FAQ

Are you unsure about your size?

You can find our Size Guide here. We hope this helps! However you are welcome to contact us so we can advise you on the correct sizing.

The ring I ordered doesn’t fit. Can you resize it?

We will be more than happy to resize your ring up to 2 sizes up or down. Please use our size guide for your reference or contact us directly for help.

Can a piece be customised?

We are happy to customise any of our existing pieces on a Bespoke basis. Should this be the case, you will be working closely with the Artist in order to create a unique piece of jewellery made exclusively for you. You are welcome to contact us for more information.

Can I change the stone on an existing piece from the collection?

We will be delighted to make an existing design with the stone of your choice. This will be considered a Bespoke order, please contact us to find more details and to get a quote.

Can you create a bespoke piece using a personal heirloom?

We will be delighted to work with your personal heirloom, rest assured we will take the greatest care with your possession. We require this to be at least 5ct. and to come with a corresponding grade certificate from GIA, EGL, other valid International Certificate. Please contact us for more information about our specific policies or to request a quote.

Can I engrave my order?

Yes, we are happy to provide personalised engraving services, please contact us so we can provide you with a quote. Prices will depend on the style and size, and this service may affect the estimated delivery date.
Kindly note we are not able to accept any personalised or engraved items for refund or exchange.

How do I care for my MAGONI jewellery?

Please see our guide on Jewellery Care for more information on keeping your jewellery looking beautiful.

Where do you get your materials from?

We endeavour to use local suppliers for both our jewellery and packaging. Our gemstones come from trusted locations across the world including Brazil, Colombia, Thailand, Sri Lanka, India and Tanzania, which we ensure are ethically and responsibly sourced.

How quickly will my jewellery be shipped?

All of our products are made to order. Therefore we endeavour to send all pieces within 2-3 weeks. Should you require an urgent order, let us know in advance so we can look into the possibility of a quicker turnaround.

Do you ship internationally?

Yes, we do ship internationally fully insured. At the moment we have fixed shipping costs for Europe only, should you wish to ship to another country please do let us know so we can get the shipping cost estimated for you. Please note, some countries have import restrictions that prohibit us from shipping jewellery, including Russia. Also note that we are not responsible for any taxes or duties that may be imposed by your local country at the time of delivery.

I can’t be there to sign for my package. What should I do?

Please contact us promptly here so we can arrange for our shipping coordinator to redirect your package to a suitable location or hold it at their facility on your behalf.

What is your Returns & Exchange Policy?

As all our products are made to order, we are not able to accept returns, but we are happy to exchange jewellery when ordered from our main collections if notified after 7 days from receipt. Unfortunately, we are not able to accept exchanges for Bespoke orders.
If you want to exchange your piece, we shall then apply the full amount of your original purchase to a new purchase of equal or greater value.
Items must be returned in new and unworn condition within 10 days of receipt, and all paperwork & certificates (including the GIA certificate, if applicable) must be included.
After 14 days, all sales are final.

Payment Options

Ordering Online with us is safe and secure. All payments on the website are conducted through Shopify to ensure safe transactions.
We accept PayPal and all major credit cards and debit cards.
Should you wish to pay in a different currency than is offered on our online store, please contact us.
In order to ensure secure payments, please note we cannot accept payment over the phone.
For more information please see our Terms & Conditions.

My jewellery arrived damaged, what do I do?

We ensure our work at MAGONI is of the highest quality, and we always undertake a careful quality check before dispatch. However, we understand that human error can happen, so please contact us immediately - up to 24H from receipt of the delivery - if you notice there is something which needs repairing on your jewellery.

You may contact us to speak with us directly so that we can guide you through the repair process. Please include in your message what repair is needed, your original order number and your contact details.

NOTE: If your piece needs a new stone, we can’t guarantee the replacement of limited-edition, or one-of-a-kind stones. In the rare case that the exact stone isn’t available, we’ll follow up with you and get your approval on an alternative that matches.

I accidentally damaged my jewellery, what do?

We understand that things happen, and fine jewellery is delicate. We guarantee our jewellery against any manufacturing defects. Therefore all repairs and alterations must be performed by MAGONI. Any repairs or alterations performed by another company will no longer be covered by our guarantee and cannot be repaired by us.

You are welcome to contact us to speak with us directly so that we can guide you through the repair process. Please include in your message what repair is needed, your original order number and your contact details. We will assess whether your repair will be accepted by us. If the item is accepted, we will send you information on how to ship your package back to us.

If work needs to be done that goes beyond what the warranty covers, we’ll let you know. You’ll have the ability to opt out of those repairs at this point if you would like.

Should the piece be damaged by external factors after a period of 48h from receipt, the client shall be held responsible for covering the repair cost and the shipping costs both ways.

Our current timeline for repairs is 3-6 weeks from the time we receive your piece.

We highly encourage you to follow our Jewellery Care Guide.

Where to find us?

The artist is based in Madrid, therefore we are happy to arrange a private meeting whenever is convenient for you or arrange a video call if you are abroad.