Faq

The Atelier VM collection is available online and in all Atelier VM stores in Italy and abroad.

Check out the list of our stores.

Atelier VM jewellery cannot be personalised except for some models, which can be engraved.

For information and requests, please write to customerservice@ateliervm.com.

No, this is not possible for both technical and style reasons.

No, charms from the Atelier VM collection are not designed to be added to jewellery from the L’Essenziale collection.

Yes, all Atelier VM earrings are also sold singly. If you want to buy a pair, you must enter “pair” in your basket.

Necklaces should always be stored flat to prevent them from getting tangled. Should this happen, you can try to gently untangle it using a needle or contact an Atelier VM store.

Yes, they can also get wet in seawater as long as they are rinsed in fresh water afterwards.

Yes, they can be replaced, subject to a fee. Please make a request in store or write to customerservice@ateliervm.com.

Yes, it depends on the model and may affect the sale price. For more information and online purchase please contact customer service by writing to customerservice@ateliervm.com.

All Gift Cards are valid for 12 months from their date of issue.

Digital card: you will receive a PDF document containing a description, image of the jewellery, unique code and a personal message if entered in the dedicated form during checkout.

Paper card: you will receive a paper document containing a description, image of the jewellery, unique code and a personal message if entered in the dedicated form during checkout.

All our Gift Cards can be purchased either in Atelier VM stores or from ateliervm.com.

The available Gift Cards are for the L'Essenziale and Impronta collections.

Gift Cards purchased on the ateliervm.com website may only be spent in the Atelier VM shops of the

country chosen to redeem the voucher. Country preference must be selected in the drop-down menu

available at the product page.

Gift Cards purchased at Atelier VM flagship stores may only be spent at all Atelier VM points of sale in

Italy.

Gift Cards purchased at Atelier VM counters in Rinascente may only be spent at the same

counters.

Gift Cards purchased at the Atelier VM store in Burlington Arcade may only be spent at the same store.

Gift Cards purchased at the Atelier VM counter in Globus may only be spent at the same

counter.

Gift Cards purchased at the Atelier VM counter in Le Bon Marché may only be spent at all Atelier VM points of sale in France.

Gift Cards purchased at the Atelier VM counter in Lafayette may only be spent at all Atelier VM points of sale in France.

L’Essenziale or Impronta Gift Card can be redeemed in one go for the item they refer to, or for a different item of the same value or higher.

You can request it by writing to customerservice@ateliervm.com.

Atelier VM is not responsible for the unauthorised use of unique codes.

No, Gift Cards are not redeemable for cash.

You can give a model from the Impronta collection as a gift by purchasing the relative Impronta Gift Card.

To purchase, visit the dedicated page.

Yes, when you go into the store for fingerprint casting you can request home delivery of your Impronta jewellery.

The delivery time is approximately three weeks.

Yes, by purchasing the dedicated Imprint Kit available on ateliervm.com and in boutiques.

Fingerprints are acquired by moulding on heated wax.

It is a painless procedure that takes only a few minutes.

This procedure can be performed in shop or remotely by purchasing the dedicated kit available at ateliervm.com and in boutiques.

Impronta collection jewellery are customisable with fingerprints, which can be purchased at Atelier VM shops and ateliervm.com

No, as this is a customised jewel.

Yes, for the Impronta Collection, shipping and customs clearance costs are included in the price of the jewellery.

Yes, it is possible to personalise the collection with the prints of your own dog. In this case it can only be done remotely with the help of the dedicated kit.

Yes, if over five years old.

You can give a model from the L'Essenziale collection as a gift by purchasing the relative L'Essenziale Gift Card.

To purchase, visit the dedicated page.

No, bracelets are welded with a standard margin to guarantee optimum fit and preserve durability.

A selection of set measurements is however available for necklaces and anklets.

Any fluff that gets twisted around the L’Essenziale jewellery can be easily removed with tweezers.

To remove it yourself, cut your L’Essenziale jewellery at the welded point using a pair of manicure scissors or a small wire cutter. Alternatively, go to your nearest Atelier VM store.

To reweld it, simply go to any Atelier VM store (no appointment required for bracelets; by appointment only for necklaces and anklets).

This will incur no extra charge.

