Legal

Broken Hearts (hereinafter "Broken Hearts") designs handcrafted jewelry in 925 silver and other fine materials, with exclusive designs handmade in Italy by an exclusive partner goldsmith laboratory.

In order to meet the expectations of its clientele, Broken Hearts has developed a distance selling network through its website www.brokenhearts.co (hereinafter the "Site").

The use of the Site and the purchase of products are reserved exclusively for consumers acting for purposes unrelated to any commercial, business or professional activity they may carry out.

These General Terms and Conditions of Sale apply to all purchases made through the Site and form an integral part of each order.

Placing an order implies acknowledgment and full acceptance of these Terms. Any derogations or special conditions shall only be valid if agreed in writing with Broken Hearts.

Broken Hearts reserves the right to modify these Terms at any time. Modifications shall be effective from the date of publication on the Site and will apply to orders placed thereafter.

Broken Hearts jewelry is designed in-house and handmade in Italy by an exclusive partner goldsmith workshop, with high quality materials, mainly 925 silver.

Made to Order Production

All our products are made to order. We do not maintain stock: each piece is specially created for the customer after order and payment confirmation.

Production times are on average 3-7 working days, up to 10 for the most complex pieces.

Customizations

We offer customization services upon request (engravings, special sizes, design modifications). To request customizations, please contact our customer service at support@brokenhearts.co before placing your order.

Artisanal Characteristics

As handcrafted products made by hand, slight variations from the images on the Site are possible and represent a distinctive characteristic of manual craftsmanship, not a defect. Such variations make each piece unique.

Materials

Our jewelry is made from 925 sterling silver. The pieces of the Golden line are made of solid 18kt gold. No Broken Hearts piece is plated. Each piece is entirely handcrafted in Italy by our exclusive partner goldsmith workshop in Naples.

Purchase Procedure

The order is completed through the following steps: product selection, adding to cart, entering shipping and billing details, choosing payment method, confirmation and payment.

The contract is considered concluded when the Customer receives the order confirmation email containing the complete summary and order identification number.

Cancellation and Modifications

Due to the made to order nature of our products, order cancellation can be requested within 1 working day of confirmation by contacting support@brokenhearts.co. Each request will be evaluated individually based on production status.

Shipping address changes can be requested before dispatch. Size or product changes are generally not possible once the order is confirmed, as production begins immediately.

Order Refusal

Broken Hearts reserves the right to refuse orders in case of:

• Incomplete, incorrect or unverifiable Customer data
• Suspected fraudulent activity
• Previous unpaid orders or unresolved disputes
• Abnormal orders in quantity or frequency

In case of order refusal, any amounts already paid will be fully refunded.

Prices

All prices are indicated in Euro (€) and include applicable VAT unless otherwise stated. Shipping costs are calculated at checkout based on destination.

Accepted Payment Methods

We accept credit/debit cards (Visa, MasterCard, American Express), Apple Pay, Google Pay, Shop Pay, PayPal, Klarna (Buy Now Pay Later where available), bank transfer, and cryptocurrency (USDC) where offered.

Security

All transactions are protected by SSL/TLS encryption and processed through PCI DSS certified gateways. Broken Hearts does not store or have access to Customers' payment card data.

Processing Times

Each order is made to measure; production requires on average 3-7 working days, up to 10 for the most complex pieces. You will receive an email with shipping details when the package is handed over to the carrier.

Delivery in Italy

We ship with express couriers. Delivery times are usually 1-3 working days from shipment.

Carriers

We use international and national express couriers (DHL, UPS, GLS or equivalent) based on destination.

International Shipping

Shipments outside the EU may be subject to customs duties, taxes and import charges payable by the recipient. These costs are not included in the product price or shipping fees.

Delivery and Risk

Delivery is deemed to have occurred upon signature of receipt. The risk of loss or damage passes to the customer upon delivery.

Free Shipping

Standard shipping is free from € 300,00 up, the threshold of the country you are shopping from. Outside the European Union the threshold is higher, because carriage across the border costs more. Below that, and for express shipping, costs are calculated at checkout based on destination.

