FAQ

Buying on SabrinaBi.com it’s easy and fast.
When you see an item you want to buy, press the "Add to cart" button.
You may continue shopping after placing an item in your cart.
To return to your cart at any point during the shopping process, go to the Purse symbol located in the top right corner of your screen and click on the "Check out" button.
At this point you'll see the contents of your cart with the number of items and shipping informations.
If you want to take advantage of the option "Want to make a gift?" check the appropriate box. More info.

If you want to proceed with the purchase of the products in your cart if you are a registered customer please log in to speed up the checkout. If this is the first time you shop with us, you can choose to register or continue as a guest, without creating your own personal account.
Then you will be asked for your personal informations, such as billing and shipping addresses. Once inserted the delivery address you will be able to calculate the shipping costs and double check and adjust your order before the final confirmation step. After you have placed your order, we will send you a confirmation e-mail with your order number, which you can use to track your order’s progress. When your order is packed and ready to be shipped from our warehouse you’ll receive a second message, confirming that it’s on its way.

If you have a SabrinaBi Discount Code you can use it during this step, entering the code in the appropriate field.
In the next screen you can choose the payment method you prefer. See "Secure Payments" of this page to learn more.

That's it!
Within a few minutes you will receive an email confirmation with all the details of your order.
From this moment on will be our warehouse to take care of everything and, as soon as the order is shipped, we will notify you with another e-mail confirmation.

Product Availability

All items shown on our website are in stock, ready to be sent.
Whilst our system is cleverly designed to ensure that stock levels are always accurate, and that products ordered are available - sometimes it can make a mistake, it's only sometimes and we'll work hard to make sure that it doesn't happen again. If this has happened with your order, we're sorry, we will contact you by email to let you know your options and find out what you would like to do.
Please be aware that even if an item is in your shopping cart, it can still be bought by another customer until you have completed your order.

Can I place my order over the phone?

We’re sorry, you are only able to place orders via our website.

Can I change or cancel my order?

Unfortunately, once an order has been placed we are unable to update any of the its information. This includes changing the shipping address or adding additional items to your order. If you wish, you may send a request using the contact form on our site. Enter your order number and report the problem. We we will deal with it asap. We cannot guarantee the order will be cancelled or modified as this depends on the processing status.
Please note: once an order has been processed, it cannot be cancelled or changed. In that case, it might be possible to return all or some of the items after receiving them, following our Return Policy. If the order has been shipped, shipping charges will not be refunded.

Do you offer a gift wrapping service?

Yes, we do! Gift Wrapping Service is totally free.
Simply check the "Want to make a gift?" box in your Shopping cart and we’ll ship your gift directly to the recipient.
During the ordering process, simply enter your name and address as the Billing Address and the recipient’s name and address as the Shipping Address.
And don’t forget to write a lovely message! We will send the recipient a special packaging without the invoice of the price paid.

Can you help me with my Discount Code?

Clients who have been sent a Promo Code by newsletter or through social networks can insert this code during order purchase and checkout.
You need to enter the code exactly as it was given to you, without any spaces. Type or copy and paste the code into the "Discount code" box (you'll find it on the 'Order summary' section). Once you've entered the code, click on "Use it" and it will apply to your order. You'll be able to check this underneath the items as the discount value will have been removed and the price amended.
Please note: you must enter the discount/promo code when you are checking out as it can't be applied later.
The discount code cannot be combined and only one Discount Code is applicable for each order. You can not use a Promo Code for shipping. Note that some discount codes are only valid for a certain period and can be associated with a minimum order value.

Can I shop on my mobile phone/tablet?

Sure! You can browse our website in its mobile optimized version.

Can I purchase a Gift Card?

Of course ! In our online shop Gift Cards are available in € 30 , € 50 , € 70 and € 100. Simply click "Buy now" and proceed to the payment safely and fast with PayPal or credit card. The Gift Card will be sent by mail to the recipient and will be valid and can be used immediately. The perfect gift idea!

How can I get information about discounts and promotions?

