+34 956 28 12 40 | [email protected]

FAQs

Frequently Asked Questions

Ordering and Shipping

How can I be sure that I have made the right purchase? 

Once you have placed your order, we will send you an email confirming your purchase. You can also view it in your account by selecting the option 'History' and 'Details of my orders'.

 

Can I check the status of my order?

Of course, we will send you an email with the status of your order. Please note that you can also check this at any time in your customer account.

Can I remove an item from my order?

Once you have made your purchase, you will not be able to modify your order. However, if you have the item in your basket and have not yet made the purchase, you can delete it on the right-hand side of the basket, where the bin icon appears.

Will I receive the same product as shown in the picture?

Yes, although there are pieces that, as they are handmade, may suffer slight variations. However, the photographs are true to life so that you will not be surprised. 

The detailed description of the products displayed on the website www.joyeriagordillo.com is based on the company's own information and images (for which the company reserves all rights of use) and/or information and images provided by suppliers.

The company is not responsible for possible errors in the information or characteristics of the published products.

What should I do if I receive a faulty or incorrect item?

If this is the case, you have 48 hours from receipt of your order to let us know. You have all the steps to follow here.

If you need any help, please do not hesitate to contact us on 956 28 12 40.

What are the delivery times?

You will receive it within 24-48 working hours within Spain, if the product is in stock.

The delivery time will not exceed 14 working days, the usual delivery time being less than 48-72 hours for deliveries within the national territory from Monday to Friday.

The delay of the order will entitle the customer to cancel the order with a refund of the amounts paid but in no case will it imply any compensation whatsoever.

If after 5 working days from the order confirmation the customer has not agreed a delivery date with the transport company, the customer must contact Gordillo Jewellery.

In the opposite case, the transport company will proceed to return the shipment to its origin and the customer will have to assume the management costs associated with the shipment and return.

Special conditions apply for deliveries outside the peninsular territory.

In the event that we cannot guarantee the safe delivery of the products, we reserve the right to restrict the geographic scope of distribution.

Can I collect my order in shop?

Yes, you can place your order online and pick it up in our physical shop. To access the in-store collection service, you must indicate this during the purchase process and you must comply with the delivery times indicated to you by email and the opening hours of the store.

The customer must go to the point of sale when placing the order and identify himself/herself with the original valid ID card or passport and show the proof of purchase.

If the customer wishes the products to be collected by a third party, he/she must notify us by e-mail together with a signed authorisation containing the full details of the customer and the person he/she wishes to authorise (name, surname, ID card or passport number).

Is VAT included in the price of the products?

Yes, the prices of the products presented on our website include VAT (percentage according to current legislation applicable at all times), unless otherwise indicated. Prices do not include shipping costs, unless otherwise stated.

Do you ship throughout Spain and abroad?

Yes, we ship throughout Spain and abroad. However, in the latter case, as well as on islands, shipping costs may vary, as well as being subject to the payment of import duties and taxes. For more information, please call us on 956 28 12 40 or send an e-mail to [email protected].

How to get there

Is there parking in the area?

Just a 2 minute walk from the jewellery shop is the Canalejas car park. The car park is located in a key area for accessing the historic centre of Cádiz and is open 24 hours a day. The address of its main entrance is Av Ramón de Carranza s/n. 

In this case, we recommend using the Interparking P-App mobile app, which allows you to access, pay and exit the car park without using a ticket or going through the cash machine. It is available for Android and iOS, in the Google Store and Apple Store, respectively.

How do I get to the jewellery shop by bus if I am already in Cadiz?

You can take bus line 1, which runs between Plaza de España and Cortadura. It has 14 stops. To get to our jewellery shop you should get off at the stop on Avenida del Puerto.

How to get there by public transport?

If you come from outside Cádiz, you can reach the jewellery shop by train, tram, bus or catamaran.

Where is the jewellery shop located?

Joyería Gordillo is located in the centre of Cádiz, at 33 San Francisco Street.

Information about the newsletter

Customer account

What method of payment do you accept?

We accept payments by credit card, Klarna, PayPal and bank transfer. We also offer free financing in 3 instalments with Klarna or Paypal and up to 36 months with Aplazame.

If I have forgotten my password, how can I recover it?

You can recover your account by clicking on the 'Forgot your password' message. You will have to re-enter your email address and we will send you an email so that you can reset it. If you are still unsuccessful, you can write to us at [email protected] giving your full name, telephone number, email address and requesting a change of password.

Shop information

What are the opening hours of Joyería Gordillo?

