Help categories

What are the delivery times and costs?

The processing of an order usually takes about 3 business days, once the order is processed and given to the courier, it usually takes between 3 to 5 business days to be delivered.

For Italian Isles the delivery could take one extra day. International shipments are handled by DHL and usually take between 3 to 8 business days to be delivered.

Orders placed during Italian holidays or during the weekend will be taken on the first following business day.

Main Italian Holidays:

- 24th and 25th of December (Christmas)
- 1st of January (New Year’s Day)
- 6th of January (Epiphany)
- Easter and Easter Monday
- 25th of April (Liberation Day)
– 24th of June (Patron Saint of Florence)
- 1st of May (Labor Day)
- 2nd of June (Day of the Italian Republic)
- 15th of August (Mid-August Holiday)
- 1st of November (All Saints’ Day)
- 8th of December (Immaculate Conception)

Shipping costs:

ITALY

Delivery costs 8,00€

Free shipping Orders more than or equal to 99€

AUSTRIA, BELGIUM, FRANCE, GERMANY, NETHERLANDS, PORTUGAL, SPAIN

Delivery costs 15 €

Free shipping Orders over 150 €

JAPAN

Delivery costs 30 € for orders under 150 €, 20 € for orders under 300 €

Free shipping Orders over 300 €

AUSTRALIA

Delivery costs 80 €

USA

Delivery costs 40 €

ALL OTHER COUNTRIES

Delivery costs 25 €

Free Shipping Orders over 250 €

The goods may be subject to payment of import taxes, which are the sole responsibility

of the end customer.

Can my delivery address be different from my billing address?

Yes, it is possible to provide two different addresses. In order to indicate a delivery address that differs from your billing address, you simply have to remove the tick from the “Use the billing address” box and fill in the fields with your desired information.

Can I change my shipping/delivery address after I already placed my order?

Orders get processed very quickly.

If you realize that you submitted a wrong address, you can promptly write an email to [email protected] communicating the correct address.

If the order has already been processed and handed over to the courier you can contact them directly. Once you receive your tracking information, you can contact the courier for a possible change of delivery addresses.

We remind you that Maman et Sophie is in no way responsible for any delivery delay caused to orders which delivery addresses have been changed and won’t offer any compensation.

What are the delivery hours?

The courier delivers between 08:00 AM and 06:00 PM.

Important Note: A signature will be required at the reception of the parcel.

If you accept a damaged, crushed, broken or open parcel, Maman et Sophie won’t guarantee a possible refund of a damaged/missing item.

What delivery companies do you employ?

We usually ship with GLS, Bartolini and DHL.

How can I Return my order?

Items bought on Maman et Sophie’s online store can be returned up to 14 days from the reception of the order.

On the occasion of Christmas, for orders placed from 1st to 24th December it will be possible to request a return no later than 31st December.

Only new items that are unworn and in perfect conditions can be returned. Personalized items cannot be returned.

Contact our customer service by sending an email to [email protected] or call our help hotline +39 055321234, between 12:00 PM and 01:00 PM or between 05:00 PM and 06:00 PM. Follow the return instructions that you’ll find inside your package and ship your return from your post office of choice.

Inside every order there is a return form that you have to fill out and include in the package you are returning.

If the return form is not included in the package you are returning, there might be some delay in the processing of your return because our customer service will have to make some assessments.

Once our warehouse receives the returned item and the article has been checked, we will proceed to refund you. Your refund will be credited back to the original payment method you used when placing the order. Shipping costs will be deducted even if they are free. (8 euros for Italy, for other countries consult the deliveries section).

If the order was placed using the following payment methods: Klarna/PayPal, at the time of return, the fixed costs that these platforms charge the brand will be deducted from the refund.

These expenses amount to:
Klarna: 0.35 euros per transaction and 5% on the total purchase amount
Paypal: 3.6% on the total purchase amount.

You can return multiple items from the same order as long as they are included in the same return package.

The shipping costs for returning the package are charged to the customer.

In order to avoid the unfortunate case of the package getting lost, we always recommend to ship your return with a tracked shipping option.

To receive another jewel in exchange of the returned one, it is necessary to place a new order.

If you accept a damaged, crushed, broken or open parcel, Maman et Sophie won’t guarantee a possible refund of a damaged/missing item.

The shipping costs incurred upon purchase are non-refundable.

How can I get the welcome discount?

To receive the welcome discount, you simply have to create your personal profile and subscribe to our newsletter. You will receive your discount via email within 24 hours of the creation of your personal profile e the subscription to the newsletter.

The welcome discount can be used one time only. If you added the discount code and for whatever reason, related to a payment issue or Wi-Fi connection, you order could not get through correctly, contact our customer service [email protected]

When should I enter my birthday dates to receive the birthday discount?