By subscribing to our newsletter you'll always be updated. There will be no more than two newsletter a week.

What payment methods do you accept?

We accept all major credit cards (including Visa, Visa Electron, Mastercard, Maestro and American Express) or Paypal.
We do not currently accept debit cards. Unfortunately we can't accept payment by cheque or money orders.
We take your security very seriously. SabrinaBi Clients are guaranteed maximum Credit Card security because all transactions are processed using a secure server. SabrinaBi uses state-of-the-art server security software with SSL encryption which provides the safe and bug-proof transmission of your card details.

Credit cards
We accept online payment with all major credit cards (including Visa, Visa Electron, Mastercard, Maestro and American Express).
When you place an order online, Credit Card details are forwarded to a protected online banking system provided by Banca Sella. When paying by credit card, financial information will be processed exclusively by Banca Sella, sent via an encrypted protocol which totally guarantees maximum security on the purchase. This information may be used by the seller only for procedures concerning the purchase and / or the possible refund due to a return of goods. Please visit: www.bancasella.it for further information.
If the existing funds are sufficient for the purchase and the bank details provided are valid, the purchase price of the commodity and the shipping expenses, if any, will be credited on the account of the seller, at the time of the transaction. Credit cards are charged at the moment that the order is confirmed.

PayPal
Please select "PayPal" as your payment method and you will be transferred to the PayPal site automatically. If you have an existing PayPal account, you can log in using your user data to confirm the payment. If you do not have a PayPal account, you can register one and proceed with the payment. Refunds from returns will be booked onto the registered PayPal account.

How secure is it to order from your website?

Our payment process is super secure. We don't store your card details and all sensitive payment card information is encrypted using the most sophisticated e-payment software available and is sent to the bank for instant authorisation via the SecureTrading network of payment gateways. Transactions normally take a few seconds to be processed and at no time are your payment card details at risk. SabrinaBi uses high-level Secure Sockets Layer (SSL) technology that encrypts and protects all your sensitive data.

Can I receive an invoice?

Yes, by sending a request via email or by the contact form.
Note: Once the order is confirmed, we won’t be able to change the data provided by you or issue a new sales document.

I have a Gift Certificate. How can I use it?

The Gift Card is redeemable online for any article featured on the sabrinabi.com website and has a validity of 12 months. It can be used for one or more orders and can be used towards an order of greater value than the Gift Card amount.
The Gift Card cannot be used to purchase other Gift Cards, cannot be redeemed or exchanged for cash and do not include any eventual import fees on the shipped merchandise. Import Fee payment is the sole responsibility of the Gift Card/ Order recipient.
Orders placed with Gift Cards can be returned and will be refunded with a Promo Code of the same value.

When Will My Order Ship?

All items are in stock and as we have our own shipping department your parcel will be ready for dispatch one business day after the receipt of payment.
We process and send orders during our main service hours, Monday to Friday, from 10:00 am till 7:00 pm.
Orders are not shipped on the weekends or holidays and will be processed on the first working day thereafter.

Do you ship worldwide?

Yes, we deliver anywhere in the world using International Express Courier SDA/DHL or International Registered Mail, providing an online tracking number to check out the shipment status and the delivery information.
Please note that your order will only be shipped once payment and delivery details have been approved, so please ensure these are correct as we are unable to redirect items after dispatch.
All applicable customs and import duties and fees, taxes and any other charges and fees are the responsibility of the customer.

What are your international delivery times and costs?

SabrinaBi.com ships to all destinations worldwide using the International Express Courier SDA/DHL or International Registered Mail. You will receive a shipping confirmation email from SabrinaBi with a tracking number for your parcel so you can follow its journey.
Shipping costs are calculated automatically at the checkout page. Simply select your shipping destination from within your shopping bag and your shipping charge, together with estimated delivery, will be displayed.
The estimated transit time for Europe is 3-4 Working Days (+ pick up day) with Courier SDA/DHL and 6 Working Days (+ the day of postage) with International Registered Mail. The estimated transit time for the Rest of the World is 4-6 Working Days (+ pick up day) with Courier SDA/DHL and 10 to 20 Working Days (depending on destination) (+ the day of postage) with International Registered Mail.
Our carriers deliver during normal business working hours and may require a signature on receipt, so we suggest your order is delivered to an address where someone will be available to accept it. If you are not in when your parcel arrives, the carrier will leave a card telling you where it is with details on how to pick up your order or rearrange the delivery.
SabrinaBi shall not be held responsible for delays in shipments caused by weather conditions, international customs issues or any other circumstances beyond the control of SabrinaBi.
Delivery times/dates are estimated and are not considered binding.

