# cernucci

> Public Help Center articles for cernucci.

Use these links as concise, text-first sources for customer-facing support policies and FAQs.

Each linked article is the Markdown representation of the public Help Center article URL with `.md` appended.

## Articles

- [How do I track my order?](https://help.cernucci.com/en-US/how-do-i-track-my-order-277677.md): You can track the status of your order here. Once you place an order with us we'll keep you updated every step of the way. For standard orders, please allow up to 2 business days from the time of purchase to receive your shipping confirmation before
- [Can I cancel or amend my order?](https://help.cernucci.com/en-US/can-i-cancel-or-amend-my-order-277678.md): We are generally unable to cancel or amend an order after it’s been placed, as they are sent to our fulfilment center for processing within minutes of being placed. However, if you notice immediately upon placing an order that you made a mistake you
- [What is the Cernucci Guarantee?](https://help.cernucci.com/en-US/what-is-the-cernucci-guarantee-277679.md): Our Promise. At CERNUCCI, we know how much your jewellery means to you. It’s an investment in your style and a statement of who you are. That’s why every piece is engineered for durability and backed by a Lifetime Warranty. If your jewellery doesn't
- [How do I return an item?](https://help.cernucci.com/en-US/how-do-i-return-an-item-277681.md): To return an item, please go to our returns portal here: Start my Return. Please enter your order reference including the # at the start of the number. Without the # the system may not find your order. Please do not combine multiple orders into one r
- [I received a faulty item. What do I do?](https://help.cernucci.com/en-US/i-received-a-faulty-item-what-do-i-do-277683.md): We are so sorry to hear you've received a faulty or damaged item. We understand that sometimes items can become damaged in transit or encounter manufacturing defects. If you have received a faulty item, we will get this fixed for you ASAP!. Please us
- [How do I track my order?](https://help.cernucci.com/en-US/how-do-i-track-my-order-277339.md): You can track the status of your order here. Once you place an order with us we'll keep you updated every step of the way. For standard orders, please allow up to 2 working days from the time of purchase to receive your shipping confirmation before g
- [When will my order be shipped?](https://help.cernucci.com/en-US/when-will-my-order-be-shipped-961637.md): Our warehouse operates Sunday to Friday. Orders placed before 9pm GMT will be shipped the same working day when using Standard Delivery and Next Day Delivery. Orders placed after 9pm GMT or on weekends/public holidays will be shipped the next working
- [What are the shipping times and charges?](https://help.cernucci.com/en-US/what-are-the-shipping-times-and-charges-1361339.md): We aim to get your order to you as quickly and smoothly as possible. Shipping times begin from the moment you place your order – not just when it’s dispatched. This includes the time it takes us to pick, pack, and process your items at our fulfilment
- [What if my package gets lost in transit?](https://help.cernucci.com/en-US/what-if-my-package-gets-lost-in-transit-439069.md): At Cernucci, we’re committed to making sure your order arrives in perfect condition. If your order is lost in transit or an item arrives damaged, please contact our customer support team as soon as possible with your order number and any relevant det
- [Will I be charged customs or import fees?](https://help.cernucci.com/en-US/will-i-be-charged-customs-or-import-fees-277338.md): We want your order to arrive smoothly and without surprises! Here's what you need to know about customs or duty fees based on your location: United Kingdom, United States & European UnionYou're in luck — no customs or duty fees apply when ordering t
- [Do you ship to my country?](https://help.cernucci.com/en-US/do-you-ship-to-my-country-277341.md): Due to shipping restrictions, customs regulations, or carrier limitations, we are currently unable to ship orders to the following countries and territories:. Algeria, Angola, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Cape Verde, Central Afri
- [I've been charged a customs fee](https://help.cernucci.com/en-US/ive-been-charged-a-customs-fee-1361488.md): Customs, duties, and taxes are non-refundable. If a shipment is refused due to unexpected import fees, we’re unable to refund the original shipping cost, and return shipping charges won’t be reimbursed. Since customs policies vary by country, we reco
- [What if I can't find my parcel?](https://help.cernucci.com/en-US/what-if-i-cant-find-my-parcel-1361489.md): If you are unable to locate your parcel despite receiving a delivery notification from the carrier please contact our customer service team and request an investigation. Investigations into missing parcels must be submitted within the timeframes belo
