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Frequently Asked Questions


Where is Italo Jewelry located?
Do you have a phone number?
Do you have a store I can visit?
How can I contact your company if I have any questions?


When will I receive my order?
If I want to change or modify my order information (e.g., color, size, billing address, shipping method), what steps should I take?
Why haven't I received an email about my order shipment?
What should I do if I didn’t receive an order confirmation email?
How do I know if my order is placed successfully?
Do all of your items ship from the USA?
Can I cancel my order?


How long does delivery normally take?
I still haven’t received my package. Where is it?
How can I track my order?
Why did the attempted delivery fail?
Why it shows that my tracking number is invalid?
Why was my package returned?
Why hasn’t my shipping information been updated?
Why does my package show as delivered when I haven't received it?
Will I have to pay customs duties, taxes or other fees?


What’s your return policy?
How to return an order?
If I'm not satisfied with your products, can I return them?
What should I do if my order over your 60 days return policy?
If I receive a wrong/damaged/defective item, what should I do?
Which items can’t be returned?
How soon will I receive my refund for the return?


What benefits do I receive by joining the Italo Jewelry membership program?
How do I join Italo Jewelry membership program?
How do I spend my points?
How do I earn points?
Where can I find my rewards?
Do I earn points on every purchase?
Do my points expire?
How do I reach gold level?
How do I cancel my membership?


What is the stone you use?
What materials are your products made from?
Will this jewelry turn my skin green?
How can I choose the right size?
How do I clean my jewelry?
Will I receive the item exactly like the pictures shown on your website?
How can I purchase a customized item?
How can I do wholesale with your company?


What payment method do you accept?
How to use the coupon code?
Can I use more than one coupon code?
Is it safe to use my credit card on your website?
Why was my payment declined?


How do I create an account?
How to change your email address?
How do I stop receiving newsletters or other marketing emails from Italo?

What if I have a question that hasn't been answered above?

We are always happy to help you with any queries you may have. Please just contact us.

Email us: [email protected]

Call us: +86 17782813572
      or 1-864-713-0791

Sun.-Fri. 8:00 PM (20:00) EST-6:30 PM (18:30) EST