Return & Refund Policy

Last updated: September 11, 2026

At a glance

Return window: 14 days from the day your order is delivered.
How to start: one email to contatto@milanocupertino.com with your order number. We reply with instructions.
Return shipping: paid by you, except when the item is defective or we made a mistake — then everything is on us.
Refund: to your original payment method, within 14 days of receiving your return (or proof of shipment).
Sizing: outside the EU/UK, returns for incorrect size selection are not accepted — please use the size guide before ordering.
Restocking fee: voluntary returns outside the EU/UK carry a 15% restocking fee. It never applies to defective items, our errors, or EU/UK statutory withdrawals.
Finish & plating (incl. black rhodium): natural fading or change of tone with wear is not a defect and is not covered — the solid 925 silver is guaranteed for life.
Personalized and engraved pieces: not returnable, unless defective.

Before anything else: we would rather you never need this page. Every piece is made to order by hand, individually inspected, and sold with a detailed size guide and a Find my size tool precisely so that it fits and delights on the first try. We put real effort into helping you choose correctly before you buy — if you are ever unsure between two options, one email to contatto@milanocupertino.com reaches a real person who will help you get it right the first time, before you order.

The sections below explain every detail — including the statutory right of withdrawal for consumers in the European Union and the United Kingdom, which this policy fully respects and which is never limited by anything written here.

1. Our 14-day return promise

We want every Milano Cupertino piece to be worn, not stored in a drawer with regret. That is why you may return your order within 14 days of delivery. For consumers in the European Union and the United Kingdom, this is your statutory right of withdrawal, reproduced in full in section 13 below. For customers in the United States and every other destination we serve, we voluntarily extend the same 14-day window, so that every Milano Cupertino customer enjoys the same protection regardless of where they live.

Your statutory rights in respect of defective goods are entirely separate from this return policy and are never affected by it — see section 11 and our Warranty & Authenticity page.

2. How to start a return — step by step

Email us at contatto@milanocupertino.com within 14 days of delivery. Include your order number and the item(s) you wish to return. EU and UK consumers may use the model withdrawal form at the bottom of this page, but it is not required: a simple email is enough.
Receive our instructions. We reply within 2 business days with your return authorization and detailed shipping instructions, including exactly how to complete the customs declaration.
Ship the item back within 14 days of notifying us, following the instructions. Keep your postage receipt and tracking number — they are your proof of return.
Receive your refund. Once your return reaches us — or as soon as you send us proof of shipment, whichever comes first — we process your refund within 14 days at the latest, and usually much faster.

Please do not ship a return before receiving our instructions. International returns that travel without the correct customs declaration are routinely delayed, taxed or lost in customs, and we cannot be responsible for a return we never authorized or received.

3. Return conditions

For voluntary returns (customers outside the EU and UK), items must be unworn, in their original condition, and returned complete with all original packaging, pouches, boxes, certificates and accessories.

For statutory withdrawals (consumers in the EU and UK), the law allows you to handle the item exactly as you would in a physical shop — open the box, look at the piece, try it on. If the value of the item has been diminished by handling that goes beyond what is necessary to establish its nature, characteristics and functioning — for example, visible signs of wear, scratches, or missing packaging and certificates — we may deduct an amount corresponding to that loss in value from your refund, as the law permits. Returning the piece as you received it guarantees a full refund.

Restocking fee (voluntary returns only). For voluntary returns from customers outside the EU and UK, a restocking fee of 15% of the item price is deducted from the refund. This covers the inspection, re-certification and re-packaging that each returned piece of fine jewelry requires before it can re-enter stock. This fee is disclosed here before purchase, never applies to defective items or to an error on our side, and never applies to consumers in the European Union or the United Kingdom exercising their statutory right of withdrawal.

4. Sizes — please measure before you order

Every product page includes a detailed size guide with instructions for measuring your wrist or neck precisely, plus a Find my size tool. Please use it before ordering — it takes one minute and ensures your piece fits perfectly on the first try. If you are unsure between two sizes, email us at contatto@milanocupertino.com before ordering and we will help you choose.