- [Click & Collect](https://help.cernucci.com/en-US/click-and-collect-2034006.md): Click & Collect. We offer a Next Day or Standard Click & Collect service via Evri Parcelshop and Locker network. This service is available for our UK mainland customers only. (Postcode exclusions apply). What is Parcelshop Click & Collect?. Our Click
- [How do I track my order?](https://help.cernucci.com/en-US/how-do-i-track-my-order-1361496.md): You can track the status of your order here. Once you place an order with us we'll keep you updated every step of the way. For standard orders, please allow up to 2 working days from the time of purchase to receive your shipping confirmation before g
- [What Payment Methods do you Accept?](https://help.cernucci.com/en-US/what-payment-methods-do-you-accept-1361506.md): We accept Mastercard, Maestro, Visa, American Express, PayPal, ApplePay, GooglePay, Klarna, Clearpay and Sezzle*. Sezzle and Clearpay are only available in the UK. Klarna is available in Europe.
- [Can I cancel or amend my order?](https://help.cernucci.com/en-US/can-i-cancel-or-amend-my-order-277333.md): We are generally unable to cancel or amend an order after it’s been placed, as they are sent to our fulfilment center for processing within minutes of being placed. However, if you notice immediately upon placing an order that you made a mistake you
- [Can I apply a discount code after I place an order?](https://help.cernucci.com/en-US/can-i-apply-a-discount-code-after-i-place-an-order-277589.md): Unfortunately, discount codes cannot be applied retrospectively after an order has been placed. If you think there has been an error in processing a code during your order you are welcome to contact our support team through our contact form.
- [I've received the wrong item](https://help.cernucci.com/en-US/ive-received-the-wrong-item-277595.md): In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:1. Your order number2. The SKU and Name of the item you did not
- [I'm missing an item from my order!](https://help.cernucci.com/en-US/im-missing-an-item-from-my-order-277596.md): We understand mistakes can be made when packing orders, so in the unlikely event you are missing an item from your order, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficient
- [I received a faulty item. What do I do?](https://help.cernucci.com/en-US/i-received-a-faulty-item-what-do-i-do-1361538.md): We are so sorry to hear you've received a faulty or damaged item. We understand that sometimes items can become damaged in transit or encounter manufacturing defects. If you have received a faulty item, we will get this fixed for you ASAP!. Please us
- [What is Ship Protect?](https://help.cernucci.com/en-US/what-is-ship-protect-1361543.md): Ship Protect is an insurance service that safeguards customers' orders against loss, theft, or damage during transit. To use it, simply opt-in at cart or checkout. If any issues occur with your shipment you can file a claim to receive a replacement o
- [My order is a Gift. What are the gift packaging options?](https://help.cernucci.com/en-US/my-order-is-a-gift-what-are-the-gift-packaging-options-1361564.md): If you’re ordering a gift — great choice! Here’s everything you need to know about our packaging:. We provide one Cernucci box or pouch per order, not per item. This helps reduce waste and keep your unboxing experience clean and premium. Yes! If you'
- [Why can't I checkout?](https://help.cernucci.com/en-US/why-cant-i-checkout-1374460.md): If you are having issues checking out it could be one of the below reasons:. If you are still having trouble please reach out to our support team and we will be happy to help. US Customers. Make sure you are using our USA store to checkout if you are
- [How do I return?](https://help.cernucci.com/en-US/how-do-i-return-277334.md): To return an item, please go to our returns portal here: Start my Return. Please enter your order reference including the # at the start of the number. Without the # the system may not find your order. Please do not combine multiple orders into one r
- [Returns Policy](https://help.cernucci.com/en-US/returns-policy-277336.md): We want you to love your Cernucci pieces as much as we loved designing, creating, and wearing them. That’s why, if you’re not completely happy with your purchase, we’ll give you a full refund. All we ask is that items are returned to us in their orig
- [I received a faulty item. What do I do?](https://help.cernucci.com/en-US/i-received-a-faulty-item-what-do-i-do-277682.md): We are so sorry to hear you've received a faulty or damaged item. We understand that sometimes items can become damaged in transit or encounter manufacturing defects. If you have received a faulty item, we will get this fixed for you ASAP!. Please us
