FAQ

We ship via FedEx the following day for home deliveries.

For the delivery of the orders placed, it is necessary to specify your name and the shipping addresses. First name, Surname, Telephone number, State/Region, City, Shipping address, Postal code.

We ship globally with exceptions. UAE, USA, EU and Cyprus orders arrive within 2-3 working days. In case of orders for products that are not immediately available (and which therefore we have to order from the supplier) the delivery times will be longer and vary according to the supplier. We will always show the expected date in the product sheet and in the order summary.

If the courier cannot find anyone at the address indicated or fails to deliver, he will make a second attempt in the following days. If the delivery is not successful in this case too, the courier will keep the package in storage at its local warehouse for 10 days, waiting for you to pick it up. In case of non-collection, the product will be sent back to our warehouse. But don't worry, we will always notify you in advance of any delivery attempt via email or SMS, so that you can organize yourself in time!

Unfortunately not, but if you have problems picking up the package at home, you can choose delivery to the store or to a collection point.

If the products haven't been shipped yet, you can contact us at info@poisonjewellery.com to change the shipping address. We ship the next following day.

No, deliveries do not take place on national holidays, Saturdays and Sundays.

Yes, our shipments are insured for the full value of the product at no extra cost. In the event of loss, damage, theft or fire during shipment, we will schedule a new shipment and if the ordered item is no longer available, we will issue a refund.

To track your shipment, access the following link and search for your shipment using the email used for the order and the destination zip code or via the tracking number received. Remember that to see the correct tracking of your order it could take around 24 hours from when you receive the tracking number, depending on the forwarder's handling times, so don't worry if the tracking code doesn't work right away!

If you had any problems with your order we apologize! You can contact our customer service directly, who will immediately help you. The team is available in WhatsApp chat from Monday to Saturday from 9:00 to 22:00, by telephone number +971 58 539 88 20, or by filling out the contact form.

All items of the same order will be shipped in a single solution when they are all ready. If there is a need to immediately receive those available, we recommend placing two separate orders.

Unfortunately no, once the order has been generated, it can no longer be changed/canceled.

Unfortunately, once your order has been successfully submitted, it cannot be changed. We, therefore, invite you to place a new order for the additional items.

No, the receipt is only in digital format and is sent by email to the person placing the order: this way, if you need to give a gift, you won't have any problems. We remind you that the receipt has no value for tax purposes. Instead, to obtain the tax invoice, you will have to request it during the purchase phase by selecting a specific flag. In this case, the invoice will be sent to you by our administration via email.

Absolutely. Once you are in the cart, you can choose to add the greeting card and enter a personalized dedication.

You can add a valid promotion code in the Basket.

1. We accept returns for a full refund within 14 days of the purchase date. 2. Items must be in their original condition, unworn, and accompanied by the original packaging. 3. To initiate a return, please contact our customer service team to obtain a return authorization. 4. Customers are responsible for return shipping costs, except in cases of defective or damaged items. 5. Refunds will be processed to the original payment method once the returned item is received and inspected.

1. Exchanges for a different size, color, or style are available within 14 days of the purchase date. 2. Items for exchange must be in their original condition, unworn, and with all packaging intact. 3. Contact our customer service team to arrange an exchange and obtain further instructions. 4. Exchanged items will be shipped out once the original item is returned and inspected.

1. For hygiene reasons, earrings are not eligible for return or exchange unless deemed defective. 2. Customized or engraved items may not be eligible for return or exchange unless there is a manufacturing defect.

1. Please ensure all returned items are securely packaged to prevent damage during transit. 2. It is recommended to use a trackable shipping service for return shipments. 3. For any questions or concerns regarding returns or exchanges, feel free to contact our customer service team for assistance.

This return and exchange policy is subject to change at the discretion of Poison Jewellery. Customers are advised to review the current policy on our website before making a purchase.