations far from our service area, we charge a flat shipping fee of €48, even if the total cost of shipping exceeds that amount.
Delivery Times: We dispatch most orders within 2 days and strive to deliver your product as soon as possible. We can't always guarantee the exact delivery time due to factors beyond our control but you will receive a tracking number by email with information from the courier and an expected arrival date.
Questions About Late Delivery: If you haven't received your order past the expected delivery date, don't hesitate to reach out to our customer service team and someone will assist you right away.
Missed Delivery: The courier will contact you to set up delivery at a time that is convenient for you. If you experience issues with your scheduled delivery, please contact us for assistance.
In rare instances, after multiple tries, if you weren't there when your order arrived, or if you didn't pick it up at a designated point, it will make its way back to us. No worries, though. We've got options. We can either refund you, minus the delivery and a small processing fee of 20 EUR, or we can give shipping another shot (with the cost borne by you).
If you've got a valid reason for missing or refusing delivery, please let us know - we might be able to waive that processing fee.
Checking Your Delivery: When your order arrives, we urge you to give the package a thorough look-over. Make sure you've received the right number of items and that everything's in good shape. If something's amiss, get in touch with us within 7 days, and we'll sort you out with a replacement.
When Replacements Aren’t Possible: One thing to keep in mind - we can't promise to replace a product if it's been used improperly or altered. Be gentle with your Ferronato accessory!
Returns and Refunds
We understand that sometimes you might change your mind about your purchase. We’re happy to share that we've got a straightforward return policy for such instances:
Return Period: You have 14 calendar days from the delivery date to decide if you want to return an item. No questions asked.
Handle with Care: During those 14 days, we request you to treat the product and its packaging like you would in a physical store. Only unpack or use it as much as you need to understand the product's characteristics and functioning.
Original Condition: Returned products should be in their original condition and packaging. Please note that we'll determine if they meet our quality standards as per our pre-established guidelines.
Reduced Refunds: Please be mindful of your Ferronato accessory. Using the product excessively in a way that causes it to lose value can lead to a reduction in your refund.
Contact Us: If you'd like to proceed with your return, feel free to get in touch with our customer service team and they will be on hand to guide you through the process.
Return Address: Depending on your location, here's where you can send your return:
For Returns from Europe:
For Returns from America:
KGS DIAMOND INC
2781 The Boulevard
Columbia, SC 29209
For Returns from MENA and Asia:
THE FERRONATO KGS HOLDING LTD
Office C1203, Level 12, Burj Daman
DIFC (Dubai International Financial Center)
PO Box: 50542
Dubaï, United Arab Emirates
Return Shipment: When returning items, please note that if you reside within our serviced territories (USA, Europe, GCC), where shipping is free, you will be provided with a return label at no extra cost once you contact our service team.
For returns from outside our serviced territories, please contact our customer service team to receive instructions for return. In this case, the shipping cost will be borne by you (the customer).
Warranty Reason: If the reason for return is covered under the exclusive Ferronato Global Warranty, we won’t charge you any amount and the return will be free of charge.
Refunds: Once we receive the returned goods, we'll refund the product's purchase price and, if applicable, the return delivery costs as quickly as possible.
Exclusions to Returns
Products Not in Original Condition: If the product is not returned in its original condition with original packaging, we, unfortunately, might not be able to accept the return. However, if it was defective to begin with, you can exercise your right to return.
Pre-Ordered or Personalized Goods: Items that have been engraved or tailor-made can't be returned since they are specifically personalised to your requirements. Once again, if they were defective to begin with, you can still exercise your right to return.
We hope these policies provide you with clarity and make your shopping experience with Ferronato more enjoyable. If you have any questions or need assistance, our customer service team is just a message away.