Shipping costs with International Registered Mail:

• Austria, Belgium, Bulgaria, Canary Islands, Cyprus, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Hungary, United Kingdom, Vatican City: € 9.90 (6 Working days)
• Algeria, Monaco, Norway, Switzerland: € 9,90 (10 Working days)
• Azores, Ceuta, Madeira, Moldova, Russia, Serbia, Ukraine: € 9,90 (15/20 Working days)
• Argentina, Australia, Brazil, China, Greenland, Hong Kong, India, Japan, Madagascar, Mali, Martinique, Malaysia, New Zealand, Singapore, Taiwan, Thailand, Turkey, United States : € 16,00 (15/20 Working days)

Shipping costs with Courier SDA/DHL:

• Afghanistan, Armenia, Azerbaijan, Belarus, Bosnia And Herzegovina, Canada, Kazakhstan, Kyrgyzstan, Kosovo, Montenegro, Rep. Macedonia, Tajikistan, Turkmenistan, Uzbekistan: € 28.00
• Albania, Anguilla, Arabia, Saudi Arabia, Bangladesh, Benin, Bolivia, Burkina Faso, Burundi, Bhutan, Cambodia, Cameroon, Cape Verde, Chad, Colombia, Côte d'Ivoire, Dominica, Egypt, Eritrea, Ethiopia, Gabon, Gambia, Georgia, Ghana, Gibraltar, Djibouti, Jordan, Guinea-Bissau, Guyana, Iran, Iraq, Balearic, Israel, Kenya, Kuwait, Lebanon, Liberia, Libya, Liechtenstein, Malawi, Morocco, Mauritania, Mauritius, Mexico, Mongolia, Nepal, Niger, Nigeria, Oman, Pakistan, Palestinian Territories, Peru, Puerto Rico, Qatar, Dominican Republic, South Africa, Rwanda, Saint Kitts and Nevis, Seychelles, Sierra Leone, Syria, Sri Lanka, Sudan, Tanzania, Togo, Trinidad and Tobago, Tunisia, United Arab Emirates, Uganda, Venezuela, Yemen, Zimbabwe: € 31.00
• Angola, Antigua and Barbuda, Netherlands Antilles, Aruba, Bahamas, Barbados, Bahrain, Belize, Bermuda, Botswana, Brunei, Büsingen am Hochrhein, Chile, Comoros, South Korea, Costa Rica, Cuba, Ecuador, El Salvador, Fiji, Philippines, Jamaica, Grenada, Guatemala, Guinea, Equatorial Guinea, Haiti, Honduras, Indonesia, Iceland, Cayman Islands, Solomon Islands, Kiribati, Laos, Lesotho, Macau, Maldives, Monte Athos, Mozambique, Namibia, Nicaragua, Panama, Papua New Guinea, Paraguay, French Polynesia, Saint Lucia, Saint Vincent and the Granadine, Samoa, Suriname, Tonga, Uruguay, Vietnam, Zambia, Andorra, Cook Islands, Micronesia, French Guiana, Guam, Jersey, Montserrat, Réunion : € 39.00

Will there be additional duties or taxes payable on my purchase?

In most cases, any customs or import duties are charged once the parcel reaches its destination country. SabrinaBi has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country. If your order is being delivered outside the European Union you will be responsible for any additional fees or import duty. You will also be responsible for providing any additional information requested by customs.
It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

What should I do if my order hasn't been delivered yet?