If you made your personal profile on our online store, remember to insert your birthday dates at least 24 hours before your birthday.

If I entered the wrong birthday dates, can I correct them?

Yes, it is possible to correct them. Login to your profile and change the dates in the dedicated section.

What payment methods do you accept?

Accepted payments methods are credit card (Visa or MasterCard) and PayPal. These methods are 100% secure. All personal data and information is crypted and secured. Our online store currently accepts three payment methods:

- PayPal

- Visa (credit card)

- MasterCard (credit card)

For every payment with Visa or MasterCard it is necessary to use the identification method required by the bank that issued your credit card.

We also inform you that it is necessary to have a PayPal account in order to use this payment option on our online store.

It is not possible to pay cash on delivery or by wire transfer.

Is it possible to place an order over the phone?

We are sorry but at the moment it is not possible to place an order over the phone. You can contact our customer service which will be happy to support you over the phone (+39) 055 321234

The opening hours are: Monday – Friday from 12:00 PM to 01.00 PM and from 05:00 PM to 06:00 PM.

How will my Maman et Sophie jewel be packaged?

Our jewels will be packaged individually inside our iconic boxes alongside a gift bag and card with a customizable message on our website. If your order is a gift, you can write your note in the dedicated box during the checkout.

What happens after I placed my order?

Once you place your order, you will receive a confirmation email. All personal and payment information will be verified. In case there are any issues we will contact you directly.

I cannot access my account.

If you cannot access your account, we kindly ask you to follow these instructions:

-Check if the email and password combination that you are using is the same that you used at the moment of creating your account.

-If you forgot your password, click on the “forgotten password” link and enter your email address. We will promptly send you an email with a reminder of your password.

In case you still cannot access your account, we kindly ask you to verify if you’re just subscribed to our newsletter or if you also have a personal Maman et Sophie account. Often the two things get mixed up. You can create your personal account here: https://mamanetsophie.it/customer/account/create/

Once you created your personal account you can also subscribe to our newsletter.

In case you subscribed to our newsletter through the pop-up banner and not through the creation of a personal account, you will have to create an account here https://mamanetsophie.it/customer/account/create/

I’m having technical issues.

We recommend that you use the latest version of your operating system, Windows, OSX, and of your browser, Safari, Firefox, Internet Explorer. In case your issues persist, we kindly ask you to contact our customer service by writing an email to [email protected]

How can I place an order?

To place an order, you have to select the desired item/s and add it/them to your shopping cart. Once you added all the products, you have to follow the instructions on the checkout page to complete your order. You will have to create an account or access with an existing account, otherwise you can place the order as a guest. Once you completed your order, you will receive a confirmation email.

You should receive the confirmation email within 24 hours of placing your order.

Did you check your spam folder? You can check furtherly by sending an email to [email protected]

If necessary, can I tighten or enlarge Maman et Sophie rings?

Some Maman et Sophie rings can be adjusted, by going to a jeweler who can tighten or enlarge them to a maximum of two sizes.

Other Maman et Sophie rings that don’t have the indication ‘adjustable ring’ cannot be modified.

My jewel darkened, what can I do?

Every Maman et Sophie jewel should be treated with care at any given moment. Silver 925 or Silver 925 with rose gold galvanic, tends to oxidize over time, but this will happen prematurely if the jewel comes into contact with agents such as perfumes, air, salt water, sulphur, creams, hair sprays, chlorine, skins that have an acid rich pH, or if for instance the jewel is kept in the dark for a long time (for example inside a box or package). Furthermore, the type and time of oxidation depends on the skin type and self-care habits of the person who wears the jewel. For this reason, oxidation isn’t considered a production fault and isn’t covered by the warranty. We also don’t recommend to wear the jewels while bathing or during sport activities. In case the jewel does come into contact with aggressive agents such as chlorine water, salt water, beauty products, shaving creams, perfumes, alcohol, we suggest to properly rinse the jewel with plain water and soap and to properly dry it with a microfiber cloth. Always open the locking before removing the bracelet.

In case your jewel is already oxidated, you can recover its original shine by following these simple steps:

-You can use a polish cloth to prevent oxidation and to make the metal shine, the cloth can be bought in any hardware store.

-Clean the jewel with lukewarm water and a neutral soap, lightly brush it with a soft tooth brush.

-We discourage the use of silver polishing products because they could damage the oxidated details.

-Don’t expose your jewel to harsh chemicals such as ammonia, bleach, chlorine and salt water.

-Don’t wear the jewel while swimming and don’t expose it to hair sprays, perfumes and beauty products.

-We advise to have the jewel checked by a jeweler and to clean it at least once a year.

Why does the stone on my jewel appear differently from the pictures on the online store?

