Frequently Asked Questions

Frequently Asked Questions - KEOP Jewelry

At your service

We've collected our customers' most frequently asked questions to provide you with immediate and detailed answers. Transparency and excellent service are the cornerstones of our philosophy.

Materials and Authenticity

What silver grade do you use for your creations?

All KEOP jewelry is crafted from 925/1000 silver, the gold standard for quality jewelry. Each piece is hallmarked and subjected to rigorous testing at authorized laboratories in Italy, guaranteeing full compliance with national regulations on precious metals.

How can I verify the authenticity of my KEOP jewel?

Each KEOP creation bears the 925 hallmark along with our distinctive logo. Furthermore, it comes with a numbered certificate of authenticity that guarantees the product's authenticity and documents its provenance.

Are your products hypoallergenic? Do they contain nickel?

The 925 silver used for our jewelry contains amounts of nickel significantly lower than the limits established by Regulation (EU) 1907/2006. If you have a known hypersensitivity, we invite you to contact our customer service for a personalized consultation.

Shipping and Times

What are the preparation and shipping times?

Each order is carefully prepared within 1-2 business days. In rare cases of temporary unavailability, please contact assistenza@keop.it for information on restocking times. You will receive tracking as soon as the package is handed over to the courier.

What are the shipping costs?

Shipping costs are automatically calculated during checkout based on the destination. For orders over €150, standard shipping to Italy is completely free. For complete details on international shipping and terms, please see Section 10 of our Terms.

Orders and Payments

What payment methods do you accept?

We accept: Shopify Payments (Apple Pay, Google Pay, cards), Klarna (3 interest-free installments), PayPal, bank transfer, and Cash on Delivery (€10 surcharge). For more details, see the Payments Section.

Can I change an order that has already been confirmed?

If you haven't yet received the shipping email, please contact us immediately at assistenza@keop.it. We will do our best to fulfill your requests.

Returns and Refunds

How long do I have to return a product?

You have 14 days from receipt to exercise your right of withdrawal. For the complete and detailed procedure, please consult the Returns and Refunds Section of our Terms and Conditions.

How do I request an RMA code for a return?

Inviate una email a Send an email to assistenza@keop.it with your order number. You will receive the RMA code and all the return instructions within 24 hours.

Jewelry Care

How do I keep my silver jewelry shiny?

Daily cleaning: Use a soft microfiber cloth to remove fingerprints and dust. Deep cleaning at home: Soak the jewelry in warm water with neutral soap for 5 minutes, brush gently with a soft toothbrush, rinse and dry thoroughly. For tarnish, use a silver cloth or a solution of baking soda.

What are the professional cleaning methods?

Ultrasonic bath: Ideal for jewelry with intricate details (avoid delicate stones). Professional polishing: Removes surface scratches and restores shine. Rhodium plating: Renews the protective layer on rhodium-plated jewelry. We offer these services at our partner laboratories.

What should I avoid to avoid damaging the silver?

Avoid contact with: chlorine (swimming pools), perfumes and cosmetics (apply before putting on jewelry), excessive sweat during sports, chemicals for household cleaning. Store jewelry in tarnish-proof bags or lined boxes, separated from each other to avoid scratches.

Customizations

Do you offer custom engraving services?

Yes, we offer laser engraving on select models. Perfect for dates, initials, or short messages. Please allow 3-5 business days for delivery. Note: Personalized products are not subject to the right of return, as indicated in Section 11.6.

Do you make custom jewelry?

Our artisans can create special sizes upon request. Contact us for a personalized quote. Production times vary depending on the complexity of the request.

Warranty and Assistance

How long does the KEOP warranty last?

24-month legal warranty from delivery for non-conformity defects. For complete details on coverage and exclusions, see the Warranty Section of the Terms and Conditions.

Do you offer out-of-warranty repairs?

Of course. Send detailed photos of the damage to assistenza@keop.it to receive a free quote within 48 hours.

How can I contact customer support?

Our team responds within 24 hours on weekdays. Email: assistenza@keop.it. For personalized consultations, you can book a video call or contact us on WhatsApp Business.

Sustainability and Made in Italy

Is KEOP packaging eco-sustainable?

Our Italian suppliers use FSC-certified paper and recyclable materials. We are working to completely eliminate single-use plastic from our packaging by 2025.

Is production really 100% Made in Italy?

Yes, every production phase—from design to final finishing—takes place exclusively in select Italian goldsmith workshops. This guarantees not only superior quality but also compliance with Italian ethical and environmental standards.

Extra Jewelry Care Tips

Storage: Use anti-oxidation bags or acid-free tissue paper.
Wearing: Jewelry should be worn after makeup and perfume.
Removal: Always remove your jewelry before swimming, playing sports, or sleeping.
Rotation: Alternate the use of jewelry to reduce wear and tear.
Periodic inspection: Check clasps and settings every 6 months.

For further information or specific questions not covered in this section, please consult our Full Terms and Conditions or contact our customer service directly.