FAQ
SHIPPING
When will my CITIMI order ship?
Though we will always strive to ship your order as soon as we possibly can, due to the highly detalized nature of City collection pieces we make special to order, please allow 7 - 14 Business Days (excluding weekends & holidays) for your custom piece(s) to ship from our Milan studio. For City Additions line your order will be shipped within 1-2 business days.
What carrier will you use to ship my order?
We'll use DHL/UPS for most of the international orders to ensure speed and security of your order. USPS and Poste Italiane might also be used when deemed reasonable.
What is your shipping and return policy?
You can find more on our return policy here.
Do you offer RUSH shipping?
Due to complicated nature of the pieces we create we usually require the stated number of days for creation. However, we can sometimes offer rush/express shipping options for an additional fee. To see if rush production and/ or express shipping is available for your order, please reach out to us at customerservice@citimijewelry.com for more information and rates.
Order Status
How can I know the status of the order I have placed?
Your order will be marked as "unfulfilled" in our system until it has completed production. Once it has been completed (within 7-14 business days or sooner for City Additions line) it will be prepared for shipment. Once your order has moved on to shipping, you will receive an email notification that will contain your unique carrier tracking number as well as a link to track your package on its journey to your doorstep.
How can I ask a question about an order or a product?
We are always happy to help! Please send us an email to customerservice@citimijewelry.com and we will reply to your inquiry as soon as possible (typically within 24 hours or sooner).
General Questions
When will my credit card/Paypal be charged?
Due to the highly customized nature of each piece we make special to order, we do require payment at time of purchase. We cannot resell/restock your custom piece(s) if payment is failed to be made. Because of this, payment is captured at time of sale. Unlike other items often purchased online, our custom pieces are made just for you alone.
Can you make my city?
Yes, we can for wholesale/group orders. Contact us at info@citimijewelry.com for more information.
Will you make other cities?
Yes, you can find the list here:
My order is a gift. Do you offer gift wrapping?
Yes, definitely! All our pieces are sent out beautifully packaged and gift ready. If you want, we can also send the jewelry piece to the recipient. Please simply put down the recipient's address as the shipping address when you checkout.