Welcome to My Mō

Transparency is our first value. To guarantee you the best shopping and shipping experience, please carefully read the operating rules of our site before proceeding with the order.

1. General Information

My Mō is an online jewelry brand. We do not have a physical location open to the public: all sales, assistance, and support activities take place exclusively through our website and our digital channels.

• Registered Office: Via Guglielmo Sanfelice, 44, 81031 Aversa (CE)

• VAT Number: 04011970615

• PEC: martiniellotech@pec.it

• Customer Support Email (ONLY OPERATIONAL CHANNEL): support@mymo.it

• Returns Email (internal operational flow): resi@mymo.it

• Legal Office Email: legal@mymo.it

Mandatory rule - Operational communications: all operational requests (complaints, insurance claims, order modification requests, repairs, disputes, refund requests, etc.) must be sent in detailed form to support@mymo.it and must contain the order number. Messages sent via WhatsApp, Instagram, Facebook or other social media can only be used for product information requests or non-operational messages; any message sent through non-competent channels and/or lacking the required information may be ignored by the non-competent department. This procedure is aimed at ensuring traceability and timeliness in handling requests.

2. Products and Materials

2.1 Materials Used
Most of our jewels are made of certified Argento 925 or certified 18kt gold, to ensure elegance, value, and durability over time. We also offer a more limited selection of pieces in stainless steel and brass. Each Argento or gold item comes with a certificate of authenticity.

2.2 Nickel and Allergic Reactions
All our metals comply with the European REACH Regulation. If traces of nickel are present, they always fall within legal limits.

2.3 Oxidation of Argento 925
The oxidation of Argento is a natural phenomenon due to contact with oxygen and humidity. It can be removed with microfiber cloths or professional cleaning.

2.4 Color Plating
Upon request, jewels in Argento or brass can receive an 18kt gold or 18kt rose gold plating. The plating's durability varies depending on skin pH, perfumes, sweating, and contact with chemicals; color loss is normal and not covered by warranty.

2.5 Stones
We mainly use Cubic Zirconia AAAAA and, where applicable, natural stones such as onyx and opal. Each stone is hand-set and undergoes quality checks.

2.6 Stainless Steel and Brass
The stainless steel line is designed for durability and low maintenance; the brass selection offers trendy solutions. The jewels are mainly in Argento 925 or 18kt gold; steel and brass are present in limited amounts.

2.7 Gift Boxes and Accessories (Selection Obligation and Constraints)

• Mandatory Manual Selection: Gift boxes (both free and paid versions) are NOT automatically included. It is the customer's sole responsibility to specify, at the time of order, if they wish to receive the gift box and select the corresponding quantity. If the box is not added to the cart or selected via the appropriate option, the order will be shipped with standard logistic packaging (protective pouch/technical packaging), without gift box, shopper bag, or cards. My Mō does not accept complaints for customer "oversights" and will not make subsequent shipments of boxes only.

• Accessory Constraint: Gift boxes, cards, and packaging accessories are sellable exclusively in combination with the purchase of a jewel. Orders containing only accessories or empty boxes will never be shipped. In case of an order of accessories only, the customer will be contacted to complete the order; if no completion is made, the order will be canceled with a refund via Store Credit (Account).

3. Payment Methods

My Mō accepts the following secure payment methods:

• Credit and Debit Cards: Visa, Mastercard, Maestro, American Express, and major prepaid cards (e.g., Postepay).

• PayPal: Secure payment via PayPal account or associated card.

• Klarna: Possibility of installment payment (3 interest-free installments) subject to Klarna approval.

• Instant Bank Transfer (Manual Procedure): This method is not directly active on the site. Customers wishing to pay by bank transfer must contact Customer Service (via WhatsApp or Email) to request it. We accept only Instant Transfers. The order will be created and manually entered into the system by our operators only after receipt of funds. Ordinary transfers are not accepted.

Regardless of the method used, in case of refunds for any reason, these will be made exclusively through Store Credit (Account) (see Section 6.5).

4. Order Preparation and Production Times

To ensure transparency, we clearly distinguish between internal management times (handled by My Mō) and transit times (handled by the Courier).

Definition of "Working Days": The indicated times are expressed in working days (Mon-Fri, excluding Saturdays, Sundays, and national holidays).

The total waiting time is the sum of:
(Preparation/Production Time) + (Courier Transit Time)

4.3 Priority Service "Skip the Line"
Are you in a hurry to receive your custom-made jewelry? With the Priority Service "Skip the Line" your order goes ahead of everyone! This exclusive option allows you to drastically reduce standard waiting times.

What the service guarantees:

• Record Times: Production and handover to the courier in just 1-3 working days (excluding Saturdays, Sundays, and holidays), skipping the normal wait of 15-30 days.
• Priority Lane: Your order receives absolute priority in the production queue.

