Faqs

How can I change my password?

If you have forgotten your password or simply want to change it, click on the "Don't you remember the password?" link found in the log in area to your account. Enter your e-mail address, submit your request, and follow the instructions you will receive via e-mail.

How can I change my personal data?

You can change them directly in the "Your Addresses" section within your account.

How can I subscribe to the newsletter?

You just have to click here.

How can I unsubscribe from the newsletter?

If you wish not to receive our newsletters and promotions you can unsubscribe by clicking on the unsubscribe link at the bottom of the email.

How can I delete my account?

In order to delete your account on Amencollection, contact us at customercare@amencollection.com specifying your request.

I cannot log in, what can I do?

If you cannot log into your account we suggest to double check if your email and password are correct. If you don't remember your password click on " Don't you remember the password? " and follow the steps, otherwise reach out to customercare@amencollection.com and we will guide you.

How can I sign up?

In order to create your personal account on Amencollection, you need to click on this link and type your email and a registration password that you will need whenever you would like to log onto your account.

How can I place my order?

In order to place an order on Amencollection.com you need to click on the item you wish to purchase, select the size when required, click on the "add to cart" button and proceed with your purchase. Once you choose to purchase as a guest or registered user, you can add the shipping and payment data. Afterwards, you will receive an email notification that will ensure your order was placed correctly. Once we hand your order off to the courier you will receive an email with the tracking code. Please, make sure to check the spam folder of your email.

Do I have to sign up to place my order?

No, in Amencollection.com you can place your order as a guest. You will need to provide your email and proceed with the shipment and payment steps. Bear in mind that all the info about your order will be sent to the provided email.

What should I do if I haven't received the confirmation email?

If you didn't receive the order confirmation email, we suggest to double check the spam folder of your email. If you can't find it there, then write an email to customercare@amencollection.com and we will send it again.

How can I check my order status?

We will inform you via email once the order is handed off to the courier and will be ready for delivery. If you have an Amencollection account you can check on your order status in the orders page. If you made your purchase as a guest you can access the page "Order check", and input your email and order number to check on the status.

Can I cancel my order?

Yes, you can cancel an order before it is handed off to the courier. Contact us at the email customercare@amencollection.com and we will proceed to cancel your order and issue the refund.

Can I modify the items or shipping address of my order?

Once placed, the items or payment methods of your order cannot be modified. You can contact us to change the shipping address information calling +39 0575 1696380 customer service from Monday to Friday 10am-1pm / 3pm-5pm GMT+2

What can I do if my order is unclaimed/not delivered?

The courier will try to deliver twice and after each attempt, you will receive an email notification stating that the delivery was unsuccessful. After the second attempt, your order will go to unclaimed mail at the closest branch and only the Amencollection customer service can proceed to release the package for it to be delivered the following working day.

I was gifted a jewel, can I ask for an exchange/ return and refund?

Only the person who purchased the item can request a return or size exchange.

What can I do if I receive a damaged package?

If you receive a damaged package, contact us immediatly at customercare@amencollection.com, attaching a picture of the package and reject the delivery

What happens if an item of my order is out of stock?

If a product is not available for immediate delivery, it means that we are waiting for the restock from the supplier. In this case your order will be shipped once complete. If your order consists of items that are both in stock and temporarily out of stock we will ship the order once complete, if you would rather receive immediatly the items that are in stock we will charge you the shipping costs for the additional shipping.

What can I do if I receive a faulty product?

We are deeply sorry if you received a faulty product. In these cases, we ask you to send us a photo to customercare@amencollection.com in order to verify the defectiveness of the product for us to be able to solve the issue promptly.

How can I ask for a repair of a product?

It is possible to ask for a repair of a product, we ask you to write to customercare@amencollection.com , and we will contact you to assess the cost of the repair.

Which courier is available?

In Italy we ship with BRT and GLS, in EU countries, we ship with BRT In the other countries we ship with DHL.

How long does it take for the delivery?

We process orders from Monday to Friday, the delivery is due within 1 to 3 working days from the shipping date for Italy, while for foreign orders it will take between 2 to 5 working days. After the shipping you will receive the tracking code. Please bear in mind that the delivery time starts from the moment in which the order is shipped and not from when it is placed. The delivery time only covers working days and not festivities; the delivery time is approximate, and potential delays due to the courier or third parties are not ascribable to us. During the sales or promotions period or Christmas time, the order processing might experience delays due to the large number of orders to ship.

