FAQ
What is NO-GRAM?
Before commencing, you should know that NO-GRAM is an on-line platform where independent designers sell their creations directly. The sellers are located all over the world and their works are shipped directly from their home country. This is why it is extremely important to verify the following information before proceeding with your purchase:
- The location of the product;
- The countries they can be sent to;
- The estimated dispatch time (time from order to shipping and delivery).
How do I make a purchase?
Shopping at NO-GRAM is easy. You can make a search through one of the following categories:
- Jewellery: you can view all jewellery on sale on NO-GRAM divided by type, materials, etc.;
- Designers: you can make a search by country or you can search your favourite designer;
- Categories: you can navigate in a simple and intuitive way by viewing the different categories of products on sale.
Once you have found an item, you can check all the technical specifications, select your size and click on the 'ADD TO CART' button beside each item.
Review the items in your shopping cart by clicking the 'CART' link at the top of the page. You can delete or add items from your shopping cart. Click on 'PROCEED TO CHECKOUT' to complete your order.
Please note: all orders will only be sent to the address provided on the PayPal website in the final phase of the purchase, whether payment is made through a PayPal account or by credit card, therefore NO-GRAM cannot ship to other any addresses.
What does "Buy Now" mean?
The term "Buy Now" refers to items that are already made and ready to be shipped.
The goods are sent within 48 hours from order confirmation. Packages are dispatched from Monday to Friday, excluding holidays. It usually takes from three to seven working days. This also depends on where the package is going to. For more information, please visit our SHIPPING INFORMATION page.
What does "By Order" mean?
The term "By Order" refers to items made especially for you.
Delivery time is normally approximately 5-6 weeks from order confirmation. This is a guideline and in certain periods of the year it could be as little as 2-3 weeks, depending on the amount of work of each designer and on the time of the year (i.e. November-December will take longer). Packages are dispatched between Monday and Friday, excluding holidays. It usually takes from three to seven working days. This also depends on where the package is going to. For more information, please visit our SHIPPING INFORMATION page.
How do I know if an item is in stock?
To verify whether an item is available, check the item QUANTITY in Stock which you will find on every product page. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.
Do I need to set up an account to place an order?
Yes, you need to create an account in order to be able to proceed with your order. To create an account, simply click on 'MY ACCOUNT' and then 'CREATE AN ACCOUNT' and fill in your details. If you register with us you'll be able to enjoy the following benefits through your NO-GRAM account:
- Track your orders and review past purchases;
- Request return or exchange of an Item, redemption or issue of Gift Card;
- Build a customized Wish List that you can email to friends and family. Plus, you can also print your list or share it with others;
- Manage your account details, address book and email preferences.
I've forgotten my password. What should I do?
If you have forgotten your password, follow the 'FORGOT YOUR PASSWORD' instructions on the LOGIN page. For security purposes, you will be sent an e-mail containing a code so that you can access your account and insert a new password.
What is my size? Which size should I choose?
Before proceeding with a purchase, please verify your exact size or measurements. To do this, carefully follow the quick and easy instructions on the "WHAT IS YOUR SIZE" page. All items are accompanied by a technical description specifying the exact measurements and size. To convert this to your size, simply click on the CHECK YOUR SIZE link which you will find on every product page. In addition, our customer care team can answer all your questions on sizing and fit - simply click on the link CONTACT US.
What payment methods does NO-GRAM accept?
We accept all major credit cards such as Visa, MasterCard, American Express and also PayPal.
Is it safe to use my credit card online at NO-GRAM?
Your personal online security is important to us. For your safety and protection, all data relative to your credit card are not stored by NO-GRAM and are managed directly by the relative credit card company and by PayPal services. Furthermore, all confidential information will be automatically encrypted when the data passes from your computer to PayPal, in order to ensure maximum security. This means that when you are making a payment to NO-GRAM, PayPal verifies that your browser is running the cryptographic protocol Secure Sockets Layer 3.0 (SSL) or higher. This protocol protects the integrity of your data during transfer to the PayPal server using an encryption key length of 168-bits (the highest level commercially available).
See also Payment security >
How much duties and taxes will I have to pay?
By default, product prices are inclusive of the respective taxes of the country the designer is based in. Additional taxes and duties may be payable in accordance with where the item is shipped to. You will be able to check taxes and duties here: http://www.dutycalculator.com.
Do I have to pay VAT?
It depends. By default, product prices are inclusive of Value Added Tax, according to the laws in the country of residence of the designer.
Who should pay VAT?: all individuals purchasing from the same country or from the same community areas, if applicable, as for example for those within the European Community.
Who does not have to pay VAT?: all those purchasing from countries outside the country or community area where the designer is based, as for example the European Union.
Therefore, if you are purchasing from a country or community area that is different from yours, you can purchase VAT free, if provided for by the country in question.
Which countries does NO-GRAM ship to?
In general, our designers ship to all major countries worldwide. In the product page under "Shipping information" you will find the continents where each designer has chosen to ship to. If for any reason you country is not present among the shipping areas, please using the FORM on the "CONTACT US" page. We will get in touch with the designer to see if it is possible to organize shipping to your country.
Does NO-GRAM ship to Post Office boxes?
For security reasons, we are unable to deliver to Post Office boxes.
