Preguntas frecuentes sobre capuchino

Este es el lugar que responde a todas las preguntas que pueda tener. ¿Todavía tiene una consulta que no está cubierta en estas preguntas frecuentes o no pudo encontrarla? Envíenos un correo electrónico con sus preguntas a info@capucinne.com.

Descubre el mundo de las joyas artesanales únicas hechas con amor y cuidado. Ver el anillo de ágata de musgo colección, así como la anillo de alejandrita recopilación.

Ordering

Once you have decided to purchase a piece, select your ring size from the drop-down menu, choose the material and gemstone you would like the ring to be made in/with (if applicable), then click “Add to Cart.”

Your item will be added to your Shopping Cart and a slide-in screen will appear on your right with the items in your cart and the subtotal amount at the bottom. You can view your Shopping Cart at any time by clicking on the shopping bag icon in the upper right corner of the site.

Once you are ready to place your order, simply click the shopping bag icon in the upper right corner and click the checkout button below to continue. The next steps will ask for information including your email, shipping address, and payment details to finalize your order. If at any time you have difficulties finalizing your order, please contact us at info@capucinne.com so we can help you.

Once your order has been placed and payment accepted, a confirmation message will appear on the screen showing your order reference number.

An order confirmation email with details of your order (including your reference number) and payment acceptance will also be sent to the e-mail address provided. This email is only an acknowledgment of receipt of your order. You will receive a second email when your order has been dispatched that includes tracking information for your parcel.

Each item comes in a Capucinne jewelry box. If you would like us to include a gift note in the parcel, please include your message with your order.

Of course! At Capucinne, we specialize in custom pieces. The core of our brand is in customized works for our lovely clients. Let us help you create a special engagement ringwedding band, or piece of fine jewelry.

To start the process of your custom engagement ring, please contact us at custom@capucinne.com. For additional answers about custom orders, please review our Custom Orders section on this FAQ page below.

At this point, we do not have a brick-and-mortar shop. Our full collection is available online. However, you are more than welcome to schedule an appointment in our showroom at our headquarters. We are located at the heart of Europe in Ljubljana, the capital city of Slovenia.

Our location is:

MinimalVS d.o.o.
Lily Novy 3
1000 Ljubljana
Slovenia

If you are having trouble placing an order and haven't found the solution to your problem on this FAQ page, please contact our customer service at info@capucinne.com.

A processing time of 7-8 weeks means that once you place your order, it takes 6-8 weeks for your item to be made and then shipped with DHL Express. All of our pieces are handmade in our studio.

We are more than happy to be a part of this special moment. If you would like us to keep things discreet, we advise you to contact us at orders@capucinne.com with your special request.

We want you to find the perfect ring for you. Unfortunately, we cannot send you multiple rings.

We craft our jewelry according to your exacting wishes. There is a responsibility on your end as a customer to find the correct ring size and choose the ring that matches your aesthetic to make sure your ring is perfect for you. Because of this, no such returns are possible.

We completely understand that such a significant purchase can make you hesitant to place an order online. With over 4,000 authentic 5-star reviews, you can be confident that your order is safe with us.

All of our packages are 100% insured and include a warranty guarantee. We offer payment in installments and molds of the ring in case you would like to make sure it will fit.

For further questions or concerns, we are always available at either info@capucinne.com or custom@capucinne.com for custom orders.

Our production process is currently 6-8 weeks, but if you are in a hurry, we can shorten the production process to 2-3 weeks for an additional convenience fee of $200 USD. Please contact our customer service before ordering to arrange the extra fee at orders@capucinne.com.

Yes, of course! The engraving fee is $45 USD on all our wedding bands. If you would like to add an engraving to your ring, please purchase the engraving fee here.

Please note: some rings—particularly those that are extra thin—cannot be engraved. If you are not certain if your ring can be engraved or not, please don't hesitate to ask our customer service at orders@capucinne.com.

No matter where you’ve purchased your engagement ring, we are more than happy to make one of our wedding bands match your existing ring. To begin that process, please send us pictures of your existing ring, along with the ring you are interested in, to custom@capucinne.com. From there, we will work with you personally on your order.

Yes, all of our rings sold in sets are also available separately. If you are having difficulties finding them online, please contact us at info@capucinne.com.

