Refund policy

Last updated: October 2026

General conditions

You have the right to withdraw from your purchase within 14 days of receipt, without providing a reason.

To be eligible for a return or exchange, items must:

  • Be new and unused.
  • Be returned in their original packaging and as received.
  • Have a request submitted via our Returns & Exchanges form or by email to hello@dicci.eu.
  • Be sent back at the customer's expense (this does not apply to defective or incorrect items, see section 10).
  • Have the tag attached. Items without the tag cannot be returned or exchanged.

Non-returnable items:

  • Used or damaged items
  • Items with damaged original packaging
  • Personalized items (e.g. engraved pieces or pieces made in a custom size we don't usually offer)
  • Gift cards, gift wraps, earrings and underwear

How to submit a request

  • Access the Returns & Exchanges form on the DICCI website, or email us at hello@dicci.eu with your order number.
  • Enter your order number and email or contact.
  • Select the type of request (refund, exchange, store credit).
  • You will receive an email with detailed instructions for sending your item.
  • Return shipping is the customer's responsibility. You may use any carrier of your choice, but we recommend tracked or insured shipping for items over 20€.

Return options

Method Details
At our showroom (Porto) Drop off your return at our showroom, Rua de Angola nº86, 4100-055 Porto, by appointment. Book your visit here and bring your order confirmation.
By mail Submit your request through the online form and ship the item to the showroom address above. Return shipping costs are the customer's responsibility, except for defective or incorrect items.

Available options

Option Description
Refund to original payment method Returned to the original payment source.
Refund by discount code Issued as a code to use on your next purchase.
Refund to store credit Added to your account balance for future orders.
Variant exchange Same item in a different color or size.
Exchange for another item Any other available product in the store.
All options are processed only after your request is approved.

Returns (refunds)

Detail Conditions
Deadline to request 14 days after receiving your order
Refund method Via the original payment method. Purchases made with vouchers, discount codes, or store credit are refunded via the same method.
Shipping costs Non-refundable. Return shipping is paid by the customer.
Processing time 3 to 5 business days after we receive and inspect the item

Late or missing refunds

If you haven't received your refund yet, please follow these steps before reaching out:

  • Check your bank account again.
  • Contact your credit card provider, it may take a few days for the refund to appear.
  • Contact your bank, as processing times can vary.
  • If you've done all of this and still haven't received your refund, contact us at hello@dicci.eu.

Exchanges

Type Description Deadline
Variant exchange Same item, different color or size 30 days after receiving your order
Exchange for another item Any other available product in the store
Store credit or discount code Equivalent to the item's value

Gifts

Situation How it works
Gift shipped directly to you You will receive store credit for the value of the returned item. To process your request, please provide the email address of the original purchaser for order verification, they will not be contacted or notified. The store credit will be issued to your email address.
Gift shipped to the purchaser The refund will be issued to the original purchaser.

Shipping & responsibility

  • Customers are responsible for return shipping costs on returns and exchanges.
  • If your item is defective or you received the wrong item, DICCI covers the shipping costs.
  • For items over 20€, we recommend tracked or insured shipping.
  • DICCI is not responsible for returned items lost or damaged in transit.
  • For shipments outside Europe, we recommend using DDP (Delivery Duties Paid) to avoid delays or extra fees.

Warranties

All DICCI products are covered by a 3-year legal guarantee of conformity. If a defect appears within the first 2 years, it is presumed to have existed at the time of delivery. In the third year, we may ask for evidence that the defect is a manufacturing fault.

Covered Not covered
Manufacturing defects Breakage or damage caused by misuse or accidents
Loss of the item
Normal wear and tear
About 925 silver: sterling silver naturally darkens or changes tone over time through contact with air, skin, perfume and cosmetics. This is a property of the metal, not a defect, and it can usually be reversed with proper cleaning. See our 925 silver care guide for how to keep your silver bright.

To make a warranty claim, email us at hello@dicci.eu with the product details and photos. We'll guide you through the process.

FAQ

Do I need to submit a request before shipping the item?

Yes. All returns and exchanges must be requested first, through the online form or by email. Items sent without an approved request may fall outside the eligible timeframe.

Can I combine items from different orders in a single shipment?

Yes, as long as each item has its own approved request.

How long does it take to process a refund or exchange?

Usually 3 to 5 business days after the item is received and inspected.

Can I return or exchange an online order at your showroom?

Yes, by appointment, as long as the item meets all return and exchange conditions. Book your visit here.

Need help?

If your situation isn't covered by this policy or you need additional support, reach out to us directly.

WhatsApp (text only)

+1 (555) 962-2145

Showroom (by appointment)

Rua de Angola nº86, 4100-055 Porto, Portugal