How much does the shipping cost?

In Italy, the shipping is free for orders over 30€, unless a free shipping promotion is active. Otherwise, the cost for shipping will be 5€. For EU countries the cost of shipping is 9€, for extra EU countries the cost is 30€.

Is it possible to deliver my order to an Amen store?

No, we currently don't provide this service. The orders placed in our online shop are only delivered to a residence.

Is it possible to deliver my order at a pick-up point?

No, we currently don't provide this service. The orders placed in our online shop are only delivered to a residence.

Where is my order?

We will inform you with an email once your order is given to the courier and will be ready for delivery. Please consider 1 to 3 working days for delivery once you've received the email with the tracking number. If you have an Amencollection account you can still monitor your order status in the section "Your orders". If you placed the order as a guest, you can access the "Order check" page, and input the order number to check the status.

How can I monitor the delivery of my order?

Once your order is handed out to the courier you will receive an email with the link to the tracking number. You will need to click on the link to monitor the package route from our warehouse to the address you specified in the order. If you haven't received your email, check the spam folder.

What can I do if I have problems with the delivery of my order?

If the courier finds it difficult to deliver your order it is possible that it has already tried twice to deliver and that your order is "unclaimed", waiting for additional information. Only Amencollection Customer Care can provide the info and let the package be out for delivery the following working day. Write an email to customercare@amencollection.com .

My order hasn't been delivered yet, what should I do?

If the estimated date for delivery has passed but your order hasn't arrived yet, before contacting us make sure to:

-check the delivery tracking number

-check your email, also the spam folder, the courier might have sent you a notification of the delivery attempts

-if the package is unclaimed and you haven't reached out to us, please write an email to customercare@amencollection.com

-make sure the address is correct and the right first and last name are visible on the doorbell.

If you still are uncertain and haven't received your package, you can write to Customer Care at customercare@amencollection.com .

Do I have to pay customs fees?

For extra EU countries the custom fees are charged to the client, you will be notified by the courier to proceed with the customs clearance.

What should I write in the delivery note section of the order?

In the delivery note section you should write whatever info you need to provide the courier, please note that Amen is not responsible if the courier does not follow the instructions you provided.

Which payment methods are available on Amencollection?

On Amencollection.com you can use the method of payment that is more convenient for you. You can pay on delivery (only in Italy), with credit card, debit card, via PayPal or payment by instalments via Scalapay (only in Italy). We also accept payment via bank transfer, in this case we will process the order once the amount is credited on our account. For more information regarding payments you can go to our payments page.

How can I ask for the invoice?

After making your purchase you need to send a request to customercare@amencollection.com before the order is shipped. We suggest to write to us straight away so that we can issue your invoice before the shipping.

Why can't I make the payment?

Do not worry, there may be different reasons for which the payment doesn't go through. We ask you to check:

-If you credit card is expired: contact your bank!

-If you reached the limit on your credit card: check with your bank.

-If you made a mistake in typing the data: check the correctness of data.

-If you correctly wrote the security code (the three digits you find on the back of your card)

-If the data of the card are correct (such as emission date and type of card)

If the payment still isn't working after the check, please try another payment method. PayPal for instance is a practical and secure method.

Can I make a payment by instalments?

If you are purchasing from Italy, you can choose to pay by instalments with Scalapay. Scalapay allows you to pay your order in 3 instalments free of interests. After confirming the order data, you will be asked to access your Scalapay account to process the payment. If you don't have an account, you can sign up and log into the account before placing the order. We inform you that the first instalment will be charged after placing the order, while the other two will be charged in the following two months. Scalapay will notify you in advance before charging. It is a free-of-charge service if the instalments are paid within the due date. If one or more instalments are not paid within the due date, you will be charged a delayed payment fee.

Is the payment in Amencollection secure?

Do not worry, your data are safe with us! All payment procedures are through protected connection, directly linked to the bank and online payment service provider; your data are transmitted in an encoded method through SSL protocol for which all the information included in our website are archived in a safe and protected environment.

How can I return the product?

Asking for a return is easy and quick on amencollection.com, you just need to follow the procedure described in the Return page at this link.

