FAQ

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 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.

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.

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 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.

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 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.

Do Gift Cards have an expiry date?

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

What difference is there between the paper and digital version?

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.

Where i can buy L'Essenziale and Impronta Gift Cards?

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

What kinds of Gift Card are available?

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

How does the redemption of L'Essenziale and Impronta Gift Cards work?

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.

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

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.

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.

Are Gift Cards redeemable for cash?

No, Gift Cards are not redeemable for cash.

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.

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.

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

The delivery time is approximately three weeks.

Can fingerprints be cast remotely?

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

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.

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

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.

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.

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.

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.

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 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.

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.

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.

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.

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 I add a charm later?

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

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.

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.

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.

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.

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.

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.

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.

Can I pay in instalments?

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

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.

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.

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.

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 request gift packaging?

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

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.