You will find your estimated delivery date in the "Estimate your shipping charges" box, while completing your order.
If the order was not delivered on time, we suggest to check the status of the order:if you are a registered user, all you need to do is log into "My Orders" or use your tracking link to find out where the parcel currently is and when it will get delivered. For International Delivery, if your parcel is late, we ask you to allow some extra time as there may be a delay with customs in your country. If your parcel hasn’t arrived after this time, please contact our Customer Service so we can help you further.

How can I track my order?

When the order is shipped, you’ll receive an e-mail from SabrinaBi specifying the tracking number and a direct link to monitor the shipment status.

I am a customer living outside of Italy. Can I reclaim the VAT?

Unfortunately we are not able to refund the VAT for online purchases. All prices published on our website include Italian VAT.

I'm an International customer. Can I return my order?

Yes, you can return any product within 14 days of the order delivery date. If you are not completely satisfied with your purchase, we will be happy to refund your purchase. All we ask is that you return your purchase together with your order summary within 14 calendar days. Simply return the item or items to us in their original, unworn condition. To request a return please complete our returns form and send it by email to resi@sabrinabi.com within 7 calendar days of the order delivery date in order to receive a Return Authorization e-mail. Item(s) must be then shipped back to our warehouse within 7 calendar days of the Return Authorization e-mail.
Please note that you must first obtain a Return Authorization in order to re-ship items to SabrinaBi.
To insure full credit all products to be returned must be carefully repackaged in their original packaging, accompanied by an original proof of purchase (this could include your invoice or a copy of the order confirmation email) and must be in their original and unworn condition with tags attached, with all parts and accessories, including warranties (where available).
We will not refund goods that have been worn, do not have their original packaging or show obvious signs of use/abuse. All goods will be inspected on return. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
Once we have received your parcel - provided that the goods in question are received complete and in perfect state - we will refund your order as quickly as we can, usually within 10 working days and in any event within 30 days using the original payment method.
The item is your responsibility until it reaches us. For your own protection, we do recommend you send your return using a secure and traceable method or you may wish to select a delivery method that insures you for the value of goods that you are returning. We cannot be held responsible for returns that are lost/damaged in transit.
The cost of returning the item to us is your responsibility, but we will refund the delivery charge if we have made an error in our despatch or if the item is faulty.
All items can be returned with the exception of any made to order items and specially ordered items. Special price items during sales/promotions cannot be returned.
You can also return item(s) purchased with a Gift Card. We’ll provide the refund with a Promo Code of the same value.
If you should receive a faulty or damaged item, please notify us within 48 hours of receipt. Please supply your order number from your original confirmation e-mail. We will also need your e-mail address and phone number. We will not process claims for goods received as faulty after this period of time. If there is extensive damage to your parcel when receiving it, please refuse the order and contact our Customer Service immediately.
If you have any question or need assistance, please contact our Customer Service.

I haven’t got the refund for shipping charges.

Postage fees are at your own cost, but we will refund the delivery charge if we have made an error in our despatch or if the item is faulty.

Have you received my returned items?

Once your return has been received by our warehouse, we will process it within 1 working day, and we'll email you to let you know once your refund has been issued.
It can then take 5-10 days for the funds to appear in your account.
The time it takes for your parcel to reach us varies depending on where you are returning it from.

Received a wrong or faulty item?

We try to make sure that you are happy with all of the products we send to you, but if you should receive a faulty or damaged item, please notify us within 48 hours of receipt.
Please supply your order number from your original confirmation e-mail. We will also need your e-mail address and phone number. We will not process claims for goods received as faulty after this period of time. If there is extensive damage to your parcel when receiving it, please refuse the order and contact our Customer Service immediately.

I have been refunded the wrong amount

We're sorry that you've been refunded the wrong amount.
Contact our Customer Service with your order number and details and we will be happy to look into this as quickly as possible.

How to look after and store your jewellery.

SabrinaBi sells jewels that have been made with love and respect. All our jewellery is nickel and cadmium free and hypoallergenic and complies with EU regulations. The brands and creators present on SabrinaBi care a lot about the quality of the materials they use. They often use natural materials whose aspect evolves over time but in a natural way. This evolution can not be considered as a defect.

