Your TI SENTO - Milano jewellery is important to us.

Please read below for details

Defective or incomplete item


My jewellery is broken

Did you receive the product less than 30 days ago from TI SENTO - Milano.com? Then you can return the product free of charge from within the Netherlands, together with the return form that you received with your order. 

Is it more than 30 days since you received the product?
Then you can also return the product to us free of charge from within the Netherlands. To do this, use the Repair Form. The product will be replaced if possible. If this is not possible, the customer service team will always contact you first, using the e-mail address you provided on the repair form.

Within the warranty conditions, there will be no costs for this exchange. If the product cannot be exchanged within the warranty period (e.g. because the product is sold out), we can have the product repaired in the atelier. This always involves costs. The customer service team will contact you first to inform you about the costs.

If you did not purchase the product online through TI SENTO - Milano.com, please contact the corresponding TI SENTO - Milano dealer where you purchased the product for service.

Where can I hand in my repair shipment?
For returns sent from within the Netherlands: You can hand in the parcel with the product you wish to return for repair free of charge at one of the PostNL points in your area. When you return the package, you will receive a proof of shipment with a Track & Trace code on it, with this code you can track your return.

Please keep this proof until you have received a e-mail from TI SENTO - Milano, which states that we have received your repair in good order.

You can also choose to return your package via another delivery service, in which case only the costs for the return are for your own account. TI SENTO - Milano will not reimburse these costs.

For returns sent outside the Netherlands: You can hand in the parcel at a post office that sends international shipments. For more information please contact our customer service team. 

I have received a defective or incomplete item
If you have received a defective or incomplete product, please contact our customer service team directly. They will further assist you in the steps to be taken to ensure that you can start wearing your new and complete TI SENTO - Milano jewellery as soon as possible.

I have received a necklace without a clasp
Several models of the necklaces are designed with two connectors instead of a clasp. These necklaces are not incomplete, but should be worn with a pendant with a clip ring, which serves as closure. The matching clip rings are separately available on the webshop of TI SENTO - Milano. 

Warranty


Do I have a warranty on my TI SENTO - Milano jewellery?

The warranty on TI SENTO - Milano products is valid for 24 months from the date of purchase on manufacturing defects. This is an additional guarantee from TI SENTO - Milano, which does not affect the statutory warranty.

For damage and/or defects that are the result of normal wear and tear, a warranty period of 6 months applies. Your TI SENTO - Milano product will be replaced free of charge (provided the product is in stock), in so far as the defect is within the warranty period. Improper use, disassembly or repair by persons other than authorised TI SENTO - Milano specialists are not covered by this warranty. This warranty does not affect the consumer's rights and claims under applicable national legislation.

Should your product be damaged within the warranty period, your product will be exchanged for a new one (provided the product is in stock). No costs will be charged for this.

If your product cannot be exchanged within the guarantee period, for example because the product is no longer in stock. Then we can have the product repaired in the atelier. This always involves costs. Our customer service team will contact you first to inform you about the costs.

The legal guarantee applies to all products you buy from us. This means that a product is or should be what the consumer may reasonably expect from it.

When is the warranty on my TI SENTO - Milano jewellery not valid?
If the product has been subjected to improper use, for example bumping or dropping, you are not entitled to a replacement. If the defect is within the range of normal use of the product (such as wear and tear), you are also not entitled to a replacement. Unless it is covered by the above stated warranty.

You may then return your product for repair or exchange at a charge. You will first receive an estimate of the cost of repair or exchange from our customer service team. The repair will not be carried out without your agreement to the quotation.

I have not received or have lost my guarantee certificate
It is not a problem if you no longer have the original TI SENTO - Milano guarantee certificate. You can alternatively use a copy of your proof of purchase to prove that your jewellery is still covered by the guarantee. The date of your purchase/invoice is leading as warranty date.

What are the repair costs for my product?
If the customer service team determines that the defect is within the warranty terms and conditions, the product will be replaced free of charge. If the product cannot be exchanged for a new product within the guarantee period, we can have the product repaired for you in the atelier. This always involves costs. The customer service team will contact you first.

Is the repair outside the warranty? Then there are always costs associated with the repair or exchange. The customer service team will contact you first to inform you of the costs. The repair or exchange will only be processed after you have agreed to the quotation. Do you disagree with the costs? Then we will return the product to you (free of charge) unrepaired.

How do I pay the costs of repair?
The customer service team will send you the repair cost quotation by e-mail in advance. After your approval, an invoice will be created and sent to you by e-mail, after which you can pay the invoice via a payment link.

What are the return costs within the guarantee period?
For returns sent from within the Netherlands: You can hand in the parcel with the product you wish to return for repair free of charge at one of the PostNL points in your area. When you return the package, you will receive a proof of shipment with a Track & Trace code on it, with this code you can track your return.

Please keep this proof until you have received a e-mail from TI SENTO - Milano, which states that we have received your repair in good order.

You can also choose to return your package via another delivery service, in which case only the costs for the return are for your own account. TI SENTO - Milano will not reimburse these costs.

For returns sent outside the Netherlands: You can hand in the parcel at a post office that sends international shipments. For more information please contact our customer service team. 


Repairs


How long will it take to have my product repaired?

We aim to process all received repairs within 14 days. All repairs are checked and handled by our own customer service team.
To keep repair times as short as possible, we will replace the defective product with a new one (if the product is in stock).

Does your product have sentimental value? Then we can well imagine that you do not want to have the product replaced. The product can then be repaired for a charge in the atelier. The customer service team will send you an estimate of the cost of repair in advance.