Returns Policy

Every Broken Hearts piece is born to order, for one person. Pursuant to art. 59, paragraph 1, letters c) and e) of the Consumer Code, the right of withdrawal does not apply to made-to-order or personalized goods. For this reason, no product category is returnable, each for its own reason:

• Rings, forged to the ordered size: a circle closed around one hand alone, it cannot be undone.
• Earrings, for hygiene reasons: once worn, they belong to one body only.
• Necklaces and chains, cut and closed to the client's measure (made-to-measure).
• Pendants, bracelets, and crosses, born only at the moment of the order, in the chosen configuration (finish, stone, engraving).

Nothing Returns to the Market

If, by rare exception, the atelier accepts a piece back as a gesture of goodwill, that piece is never restocked or resold: it is melted down, and the silver goes back to the crucible. Nothing returns to the market.

What Remains Guaranteed

In every case, the following remain in force:

• The 24-month legal conformity guarantee for defects: in case of manufacturing defect or non-conformity, Broken Hearts repairs, replaces, or refunds the product (see below)
• Our voluntary lifetime repair commitment: The Custody (see section 7. Warranty)
• Free ring resizing, at any time, as many times as needed: shipping to the atelier is at the customer's expense

Defects and Non-Conformity

In case of manufacturing defects or non-conformity, contact support@brokenhearts.co with your order number and clear photos of the issue. The legal conformity guarantee lasts twenty-four months from delivery.

Following the report, Broken Hearts reserves the right to:

• Repair the product
• Replace the product
• Refund the product

No withdrawal applies for: change of mind, minor differences in color/texture due to artisanal production, characteristic signs of hand finishing.

Wrong Size? That's Not a Return

If a ring's size isn't right, it isn't a return: it's the resizing service. We offer free resizing, at any time, as many times as needed, where technically possible. Shipping the ring to the atelier is always at the customer's expense; shipping it back after resizing also remains at the customer's expense, except for errors made by Broken Hearts.

Extraordinary Cases and Goodwill

Broken Hearts may at its discretion issue a goodwill voucher (store credit) to reduce the financial impact on the customer in case of:

• Logistics issues attributable to carriers
• Fit problems not due to production errors
• Other exceptional circumstances

The voucher is not guaranteed and is issued at Broken Hearts' sole discretion.

We will always seek to satisfy you.

All Broken Hearts products are covered by the legal conformity guarantee of 24 months pursuant to articles 128-135 of the Consumer Code.

Beyond the legal guarantee, every Broken Hearts piece carries our voluntary lifetime repair commitment. We mend what breaks: if a piece breaks, we repair it, for as long as you wear it, under conditions of normal use.

Warranty Coverage

The warranty covers conformity defects existing at delivery and appearing within 24 months. The defect must be reported within 2 months of discovery.

Warranty Exclusions

The warranty does not cover damage resulting from improper use, impacts, contact with chemicals, lack of maintenance, normal wear.

Warranty Activation

To activate the warranty, contact support@brokenhearts.co providing order number, description of the defect and photos. Broken Hearts will provide instructions on how to proceed (repair/replacement).

All content on the Site (including trademarks, logos, jewelry designs, photographs, texts, graphics and code) is the exclusive property of Broken Hearts or their respective owners and is protected by Italian and international intellectual and industrial property laws.

Any reproduction, distribution, modification, publication or commercial use of the content without prior written consent from Broken Hearts is prohibited.

Broken Hearts is committed to providing excellent products and services. However, to the extent permitted by applicable law:

In any case, Broken Hearts' total liability for any claim is limited to the price actually paid by the Customer for the specific product subject to the claim.

No limitation applies in case of willful misconduct or gross negligence by Broken Hearts, or for personal injury resulting from defective products under applicable law.

Broken Hearts shall not be liable for failures or delays due to circumstances beyond its reasonable control, including but not limited to:

• Force majeure events (natural disasters, fires, floods)
• Strikes or interruptions of courier services
• Telecommunication infrastructure failures
• Government measures or restrictions

In such circumstances, Broken Hearts undertakes to promptly inform affected customers and resume performance as soon as reasonably possible.

These General Terms and Conditions of Sale and all relationships between Broken Hearts and the Customer are governed exclusively by Italian law.

For Consumers

For disputes with consumers, jurisdiction lies with the courts of the consumer's place of residence or domicile.

For Professionals

For disputes with professionals/businesses, the exclusive jurisdiction lies with the Courts of Naples, Italy.

For any questions regarding these Terms, contact us:

Email: support@brokenhearts.co

Hours: Monday–Friday, 9:00 AM–6:00 PM CET