Refund policy

Refund, returns, exchange policy and withdrawal right

You have a 15-day withdrawal period from the moment you receive your order to cancel your purchase, without needing to provide a reason and without penalty, as established by EU Directive 2023/2673 and the consumer protection regulations applicable in your country.

How to Exercise This Right

If you want to return or exchange a product purchased in our online store, you have the option of practising your withdrawal right through the "withdrawal form" provided in our online shop. 

Fill out the form below. You will receive an automatic confirmation email once your request has been registered. This alone does not mean that your withdrawal has been accepted. Your withdrawal is subject to the legal terms and conditions: the 15-day period (for goods, counted from the date of delivery) and the legal exceptions to the right of withdrawal. We verify these points before confirming, so submitting a request does not in itself guarantee its acceptance. Once accepted, the refund will be processed within the legal timeframe.

In case of return or exchange of a product, you will receive a refund of the cost of the product and shipping costs within 2 to 15 business days, once we receive the product back and check its status. The refund will be done through the same payment method used for the purchase. Remember that if your order had a discount or promotion, you will receive the amount you paid for it at the time. We will not issue a refund if the product has been used or tampered with. In the case the product arrives damaged, photos will be requested of the state in which it has arrived at the time of delivery, both package and the product, before confirming the return.

In the event of a return or exchange of a product, the costs of returning the product received will be at your expense. In the case of changes, we will cover the costs of the new shipment, which will be done by registered mail.

When the Right of Withdrawal Does Not Apply

EU Directive 2011/83/EU lists several categories of goods and services excluded from the 15-day right of withdrawal, including personalized items—that is, items made to your specifications or clearly personalized. Upon delivery, these items are excluded from the right of withdrawal—Art. 16(a), (c), (d), (e), (i) of Directive 2011/83/EU.

However, in the case of made to order rings, we understand that the size is not always correct the first time, and in these cases we will make an exception, so that an exchange for another size can be requested, but not more than once. For these types of changes, the shipping cost of the returned ring would be at your expense, and we will cover the costs of resending the new ring (by registered mail). In order to make the change and before sending the new ring, we must receive the piece with the wrong size and have checked its condition.

Services Initiated During the Withdrawal Period at Your Request

If you wish to exercise your right of withdrawal before we have shipped your item and while it is still being crafted, you may still withdraw, but you must pay us an amount proportional to the work already performed—Art. 14(4)(a) of Directive 2011/83/EU. Your express request is recorded at the time of purchase.