It is not normally necessary to take off L’Essenziale jewellery for a medical examination. Diagnostic tests such as CT or MRI scans may require jewellery to be removed. In this case, you can either remove it yourself or get your nearest store to do it.

No, jewellery from the L’Essenziale collection is not detected by metal detectors.

The charms can be added to necklaces and all bracelets with the exception of the Audace rigid bracelet and the Wow bracelet.

Charms cannot be added inside the welded anklet.

No, only charms from the L'Essenziale collection can be added to L'Essenziale jewellery.

Yes, you can always add a L'Essenziale charm to your welded bracelet or welded necklace.

The L'Essenziale charm collection is available both in Atelier VM stores and from ateliervm.com.

Charms purchased online are shipped to the recipient's home, who must then bring them into the store of their choice for welding to their L'Essenziale jewellery.

No, the L'Essenziale Bambino bracelet is intended only for children up to the age of 12.

Yes, jewellery from the L'Essenziale collection can be welded onto children over the age of 5.

You can use the L'Essenziale Bambino bracelet gift card up to 12 years of age.

No appointment is necessary for welding a L'Essenziale bracelet.

You do however need to make an appointment for welding necklaces and anklets at the store of your choice.

Check out the list of our stores.

The L'Essenziale collection is available both online and in-store and it can be welded in any Atelier VM sales point in Italy or abroad.

Check out the list of our stores.

Refunds can be requested for Gift Cards purchased online within 14 days from delivery to the customer.

Refunds are processed within 10 business days of receipt of the returned goods.

The payment will be refunded by the same method used to make the purchase.

The refund will be issued in the same currency as the original purchase.

Please promptly contact customerservice@ateliervm.com when you receive your delivery. Atelier VM reserves the right to request photographic evidence before authorising returns for non-compliant merchandise and to pay for the cost of returning the goods to its warehouses.

Items purchased online cannot currently be exchanged.

You can return the jewellery and proceed with a new order.

Customs clearance charges will be advanced by Atelier VM and detracted from the total refunded.

Yes, you can return items purchased from non-European countries. Again in this case, the cost of returning the item is the customer’s responsibility, as are the customs clearance charges incurred for re-importing.

Yes, the cost of returning an item is the customer’s responsibility.

Items can be returned within 14 days from receipt of same.

This right to return does not extend to welded items from the L'Essenziale collection, jewellery from the Impronta collection or any personalised item in general.

The item returned must never have been worn, be undamaged and in its original packaging, considered an integral part of the product itself.

For further information please see the Terms and Conditions page.

We accept Paypal, Visa, American Express, Mastercard, Maestro, Diners, Google Pay, Apple Pay, Alipay, Microsoft Pay, Masterpass by Mastercard, and Visa Checkout.

You can split your payment into 3 interest-free instalments by selecting Paypal, Klarna, or Scalapay.

You can consult the Guide to Sizes section on all the product pages on the ateliervm.com site.

You do not need to register on the site to place an order.

You can proceed as a guest.

Yes, you can cancel your order before it is shipped.

To do so you must write to customerservice@ateliervm.com.

Once payment is received, you will be sent a confirmation email for the order detailing your purchase.

Orders for jewellery from the Atelier VM collection and paper Gift Cards are sent out in 2 working days.

Digital Gift Cards are sent out by email in a few minutes.

All our items are delivered in Atelier VM packaging at no extra cost.

Purchases made online cannot currently be collected in-store.

Once the item has been shipped, Atelier VM sends a notification email with a tracking number to check order delivery progress.

All items shipped with DHL are insured against theft and damage during transit to their destination. Once delivered to their destination, they will no longer be covered by such insurance.

Yes, for countries outside the European Union, the DAP (Delivered at Place) condition applies. This means that the cost of the product does not include taxes or import charges. Upon delivery, the recipient will have to pay any taxes, import charges or sales tax, depending on the country of destination. It is not possible to calculate this amount in advance.

We deliver all over the world with the exception of Russia.

Delivery times for all items in stock are given in the table below.

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Out-of-stock items are put into production immediately and delivered as per the times given at checkout. All orders are shipped within 3 business days of payment. Customs duties are not included in the price and are the responsibility of the customer.

Yes, shipping costs vary and are applied to all orders under €250. Over this amount, shipping is free for orders to any destination in Italy or abroad.