Under our voluntary return policy (customers outside the EU and UK), we do not accept returns or exchanges for incorrect size selection, as the correct size is chosen by you at checkout using the tools we provide. This limitation does not apply to consumers in the European Union or the United Kingdom exercising the statutory right of withdrawal, and it never applies to defective items or to an error on our side. Where a size exchange is possible, the customer is responsible for the return shipping to our office in Fortaleza and for the reshipment cost of the new size.

5. Finish, plating and natural wear

Every Milano Cupertino piece is solid 925 sterling silver, and the silver itself is covered by our Lifetime Warranty against manufacturing defects. Precious-metal finishes applied over that silver — including 18k white gold and black rhodium — are, by their nature, surface finishes. With normal wear they gradually soften, lighten or change tone over time. This is a well-known characteristic of all plated finishes in fine jewelry, not a defect, and it is therefore not covered by the Lifetime Warranty and is not grounds for return, exchange or refund. The warranty always covers the integrity of the solid silver and any genuine manufacturing defect; it does not cover the natural evolution of a finish through use, or exposure to cosmetics, perfume, sweat, water or normal daily contact. Re-plating is available as a paid service — write to us and we will take care of it.

6. Kits and sets

Kits and sets are priced as a bundle, below the sum of the individual pieces. You may return a complete kit under the normal conditions above. If you return only part of a kit and keep the rest, your refund will be the bundle price paid minus the current individual price of the piece(s) you keep — this simply removes the bundle discount from items no longer purchased as a bundle.

7. What cannot be returned

Items engraved or otherwise personalized to your specification — these are made for you alone and cannot be resold, an exclusion expressly permitted by consumer law worldwide, including the EU and UK.
Returns for incorrect size selection, outside the EU/UK (see section 4).
Natural wear or change of a plated finish, including black rhodium (see section 5).
Items returned outside the 14-day window, without prior authorization, or (for voluntary returns) showing signs of use.

None of these exclusions ever applies to defective items or items we shipped in error — those are always our responsibility, in full.

8. Return shipping and address

Returns are shipped, at the customer's cost, to our atelier office in Brazil:

Milano Cupertino — Returns
Rua Desembargador Leite Albuquerque, 503 — Sala 1505
Fortaleza — CE, 60150-150, Brazil

Use a tracked and insured shipping service — the goods remain your responsibility until they reach us, and tracking protects you.
Mark the shipment as "Returned goods — no commercial value" on the customs declaration, exactly as detailed in our return instructions. An incorrect declaration can cause the parcel to be taxed or held at customs.
Pack the piece in its original packaging inside a protective outer box.
Return only to the Fortaleza address above — we do not accept returns to any other address, and we cannot be responsible for parcels sent elsewhere.

When the return is due to a defect or to our error, we cover the return shipping in full — we will either send you a prepaid label or refund your documented shipping cost, whichever is faster for you.

9. Inspection and processing

When your return arrives, our quality team checks it against the conditions above — normally within 3 business days of arrival. You will receive an email confirming that your return was received and, once processed, a confirmation of your refund. For statutory EU/UK withdrawals, note that we never make your refund conditional on an internal approval: the law gives you the right to withdraw, and our inspection only determines whether a deduction for diminished value applies.

10. Refunds

Refunds are issued to the same payment method used for the purchase, at no cost to you.
We process your refund within 14 days of receiving the return or your proof of shipment — usually much sooner.
The refund covers the full price paid for the returned item(s), including standard delivery costs where required by law.
After we issue the refund, your bank or card issuer may take an additional 5–10 business days to post it to your account — this timing is theirs, not ours, but if anything looks stuck, write to us and we will chase it with the payment processor.