Of course! We specialize in engagement rings and bridal jewelry, but we create many more unique pieces for our customers. Discover rings that include your birthstone, celebrate a milestone, and more.

Some of our rings have names. If the ring is not linked on our Instagram page, enter the name in our search bar and you will be able to find it. If you are still having difficulties finding it, please DM us on Instagram and we will gladly send the direct link to you.

All our rings are made to order. As a result, many of our gemstone product pages may say there is a limited stock. This doesn't mean that there is only one available and then it’s gone! Because each gemstone is unique and individually sourced for every client, we are always able to source similar stones to recreate the ring for you. Contact us at custom@capucinne.com for more information on custom works.

All of our rings are made to order and can be recreated with similar stones. Contact us at custom@capucinne.com prior to your purchase to get pictures of similar stones you can choose from.

Delivery & Shipping

We offer free insured and trackable shipping worldwide.

To receive your package safely, you will have to include: full name, building and street address, city, state/province, postal/zip code (if applicable), and your phone number. These details are necessary for delivery.

Please provide accurate address details to avoid any unnecessary delivery delays.

Yes, a signature is needed upon delivery to ensure the package has been delivered to you.

After your order has been shipped with DHL Express, you will receive a confirmation email with your tracking number. You can track the package using the DHL tracking link provided, or enter your tracking number here to see where the package is at any time.

We work with DHL Express for all of our deliveries over $150 USD. Any sterling silver or gold-filled item is sent with Priority Airmail—tracking number included.

All of our parcels over $100 USD are insured.

We realize engagement rings and fine jewelry are ordered for special occasions in your life and many may have an element of surprise. Our parcels are always packed discreetly and give no hints as to what the package contains.

Yes! When placing an order, you may leave both a billing and a shipping address. If you would like the shipping address to be different than your billing address, simply specify it at checkout.

Our current production time is 7-8 weeks. Your order will leave our studio after or within this processing time.

We offer free shipping worldwide for all our orders. Solid gold pieces are shipped with DHL Express, and any sterling silver or gold-filled pieces are sent using Priority Airmail.

Buyers are responsible for all customs fees, taxes, or receiving fees incurred. Buyers are responsible for knowing and abiding by any import restrictions to their country from Slovenia. As customs vary from country to country, we are unfortunately not able to advise on these charges, so we would recommend contacting your local customs office for more information before placing your order.

Inside the European Union, there is no customs tax. For the US, it depends from state to state. It is usually between 2% and 5%, but please research this field to avoid any inconveniences.

From our latest sources, the UK VAT is 20%. We kindly advise you to stay informed of your country’s VAT and any additional import duties your order might come with. This is solely an obligation of the buyer to know before placing an order with us. If you are having difficulties obtaining this information, we advise you to contact your customs office.

We do not deliver to P.O. boxes, mail-forwarding addresses, and temporary residence addresses. This is because all our packages need a signature upon delivery to ensure safe and undamaged delivery of your order.

We use DHL Express shipping services, so please note that DHL does not deliver on the weekends or national public holidays. You may contact DHL in your country to arrange a special weekend or holiday delivery if available.

If you are in a hurry, we offer expedited shipping on all our pieces. Please contact our customer service at orders@capucinne.com for full details. Also, please note that all our rings—except Ready to Ship—are made to order and have a production time of 6-8 weeks before they are shipped.

Payments and Financing plans

We accept payments via credit cards or PayPal. You can also pay with cryptocurrencies like Bitcoin, Bitcoin Cash, DAI, Ethereum, Litecoin, and USD Coin.

We accept all major credit cards like Visa, Mastercard, Maestro, and more. We also offer payment via PayPal or Coinbase for payments with cryptocurrency.

We offer payment in up to 5 installments. For more information, please contact us at custom@capucinne.com.

If you would like to pay with more than just one card, please contact our customer service at custom@capucinne.com before ordering so we can arrange everything for you without any inconveniences.

For all our payment plans and installments, we do not use a third party. All installments are created by us and sent to you via a custom link where you can finalize your payment.

We offer 0% interest payment plans with up to 5 installments. The production process will start after the first payment and the item will be shipped shortly after the last payment is made.