⚠️ FUNDAMENTAL PURCHASE RULES (Read Carefully):

• 1 Item = 1 Service: The service cost applies to each individual jewelry piece. If you purchase 2 or more customized products and want priority on all, you must add to the cart a quantity of "Skip the Line" services equal to the number of items.

• Discretion and Prior Agreement: The application of the service is not mandatory but at the discretion of the My Mō staff, based on the laboratory's workload. We invite you to contact us in advance (via chat or email) to verify feasibility.

• Non-Refundable: The service cost is NOT refundable under any circumstances.

4.4 Exact Time Communication
The customer is required to contact us in advance at support@mymo.it to verify the actual times based on the product. In the absence of a request, the indicated times are considered accepted at the time of order confirmation.

4.5 Legal Basis
Pursuant to Art. 61 of Legislative Decree 206/2005, My Mō undertakes to deliver the goods within the agreed terms; in the absence of indications, the maximum term is 30 days from the conclusion of the contract.

5. Courier Transit (Shipping)

5.1 Express Courier Used
My Mō entrusts all shipments to express couriers (GLS, SDA), chosen based on destination and operational conditions. The choice of carrier is at the company's discretion.

5.2 Courier Delivery Times (Distinct from Production)
The indicative delivery times shown here refer exclusively to the transport period (transit) once the package has been handed over to the courier. These times are ALWAYS ADDED to the preparation/production times (Sec. 4).

⚠️ Important about Delays: My Mō is not the owner of the transport service. Any delays in delivery beyond the estimated 24/48/72 hours are solely attributable to the carrier (strikes, traffic, force majeure) and are not our responsibility. Such delays do not entitle cancellations or refunds.

Pickup Option at GLS Shop
The customer normally orders by entering their address. At the time of shipping, they will receive an email and SMS notification from the courier with a link to select the most convenient GLS Shop (stationery stores, tobacconists, or GLS branches). The package will be delivered there and can be picked up within 10 working days from deposit.

5.3 Shipping Costs

• Orders ≥ €15.00: free shipping.

• Orders < €15.00: contribution of €7.00 (included in the final price).

5.4 Storage and Redelivery
The courier makes two delivery attempts. If unsuccessful, the package goes into storage.
Unblocking and redelivery cost: €8.50, charged to the customer. Alternatively, the customer can pick up the package independently at the courier's office.

5.5 Liability, Insurance, and Verification Obligation (Binding Clause)

My Mō offers the customer the option to secure the shipment through insurance. Choosing not to use it implies acceptance of specific evidentiary conditions governing the risk transfer.

A) Customer WITH Insurance (+ €1.99) – Total Guarantee
By purchasing the optional insurance, the customer transfers the risk to My Mō until actual physical receipt. In case of:

• Loss, theft, or signature denial;
• Obvious neck damage;
• Made-to-order items (including 18kt Gold): if the item is made to order, the reshipment follows the production times indicated in the product sheet.

The customer is entitled to the immediate and free reshipment of the replacement item. The process is managed entirely by us.

B) Customer WITHOUT Insurance – Agreement on Proof of Delivery
If the customer voluntarily decides not to purchase the insurance service, in order to benefit from the standard shipping rate, they accept the following as an integral part of the contract:

• Validity of Tracking as Proof: The parties agree that, in the absence of insurance, the outcome "DELIVERED" reported by the courier's IT system constitutes full and incontrovertible proof of delivery pursuant to Art. 63 of the Consumer Code.

• Self-Management: In case of delivery problems, the burden of disputing the courier lies exclusively with the customer. My Mō does not issue refunds or reshipments.

⚠️ MANDATORY IMMEDIATE INSPECTION AND EXPIRATION

The customer has the obligation to open the package and check the product's integrity (presence of stones, condition of the chain, absence of scratches) immediately upon delivery. Any anomalies must be reported to support@mymo.it no later than 24/48 hours from the receipt tracked by the courier.

• Nullity of late disputes for "Gift": Exceptions based on the product usage date are not allowed (e.g. "The package arrived on the 10th, but I opened it on the 20th because it was a gift and only now I saw it is broken"). The expiration terms for visible damages always start from the courier delivery date, not from the opening date or delivery to the gift recipient.

• Presumption of Integrity: In the absence of notification within 48 hours of delivery, the product is considered delivered intact and compliant. Later notifications will be considered accidental damage caused by the user and will not be covered by warranty/replacement.

5.6 Package Refusal, Failed Delivery, and Chargeback Prohibition

Refusing the package DOES NOT equate to exercising the right of withdrawal.

• Obligation to Accept Delivery: By confirming the order, the customer contractually agrees to accept delivery. If the customer intends to return the goods, they are obliged to receive them and then follow the standard return procedure indicated in Section 6 (if applicable).