A note on chargebacks: if anything ever goes wrong with an order, please contact us at contatto@milanocupertino.com before opening a dispute with your bank. We resolve virtually every issue faster — and more generously — than a chargeback process ever will. We keep full records of every order, delivery, tracking and communication, and we respond to disputes with that documentation.

11. Defective, damaged or incorrect items

If your piece arrives damaged, defective, or is not what you ordered, we make it right — completely and at zero cost to you. To process any defect, damage or wrong-item claim, we require clear photos of the item and of all packaging (inner and outer), sent to contatto@milanocupertino.com with your order number within 48 hours of delivery. These photos are how we verify the claim and open an insured investigation with DHL, so please keep all packaging until the matter is resolved. You choose the remedy:

a replacement of the same piece, shipped by DHL Express at our cost;
an equivalent piece of the same value; or
a full refund, including all shipping costs.

This is in addition to — never instead of — your statutory legal guarantee rights and the Milano Cupertino Lifetime Warranty, described on our Warranty & Authenticity page. To be clear, this covers genuine manufacturing defects and transit damage; it does not cover the natural wear of a plated finish (section 5) or damage caused by misuse, accident or normal wear and tear.

12. Cancellations, refused parcels and gifts

Cancelling before dispatch: email us as soon as possible. If your order has not yet shipped, we cancel it and refund you in full immediately. Once dispatched, the normal return process applies.
Refused or unclaimed parcels: if a parcel is refused at delivery or not collected and is returned to us, we will contact you to arrange reshipment or a refund. For consumers in the EU and UK, a refusal within the withdrawal window is treated as a withdrawal.
Gifts: refunds are always issued to the original payment method — that is, to the person who paid. If you received a Milano Cupertino piece as a gift and need a different size or piece, write to us and we will find a discreet solution.

13. Statutory right of withdrawal — consumers in the European Union and the United Kingdom

Instructions on withdrawal. You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquires physical possession of the goods (or of the last item, in the case of an order delivered in multiple shipments).

To exercise the right of withdrawal, you must inform us — PACF Digital Ltd. Co., 1209 Mountain Road Pl NE, Ste N, Albuquerque, NM 87110, United States, email: contatto@milanocupertino.com — of your decision to withdraw from this contract by an unequivocal statement (for example, an email). You may use the model withdrawal form below, but it is not obligatory. To meet the withdrawal deadline, it is sufficient that you send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal. If you withdraw from this contract, we shall reimburse all payments received from you, including the costs of delivery (with the exception of supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event no later than 14 days from the day on which we are informed of your decision to withdraw. We will carry out the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earliest.

You shall send back the goods without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal to us. The deadline is met if you send back the goods before the 14-day period has expired. You bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exception: the right of withdrawal does not apply to goods made to your specifications or clearly personalized (for example, engraved items).

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: PACF Digital Ltd. Co. Email: contatto@milanocupertino.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
Ordered on (*)/received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.

Frequently asked questions

Do I need to give a reason to return?
Within 14 days of delivery, EU/UK consumers need no reason. Outside the EU/UK, returns follow the conditions above — in particular, incorrect size selection is not a valid reason (section 4).

The black rhodium changed colour after a few months. Can I return it?
No — that is the natural behaviour of a plated finish, not a defect, and it is not covered (section 5). The solid 925 silver underneath is guaranteed for life, and we offer paid re-plating if you'd like the finish refreshed.

Can I exchange instead of returning?
Where an exchange is possible, the fastest route is to return the original piece and place a new order. Write to us first: we handle exchanges personally. The customer covers return and reshipment shipping unless the item was defective or wrong.

The clasp broke after three weeks. Is that a return?
No — that is a warranty case, and a genuine manufacturing defect is covered for life. See our Warranty & Authenticity page.

Who pays customs on the return?
Nobody should. Follow our return instructions and mark the parcel as returned goods, and no duties apply. This is exactly why we ask you to contact us before shipping anything back.

My question is not here.
Write to contatto@milanocupertino.com — a real person from our team replies, in English, within 2 business days.