If you are interested in a payment plan, please contact us at custom@capucinne.com and let us know the number of installments you would prefer. We will send you a custom listing for your first one, and you will be able to make the next payment whenever you are ready.

If you have already chosen the ring you would like to purchase or have already discussed creating a custom piece, please contact us at orders@capucinne.com. We will arrange a listing for the installment and send it back to you.

At Capucinne, you can now buy jewelry with cryptocurrencies. We accept Bitcoin, Bitcoin Cash, Ethereum, Litecoin, and USDC. To purchase, just follow these steps here.

We do! If you are looking for a gift and can't decide, give them the gift of choice! We offer E-gift cards in the following amounts: $500 USD, $1000 USD, and $1500 USD. If you would like a larger amount. please contact us at info@capucinne.com so we can arrange this especially for you. All E-gift cards will be sent in the form of an email to the recipient.

We don't run any sales or special promotions unless you are subscribed to our newsletter and receive special deals. If you are interested in bulk orders or wholesale partnerships, please contact us at info@capucinne.com.

PRODUCT CARE & SERVICES

Jewelry pieces with delicate designs require special care and appropriate storage. Be sure to remove and safely store your jewelry before doing work that might cause damage to the surface or shape of your piece.

For details on how to take care of your Capucinne piece, please review our Product Care Guide.

All of our pieces are made with recycled precious metals. Recycling precious metals in the jewelry industry is more than just a trend: it is a common practice and the most environmentally friendly way in order to create fine jewelry.

With the use of recycled precious metals in our production process, we’re taking small steps that will hopefully lead to the end of unfair and inhumane mining practices.

Giving back to the community is one of our core beliefs and something that we value as a company. As part of this commitment, every year we donate 5% of our annual profit to various organizations that are creating a positive change in the world.

Our main goal for giving back is to help build a brighter future for all of us—whether that goal is achieved with the help of organizations that empower others or organizations that preserve our environment.

Rest assured, you are making a positive impact with every Capucinne purchase.

Capucinne’s timeless treasures are ethically sourced and handcrafted by skilled artisans in our studio in Ljubljana, Slovenia. All of our gemstones and diamonds are mined from legitimate sources and comply with the Kimberley Process, meaning they are conflict-free and that their purchase does not finance violent movements by rebels or their allies seeking to undermine legitimate governments. We only work with reliable suppliers from Europe, who adhere to the KP standards.

RING SIZE

We make it easier for you to determine your ring size with our ring sizing guide here. Follow the instructions to find your perfect fit.

If you don't see your ring size, please leave it in the notes box at checkout.

All of our rings can be made in the size you need. If you don't see your ring size, please leave it in the notes box at checkout.

Please send your correct ring size as soon as possible to orders@capucinne.com along with your order number so we can change it before it is made.

If you provided us with the incorrect size and want to resize it, there are additional costs for the resize and shipping both ways. Please contact us at orders@capucinne.com and we will provide you with further instructions.

We do not offer refunds if the size of the ring you previously provided was not correct. Any changes to the items (ring resizing, soldering, exchanging stones, pendants, etc.) void our warranty.

Most of our rings can be resized, but some cannot. Depending on the setting and the prongs, resizing certain rings can seriously damage the stone. We suggest contacting us at orders@capucinne.com for assistance before reaching out to your local jeweler.

CUSTOM ORDERS

The C in Capucinne also stands for custom! The core of our business is custom-made engagement rings, and we are more than happy to work with you to create a completely original ring or personalize an existing piece to fit your style. Please contact us at custom@capucinne.com for all inquiries regarding custom work.

First, we recommend you send as many references, sketches, or ideas of what you had in mind for your custom piece. After that, we will work closely with you to determine the details of your ring, such as the stones, material, ring size, and design.

We will then make a 3D preview for you to get an idea of what your ring will look like. 3D previews are for serious buyers only. The first preview is free of charge, the second one is $100 USD, and any additional ones are $50 USD. This amount is later on deducted from the purchase price of the finalized order.

Once you confirm the designs and purchase the listing for the ring, we then start sourcing the stones for you. If you need to specifically choose a stone, you will be sent a selection to choose from. When the design and gemstone are confirmed, the ring is put in production.