Is the return free of charge?

No, the shipping is paid by the client, you can contact the most convenient courier for you and follow the given instructions. You can follow our instructions at this link.

How much time do I have to make a return?

If you are not happy with your purchase you can return it within 30 days from the delivery date, following the steps at this link. Once all the requirements are verified, we will proceed to issue the refund. Once the procedure is complete the package needs to be sent to Croce del Sud within 14 working days from the form reception.

Can I ask for a refund at an Amen store?

No, at the moment it is not possible to make a return and ask for a refund at an Amen store.

Can I return an item at a pick-up point?

No, at the moment it is not possible to return from a pick-up point.

What is the method of payment for the refund?

You will receive your refund with the same method of payment that you used to make your purchase. If you picked an instalment payment, Scalapay will issue a refund for the instalments you already paid on the card you used to place the order while the future instalments will be cancelled. In case of a partial return, the amount of the return will be deducted from the unpaid instalments that will be reduced or cancelled and, if necessary, you will be refunded the instalments you already paid fully or partially. For the pay-on-delivery orders the refund will be issued only through bank transfer, in this case, please write an email to customercare@amencollection.com specifying the order number and article code that you would like to return. For the pay-on-delivery orders, the additional cost of 1,39€ will not be refunded. Potential shipping fees that you paid in the purchase will not be refunded.

When will I receive my refund?

Our warehouse will process your request as promptly as possible, it will take up to 5 working days (potential additional time for busy periods such as Christmas time or sales). Once the requirements are verified, we will issue your refund, the time for the transfer will vary on the method of payments and banks.

What can I do if I receive a faulty product?

How can I find my perfect ring size?

Finding the right size Amen ring is easy with our ring sizer! On each ring product page you will find an innovative size guideline. Just use your smartphone and everything will be so easy. If you follow the procedure correctly, your size will be perfect. If you are uncertain between to sizes, we recommend to pick the bigger one: often fingers are swollen at the end of the day with respect to mornings or in warm or cold weather. Keep in mind that our hands are not perfectly identical and that often the fingers of our dominant hand are bigger. It is possible that rings with the same size might have different wearability according to their design: band rings, for example, have a smaller wearability.

I purchased the wrong size, what can I do?

If you purchased the wrong size, you can request the correct size by following the procedure at this link.

I received an article I don't like, can I exchange it without placing a new order?

No, currently it is not possible to exchange an article with another one. You can return your order and place a new order with the desired product.

Can I receive a voucher instead of a refund?

No, we can't issue vouchers. You will receive the refund with the same method of payment you used for your purchase.

How it works the Warranty?

Under Title III of Leg. Decree no. 206/2005 “Consumer Code”, Amen branded products are covered by a 24-month legal warranty for defects in conformity existing at the time of product delivery. A product is considered compliant if, at the time of delivery, it is suitable for the use for which goods of the same type are usually used, it has the usual quality and performance of an item of the same type and it matches the description made by the seller (e.g., as shown on the advertising material). This legal warranty applies only if the product is used correctly, for its intended use, and by the operating and maintenance instructions provided with the product. Normal wear due to use, improper use and oxidation are not covered by the warranty. Any defect in product conformity must be reported within two months of its discovery. For the products covered by warranty, Amencollection reserves its right to repair or exchange them. To ask for a repair of a defective product, contact our Customer Service at this link, for additional warranty information, click here.

I received a jewel as a gift, can I ask for a replacement or refund?

Only the person who purchased the item can request a return or size exchange.

How can I receive my refund if my credit/debit card is no longer valid or has expired?

For security reasons, the refund will only be issued on the original card used for the payment. If the original card has expired or is no longer valid, you can contact the issuer of your card (your bank or card-issuing company) for assistance; they can still receive the amount in your name.

Is It possible to ask for a product repair?

Yes, by contacting us at customercare@amencollection.com . We will contact you to assess the cost of the repair. We will provide a pickup service.

Why my discount cannot be applied?

If your discount code can't be properly applied to your cart, the reasons may be:

- the discount has expired

- the discount cannot be combined with other discounts

- you haven't reached the minimum amount to receive the discount

- the code has already been used

Can I use more than one coupon?

No, at the moment you can only use one discount code for each order.