The product picture showed on our website represents the product in the most accurate way possible. All our jewels are handmade with natural stones, for this reason details such as the exact color gradient of the stone can slightly differ.

Where can I find a size guide?

You can find our complete ring size guide in the chart below:

How should I store my Maman et Sophie jewels?

The jewel should be stored far from sources of heat and protected inside of a lined jewelry box or a pouch that prevents oxidation. Do not use polyvinyl plastic bags, such as trash bags, to store the jewels because they contain Sulphur compounds which can make silver 925 oxidate more quickly.

Do not store your jewel in the bathroom due to high exposure to a wet environment and aggressive agents.

Are Maman et Sophie earrings sold individually?

Yes. All Maman et Sophie earrings are sold individually in order to allow you to choose how to wear them: you can wear them coordinated or play around with different styles to create a customized look.

In case the earrings aren’t sold individually, they will be marked with the indication “earring couple”.

Does my Maman et Sophie jewel have a warranty?

Every Maman et Sophie order placed on our online store includes a warranty that certifies the quality of the materials and the possible stones that make up the product. Also the Maman et Sophie jewels bought in boutiques that sell our products have to include a warranty.

Every Maman et Sophie jewel is completely handmade, because of this it has to be handled with extreme care. It should be stored far from sources of heat and protected in a lined jewelry box or pouch that prevents oxidation.

Do not use polyvinyl plastic bags, such as trash bags, because they contain Sulphur compounds which can make silver 925 oxidate more quickly.

Do not store your jewel in the bathroom due to high exposure to a wet environment and aggressive agents. Every Maman et Sophie jewel should be treated with extreme care at any given moment. Silver 925 or silver 925 with rose gold galvanic, tends to oxidate over time but this will happen prematurely if the jewel comes into contact with agents such as perfumes, air, salt water, Sulphur, creams, hair sprays, chlorine and skins that have an acid rich pH, or if the jewel is stored over a long period of time in the dark (for example inside a box).

Furthermore, the type and time of oxidation depends on the skin type and self-care habits of the person who wears the jewel. For this reason, oxidation isn’t considered a production fault and isn’t covered by the warranty. We also don’t recommend to wear the jewels while bathing or during sport activities.

In case the jewel does come into contact with aggressive agents such as chlorine water, salt water, beauty products, shaving creams, perfumes, alcohol, we suggest to properly rinse the jewel with plain water and soap and to properly dry it with a microfiber cloth. Always open the locking before removing the bracelet.

In case your jewel is already oxidated, you can recover its original shine by following these simple steps:

-You can use a polish cloth to prevent oxidation and to make the metal shine, the cloth can be bought in any hardware store.

-Clean the jewel with lukewarm water and a neutral soap, lightly brush it with a soft tooth brush.

-We discourage the use of silver polishing products because they could damage the oxidated details.

-Don’t expose your jewel to harsh chemicals such as ammonia, bleach, chlorine and salt water.

-Don’t wear the jewel while swimming and don’t expose it to hair sprays, perfumes and beauty products.

-We advise to have the jewel checked by a jeweler and to clean it at least once a year.

Pay special attention to the care of Maman et Sophie Avrvm jewels, especially if they include diamond dust.

By following these simple tips, you will be able to keep your jewelry in its original condition for a long time:

-Regularly check the clasps

-If your jewelry does not contain precious stones or diamonds, you can soak it regularly for a few minutes at a time in warm soapy water (using only soap with a neutral pH).

Gently brush it with a very soft toothbrush (except for jewels with diamond dust) and then rinse it carefully in warm water. Finally, dry the jewel with a soft cloth, chamois leather or clean microfiber tissue.

-If your jewelry does contain precious stones or diamonds, the task of cleaning it should be entrusted with an expert jeweler.

The permanent contact between jewelry and your skin, its exposure to different weather conditions, to pollution or to accidental knocks all mean that it requires care and attention.

Our recommendations to avoid damaging your jewelry:

-If possible, remove your jewelry before starting any activity that might damage it, such as playing sport, cooking or gardening.

-Avoid any contact with cosmetic or household products, since they contain ingredients that could discolor the jewelry.

-Avoid rapid changes in temperature.

-Store your jewelry in an individual case or in the separate compartment of a jewelry box. Chains should be closed, wrapped up and laid flat so as to avoid the formation of knots.

In case of jewelry with diamond dust, avoid friction as much as possible. Avoid rubbing it with a brush to clean it, simply immerse it in lukewarm water and pat it with a soft cloth.

For any information or question you can contact our customer service by writing an email to: [email protected]

or by calling (+39) 055 321234. The opening hours are: Monday – Friday from 12:00 PM to 01:00 PM and from 05:00 PM to 06:00 PM.