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FAQ's

How long is the shipping process?

Read more here, it varies by country: Shipping 

How does the lifetime guarantee work?

We are fully committed to providing the highest standard of jewellery - which is why we offer a lifetime guarantee for all orders. Our lifetime guarantee entitles you to a one-time repair of the piece - free of charge. We will repair the item if you experience any defects in craftsmanship or breakage. You will need to send us a photo or video of the damage. There is a £50 repair fee if you encounter future problems, after a replacement has been sent.

I'd like to exchange my order for a different colour/size?

No problem, complete your returns form here within 14 days of delivery date: Exchange

I'd like to return my order and get a refund?

No problem, complete your returns form here within 14 days of delivery date: Refund

Please make sure you have tracking and proof of weight for the parcel you're returning.

When will I receive my tracking codes?

For regular pieces, within 24 hours of ordering. For custom pieces, 5-7 working days.

As an international customer, will I have to pay an import tax upon placing my order? 

When ordering outside of the United Kingdom or United States, the recipient is responsible for assuring the product can be imported to the destination country. The recipient is the importer of record and must comply with all laws and regulations of the destination country. The recipient of an international shipment may be subject to import taxes, customs duties and fees, which are imposed once a shipment reaches the recipient's country.

I didn't receive my package but tracking says it was delivered?

Cernucci is not liable for missing or lost packages once tracking shows delivered. Please use the tracking number we provide to follow your order until it is delivered. Should you never receive your order, but the tracking number shows that it’s been delivered, please check with your mailman, neighbours or building manager/mail room, before contacting us. If you are still unable to locate the package, please reach out to us and we will file a claim. Based on the outcome of the claim, we may or may not be able to replace your order.

What about the quality of the products? How do you offer these prices?

This is a question we get every day. And trust me, we understand. At first glance it can seem like this is too good to be true. 

The truth is, we were done with jewellery customers being exploited with extortionate prices. Companies were charging hundreds for items we would sell for half. This is when we found a gap in the market - an urban/hip hop jewellery brand which sells fantastic quality pieces for the best prices possible. 

People tend to believe 'This is expensive, it must be better' or 'This is cheap, it must be worse.' When the fact of the matter is we use better materials, have better designs and offer better prices than everyone else out there. It has taken us years upon years to get to where we are now. But it feels good to know that we are revolutionising the jewellery space. 

We use authentic 18 Karat Gold plating (PVD 5 times dipped) across our pieces with a solid base of either 316L stainless steel or brass. Our Cubic Zirconia stones have 54 facets and are hand-set - giving all iced out pieces the coldest shine possible. You can privately order with Solid 14 Karat Gold and Si1/VS1 diamonds if you have the budget.

Don't hesitate to order your favourites. We will NEVER compromise quality for price. You will also enjoy a lifetime guarantee across all items!

What shall I do if something goes wrong?

Our customer support team work 7 days a week to provide you with answers and solutions as quickly as possible. We have a selection of sympathetic and solution-oriented staff who will solve any problems. So you can rest assured that if any problems arise, we will resolve it as soon as possible. (support@cernucci.com)

Any other questions? 

We would be more than happy to help! Please visit our Contact Us page for more information.