FAQ

Payment by CREDIT CARD

If the card is authorized, the payment will be charged immediately and you will receive an order confirmation email. If the card is not authorized, the payment will not be charged and we will notify you that your bank or credit institution has not authorized the transaction.
Please remember that even if a payment is unsuccessful, it may appear that the amount has been withdrawn from the card, as some credit institutions may hold the amount for a short period of time (normally up to 10 business days).

Payment by PAYPAL

The payment will be charged immediately and you will receive an order confirmation email.

Payment by SCALAPAY
Upon purchase confirmation, you will be redirected to Scalapay, where you will need to log in or create a profile to proceed with the payment of the first installment (equal to one-third of the total order value). The next 2 installments will be charged in the following two months.

Don't worry, there are several reasons why this might happen:

• Check that the card details are correct (e.g., expiry date and card type);
• Make sure you have entered the security code correctly (i.e., the three digits on the back of the card);
• Your bank may have declined the payment; for security reasons, we are not provided with further information, so you should contact them directly;
• Make sure you have 3D Secure activated on your card (i.e., the temporary code sent via SMS to your mobile phone to make the payment securely); if not, contact your bank to activate it;
• If the problem persists, enter the details of another card and try again. If you are still unable to resolve the issue, please send an email to our customer service at shop@sagapo.it providing as much information as possible (including any error messages) and we will provide further suggestions.

At the moment, we do not accept cash on delivery or bank transfers. However, we do accept all reloadable credit/debit cards belonging to the Visa or MasterCard circuits, as well as PayPal and Scalapay.

The data provided will not be forwarded to third parties. All data received are subject to strict data protection regulations. The transmitted data will be used exclusively to offer a personalized service and to facilitate purchases and navigation. Cookies are used to personalize and adapt products and services to customer preferences. However, the user can choose whether to enable or disable cookies, without this negatively affecting the course of future transactions.

The flow of data transmitted by the user, such as the credit card number, is protected and encrypted through the use of specific system protocols (SSL). To protect customer purchases made with a credit card, the CVV code will be requested for each order. Thanks to this security system, the customer's credit card data will be completely unreadable by third parties.

Unfortunately, no, it is not possible to choose a specific time or day. All orders are processed automatically, and we are unable to modify shipping and delivery times.

When your order is shipped, you will receive an order tracking code and the web address where you can track the delivery status of your shipment online and find out the estimated delivery date for your order. Don't worry if the tracking link is inactive or incorrect; it will become active within 24/48 working hours, and you will be able to view the delivery date.
If you have not yet received the email to track your order, you can check its status by accessing the My Orders section of your account.

S’Agapõ guarantees delivery within 3-5 working days for orders placed Monday to Friday before 3:30 PM. For Basilicata, Campania, Calabria, Puglia, and the islands, delivery may take an additional day.
Deliveries take place during office hours from Monday to Friday, excluding public holidays.

If the estimated delivery date has passed but your order has not yet arrived, before contacting us please make sure you have checked the following:

• Check your shipment tracking: track the progress of your package using the link sent to you in the shipping confirmation email.
• Check the delivery address: check in the order confirmation email that the delivery address and your contact information are correct. In particular, make sure that the recipient's name, the one selected for the delivery address, is on the intercom/doorbell and that the address details include the house number, building, and apartment number.
• Check if the courier left a delivery attempt notice: your order may be at the courier's depot ready for collection, or the courier may be waiting to be contacted to reschedule delivery.
• If you have not yet received your package or rescheduled its delivery after following all the steps, contact our Customer Service at this email address: shop@sagapo.it.

Returns are always free within 30 days from the shipping date. Click here to learn about all the steps of the return procedure.

It's not possible to exchange purchased items, but you can return them free of charge and, if you wish, reorder them.

It is not possible to return an item purchased from the S’Agapõ online shop to an authorized S’Agapõ retailer. To make a return, please proceed with the return request by logging into your account.