Some tips for you:
Remove your jewellery when doing household tasks or practising sport or prior to bedtime.
Do not wear jewellery while in a pool, hot tub or bathing. The chlorine in the water can damage various gemstones and metals including gold. Moisture can cause stones to become dull and loosen.
Protect all jewelry from scratches, sharp blows, chemicals, extreme temperatures, and sunlight (over a long period of time these conditions could cause gemstone to fade).
Apply make-up and hair spray before putting on your jewellery.
Make-up and hair spray contain chemicals that may affect your jewellery. Do not spray perfume or any other beauty products on to your jewellery. The alcohol content in some products can cause metals to tarnish.
After each wearing, gently wipe each piece of jewellery clean of make up and skin oils with a 100% cotton cloth, never submerge in water or cleaning solution.
When not in use, store your jewellery separately in their pouches or in small plastic bags so it doesn't scratch other jewellery.

Metals (e.g gold, silver, bronze) feature the property of acquiring a unique patina over time and can darken. Metals do not support water, perspiration, scratches and shocks. You can use a polish cloth to clean your jewel.
The rhodium or gold plating and the burnishing to which are subjected many of our bijoux also have the purpose of making the metal more resistant to oxidation, but cannot avoid it entirely. Gold plated or burnished silver jewelry can lose color over time. Please pay attention when you wear these jewels.
Natural mother-of-pearl and semi-precious stones do neither like chemicals nor shocks. Do not put mother-of-pearl and semi-precious stones into the water. Their aspect can evolve over time but in a natural way. This evolution can not be considered as a defect.
Resin can have a more satiny appearance as a result of repeated friction (e.g repeated contact with clothes). This can not be considered as a defect.
Cords, knots, leather straps and other textile elements, or even leather and leather products are sensitive to water, perspiration and will wear out more quickly.

Please note that our jewels are not toys and they are not suitable for children aged 5 or under.

SabrinaBi does have a workshop to make jewelry repair. When a reparation is necessary, jewelry should be sent to SabrinaBi. Please contact first our Customer Service.
Many jewelry sold at SabrinaBi are handcrafted and therefore may have minor inconsistencies which guarantee a handmade manufacturing. 

How to clean your sterling silver jewellery

A few easy steps will ensure your silver jewellery to be as brilliant as the day it was purchased.

• Commerical Silver/Gold Cleaners
  Read the label, and if in doubt, do not use a chemical cleaner. Some gemstones that cannot be placed in commercial cleaners are: pearls, lapis lazuli, malachite, opals, coral and turquoise.
• Jewellery Polishing Cloths
  Use lightly to restore lustre. Do not press hard when polishing gold filled or plated jewellery or you will damage the surface.
• Easy Homemade Solution
  Add a small amount of mild liquid soap in a glass of lukewarm water, dip the silver jewelry for a few minutes, rinse well and dry immediately with a soft cloth.
• Tarnish
  Can be prevented by storing your jewellery in a resealable plastic bag. Pearls and opals, however, should be stored in fabric instead of plastic because they need to "breathe".

Would you like to create a user account?

You can create a new user account by hovering over “REGISTER“ at the top of the SabrinaBi.com homepage and you’ll be redirect to the specific page. All you need to create a user account is your email address and a personal password. You can change and edit your personal information at any time. Privacy policy.

Would you like to change your personal information?

To change your personal information simply log-in to your SabrinaBi.com user account. You can view and edit all of your information by clicking on "My account".

Would you like to place an order without creating a user account?

You can always order as a guest on SabrinaBi.com, without creating a user account. Once you're ready to checkout, you will be forwarded to the sign in page. Simply choose the option "proceed without registration". The data you have entered will be used only for this order and won’t be stored.

Did you forget your password?

Simply click on "Sign in" at the top right of the SabrinaBi.com homepage. A pop up for your login will appear. Then click on "Forgot your password?" and enter the email address you registered with. You will receive an email shortly with your user details.