• No Refund for Voluntary Refusal: If the customer refuses delivery or becomes unreachable causing the return to sender, no refund (nor credit) will be issued. The goods will be considered abandoned and the amounts paid will be retained as a penalty for production costs (in case of products made on commission), handling, round-trip shipping, and storage.

• Disputes and Chargebacks (Klarna, PayPal, Credit Cards): Any dispute opened with payment intermediaries (e.g., PayPal, Klarna, Stripe) with the reason "Item not received" following a package refusal will be contested by My Mō providing proof of refusal. In such cases, the customer will be held responsible for violation of the Terms and Conditions and liable for recovery of administrative and legal costs incurred for handling the case.

6. Returns and Right of Withdrawal

6.1 Ready-to-Ship Products
The right of withdrawal can be exercised within 14 days from the date of receipt, provided that the product is:

• Intact and in the same condition as received;
• Not used or worn;
• Returned with original packaging, tags, and certificate of authenticity (if provided).

This procedure protects both parties from fraud and tampering.

6.2 Products Made on Commission (Exclusion of the Right of Withdrawal)

Pursuant to Art. 59, lett. c) of Legislative Decree 206/2005, the right of withdrawal is totally excluded for goods made to measure or clearly personalized.

This category includes:

1. Products with engravings, photos, dedications, or non-standard sizes;
2. All 18kt Gold jewelry: even if without engravings, these items are not in stock but are produced and cast exclusively on specific commission received upon order confirmation.

By purchasing these items, the customer expressly agrees to lose the right of withdrawal, as production is started exclusively on their behalf. Returns, exchanges, or refunds for change of mind are not allowed for this category.

6.3 Return Request Procedure (only for eligible products)
To initiate the return, the customer must send a detailed request to support@mymo.it within 14 days of receipt, indicating order number and reason. After the initial request, the customer will be instructed to use the address resi@mymo.it for sending the dedicated documentation and forms to sign. Direct sending to resi@mymo.it without the initial notification to support@mymo.it may be ignored by the non-competent department.

1. Send detailed request to support@mymo.it within 14 days of receipt, indicating order number and reason;
2. Receive written approval and the withdrawal form to sign (if requested);
3. Ship the return only after receiving the signed form and operational instructions.

This procedure complies with the information obligations of Arts. 52–59 of the Consumer Code.

6.4 Return Shipping Costs and Proof of Shipment
Return shipping costs are entirely borne by the customer. The customer is required to provide valid proof of shipment (tracking or receipt); without it, the return will not be processed.

6.5 Refund Policy: STORE CREDIT ONLY (ACCOUNT)
By purchasing on My Mō the customer fully agrees that, under any circumstance involving a refund (return for withdrawal, order cancellation due to accessory constraints, product unavailability, or other causes), this will occur exclusively through issuance of Store Credit loaded onto the customer's account and usable on www.mymo.it.

• No Monetary Refund: No refunds will be made to credit cards, PayPal, Klarna, bank transfers, or other original payment methods.
• Credit Features: The credit has no expiration and is cumulative.
• Deductions: From the credit value will be deducted: €7.00 for initial management fees (Shopify commissions, order preparation, packaging materials) and €3.00 if the packaging is found damaged.

Economic Reason: This policy is necessary to cover non-recoverable fixed transaction, platform, and logistics costs.

6.6 Withdrawal Right Term after Exchange
In case of item exchange (GLS Exchange Service, Sec. 7) the withdrawal period does not renew: pursuant to Art. 57, paragraph 1, Legislative Decree 206/2005 the period runs only once from the receipt of the first item and does not restart with the shipment of the replacement product.

7. Item Exchange

7.1 GLS Exchange Service
My Mō offers the GLS Exchange Service which includes pickup of the product to be replaced and simultaneous delivery of the new item, at a fixed cost of €12.00. In special cases, the procedure may vary and will be communicated via support@mymo.it.

7.2 Loss of Discounts on Exchange
In case of item exchange, all discounts applied to the original order will be lost. The customer must pay any service fees and discount recovery as explained in the exchange procedure.

8. Order Cancellation, Changes, and Second Thoughts

8.1 Irrevocability of the Order and Prohibition of Cancellation
Orders cannot be canceled, regardless of the payment method used (card, PayPal, Klarna, etc.), for two main reasons:

• Acquisition costs and Shopify fees: each order generates transaction and management fees on the Shopify platform that are retained regardless of subsequent changes of mind. By canceling an order, My Mō would suffer a direct financial loss.

• Automated fulfillment process: as soon as the customer confirms the order, our Shopify system automatically sends the production or pre-preparation request to our workshops and warehouses. This fast flow is essential to guarantee the promised delivery times.

This policy complies with Legislative Decree 206/2005 (Consumer Code) and cannot be considered unfair, as it is explicitly accepted by the customer at the time of order confirmation.