Our opening hours are Monday to Friday, from 10:00 to 14:00 and from 17:30 to 21:00. On Saturdays, from 10:00 to 14:00 hours.

How can I contact Gordillo Jewellery?

You can contact us by telephone on 956 28 12 40 or by e-mail at [email protected].

Is it necessary to make an appointment to visit Gordillo Jewellers?

This is not necessary. You can come whenever you wish, as long as it is within our opening hours.

Does Gordillo Jewellery replenish out of stock items?

If the item you want is out of stock, you have the option to 'Notify me when available'. Just enter your email address and when it is available we will notify you by email of its availability, so you can make your purchase. 

Do you have a watchmaking workshop?

Yes, we have a modern watch workshop where we can tune your watch, as well as solve any problems that may have arisen. We also have a polishing room for cases and bracelets, whether they are made of gold or steel.

Buying a Rolex

Where can I buy a Rolex watch?

New and genuine Rolex watches are sold exclusively through Official Rolex Dealers, who certify the authenticity of your Rolex and offer a five-year international warranty. The network of Official Rolex Dealers covers more than 100 countries worldwide.

How can I guarantee the authenticity of a Rolex watch?

Only Official Rolex Dealers are authorised to sell and service a Rolex watch. With the knowledge, training, expertise and equipment necessary to provide you with the best service, we can guarantee the authenticity of each and every part of your Rolex and ensure its long-term reliability.

How do I identify an Official Rolex Dealer?

The official Rolex plaque displayed in the shop or on the dealer's website confirms the authenticity of an Official Rolex Dealer. Rolex.com provides a list of all Official Rolex Dealers and Service Centres.

Where can I find the price of a Rolex watch?

The recommended retail price for a wide range of Rolex watches can be found on the rolex.com website for almost all countries. If you would like to know the price of a specific model, please contact your nearest Official Rolex Dealer or visit your local retailer.

How can I check the availability of a watch?

Please contact your nearest Official Rolex Dealer. They are fully qualified to advise you on your choice of Rolex watch. They can also inform you about the availability of Rolex watches in your area.

All Rolex watches are hand-assembled with the utmost care to meet the brand's high quality standards. Naturally, such a high level of demand places constraints on production capacity, and high demand may limit the availability of certain models. New Rolex watches are available exclusively from official retailers, who stock up regularly and independently manage the distribution and sales of watches to their customers. Official Rolex dealers will be able to inform you about the availability of the different models.

What does the Rolex warranty cover?

Rolex guarantees the proper functioning of its watches for five years from the date of purchase. Normal wear and tear (in particular to non-metallic straps), loss, theft and damage caused by improper use are excluded from the guarantee. The warranty will automatically become null and void if any part or accessory not manufactured by Rolex is added or replaced. This warranty is valid only (1) if the customer purchased the watch from an Official Rolex Dealer; (2) if the warranty card was duly completed by the latter at the time of purchase; and (3) if this warranty card is handed over together with the watch to an Official Rolex Dealer or to an Official Rolex Service Centre. Any intervention by a third party will result in the termination of the warranty.

How long is the warranty on a Rolex watch?

To ensure the accuracy and reliability of its watches, Rolex subjects each watch, after assembly, to a series of stringent tests. Our confidence in our quality tests enables us to offer a five-year international warranty on all new Rolex watches purchased from one of the brand's Official Retailers.

Maintaining your Rolex

My Rolex is running too fast or too slow, what should I do?

The "heart" of your Rolex beats to the beat of your lifestyle and daily use. Contact your nearest Official Rolex Dealer or Service Centre, who will be able to advise you on the technical aspects of your watch's functions.

How can I take care of my Rolex?

To preserve the lustre, you can rub it with a microfibre cloth. You can also clean the case and bracelet (except for leather straps) from time to time with soapy water and a soft brush. After wearing your watch in the sea, it is important to rinse it with fresh water to remove salt and sand deposits. Before cleaning your watch, always make sure that the crown is fully screwed into the case to ensure water-resistance.

Can a Rolex be polished?

Professional polishing of your watch case and bracelet should only be carried out by an Official Rolex Service Centre.

Do I have to wind up my Rolex?

There is no need to wind your Rolex if you wear it daily. As you move your wrist throughout the day, the Perpetual rotor transmits energy to the watch and provides a constant and stable source of power. When removed, it retains its charge for up to 70 hours, depending on the model. To do this, manually unscrew the crown to the winding position and turn it clockwise about 20 times. Remember to screw the crown back into the case correctly in order to ensure water-resistance.

