Returns and exchanges

In short

• 14 calendar days from delivery to return or exchange.
• Exchanges with free reshipping: you send the piece back to us, we send you the new one at no cost.
• Three-year legal guarantee against lack of conformity.

Time limits and who pays what

You have 14 calendar days from delivery to return or exchange your piece. You can withdraw from the purchase without giving any reason, in line with the consumer legislation in force.

If you return the whole order, we refund the price of the pieces and the standard shipping you paid when you placed it. The only cost you take on is the return postage.

If you return only part of the order and keep the rest, we refund the price of the pieces you send back: the shipping is not refunded, because the order was in fact delivered.

If the piece arrives faulty or we got something wrong, you pay absolutely nothing: neither the return postage nor the reshipping.

Conditions

• The piece must be unworn and in its original state, with its case and packaging.
• For hygiene reasons, earrings are only accepted if the seal or the packaging is intact.
• Personalised or engraved pieces cannot be returned, unless there is a manufacturing fault.
• We recommend sending the piece with a tracked service: until it reaches our workshop, the parcel travels under your responsibility.

How to request a return or an exchange

1. Write to us from the contact page with your order number, telling us whether you would rather have a refund or an exchange.
2. We reply with the return address and the instructions for sending it back.
3. You send the piece protected in its original packaging, with a tracked service.
4. As soon as we receive it and check it, we process the refund or send you the new piece.

Exchanges

If you would like another size, another colour or another piece, you take care of the return postage and we pay for the reshipping. If the new piece costs more, we send you a payment link for the difference; if it costs less, we refund the difference to the same payment method.

Orders outside the Canaries

Our parcels leave from Gran Canaria, so an order to mainland Spain, the Balearics, Ceuta or Melilla goes through customs. That changes two things, and only two:

• Import taxes (IVA and the customs handling fee) are charged by the carrier to whoever receives the order. They never reach us, so they are not among the things we can refund. Everything else is refunded exactly as it is within the Canaries.
• If the parcel is not collected or is refused at customs, it comes back to our workshop and we deduct from the refund the return costs the carrier charges us. It is not a penalty: it is the real cost of a round trip that has already been made.

Your right to return within 14 calendar days is the same wherever you live.

Refunds

The refund always goes back to the same payment method you used to buy, within a maximum of 14 calendar days from the moment we receive the return. We usually process it in 3-5 working days, but your bank may take a day or two more to show it.

Guarantee

All our pieces come with the three-year legal guarantee against lack of conformity, under Spanish law. If you receive a faulty item, get in touch and we will sort it out at no cost to you.

The guarantee does not cover:

• The natural wear of the gold plating with everyday use.
• Knocks, scratches, breakage or bending caused by misuse.
• Damage from contact with chlorine, salt water, perfume or chemical products. Our care guide explains how to avoid it.

Faulty piece or wrong order

Check your order when it arrives. If something is not right, write to us with your order number and a photo within 14 calendar days of delivery: we cover every cost and put it right as soon as we can. After that, you are still covered by the three-year guarantee.