Therefore:

• Standard Products (Ready to Ship): The withdrawal and shipping input starts automatically. It is not possible to cancel the order before delivery. Customers who no longer want the goods must wait for delivery and then activate the ordinary return procedure (at their own expense).

• Made-to-Order/Customized Products: Production starts immediately. It is not possible to cancel or revoke the order, even if the request is made just minutes later.

• Inability to Modify: It is technically impossible to change details such as: size, color, engraving text, uploaded photo, or shipping address after confirmation.

• Customer Responsibility: It is the customer's exclusive duty to carefully check every detail before completing the order. My Mō is not responsible for errors due to inattention.

8.2 Refunds for exceptional causes
In the sole exceptional case where the order is canceled ex officio by My Mō (e.g. order of accessories only without jewelry, see Sec. 2.7), the refund will be made exclusively through Store Credit (Account).

9. Discounts and Promotional Codes

9.1 Types of Discount

• 10% for subscribing to marketing channels (email, SMS, WhatsApp)
• €10 for reviews with photos/videos published on the site
• €5 for text reviews on Trustpilot

9.2 Terms of Use

• Discounts cannot be combined with each other or with other offers;
• Not valid on already discounted products;
• Valid only on orders ≥ €30;
• Expiration 7 days from issuance.

9.3 Shipping Methods
Discount codes are sent only via email; in case of loss, they cannot be reissued. For any requests or disputes regarding the codes, send detailed information to support@mymo.it (including order number).

10. Lifetime Warranty and Repairs

10.1 Lifetime Warranty (Commercial)
My Mō offers its customers a Lifetime Warranty that covers the free repair of the jewelry in case of manufacturing defects or accidental damage (breakages, loss of stones). The warranty exclusively covers labor and materials necessary for restoration.

10.2 Exclusions and Limits
The warranty does not cover normal wear, the natural oxidation of Argento, and the discoloration of galvanic coatings (gold/rose gold), which are inevitable processes related to use.

10.3 Shipping and Logistics Management Fees (Customer's Responsibility - Mandatory)
The customer acknowledges and accepts that the free "Lifetime Warranty" refers exclusively to the technical intervention on the jewelry.

• Mandatory Shipping Costs: Shipping costs (pickup at the customer and redelivery) are out-of-pocket expenses incurred by My Mō towards third-party couriers and are always fully borne by the customer.

• Service Cost: The flat rate for logistics management (round trip with GLS/SDA express courier) is €20.00, to be paid in advance.

• No Exception: This cost is due under any circumstance, even if the defect or breakage occurs shortly after delivery (e.g. 24 hours or "DOA - Dead on Arrival"), if the customer has not subscribed to the optional insurance (see Sec. 5.5).

10.4 Request Procedure
To activate the repair: send a request to support@mymo.it with photos. The customer can choose whether to use our pickup service (€20.00 round trip) or to ship the jewelry independently at their own expense and responsibility to our headquarters (return shipping remains the customer's responsibility).

11. Reviews and Multimedia Content

My Mō encourages customers to share reviews, photos, and videos. All submitted content becomes the exclusive property of My Mō and may be used for promotional purposes on the website, social media, newsletters, and printed materials.

11.1 Assignment of Rights
By submitting, the customer grants My Mō an exclusive, worldwide, perpetual, and free license to reproduce, modify, publish, and distribute the material, pursuant to Law 633/1941 (copyright), without further compensation.

11.2 Protection of Moral Rights
While acquiring economic rights, My Mō respects moral rights and credits the author when possible.

11.3 Privacy and Third-Party Content
The customer guarantees that the content does not violate third-party rights nor contain personal data without consent. For privacy issues, it is still possible to send requests to support@mymo.it or legal@mymo.it.

11.4 No Removal on Request (CAUTION)
Once published, content cannot be removed or obscured at the customer's request, except in cases provided for by current regulations (GDPR) or legal obligations. For requests related to personal data, the customer must contact support@mymo.it or legal@mymo.it; My Mō will evaluate the request and, where applicable, may proceed with anonymization or removal according to legal provisions.

11.5 Limitations of Liability
My Mō assumes no responsibility for unlawful content published by third parties; it will evaluate reports of serious legal violations and act accordingly.

12. Disputes and Applicable Law

These Conditions are governed by Italian law. Any dispute relating to the interpretation, execution, or termination of the contract shall be exclusively referred to the Court of Naples North, without prejudice to mandatory rules in favor of the consumer.

Operational reason: the indication of a single jurisdiction allows My Mō to defend itself with local lawyers, containing time and costs. By accepting these Terms, the customer expressly agrees to the exclusive jurisdiction of the Court of Naples North.

Do you need assistance?
Visit the page dedicated to Customer Support