FAQs

About Us:

  1. Why are you called Tricobino?
    Tricobino is name after our founder’s children Tricki, Coco and Bino.


  1. How long have you been in business?
    The original company was formed in 1996 and we will be celebrating our 21st anniversary.


  1. What are your opening hours?
    We operate 24/7 in 38 countries at the moment. You may contact us through email enquiry@tricobino.com or live chat at our website, we will respond to you within 24 hours.


  1. Is it safe to order on tricobino.com?
    Yes, our website use SSL (Secure Socket Layers) technology protocol to encrypt all personal information when transferring and receiving data exchanged with our site server.


Replacement Undertaking:

  1. What is Replacement Undertaking?
    Replacement undertaking is a superb program exclusively available FOC for our customers around the world! Every product purchased from tricobino.com is entitled to a 1-year replacement undertaking unless mentioned in the product description.

    This replacement undertaking covers losses, unintentional damage to the product itself, but does not cover any problems caused by abuse, misuse or act of God. We will based on the replacement undertaking questionnaire that you provide on the checkout page and will send over replacement undertaking details to your email inbox upon confirmation you are entitled for replacement undertaking.


  1. How do I claim for replacement?
    Please refer to email/documents on your email inbox which will be send to you once you are confirm entitled for replacement undertaking.


  1. How long will my replacement take?

    After you contact our administrator and provide all information and documentation requested, it will take take approximate 7-10 working days to assessed. After that, it will take approximate 7-10 working days upon pass through to proceed your replacement.


  1. How to purchase jewelry(s) under different beneficiary names?
    One order can ONLY entitle to ONE beneficiary name, due to our replacement undertaking process on the checkout page, you are ONL Y able to file ONE (1) beneficiary name, even though you have purchase more than one piece.

    You are able to put a different beneficiary name if you purchase the item separately one by one, not in single receipt but in a separate receipt, meaning one item for one receipt.


  1. Where do I send replacement to?
    Please send to our headquarters:
    Tricobino Italia SRL
    Via Leardi 23
    15033 Casale Monferrato (AL)
    Italy


Diamond Information:

  1. Regarding pricing: in what currency is your price list fixed? Does is also fluctuate in accordance with underlying diamond market prices?
    Diamond prices are listed in accordance to the dollar so can fluctuate on a daily basis as the dollar rate shifts – but by a marginal amount. Our prices are constantly checked to ensure they are harmonized with the current diamond market.


  1. Where do your diamonds come from?
    We source diamonds from all over the world from diamond manufacturers that comply with the United Nations Kimberley process in order to affirm all stones are conflict free.


  1. Why do you sell these diamonds if they’re yellow/brown and have visible inclusions?
    Some stones that are not suitable for engagement rings may be suitable for other uses – such as being set in jewelry where the inclusions aren’t as visible – such as earrings, or setting in yellow gold where the color isn’t as noticeable.


  1. Is surface graining an issue?
    Surface graining is something that is only visible under microscopic magnification and all diamonds have some form of surface graining.


  1. What does additional pinpoint not shown means?
    This means that within the diamond there is a minute pinpoint within the stone that is too difficult to mark on the reference diagram because of its small size.


  1. What does additional clouds are not shown means?
    This means that there are clouds within the stone that are again too small to be highlighted on the reference diagram.


  1. The date on my GIA certificate: What does it mean?
    This is the date from when the diamond was certified.


  1. Do you sell second hand diamonds?
    None of the stones we sell are second hand diamonds.


  1. What determines the price of a diamond?
    A diamond's value is determined by its carat weight, color, cut and clarity. For further information about diamonds please refer to the Diamond Guide on tricobino.com.


  1. Why is there a price difference between these diamonds (all same cert and specs)?
    Because we source from such a high percentage of the global diamond market, some diamond manufacturers are priced differently to others – essentially the items will be identical but they are just priced differently!


  1. What are the differences in the certifications?
    In general, EGL is not as strict as GIA and can be two or three grades lower in both color and clarity, and you may find a color and /or clarity grade difference if the same diamond was sent off to GIA. Due to this, diamonds graded by EGL can be found at lower prices, as a color and clarity grade difference can make up to 15-25% difference in price. In general, a diamond is sent off to EGL when a manufacturer believes they have a borderline diamond and want to achieve the higher grading. However, EGL diamonds can offer tremendous value and the quality will be beyond question as long as the clarity is VS1 or above and the color is F and above (the diamond will be colorless and have no visible impurities).


  1. How are the diamonds sourced?
    We source our diamonds directly from the manufacturers that polish the stones.


  1. Are you only selling natural or synthetic diamonds?
    All the diamonds sold by Tricobino are 100% natural stones.


  1. How I can be sure that you are selling conflict free diamonds?
    The diamonds as advertised on our website have been purchased from legitimate sources not involved in any funding conflicts. Please note that these stones are in compliance with the United Nations Resolutions and the Kimberley process. Tricobino guarantee that our diamonds are conflict free based on personal knowledge and/or written guarantees.