- [When will I get my refund?](https://help.cernucci.com/en-US/when-will-i-get-my-refund-277337.md): Here’s a full breakdown of the returns process - including when you'll hear from us:. 🔁Step 1: Return dropped off. When: Day 1What happens: You drop your parcel off with the courier.Comms you’ll receive: A drop-off confirmation with tracking details
- [Can I Exchange My Items?](https://help.cernucci.com/en-US/can-i-exchange-my-items-277335.md): UK Orders. We offer like-for-like exchanges for UK customers only on jewellery and clothing. This means you can exchange for the same product in a different size if your exchange is submitted within 14 days of ordering your item. For exchanges after
- [Returns & Store Credit](https://help.cernucci.com/en-US/returns-and-store-credit-1389731.md): What is Store Credit and how does it work?. Store Credit is credit you can use to shop again on Cernucci.com. It’s issued as a digital gift card once your return is inspected and approved. Why choose Store Credit instead of a refund?. Choosing Store
- [Buy One Get One Free Offer Returns](https://help.cernucci.com/en-US/buy-one-get-one-free-offer-returns-1531915.md): We hope you love your purchase, but if you need to return part of an order placed under a Buy One, Get One Free (BOGOF) promotion, here's what you need to know:. ⚠️ BOGOF returns are manually reviewed to ensure the correct application of our promotio
- [Partner Returns](https://help.cernucci.com/en-US/partner-returns-6788361.md): Have you shopped Cernucci with one of our partners like ASOS or Debenhams and would like to return the item? No stress. Simply head to the portal to start your return. Please be careful not to return items to us that are from other brands or this wil
- [What materials do you use?](https://help.cernucci.com/en-US/what-materials-do-you-use-277590.md): We use real 18k Yellow Gold or Rhodium/Palladium Plating on our jewellery. Our base metals include 925 Sterling Silver, 316L Surgical Grade Stainless Steel and Brass. All of our jewellery is put through rigorous testing before, during and after produ
- [How should I protect & store my jewellery?](https://help.cernucci.com/en-US/how-should-i-protect-&-store-my-jewellery-277592.md): Jewellery should be kept dry. If your jewellery is not used frequently, keep it stored in the provided dust bag. Good storage boxes are lined with tarnish-proof fabric. If your climate is humid, place a small packet of desiccant crystals inside your
- [What makes your quality different?](https://help.cernucci.com/en-US/what-makes-your-quality-different-277593.md): Our gold plated products are finished using the same quality specifications as our vermeil jewellery. The process we use is the highest quality plating available. This process allows our gold plated jewellery to last longer than any typical gold plat
- [Can I buy Cernucci from other websites?](https://help.cernucci.com/en-US/can-i-buy-cernucci-from-other-websites-277594.md): Cernucci is stocked in Flannels online & Harvey Nichols in store and online. Our only genuine website is www.cernucci.com. There are many imitators, however, we encourage you to be careful of any website which may look the same but are in fact scam w
- [How does the Cernucci Guarantee work?](https://help.cernucci.com/en-US/how-does-the-cernucci-guarantee-work-277340.md): Our Promise. At CERNUCCI, we know how much your jewellery means to you. It’s an investment in your style and a statement of who you are. That’s why every piece is engineered for durability and backed by a Lifetime Warranty. If your jewellery doesn't
- [Where are we?](https://help.cernucci.com/en-US/where-are-we-277597.md): Cernucci has offices in Manchester, United Kingdom. Our distribution centre is the United Kingdom and soon, United States.
- [Does Cernucci have any retail stores?](https://help.cernucci.com/en-US/does-cernucci-have-any-retail-stores-277598.md): We are stocked in all UK Harvey Nichols locations, and Flannels online. We do not have any of our own retail stores or pop-up locations at this point in time. Subscribe to our newsletter to be notified if this changes.
- [Who founded Cernucci?](https://help.cernucci.com/en-US/who-founded-cernucci-277599.md): Cernucci was founded in 2018 by half British, half Brazilian fashion enthusiast Fred Buckley.
- [How did Cernucci begin?](https://help.cernucci.com/en-US/how-did-cernucci-begin-277600.md): Fred wanted to wear jewellery which he couldn’t find anywhere online. With inspiration from London’s fashion scene, hip hop music and urban culture, he began designing pieces which he and his friends could wear. A lot of people around him started rea