Customer Service

Each creation is crafted upon request and delivered within 45 working days from the Order Confirmation, shipping included — Monday to Friday, excluding Italian public holidays and the workshop's summer closure from August 7 to 28. Certain pieces require longer, as indicated on the relevant product page, and the Maison may extend the delivery time by up to 10 additional working days, keeping you informed. The estimated delivery date is shown on each product page once you select your size or length; before ordering, the Maison is also glad to confirm it for your destination. You will receive the tracking references at the time of dispatch.

Within the same 48 hours, and in any case before production begins, you may request in writing a change to the specifications of your order — the engraving text, a detail of the configuration or the size. Where technically feasible, the Maison confirms the change in writing: the new specifications replace the original ones, and both the 48-hour window and the delivery time run again from the written confirmation of the final specifications. Once production has begun, changes may still be evaluated where technically possible, with any adjustment of the delivery time and price communicated to you for acceptance.

Each model is proposed with the gemstone that characterizes it, in the metals indicated on its product page (18kt gold or platinum 950). These configurations are the Maison's suggested combinations and do not exhaust the possibilities: a different metal or gemstone may be requested at info@torrini1369.com before ordering and, where technically feasible, is agreed and documented in writing as an individual production specification. In every case, no creation is made before your order.

Yes. A personal engraving is offered with the compliments of the Maison on every model, within the space each creation allows; you indicate your text in the dedicated field when placing the order. The engraving finds its place within the workmanship, which pauses to accommodate it, as stated on the product page. Texts that are offensive, unlawful, infringe third-party rights or exceed the available space may be declined: in that case, the Maison will let you know so that you may choose an alternative text or forgo the engraving.

The images on the Site illustrate a sample of the selected configuration. Because each piece is handcrafted and, where present, set with natural gemstones, the finished creation may present slight variations in the workmanship and in the characteristics of the stones — the mark of an authentic hand and of nature itself, not a defect.

Yes, to every destination except those to which shipping is not permitted under applicable export regulations. Insured shipping is offered by the Maison on every order. For any question about a specific destination, write to info@torrini1369.com before ordering.

Yes. For deliveries to the United States, the price shown on the Site is final: duties and import taxes are included, and no additional charge will be requested on delivery. Every shipment is insured until it reaches you.

For the destinations listed below, yes — the price shown is final, and should duties or import taxes nonetheless be requested from you on delivery, the Maison will refund the amount upon presentation of the receipt. For all other destinations, any duties, import taxes and customs charges applied by the destination country are borne by the recipient and collected by the carrier or the local customs authority on delivery.

United States, Canada, United Kingdom, European Union (all member states), Switzerland, Norway, Australia, Japan, South Korea, Singapore, Hong Kong, Taiwan, United Arab Emirates and Saudi Arabia. For any other destination, including countries with particularly high import charges, such as Brazil and China, we invite you to speak with the Maison before ordering: we will be glad to find the most suitable solution together.

Shipments are entrusted to DHL Express and, for certain destinations, to FedEx; every shipment is insured until delivery, worldwide. Your creation travels in the Torrini 1369 packaging, accompanied by its Certificate of Origin.

Every shipment is insured until delivery. Should a creation be lost in transit, the Maison, having ascertained the loss with the carrier, will inform you and craft a new piece to the same specifications, at no cost to you, delivered by insured shipping within 45 working days of that communication.

Yes. The creation is delivered only against the recipient's signature — a requirement that cannot be removed or modified, as it protects your creation until it is in your hands. Should the parcel present any anomaly on delivery, please report it to the carrier and contact the Maison promptly at info@torrini1369.com.

You will be notified when your creation is shipped and will receive the tracking references at the time of dispatch. For any question along the way, the Maison is at your disposal by email, live chat or WhatsApp.

Every creation is made to order. You may cancel your order within 48 hours of the Order Confirmation, without giving any reason. When the 48 hours expire, dedicated production begins and the order becomes final: made-to-order creations can no longer be canceled or returned. For consumers residing in the European Union, the European Economic Area and the United Kingdom, the statutory right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized, pursuant to Article 59(c) of the Italian Consumer Code; for clients residing elsewhere, all sales are final on made-to-order pieces, within the limits of any mandatory rules applicable in your country of residence. Your rights under the legal guarantee of conformity remain unaffected. Full details are available in the Returns Policy.

