FAQ

Placing an order

How do I place an order?

Once you wish to purchase a piece, select your ring size from the drop down menu and choose the material and gemstone you would like the ring to be made in/with (if applicable) and then click ADD TO CART. Your item will be added to your Shopping Cart and a side slide 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 visit SHOPPING BAG in the upper right corner and click the checkout button bellow to continue. The next steps will demand information such as email, shipping adress, payment and credit card details to finalize your order.

If at any time you are having difficulties finalizing your order please contact us at info@capucinne.com so we can help you.

Will I receive an order confirmation?

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

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

This is a gift, can my order be gift wrapped?

Each item comes in a Capucinne gift jewellery box, a high quality presentation box and a perfect box to keep your jewellery while you're not wearing it. If you would like us to include a gift note in the parcel, please leave us a message with your order about the content of the note.

Can I leave a note for the recipient?

Yes, you can leave a note for the recipient at the notes box at checkout. We will make sure it will be added to the order.

Can I custom design an engagement ring?

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 ring, wedding band or a lovely piece of jewelry just because. For additional questions about Custom order, please see the segment Custom orders on this FAQ page bellow. To start the process of your custom engagement ring, please contact us at custom@capucinne.com .

Where can I see your rings in person?

At this point in time we do not have a brick and mortar shop, all of our rings are available online, however you are more than welcome to schedule an appointment in our showroom at our headquarters. We are located in Ljubljana, the capital city of Slovenia, the little green country in the heart of Europe, our address is MinimalVS d.o.o., Lili Novy 3, 1000 Ljubljana.

I would like to schedule an appointment to see the rings in person, how can I do that?

Our offices and showroom are located in Slovenia’s capital city Ljubljana. A tourist attraction, our evergreen country is the perfect pitstop if you’re travelling across Europe and at the same time make an appointment with us to show you a selection of our best work. In order to book your visit, please contact us at least 3 days in advance by contacting us at info@capucinne.com and specify the items or styles you are most interested in. Please note that all rings displayed on the website will not be available for viewing as these are made to order. 

Once you arrive at our showroom, our jewelry specialist will work with you one-on-one and listen closely to your wishes, helping you to decide on the gemstones, material and design for your custom Capucinne piece. With vast expertise, the specialist will be able to answer any of your questions regarding our jewelry and offer additional information on pricing and payment options, all in a respectful and friendly way insuring your visit to our showroom a pleasant experience.

Our location is

MinimalVS d.o.o.

Lily Novy 3

1000 Ljubljana

Slovenia

Call as at:                                         Schedule an appointment at: 

 +386 51 882 737                             info@capucinne.com

 

WORKING HOURS: 

Open on working days between 9:00 and 17:00 (CET)

 

I need help placing an order.

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  However, please make sure to read our FAQ in order to speed up the process, as the solution to your troubles might just be between the FAQ lines.

I see it says all pieces are handmade and have a processing time of 7-8 weeks, what does that mean?

Processing time 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.

I am placing an order for an engagement ring. I would like it to be a surprise, but my partner has also been in contact with Capucinne. Will you be able to keep my order private?

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

Can I order multiple rings and only keep the one I like and return the others?

We want you to find the perfect ring for you, but unfortunately this is not the way. All our rings are made to order, so with our guidance and expertise we will make the ring according to your wishes, but there is responsibility on your end as a customer to find the correct ring size and choose the ring that matches your aesthetic to make sure everything is perfect and you only order the rings you will keep, hence no returns in such cases are possible.

I am in a hurry, is there any way to speed up the production process?

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

Can I engrave my ring?

Yes of course! We offer free engraving on all our wedding bands. Please note that only rings with a wider band like the wedding bands can be engraved. We can not offer engraving on our other rings due to the width of the band.

Change or cancel an order

I just placed an order but I would like to change my shipping address.

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

I just placed an order but I would like to change the main/side stones used.

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 as any changes regarding the stones are considered a customized piece and can affect the processing time and additional charges depending on the stones used.

I just placed an order but I would like to change the material (14k/18k yellow/rose/white gold or platinum/palladium) used.

For change of material of the ring or fine jewelry, please send your request along with your order number at orders@capucinne.com for it to be changed.

I would like to cancel my order.

Unless you order one of our Ready to ship pieces, you are free to cancel your order if it has not been processed yet. Please note that you will have a limited window to amend or cancel your order on the Ready to Ship pieces. To cancel your order please contact us at orders@capucinne.com with your order number. You will receive a confirmation email that your order has been canceled.

I see some rings have just '1 in stock', what does that mean?

All our rings are made to order so you will see specially on product pages of any gemstone ring that there is only 1 in stock. Don't worry, that doesn't mean that there is only 1 available and then gone forever! The reason for that is, because each gemstone is unique and sourced specially for each client. Of course we are always able to source similar stones to recreate the ring for you, contact us at custom@capucinne.com to get more information on custom works.

I found the ring I like, but in the description is says that it is sold. Can it be recreated for me?

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

Ring size

I don't know my ring size. How can I measure my ring size?

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

I don't see my ring size from the drop down menu.

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

Can the rings be made in all ring sizes?

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

I placed my order a while ago but I would like to change the ring size.

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 being made.

I received the ring, but it's too small/big, I would like to resize it.

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 have provided is not correct. Any changes to the items (ring resizing, soldering, exchanging stones, pendants, etc.) voids the warranty.

Can all rings be resized?

Most of our rings can be resized, but there are some that cannot. Depending on the setting and the prongs, resizing of some rings can seriously damage the stone, so we would advise to contact us in case you are thinking of resizing at your local jeweler or sending the ring for resizing back to us. Please contact us at orders@capucinne.com .

Delivery & Shipping

What countries do you deliver to?

We ship worldwide. We offer free insured and trackable shipping.

What address details do I need to include in delivery?

In order to receive your package safely, you will have to include: Full name, Building and Street Address, City, State/Province, Postal/Zip code (if applicable) as well as your phone number. This is necessary for delivery. Please provide accurate address details to avoid any unnecessary delivery delays.

Will I need to sign for my parcel?

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

When can I expect my order to be delivered?

Our current production time is 7-8 weeks. After the item is made it is then shipped with DHL express and can be delivered within 2-5 business days. For more details on Shipping and Delivery timeline, please see here.

How can I track my order?

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

What shipping courier do you use?

We work with DHL Express for all our deliveries over 150$. Any sterling silver or gold filled item is sent with our National Post with priority airmail – tracking number included.

Is my parcel insured?

All of our parcels over 100$ are insured.

Is your packaging discreet?

We realize engagement rings and fine jewelry are ordered for special occassions in your life and have an element of surprise, that is why our parcels are always packed discreetly not giving off any ideas what the package contains.

Can I ship to an address that is different from my billing address?

When placing an order at the final stage at checkout you are able to leave both billing and shipping address. If you would like the shipping address to be different than billing, just specify it there.

How long after I order will my item be shipped?

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

What are the shipping charges?

We offer free shipping worldwide for all our orders. Solid gold pieces are shipped with DHL express, any sterling silver or gold filled pieces are sent for free with our National Postal Service with priority airmail.

Will I be charged tax for my order?

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 local customs office for more information if you are unsure, before placing your order. Inside the European union there is no customs tax. For the U.S it depends from state to state, usually between 2 and 5%, but please research this field to avoid any inconveniences. We are located in Slovenia, Europe and ship worldwide.

How much import tax will I need to pay for my ring?

As customs vary from country to country, we are unfortunately not able to advise on these charges, so we would recommend contacting local customs office for more information if you are unsure, before placing your order.

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

Are there any delivery exceptions?

Concerning delivery, we have to inform you that we do not deliver to PO Box Addresses, mail forwarding addresses and temporary residence addresses. This is because all our packages need 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 and national, public holidays however you may contact DHL in your country to arrange a special weekend or holiday delivery if available.

Do you offer expedited shipping?

If you are in 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 are Made to order and have a production time of 6-8 weeks before they are shipped.

Custom orders

Can I custom design an engagement ring?

The C in Capucinne also stands for custom. The core of our business are custom made engagement rings, so we are more than happy to work with you on creating a custom engagement ring from scratch or customizing our existing pieces to make them fit your style. Please contact us at custom@capucinne.com or all inquiries regarding a custom work.

I have loose gemstones and would like to make these in a ring, can you help me with that?

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

What if I am not happy with my custom piece, can I return it?

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

Do you sell just loose gemstones as well?

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

I like a ring on your website but would like to have it with a different stone, is that possible?

We can always customize our already existing pieces with other gemstones of your choice. Such orders qualify as custom works, so please contact us at custom@capucinne.com for your inquiry.

Am I able to receive just the mold of the ring, so I can see how it fits?

If you would like to be sure about the size and look of the ring, we are able to offer shipping of the mold specially to you, however there is an extra charge for this service of 85$ that is later on deducted from the final amount payed for the finished ring. This amount is non-refundable.

Payments and Financial plans

What Payment methods are available?

We accept payments via credit cards or Paypal. You can also pay with crypto currencies like Bitcoin.

What credit cards payment do you offer?

We accept all major credit cards like Visa, Mastercard, American Express, Diners Club, Maestro and others. We also offer payment via Paypal or Coinbase for payments with crypto currency. We accept cancellations within the two hours after the order has been placed.

Are there any flexible payment options?

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

Can I pay with multiple credit cards?

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

Can I pay by installments?

We offer a 0% interest payment plans with up to 5 instalments. 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 instalments 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.

Can I pay with Bitcoin?

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

Do you offer gift cards?

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$, 1000$ and 1500$. If you would like a larger amount please contact us at info@capucinne.com so we can arrange this specially for you. The E- gift card will be shipped in a form of an email to the recipient.

Do you offer discounts?

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 order or wholesale partnership please contact us at info@capucinne.com 

Returns & Exchange

Can I return a custom designed piece?

All of our custom made pieces are considered as final sale and can not be returned. Our guarantee is that the piece will match the final design you approved through detailed photos, including the dimensions, type of stone(s) and metals (gold or silver).

Can I return an engraved piece?

We can not receive returns on engraved pieces. Please make sure that the ring you ordered is the correct size in order to avoid any inconveniences. 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.

What is your return and exchange policy?

Capucinne offers a 5 day money-back guarantee or exchange on all purchases (this EXCLUDES items that are custom-made - including custom gemstone items, higher quality gemstones as displayed online, custom matching bands, ooak (one of a kind), rushed, discounted, and items on payment/financing plans). You will have 5 days from the time you sign for your package to postmark the package back to us; All items returned must be in new/unused condition with all original documents and packaging. Prior to sending the package back, contact us at orders@capucinne.com for information 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 loss or damage of return shipments.

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

All DISCOUNTED, RUSHED, LAYAWAY/FINANCED, OOAK, MADE TO FIT and CUSTOM ORDERS (that includes custom gemstones) are non-refundable; this includes partial payments. We reserve the right to refuse returned items we deem as not in sellable condition, damaged, altered, or used.

EXCHANGES: the ordered items can be exchanged for an item of equal or greater value, within the return period of 5 days as mentioned above, as long as it is not the same type of item in an identical or altered configuration.

CUSTOM JEWELLERY IS FINAL SALE. Our guarantee is that the piece will match the final design you approved through detailed photos, including the dimensions, type of stone(s) and metals (gold or silver).

Refunds will be given less shipping costs.

How much does engraving cost?

We offer free engraving for our wedding bands.

How can I exchange or return my item?

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, reason for return/exchange and include pictures if the reason for return/exchange is a faulty item. Our customer service will then advise with the next steps.

I received a damaged piece, how do I go about it?

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

I received the wrong piece, how do I go about it?

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, pictures of the wrong item so we can advise on the next step.

I just proposed with an engagement ring by Capucinne, but sadly it does not fit. Are you able to resize the ring?

We are able to resize the rings that don't have any gemstones, there is however another issue with resizing rings with stones, as resizing such rings 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

Product care

Jewelry care guide 

Jewelry pieces are delicate designs that need special care and appropriate storage. Be sure to remove and store your jewelry before doing work which involves contact with chemical substances or 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 see more about Jewelry Care Guide here.

Ring resizing

Don't know your ring size? We have made it easier for you to find your perfect fit – download our Ring sizing guide here to find your right size.

Warranty

What is your warranty policy?

The buyer receives a warranty on the product, which means that if the buyer makes a warranty claim and the warranty is justified within 6 months from the date of purchase, Capucinne repairs or replaces the product free of charge if the product proves to be defective due to a manufacturing defect. If the damage of the product however, 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 subject: Warranty inquiry. We will be more than happy to reply to all your questions and issues.

Will I receive any certificates for my piece?

Certificates are added only to pieces that have diamonds of more than 0.5 carats.

Can I get my piece repaired if I received it as a gift?

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

Can I get my piece repaired without proof of purchase?

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 advise with the next steps.