Why are shipping restrictions applied to some items?
Due to international trading agreements and regulations, NO-GRAM.COM and our designers are obliged to adhere to particular shipping restrictions with some countries. We therefore advise that you find out what restrictions may apply to your country before going ahead with the purchase. For more information, please visit: http://www.importcalculator.com.
Can I specify more than one address for the same order?
Unfortunately, you may only ship to one address per order. If your order contains items that require shipping to multiple locations, you will need to place separate orders for each address.
How soon can I get my order and how much will it cost?
Delivery times for the purchase of BUY NOW items vary from 3-7 working days from the date of acceptance of the order by NO-GRAM and according to the destination of the package. Delivery for the purchase of BY ORDER items takes approximately 5-6 weeks. The delivery cost is automatically calculated according to where the package would be shipped and will be visible on the summary of your order before checkout.
Do I need to sign for my order?
Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorise packages to be delivered without a signature.
Can I change my shipping address after my order has been dispatched?
We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.
Can I add items to an existing order?
Unfortunately, it is not possible to combine orders or add items to an existing order.
How will I know you received my order?
After you place your order, you will be sent an email confirming that it has been received. You will receive a second email accepting your order within 48 hours. If any of the items you have ordered are not available, we will contact you by email and will refund your credit card for the value of the items not in stock.
Can I track my order?
Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. You will be able to track your package directly on the courier's website.
Where is my order?
We aim to dispatch all orders within 48 hours from order confirmation. Estimated delivery times are to be used as a guideline only and commence from the date of dispatch. NO-GRAM and its designers are not responsible for any delays caused by destination customs clearance processes or any other problems beyond our control.
What packaging will my order be shipped in?
NO-GRAM's designers send purchases in a special box, including a presentation brochure, designer CV and statement.
Is my package insured?
All items sent by NO-GRAM come under the designer's responsibility until they are delivered. Once your items have been delivered to the specified delivery address and signed for, they will no longer be under our responsibility. If your box is damaged upon arrival, we recommend that you either refuse delivery, or make a note with the courier that you are accepting a damaged box when signing for it.
Can I cancel my order?
Cancelling your order under the Distance Selling Regulations. You have the right to cancel your order with us according to the rules that govern online sales under (DSRs) D.Lgs. 21/2014, D. Lgs. 206/2005 and D.Leg 70/2003.
How do I cancel my order?
Under the Consumer Protection Regulations (DSRs), you have the right to cancel your order by filling-in the Form on our website, within fourteen (14) working days from receipt.
- Login to MY ACCOUNT page and then click the ORDER HISTORY link and relative ORDER.
- Select the ITEM(S) you wish to return, fill-in the form and select the type of service you would like: Refund or Replacement with a Voucher.
Will I be refunded the full value of my order?
Only if the cancellation takes place before the package is dispatched. In this case you will be refunded the full value, including shipping expenses.
Your refund will be credited to the original purchaser's credit card exclusive of shipping costs for orders cancelled under the DSRs. Shipping costs, customs duties and sales taxes will not be refunded. However, you may be able to recover these by contacting your local customs bureau directly. We will refund the full value of your order, exclusive of the shipping cost, within 14 days of receiving your notice of contract cancellation and after the goods have been returned.
How do I return or exchange an item?
RETURNS: Upon receipt of your notice of order cancellation (Form), our customer care team will email you a Returns Merchandise Authorisation (RMA) number with all instructions regarding your return shipping so we can process your refund promptly. From this moment, you have 14 days to return the goods. All items must be returned unused, in their original condition and packaging, and from the country that the order was delivered to. We will refund the full value of your order, exclusive of the shipping costs, upon receipt of the goods only and within 14 days of having received your order cancellation notice. The return shipping expenses are to be borne by the client, as well as the responsibility for the goods until their return delivery by courier. It is therefore advisable to use a reliable shipping agent with tracking system for the return.
Please note that we will not accept returned items and therefore will be unable to refund you if you have not completed the cancellation form and been issued with a RMA code.
EXCHANGES: As an alternative, you can choose to convert your credit to a Voucher.
Voucher: As soon as the returned goods are received, we will issue you with a Voucher for the amount spent, less delivery costs. You will find it on your Personal Account under My Voucher link. You will also receive this Voucher by email and it will be valid for 12 months. You can make a new order with your Voucher, in the usual way.
Is my personal information kept private?
Please be assured that your personal information is kept private and confidential and under no circumstances will we disclose or sell this. To register at NO-GRAM, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number. The data relative to your card will never be held by NO-GRAM as the processing of the cards will be managed directly by PayPal or international circuits of major credit cards. Please note that NO-GRAM may use your contact details to inform you of the latest arrivals from your favourite designers and fabulous new services via email. If you would prefer not to receive these updates, please email unsubscribe@no-gram.com.
What are cookies? should I be worried about them?
A cookie is a piece of information that is stored on your computer's hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping cart, previous purchases and to deliver content specific to your interests. They are designed to assist your shopping and are therefore nothing to worry about. Most browsers are automatically set up to accept cookies, but you can usually alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items. Registered customers who have cookies enabled will be automatically recognized when they visit NO-GRAM. You will be able to access your Wish List and then add or move items, register interest for pieces not yet in stock or request item updates without signing in to your account.