Returns & Exchanges

Changing your mind

You can return any piece within 14 days of receiving it, without giving a reason. This includes one-of-a-kind and discounted pieces.

• Tell us within 14 days of delivery by writing to info@shopcandela.it, or by using the withdrawal form below.
• Send the piece back within 14 days of telling us.
• Return shipping is paid by you. Because glass is fragile, we recommend a tracked and insured service.
• Please return the piece unworn, in its leather pouch and original packaging. You may handle it as you would in a shop; if it comes back damaged by handling beyond that, we may deduct the loss in value.

Exchanging a ring size

If your ring doesn't fit, we'll exchange it for another size, subject to availability. Write to us within 14 days of delivery. You cover the cost of sending the ring back; we cover sending the new size. If your size isn't available, you can return the ring for a refund instead.

We offer exchanges for ring size only. For a different piece, return the original for a refund and place a new order.

Pieces that arrive damaged or faulty

If a piece arrives damaged, or develops a manufacturing defect, you're covered by the 2-year legal guarantee of conformity from the date of delivery. We'll repair, replace or refund it, and we cover the shipping costs.

Please contact us as soon as you notice the problem, ideally within 48 hours for transit damage, with photos of the piece, the packaging and the shipping label. Reporting quickly helps us resolve it with the carrier; it doesn't affect your legal rights.

Handmade variations

Each piece is shaped by hand, so small differences in colour, size, transparency, bubbles and surface are part of its character and are not defects. They are not grounds for a defect claim, but you can still return any piece within 14 days as described above.

Refunds

We refund within 14 days of receiving your withdrawal request, using your original payment method. The refund includes the standard shipping you paid on the original order. We may wait until the piece has arrived back with us before issuing it. If you chose a more expensive shipping option, the difference is not refunded.

Returns from other countries

We ship worldwide from Portugal, and these terms apply in every country we ship to. For returns from outside the European Union, please mark the parcel as "returned goods" so it isn't charged import duties again. Any duties or customs fees on the return journey are yours to cover.

How to start a return

Email info@shopcandela.it with your order number and the piece you're returning. We'll reply with the return address and next steps.

Withdrawal form

If you prefer, copy, complete and email this form:

To: Candela, info@shopcandela.it

I hereby give notice that I withdraw from my contract of sale of the following goods:

Ordered on / received on:
Name:
Address:
Signature (only if this form is sent on paper):
Date: