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Frequently Asked Questions

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Delivery and shipping

When will my order ship?

'Green' shipping

How long does shipping take?

What if I entered the wrong address?

Order tracking

Order tracking - Where is my order?

Order tracking - Marked as delivered but cannot locate parcel

Order tracking - Marked as 'failed delivery attempt'

Order tracking - Returned to sender

Order tracking - Awaiting collection

Customs and taxes

I received the wrong items

I received a faulty or damaged item

Returns / Exchanges / Cancellation policy

Returns policy

Exchange policy

Order cancellation policy

Faulty or damaged item

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Biella Vintage Jewellery Box Subscription

What is the Biella Vintage Jewellery Box?

How does it work?

How long do I have to commit?

Managing my subscription

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Free Trial Jewellery Subscription Box

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Caring for your jewels


Gold-plated jewellery

Gold-filled jewellery

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Jewellery Allergies


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When does my Gift Card expire?

Wholesale / Stockists

Wholesale / Stockists



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Returns / Exchange / Refunds / Cancellation policy