Because each creation is brought into being for the person who orders it — crafted individually, after the order, in the model chosen, the metal selected and the size indicated, and, where requested, with a personal engraving. It is not taken from a shelf: it exists because you ordered it. That is also why the 48 hours following the Order Confirmation are reserved for you, before production begins.

Our size guide provides Italian sizes as the primary reference, with international conversions. If you are uncertain, a complimentary pre-purchase consultation is at your disposal: the Maison will be glad to guide you toward the correct measurement by email, live chat or WhatsApp. Sizes not shown on the product page can be requested before ordering.

Size and length are production specifications: your creation is made in the measurement you confirm at the time of order. The Maison does not guarantee that the size can be modified once the creation has been made — many creations, by the nature of their workmanship, do not allow it, and where technically possible the adjustment is limited. For this reason, we invite you to verify your selection with the greatest care before ordering, using the size guide and our pre-purchase consultation.

The Maison is at your disposal to help you. Any adjustment of the size, where technically feasible, is assessed individually, at the Maison's discretion and on the conditions communicated to you before any work begins; it is a courtesy of the Maison and not a contractual obligation. The insured shipping costs, both ways, and any import duties and taxes relating to sending the creation for adjustment and returning it are borne by the client, who is informed before dispatch. This does not apply if the creation was not made in the size indicated at the time of order: in that case, the legal guarantee of conformity applies. Write to info@torrini1369.com with your order number and we will examine your situation together.

Every creation is accompanied by the Torrini 1369 Certificate of Origin, documenting its configuration and its realization by the Maison. The Certificate attests to the origin and making of your creation; it is not an appraisal and does not constitute a valuation of its economic worth.

The Maison works exclusively with natural diamonds. Where a gemological certification, such as GIA, accompanies a stone, it is expressly indicated in the creation's specifications and delivered with the piece.

Yes. The Maison works with natural gemstones: rubies, sapphires, emeralds, and diamonds, selected from the world's leading gem hubs. Each stone is naturally unique, and its characteristics make your creation unrepeatable in its details.

In Florence. Each creation is handcrafted one by one by the goldsmiths selected by the Maison.

Payment is due in full at the time of order, through the methods available at checkout: payment cards (Visa, Mastercard, American Express, Cartes Bancaires, Postepay), PayPal, and bank transfer.

Yes. Payments are processed by secure, certified payment providers, and transactions on the Site take place over an encrypted connection. The Maison does not store your complete card details.

Yes. In the case of bank transfer, the Maison acknowledges receipt of your order pending payment and sends the Order Confirmation once the funds have been received: the 48-hour cancellation window and the delivery time run from that moment. Should the funds not be received within 7 days of the order, the order lapses at no cost to you.

Store it in its Torrini 1369 case, wrapped in tissue paper, separately from other jewelry. Put it on after perfume and cosmetics, and remove it before swimming, sports, household tasks, and sleep. At home, clean gently with lukewarm water, a drop of mild soap, and a soft brush; for anything more, entrust your creation to the Maison. Full guidance is available under Guarantee & Care.

Yes. The Maison remains at your disposal over time for the care of your creation, professional cleaning, verification of the prongs and stones — as part of its after-sales service. Professional cleaning is offered with the compliments of the Maison; any further intervention is assessed individually and quoted before proceeding.

The Maison provides the same attention at a distance: photographs and a conversation are often sufficient for an initial assessment, after which we will advise on the appropriate next step. Where the creation needs to travel, insured shipping is organized together, and the related costs and any import duties are communicated to you before dispatch.

With pleasure. The Maison welcomes you in Piazza del Duomo, in the heart of Florence — to see the creations in person, to be guided in your choice, or to have your jewel examined. You may request an appointment by writing to info@torrini1369.com.

Contact the Maison at info@torrini1369.com or on WhatsApp at +39 3466638472, quoting your order number and attaching photographs. Where the defect appears plausible, the Maison arranges the collection of the creation by insured shipping at its own expense and, once a lack of conformity is established, applies the remedies provided by law; should the examination reveal no lack of conformity, the collection and return costs remain at your charge, as you are informed before collection. The outcome is communicated to you in writing, with the relevant reasons. Slight artisanal variations and the natural characteristics of gemstones, declared before purchase, do not constitute a defect.