You can track the shipment of your return using the tracking number and/or the waybill number provided on the return label (usually the series of numbers and letters below the barcode), by using them to search for the package on the courier's website. Please note that it can take up to 7 working days (excluding weekends and public holidays) for your return to reach our warehouse.
If you do not receive a refund confirmation email within the established timeframe, please contact us at shop@sagapo.it, providing your name, order number, and return details.

S'Agapõ will proceed with the refund for the cost of the goods shipped, within the legal terms (30 days), only after receiving the goods and checking that all requirements have been met. It may take up to 7 working days (excluding weekends and public holidays) for your refund to be issued.

Refunds cannot be made to cards or methods other than those used for the purchase.

If the card used to place your order has been lost, stolen, or deactivated, don't worry. If the account linked to your card is still open, we will still be able to complete the refund. We remind you that we cannot refund the value of your order to a different card.
If your refund is not visible after 7 business days from the confirmation of the credit, please contact our customer service at shop@sagapo.it.

If you cannot log in to your account, it is likely that you have not confirmed your registration. Please check your inbox for the "registration confirmation" email and click on the link to confirm.
If you have not received the registration confirmation email, we recommend checking your email's spam folder, otherwise you can contact us via the dedicated form in the Contacts section; it could be a simple technical glitch.

To make a purchase, you must register on the site.

If you have not received the confirmation email, please first check your email's spam folder. Otherwise, you can contact us using the dedicated form in the Contact section, and we will provide further assistance.

If the estimated delivery date has passed but your order has not yet arrived, before contacting our customer service at shop@sagapo.it, please make sure you have:

• checked the progress of your package using the shipping tracking information received via email;
• verified that the delivery address is correct and complete with a house number and name on the intercom;
• checked if a delivery attempt notice was left or if the package was left with a neighbor.

Compare the items in the order confirmation with those in the package to ensure nothing is missing. If anything is missing, please contact our customer service at shop@sagapo.it, including your name, order number, and photos of the jewelry you received. We will do our best to resolve the issue as quickly as possible.

We are very sorry if you received an item that does not match what you ordered. Please contact our customer service immediately at shop@sagapo.it, stating your name, order number, and attaching photos of the jewellery you actually received. We will try to resolve the issue as soon as possible.

We are very sorry if you received a defective product and want to help you resolve the issue as quickly as possible. Please contact our customer service at shop@sagapo.it as soon as you discover the defect and provide as many details as possible. In the email, please state your name, order number, the defective item, and the defect in question, attaching photos of the jewel as well. A customer service representative will find a solution and respond to your request as soon as possible.

All our jewelry is covered by a warrantyfor 2 yearsfrom the date of purchase. We invite you to fill out and keep the warranty card, which you will find inside the package, with the requested data, so that you always have all the necessary information at hand should you need to claim the warranty.

If your jewel has been damaged and is covered by warranty, you can use the repair service free of charge. Each defective item will be examined and evaluated by the assigned technicians. Depending on the circumstances, the product may be repaired or replaced with an identical product. To initiate a repair procedure, please write to our customer support at shop@sagapo.it, providing your name, order number, and attaching photos of the damaged jewel.

The warranty covers manufacturing defects and material defects under normal conditions of use. However, it does not cover accidental damage due to negligence, tampering by agents or sales personnel not authorized by S’Agapõ, unauthorized repairs, or any other factor not related to material imperfections and workmanship.

To receive assistance, please contact us at shop@sagapo.it by sending your request, including your name, order number, and if possible, attaching photos of the defective product. You will be provided with all the instructions to send the product for repair.

For regular cleaning of your jewelry, use a soft, dry cloth or one dampened only with cold water.
Do not clean with detergents or chemicals, hot water, or ultrasonic systems. It is preferable not to immerse the jewelry in water and not to use it in the shower (it is best to avoid contact with hot water). Do not expose to excessive heat sources and do not leave the jewelry exposed to the sun for prolonged periods.