  1. What clarity grades are considered to be eye clean?
    With GIA certified diamonds, IF, VVS1, VVS2, VS1 and VS2 are considered eyeclean with a smaller percentage of SI1 and SI2 stones also being eyeclean.

    With EGL certified diamonds, IF, VVS1, VVS2, and VS1 are considered eyeclean with a smaller percentage of VS2 and SI1 stones also being eyeclean.


  1. What is fluorescence exactly?
    Diamonds that are said to be fluorescent contain particles that emit a visible (usually blue) glow when exposed to UV lighting. In rare cases, high levels of fluorescence can make stones appear milky or hazy, although for the most part fluorescence does not generally impact beauty or sparkle and can even make some lower colors (I, J, K, L, etc.) appear more colorless or white.


Jewelry Information:

  1. Why does the price increase when the ring size is above US 3.5 for an Eternity ring?
    The additional cost covers the extra metal weight and any additional diamonds on selected jewelry.


  1. Do you charge customers for rushed orders?
    Free of charge for rushed orders and we will try our best to accommodate your order request.


  1. Why do some rings require a CAD drawing to be produced?
    We need to CAD some jewelry designs in order to realize the proportions needed prior to casting – changing a jewelry piece after it is cast is a difficult and expensive process.


  1. Why do your vintage styles take 3-5 weeks to be produced?
    Because of the intricate nature of some of our designs there are a few of our rings that take 3-5 weeks to produce because they are cast to order based on the finger size (if known) and the measurements of the center stone chosen and all the side stones are hand set.


  1. Do you offer a bespoke service and how does this work?
    Should you have a particular jewelry design in mind that does not currently exist in our jewelry collection, you can contact our designer with your ideas who will then discuss with you directly the options for your piece and provide you with a quote.


  1. What are your lead times?
    The majority of our items take approximately 10-15 working days with some of our more elaborate pieces taking 3-5 weeks. Custom orders may take longer to process. Should you have a particular deadline in mind, you can always contact us and we can check to see if this can be accommodated.


  1. Can I add an engraving to my ring?
    Yes, engraving is free of charge with maximum of 15 characters and standard symbol is acceptable.


  1. Where is your jewelry hallmarked?
    All our jewelry is hallmarked in Italy. You will view the following hallmarks for each metal:
    Gold (Rose, White and Yellow) – 750
    Platinum and Palladium – 950


  1. What metals do you use?
    We offer the majority of our jewelry in 18k Gold (white, rose and yellow) and Platinum. Because of the density of platinum there are some more intricate pieces that cannot be produced in Platinum. Some of our wedding bands are also available in Palladium.


  1. What metals can be plated?
    All our gold jewelry can be plated when this is necessary.


  1. Why does White gold get a yellow hue?
    White gold is plated with rhodium which is part of the Platinum family and gives it a distinctive shining white appearance, as white gold in its natural state is actually darker and duller. For this reason, it is recommended to have a white gold engagement ring periodically re-plated when its color is beginning to fade.


  1. What is the difference between Platinum and White Gold?
    When newly produced, both Platinum and White Gold are the same in appearance. Platinum is a denser metal so therefore feels a little more substantial in weight. White gold is less prone to surface scratches than Platinum, but in turn would need replating.


  1. What colored gemstones are considered precious?
    Rubies, sapphires and emeralds are precious gemstones. All other gemstones are referred to as semi-precious.


  1. What is the difference between natural and lab-created stones?
    Lab-created stones are formed in a controlled environment whereas natural gemstones are formed by mother nature's natural processes. Both share the same physical, chemical and visual properties. The lab produced stone is usually free from major defects and can be structurally stronger than its natural counterpart while also achieving optimum color.


  1. Can you manufacture your jewelry with stones other than diamonds?
    We have made our jewelry with many kinds of gemstones and semi-precious stones in the past, contact us directly if you have particular request and we can try to accommodate it.


  1. How long does a resize take?
    Resizing takes approximately 7-10 working days from the day we have received your item.


  1. What if I order the wrong ring size?
    Not to worry! Your first resize is always free of charge if within 15 days from the day you received the item. You can contact us via email
    enquiry@tricobino.com or live chat at our website and our team will check with you the details.


  1. Do all rings come in the same size or are there different sizes available?
    You are able to select preferred ring size on the option page. Learn more about Ring Sizing.

    If you do not see your ring size listed for a ring you like, please contact us if a ring can be ordered in your size.


Shipping Information

  1. How can I track my order?
    Once your item has been dispatched we will email you a tracking number and an online link so you can trace the delivery status of your order.


  1. Do you offer an express delivery option?
    Should you have a particular deadline in mind, please contact us and we can check to see if this can be accommodated.


  1. Will the packaging be discreet?
    All items are delivered in discreet packaging - FedEx for worldwide delivery. All items have our senders address listed as “Tricobino” for security and insurance purposes.


  1. How will the parcel be delivered?
    All items are sent via FedEx for worldwide delivery.


  1. Will the delivery be insured?
    All items are fully insured by us until they reach the requested delivery address and a signature is given on deliver and extended one-year replacement undertaking which is unique to Tricobino only.