After your approval, your TI SENTO - Milano jewel will be made like new again in the atelier, the repair time is between 10 and 12 weeks.

Please note: That if you have shipped the defective product from outside Europe, the handling of the repair may take longer than 14 days because it takes longer for the package to be delivered.

How do I track the status of my repair?
The customer service team will keep you informed by e-mail. As soon as the product has been repaired in the workshop, we will send you an e-mail before the return shipment.

Are you curious about the exact status in the meantime? Then the customer service team will be happy to help you!

The product I bought is not exactly my size, can it be adjusted?
TI SENTO - Milano designs all products in the most common sizes. With products that are available in multiple sizes, it is always mentioned in which sizes the product is available.
Although adjusting a TI SENTO - Milano jewel is possible for a jeweler / goldsmith, we strongly advise against it. In designing the jewellery of TI SENTO - Milano, guaranteeing the quality is of paramount importance. An adjustment to the jewel ensures that TI SENTO - Milano no longer has control over the quality and therefore the warranty lapses immediately.

My jewellery item has been adjusted by a jeweller and/or TI SENTO - Milano dealer. Will the warranty still be valid?
Although adjusting a TI SENTO - Milano jewel is possible for a jeweler / goldsmith, we strongly advise against it. In designing the jewellery of TI SENTO - Milano, guaranteeing the quality is of paramount importance. An adjustment to the jewel ensures that TI SENTO - Milano no longer has control over the quality and therefore the warranty lapses immediately.

My jewellery has sentimental value but is broken
Does your product have sentimental value? Then we can well imagine that you do not want to have the product replaced. The product can then be repaired in the atelier at a charge. The customer service team will send you an estimate of the cost of the repair in advance.

After your approval, your TI SENTO - Milano jewellery will be made like new again in the atelier, the repair time is between 10 and 12 weeks.
For more information please contact the customer service team.

Ordering parts


The stone or pearl in my jewellery item is damaged. Can I repair it myself?

We do not recommend to repair or adjust a TI SENTO - Milano jewel yourself, also we do not recommend to let a jeweler/ goldsmith do that. In designing the jewellery of TI SENTO - Milano, ensuring quality is of high priority. An adjustment to the jewel ensures that TI SENTO - Milano no longer has control over the quality. This will void the warranty.

Can I order separate parts for my jewellery item?
Through TISENTO-Milano.com only complete products can be ordered. Separate parts such as stones, crystals, pearls, links or clasps are not available on the website and/or from our Customer Service department.

I have lost the closure (poussettes) of my earrings
It is possible to order loose closures (poussettes) for your earrings, you can order these by contacting our customer service team. This applies only to products purchased through TISENTO-Milano.com. When ordering the closures (poussettes), you will be asked for the details of your original order.

Can I also order just one earring or ear charm?
It is possible to order half a pair of earrings if you have lost a TI SENTO - Milano earring or an ear charm. Please contact our customer service team.
When ordering a half pair you will be asked for the details of your original order.

Maintenance


How can I best maintain my jewellery?

All TI SENTO - Milano jewellery are made of the highest quality 925 sterling silver and are made with the greatest care. All TI SENTO - Milano jewellery is platinum plated, which gives the silver an extra shine. In addition, the platinum layer provides extra protection to the jewellery and helps against the natural discoloration of silver jewellery.

To keep your jewellery in the best possible condition, there are a few things you can take into account:

  • The original TI SENTO - Milano packaging is perfect for storing your jewellery after you have worn it. If you prefer to store your TI SENTO - Milan jewellery item elsewhere, make sure you choose a place where it cannot get damaged. You should also bear in mind that individual jewellery items should not scrape against each other
  • Polish your TI SENTO - Milano jewellery regularly with a soft cloth. You can clean it with a soft toothbrush, water and a small amount of mild washing-up liquid. After polishing your jewellery, you should rinse it carefully with water and dry it with a soft cloth. Never use any chemicals, scouring pads or other abrasives to clean your jewellery
  • Discoloration of the silver is determined to some extent by the skin type of the person wearing the jewellery and the use of cosmetics. We recommend that you not put on your jewellery until any lotions you have applied have been absorbed into the skin and only after you have applied a fragrance
  • Since jewellery should be kept away from water, we recommend that you remove all jewellery items before going to the gym or playing any other sport or swimming or applying fragrance, hair spray, soap and lotion
  • In order to prevent the jewellery from breaking or otherwise getting damaged, we recommend that you only put on the jewellery after you get dressed and taking it off again before you remove your clothes
  • Do not wear your TI SENTO - Milano while performing heavy work and avoid contact with hard surfaces in order to prevent scratching and other damage. This type of damage is not covered by the extensive warranty offered by TI SENTO - Milano

  • Leather jewellery require special care. Since leather is a natural product, it may become slightly discoloured and the surface is vulnerable and easily damaged.

Can I have my jewellery polished and/or restored?
If you have bought your TI SENTO - Milano jewellery trough the webshop, you can have your jewellery polished and re-plated at the atelier for a fee. The customer service team will send you an estimate of the cost of the repair in advance.

You can return your jewellery together with the repair form. Fill in the repair form and follow the instructions on the form. Please note that the repair time takes 10 to 12 weeks.

If you bought your jewellery at a TI SENTO - Milano jeweller, you can return the jewellery at the concerning jeweller. If you have any further questions, please feel free to contact the customer service team.

Still have questions? Please contact our Customer Service team. 
They will be happy to help you!

Phone: +31 (0)88-1342888 or send an e-mail to: wecare@tisento-milano.com