How do you set the time on a Rolex?

Rolex watches can be adjusted by unscrewing the crown and pulling it out to the second notch. As the seconds hand is stationary, it allows the time to be set. Each model has its own detailed user guide and functions which may vary. Download the corresponding guide.

How to adjust or use a specific function of a Rolex Professional watch?

These tool watches are designed to meet the specific needs of professionals and sportsmen. The functions may vary depending on the model. Find out how to set and use the functions of your watch by watching the videos in the user guides and/or downloading the corresponding guide.

Do Rolex watches have batteries?

You power your Rolex watch with your movement. By gently moving your wrist, the Perpetual rotor inside the watch transmits energy to its mainspring. If you remove it, the watch retains its charge for about two days, depending on the model. To start it up, you simply wind it manually to get it running normally again.

Are all Rolex watches water-resistant?

All Rolex wristwatches are water-resistant to a depth of at least 100 metres for the Oyster Perpetual models, and 50 metres for the Cellini model. Some Oyster watches can withstand depths of 1220 or even 3900 metres. To maintain the water-resistance of your watch, the crown must be screwed down tightly to create a water-resistant seal. After setting the time, date, other functions, or manually winding the watch, you should be sure to screw down the crown until it can no longer be turned. After wearing the watch in the sea, it is important to rinse it with fresh water to remove salt and sand deposits.

Can I play sports with my Rolex?

You can play sport with your Rolex on your wrist. The Rolex Oyster case provides optimum protection for the movement against shocks. All Rolex wristwatches are water-resistant to a depth of at least 100 metres for the Oyster Perpetual models and 50 metres for the Cellini model.

Can a Rolex withstand extreme temperatures such as snow or cold?

Rolex watches have always proved their worth in the most extreme conditions imaginable: from the deepest ocean waters to the highest mountain peaks, from the air to the racetrack. And to ensure that every Rolex watch lives up to expectations, each is subjected to the most demanding tests before leaving Rolex headquarters.

Rolex Maintenance

How often should I service a Rolex?

To ensure accuracy and constant water-resistance, Rolex recommends that you regularly take your watch to an Official Rolex Dealer or Service Centre for professional maintenance. We recommend that you have your Rolex serviced approximately every 10 years, depending on the model and daily use.

Where can I have my Rolex serviced?

The network of Official Rolex Dealers and Service Centres is present in more than 100 countries around the world and has the expertise of a team of highly qualified watchmakers carefully selected and trained by Rolex. The Official Rolex Dealers can advise you on the technical aspects of your watch's functions. Rolex.com provides a list of all Official Rolex Dealers and Service Centres.

What does a Rolex maintenance service consist of?

When your watch is serviced by Rolex, it is completely disassembled and all components are ultrasonically cleaned. Each component is meticulously examined individually, and those that no longer meet Rolex aesthetic and functional specifications are replaced with genuine Rolex parts. The movement is thoroughly lubricated, then electronically examined to ensure its timekeeping accuracy. The case and bracelet are carefully restored to their lustre. Your Rolex is then subjected to a series of rigorous tests and checks to ensure its water-resistance, autonomy and accuracy. After a complete Rolex service, your watch is covered by a maintenance guarantee.

How much does it cost to service a Rolex?

The price will depend on the type of service your watch requires and the condition of your watch. Before a service is carried out, the condition of your watch will be assessed by Rolex certified watch technicians and we will send you a quotation of the service procedure for your approval. For more information, please contact your Official Rolex Dealer or Rolex Service Centre.

How long does a maintenance service take?

A complete repair requires a minimum of four to six weeks, depending on the condition of your watch. Before a service is carried out, a highly qualified Rolex-trained watchmaker performs a thorough diagnostic examination of the watch. After carefully examining the case and bracelet, the watchmaker conducts tests and thoroughly inspects the movement to determine exactly what servicing procedures will be necessary to ensure that the watch meets Rolex's stringent requirements. For further information, please contact your Official Rolex Dealer or Rolex Service Centre.

How can I replace a lost Rolex warranty card?

The Rolex warranty card cannot be reissued under any circumstances. For assistance, you may contact the Official Rolex Dealer where you purchased your watch.

How can I change the name on the warranty card?

The name of the first purchaser cannot be changed under any circumstances. For assistance, you may contact the Official Rolex Dealer where you purchased your watch.

How can I contact Rolex?

Representatives from our extensive network of Official Rolex Dealers will be happy to answer any questions you may have regarding Rolex watches and the Rolex brand.

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