A mold is made and the ring is cast.

The stone of your choice is polished and set.

Once the ring is finished, it gets the final stamp of approval from our lead designer and founder.

After passing our quality assessment, the ring is ready to be shipped and delivered to you.

To maintain the high standard we set for ourselves, we put all our energy and focus into every detail when making your ring. This process takes approximately 7-8 weeks.

If at any point of the process you need updates about your order, please feel free to contact us at orders@capucinne.com with your order number.

Yes. We are more than happy to make a preview of your custom design. Please note that there is an extra cost for previews of custom pieces.

The only extra cost for custom pieces is the deposit cost for 3D previews. We offer the first 3D preview free of charge, but your second preview will cost you $100 USD. Any additional 3D preview is $50 USD.

To avoid additional 3D previews. please be as specific as possible with your request. The amount paid for the 3D previews is later deducted from your final purchase order.

You will receive a special link with a deposit fee that you can purchase once needed, within your conversation with our customer service.

If you want to see an existing ring with another colored gemstone, we are more than happy to make a photoshopped mock-up of how the ring would look like. For more detailed customizations, deposits for 3D previews are needed.

We are happy to include your loose gemstones in our rings. We can create a custom design with your gemstones, or we can include them in our established ring styles. For more details and instructions on the process, please contact us at custom@capucinne.com.

All custom jewelry sales are final, so there are no returns on custom pieces. If there are additional reasons you think that you would be eligible for a return, please contact us at orders@capucinne.com.

Though this is not our main selling point, we can sell unique loose gemstones. If you are looking for something special, please let us know the specifics and send your inquiry to custom@capucinne.com.

We can always customize our current designs with the gemstones of your choice. Such orders qualify as custom works. Please contact us at custom@capucinne.com with your inquiry.

Send as many references as possible for the ring(s) you have in mind to custom@capucinne.com, and we will gladly help you bring your vision to life. You can also send sketches, links, any other ideas along with specifications of what stone, color, size, and side stones you would like the ring to have. Please consider the material you would like and let us know your ring size.

Please send the specifications of your ring along with your estimated budget to custom@capucinne.com. We will let you know if it is doable or offer alternative suggestions.

If you would like to be sure about the size and look of the ring, we can ship the mold directly to you. Note that there is an extra $85 USD charge for this service that is later deducted from the final amount paid for the finished ring. This amount is non-refundable.

For most of our rings, you can choose the color of the stone. For instance, if you are looking for a sapphire stone and would like to have it in peachy pink, we can accommodate you. However, please note that you should first make an order or pay a deposit so we can source the stones for you to choose from. The deposit amount depends on the stone—for example, sapphires over 1ct, require a deposit amount of $450 USD. The deposit amount is later deducted from the final purchase value. Please contact us at custom@capucinne.com to get started.

Yes! Please contact us at custom@capucinne.com with your request and we will send you options to choose from. If we do not have the stone you want for your ring, we are more than happy to source one for you. This requires a deposit.

Several factors come into play when determining the price of your ring. The main factors that affect the price are the main and side stones.

We offer a variety of gemstones in all kinds of cuts, but many of these have to be custom cut, which will add to the price of the ring. If you would like your gemstone kite-cut, for instance, the process may be significantly more challenging as not every gemstone can be easily cut in this shape. Most of the time, gemstones come oval-shaped and then are custom cut out of this shape, leaving a lot of carats unused. This also plays part in determining the price of the stone, which contributes to the price of the ring.

Of course, the use of specific side stones also plays a key role, as well as the material chosen for the setting. We offer 14/18k yellow/rose/white gold, platinum, and palladium.

Both alexandrites are lab-created. The only difference is that Chatham is a family-owned laboratory that specializes in growing alexandrite. If you place an order for a ring with lab alexandrite or Chatham alexandrite, you will receive high-quality lab alexandrite either way.

We do! You can view our men’s collection here. We are also more than happy to create something custom.

RETURNS & EXCHANGES

All of our custom-made pieces are considered final sale and cannot be returned. We guarantee that the piece will match the final design you approved through detailed photos, including the dimensions, type of stone(s), and metals.

