Complaints
Dear Customer,
As you surely know, we are a small artisanal company. We produce and sell our products directly in our shop and online (including international portals).
We are therefore solely responsible for any shortcomings we may have.
The advantage of being a small company is that we can afford the luxury of speaking face-to-face with customers. The disadvantage, unfortunately, is that we can’t always do so when the customer would like. Therefore, we invite you to send your complaint to reclami@maschiogioielli.it.
The Consumer Code is a complex text and requires arbitration. The process—regardless of any ruling—is lengthy, and the logic, in any case, is far from our spirit of simplicity and quiet living.
If you’ve placed your trust in us when making purchases, please use the same criteria when expressing your complaint. We are obviously fallible and therefore trained to admit our faults. Likewise, after decades of experience in the field, we feel able to evaluate with you, speaking with clear honesty, whether the product or service we offered you falls short of what we both (you and we) hoped it would be.
Please be as clear as possible in your complaint. If the complaint concerns products, it’s helpful (but not essential) to include the receipt or purchase slip, possibly a photo of the damage, and, of course, a clear description of how the minor issue occurred.
We encourage you to focus more objectively than subjectively. A complaint resulting from a misunderstanding with one of our sales managers, whether over the phone or in-store, should not, for example, be covered by this tool. The purpose of this service is to find solutions and never fuel or prolong disputes. “Sancta simplicitas” ..
If it can be of any help, we’ve included links to consumer protection agencies at the bottom of the page.
Finally, we ask for your patience; we’re doing our best.
Stay calm and optimistic: Dario Maschio will get back to you soon, in any case.
