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ATELIER VM COLLECTION

Where can I buy the Atelier VM collection?

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

Check out the list of our stores.

Can Atelier VM jewellery be personalised?

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

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

Can I mount my own stone on an Atelier VM piece of jewellery?

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

Can I request for an Atelier VM necklace to be shortened or lengthened?

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.

Can worn cotton jewellery threads be replaced?

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

Can cotton jewellery threads get wet in water?

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

My Atelier VM necklace got tangled. What can I do?

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.

Can earrings be bought singly?

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

Can charms from the Atelier VM collection be combined with the welded jewellery from the L’Essenziale collection?

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

I would like to give an Atelier VM jewel as a gift but I would like the recipient to choose it. What can I do?

You can give the choice of a jewel by purchasing an Atelier VM Gift Card with a personalised sum.

To purchase, please visit the product page at this link.

RETURNS

Are Gift Cards refundable?

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

How do you refund the amount paid?

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.

I found a fault on the item I purchased. What should I do?

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.

Can I exchange a purchased item?

Items purchased online cannot currently be exchanged.

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

How do I pay the costs of re-importing an item?

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

Can I return an item purchased from a non-European country?

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.

Do I have to pay for the cost of returning an item?

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

Can I return a purchased item?

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.

SHIPPING AND DELIVERY

Can I collect my order from a store?

Purchases made online cannot currently be collected in-store.

How do I track my delivery?

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

Is my delivery insured?

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.

Is the customer responsible for any taxes and custom duties?

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.

What countries do you ship to?

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

What are shipping times and costs?

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

Out-of-stock items are put into production immediately and delivered as per the times given at checkout.

Are there any shipping costs?

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.

L'ESSENZIALE COLLECTION

Where can I buy the L’Essenziale collection?

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.

Do I need to make an appointment to weld jewellery from the L'Essenziale collection?

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.

Can jewellery from the L'Essenziale collection be welded onto children?

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.

I have a very thin wrist - can I purchase the L'Essenziale Bambino bracelet?

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

How does online purchase of L'Essenziale charms work?

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.

Can I add a charm later?

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

Can I add a charm of my own to a piece of jewellery from the L'Essenziale collection?

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

Can L'Essenziale charms be added to all the jewellery in the collection?

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.

Does jewellery from the L'Essenziale collection cause problems with airport metal detectors?

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

Should I take my L’Essenziale jewellery off before a medical examination?

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.

What should I do if I need to take my L’Essenziale jewellery off temporarily?

To remove it yourself, cut your L’Essenziale jewellery at the welded point using a pair of scissors or 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.

How can I clean any threads or fluff off my L’Essenziale jewellery?

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

Can I decide how long I want my L’Essenziale jewellery to be?

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.

Can I give the L’Essenziale collection as a gift?

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.

PAYMENTS

Can I request an invoice for the Gift Card I purchased?

As they are sales vouchers, invoices for Gift Cards can only be requested in store when they are redeemed.

Where do I find the receipt for my purchase?

Atelier VM does not provide a tax document for deliveries within the European Union to either private individuals or businesses. If you wish to receive a receipt or invoice for your order, you must expressly request this by sending an email to customerservice@ateliervm.com.

Can I pay in instalments?

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

What payment methods are accepted?

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

ORDERS

Can I request gift packaging?

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

I placed an order, when will it be processed?

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.

Can I cancel my order?

Yes, you can cancel your order before it is shipped. To do so you must write to customerservice@ateliervm.com.

Do I need to create an account to place an order?

You do not need to register on the site to place an order. You can proceed as a guest.

How do I choose the size of jewellery to order?

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

GIFT CARDS

Can Gift Cards be converted into cash?

No, Gift Cards cannot be converted into cash.

What happens if I lose my Gift Card containing my unique code for picking up my jewellery?

You can request it by writing to customerservice@ateliervm.com. Atelier VM is not responsible for the unauthorised use of unique codes by third parties.

How can I redeem my Atelier VM gift card?

Atelier VM Gift Cards can be redeemed in all Atelier VM stores and at ateliervm.com in separate transactions, as long as they are redeemed completely within 12 months from the date of issue.

Can I use a L’Essenziale or Impronta Gift Card to buy a piece of jewellery from the Atelier VM collection?

All Gift Cards can be redeemed in one go for the item they refer to, or for a different item of the same value or higher.

Do Gift Cards have an expiry date?

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

In which stores can a Gift Card be redeemed?

Gift Cards purchased from ateliervm.com and in flagship stores can be redeemed in all Atelier VM stores in Italy and abroad.

Gift Cards issued by corners in affiliated department stores can only be redeemed in the same corner.

What kinds of Gift Card are available?

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

How does buying a Gift Card work?

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

L'Essenziale Gift Cards are available in both paper and digital versions, whereas Impronta and Atelier VM Gift Cards are currently only available in a digital version.

What difference is there between the paper and digital version?

Digital card: you will receive a document via e-mail that contains a description, image of the jewellery, certificate of authenticity, unique code and a personal message if entered in the dedicated form during checkout.

Paper card: you will receive a shopper containing an envelope with the certificate of authenticity, unique code and a personal message if entered in the dedicated form during checkout.

How does redeeming a Gift Card work?

To pick up L'Essenziale and Atelier VM jewellery and for fingerprint casting for Impronta jewellery, you need to go into the store of your choice and show your unique Gift Card code to the staff. Without this code we won’t be able to proceed.

IMPRONTA COLLECTION

How does buying the Impronta collection work?

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

How does fingerprint casting work?

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.

Can fingerprints be cast remotely?

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

How long will I have to wait before I receive my Impronta jewellery?

This jewellery takes about 3 weeks to make.

Can I request home delivery of my Impronta jewellery?

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

Can I give the Impronta collection as a gift?

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.

Is it possible to return a piece of jewellery from the Impronta Collection?

No, as this is a customised jewel.

Are shipping costs and any customs clearance fees included?

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

Is it possible to take the prints of my dog?

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.

Is it possible to acquire the fingerprints of a child?

Yes, if over five years old.

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