We cannot process returns on engraved pieces. Please make sure that the ring you ordered is the correct size to avoid any inconvenience. If you are not sure about your ring size, please see our Ring Sizing Guide here or visit your local jeweler to get your correct ring size.

Capucinne offers a 5-day money-back guarantee or exchange on all purchases. The ordered items can be exchanged for an item of equal or greater value, within the return period of 5 days, as long as it is not the same type of item in an identical or altered configuration.

This guarantee excludes items that are customized, rushed, discounted, or on payment/financing plans. Fine jewelry made with higher quality stones is also not covered by this policy.

You will have 5 days from the time you sign for your package to postmark it back to us. All items returned must be in new/unused condition with all original documents and packaging. Before sending the package back, contact us at orders@capucinne.com for information on how to ship the item back.

Capucinne cannot assume any responsibility for any item not returned in the manner described. We are not responsible for lost or damaged return shipments.

Because all our products are hand-made or hand-finished, there are minor deviations in the provided item descriptions, as every stone used is unique. This tolerance is in the cut aspect ratio only. The weight, measured in carats, is as described. The provided measurements of the stones in the descriptions, in millimeters, are for objective purposes only. For example: a couple of round stones can have the same carat weight but might have a different aspect ratio due to these minor variations in their proportions

We reserve the right to refuse returned items we deem as not in sellable condition, damaged, altered, or used.

Refunds will be given less shipping costs.

If you are not satisfied or would like to exchange the item, please contact our customer service at orders@capucinne.com with your order number and the reason for the return/exchange. Include pictures if the reason for return/exchange is a faulty item. Our customer service will then advise with the next steps.

If the piece you received is damaged, please contact our customer service at orders@capucinne.com. Include your order number and pictures of the damaged item so we can advise on the next step

If the piece you received is not the one you ordered, please contact our customer service at orders@capucinne.com and include your order number and pictures of the wrong item so we can advise on the next step.

We can resize rings that don't have any gemstones. However, resizing certain rings with stones can damage the main stone depending on the prongs and settings.

To see if we can easily resize your ring, we suggest contacting our customer support at orders@capucinne.com.

Unfortunately, we are not able to process a refund on our salt and pepper diamond rings purely because of the color. However, we can change the main stone to your choosing.

To process the exchange of the main stone, please contact our customer service at orders@capucinne.com and we will gladly help you.

Warranty & Repairs

If the buyer makes a claim and the warranty is justified within 6 months from the date of purchase, Capucinne repairs or replaces the product free of charge for products proven to have a manufacturing defect.

If the damage proves to be due to negligence or inappropriate care of the product performed by the buyer, then the buyer cannot claim the warranty, in which case the buyer bears the cost of settlement or product replacement.

If at any time you have questions about our warranty, please feel free to contact us at info@capucinne.com with the subject: Warranty Inquiry. We will be more than happy to reply to help.

Yes, we can make an appraisal for your stone. Please feel free to contact us atorders@capucinne.comand include your order number to get the appraisal for your ring.

Certificates are added only to pieces that have diamonds of more than 0.5 carats. We can arrange certificates for an extra cost.

GIA certificates cost $500 USD. For other stones, the price for certificates depends on the individual stone. Contact us at custom@capucinne.com to get the correct quote for your stone.

If you received a Capucinne piece as a gift, we will need the order number. Please contact the person that gifted you and send your request to orders@capucinne.com.

If you don't have an invoice, an order confirmation will do just fine. Contact us with your order number at orders@capucinne.com and our customer service will guide you through the next steps.

CHANGE OR CANCEL AN ORDER

No problem. Please send your correct shipping address along with your order number to orders@capucinne.com and we will update the shipping address.

If you would like to change the main or side stones to the ring you just purchased, please contact us immediately at custom@capucinne.com. Any changes regarding the stones can affect the processing time and result in additional charges depending on the stones used.

To change the material, please send your request along with your order number at orders@capucinne.com.

You are free to cancel your custom order within 2 hours after checkout. If you have purchased a Ready to Ship piece, you have a limited window to amend or cancel your order.

To cancel your order, please contact us at orders@capucinne.com with your order number. You will receive a confirmation email once your order has been canceled.

Still couldn't find an answer? Contact us at info@capucinne.com.