  1. Can you ship to a P.O. Box?
    Unfortunately for security reasons we are unable to ship to a P.O. Box as a signature is required for the delivery.


  1. How long will the delivery take?
    Shipping will be take 5-9 working days depending on the specific country and the customs clearance involved.


  1. Do I have to pay duties and taxes?
    You are required to pay your national duties and taxes. You will be required to pay these fees once your order has arrived in your selected country prior to delivery to the requested address. (Please contact your local customs and excise office for the exact fees, Tricobino can provide you with an estimate if required)


  1. Can I specify a delivery date?
    Yes, you can contact our team to confirm the suitable date for delivery.


  1. What time of day do you deliver?
    Delivery via Fedex is usually between 9am and 4pm.


  1. Do you ship internationally?
    We ship free internationally via FedEx with selected 38 countries. Please contact us for further information.


  1. What happens if the parcel gets lost in transit?
    Should there be any issues with the delivery of your item, Tricobino will notify the relevant delivery service and open an investigation on your behalf.


Payment & Pricing Information:

  1. What payment options do you offer?
    We only accept PayPal at this moment.


  1. How are we 70% more affordable than the high street brands?
    In December 2016, we conducted a mystery shopping trip and visited a range of competitors in-store including all well-known jewelry brands and high-end stores*. We asked them to quote on a range of GIA diamonds and compared that to the equivalent price of GIA diamonds on Tricobino**. We found that we were between 40% to 70% better value or on average 55% better value across the entire range of diamonds and stores.
    * We assume International branded jewelry stores graded diamonds are equivalent to GIA.
    ** Allowing for the cost of the ring where applicable.


  1. How does the best price guarantee work?
    At Tricobino, we understand price is important, and that’s why we are determined to get it right for our customers. More than being never knowingly undersold, we go a step further. We regularly check the prices of our competitors to ensure that we always offer the best quality for the price in the market. If you see a diamond or a piece of diamond jewelry at Tricobino and you then find the exact same item available at a lower price from one of our competitors, we guarantee that we will not just match that price, we will offer you a price that is 3% lower up to a maximum value of USD $100 lower.


  1. Are there any hidden charges?
    All prices listed on our website are exclusive of local duties and taxes. There are no charges for postage and packing. You may be subject to local duties and taxes depends on country to country.


  1. Why are your diamonds so much more afforable?
    We source our diamonds directly from the diamond manufacturers that produce the stones globally which means we can offer the stones at almost a wholesale price to the retail market. As a predominantly online company our overheads are much smaller which means we can offer our stones at a more competitive price.



Returns, Refunds & Cancellations:

  1. How does the refund work?
    We don't have refund but provide replacement undertaking. Please refer to
    Replacement Undertaking section or Terms & Conditions.


  1. How can I return an item for resize?
    Should you be required to return your item for a resize, do contact us directly and we will arrange a collection of your item via FedEx and charge you a minimum cost for resizing.


  1. How long will my return take?
    Once we have received your item back, the item will be assessed and verified by our production team. It will take approximate 7-10 working days from the day we received your item to accommodate your changes on jewelry(s) and the return will take up to 5-9 working days to delivery.


  1. Where do I send my return to?
    Please send to our headquarters:
    Tricobino Italia SRL
    Via Leardi 23
    15033 Casale Monferrato (AL)
    Italy


  1. Can I cancel an order?
    Orders may be canceled up to approximately one hour after they are placed or the order status still under pending. You are not able to cancel order once an order has been processed or shipped. In the event you wish to cancel your order, please contact us via
    sales@tricobino.com or live chat at our website and our sales team can assist you.


General Information

  1. How to buy on tricobino.com?
    Select a product that you are interested in our website, choose the suitable option provided and add your product(s) into the cart. Go to your shopping cart and checkout, you are required to fill in all the required information before proceeding to the payment page. We now currently support Paypal Express Checkout payment method only but you could checkout as a PayPal guest by using your own credit card credentials.


  1. What is the Upload Music (MP3) in the product configuration section for?
    It is a unique feature that Tricobino provides for you! Upload your favorite song in MP3 format and not larger than 4MB in size. It can also be your own voice recording for your love ones, ie “your moment message to him/her”. We will include that song/message into your jewelry box. When the jewelry box is opened, a light sensor will trigger the song to be played out from the box. It is suitable when you are proposing to your partner or your partner or uphing someone you care a lot about.


  1. What if I don’t know my ring size/bracelet size/bangle size/necklace length?
    You can refer to our respective guide below:
    Bracelet Sizing :
    https://www.tricobino.com/bracelet-sizing
    Ring Sizing:
    https://www.tricobino.com/ring-size-chart
    Bangle Sizing:
    https://www.tricobino.com/bangle-sizing
    Necklace length:
    https://www.tricobino.com/chain-length


  1. What insurance do you provide?
    We don't provide insurance but replacement undertaking. Please refer Replacement Undertaking section or Terms & Conditions.


Contact Information

  1. I would like to write a letter to your corporate offices. What address can I use?
    The address for our headquarters is:
    Tricobino Italia SRL
    Via Leardi 23
    15033 Casale Monferrato (AL)
    Italy