Exchange and refund policy

The right to return the purchased item may be exercised within a period of less than 14 calendar days from its delivery.

What must be done to return an item?

To return an item, the customer must contact our jewelry store by email: info@joyeriagordillo.com and follow the instructions communicated to you. Under no circumstances will returns be accepted that do not comply with the procedure and channels established by the company.

In addition, the user will not have the right to withdraw from special or personalized orders.

Returns of products that have been tampered with, have been used or have been removed from the security seals will not be accepted either. Likewise, the return costs will not be reimbursed.

The items must retain the original packaging (box, documentation and accessories) and once Jewelry Gordillo notify that the returned products meet the authenticity and required condition requirements, the payment will be reimbursed using the same payment method used in the initial sale and in a period of less than 14 business days.

Is there a return period?

From the moment the purchased item is received, there is a period of 14 calendar days to send the items to be returned to the following address:

Cadiz
San Francisco Street, 33
Postal Code: 11005

Return by withdrawal / Refund of money

What is the method of returning the item?

To return your item(s), you have 14 days from receipt of the order to voluntarily withdraw from your purchase. Without any penalty and without indication of reasons. If you want to cancel the purchase of the product, you can notify us through our email: info@joyeriagordillo.com and follow the instructions communicated to you.

Remember that the item(s) you wish to return must be in perfect condition, without having been used or tampered with, in its original packaging and seal. With all its accessories.

If you wish to return the item, the purchase amount will not be refunded. Instead, an account will be created for you where that balance will be reflected in your favor. This can be used in future purchases, with no expiration date.

In the event that you want to change the item for another, you must pay the difference if the cost of the latter is higher. On the contrary, if the cost is lower, the difference will be saved in that account.

Returns

Currently there are 2 return methods and only one of them can be chosen:

Return for bonus:

You have a period of 14 days to request it from the moment you receive your order, both in store and on the Web, a voucher will be made without expiration, in the case of stores. To do this you must bring the invoice of your purchase.

Return for money:

You have a period of 14 days to request it from the moment you receive your order. In this case you must avail yourself of the right of withdrawal using a form (you can download it below) and send it to us by email at info@joyeriagordillo.com and we will proceed to refund your money by the same method you made the purchase.

In both methods the shipping cost is borne by the customer.

How do I make returns?

Write to us at info@joyeria emailgordillo.com to request the return, writing to us with the order number (email that arrived when you purchased the order) and the information with which the purchase was registered such as name, surname, email and telephone number.

You can send us the products once we authorize their return to the following address through an agency chosen by you. You should take into account that, through this route, we cannot be held responsible if the package is lost. However, if you prefer to make the return by this method, the address to proceed to it is the following:

Jewelry Gordillo Returns Department
San Francisco Street, 33
Postal Code: 11005
(Cádiz)

Through the request for collection through a courier managed by our jewelry store (peninsula only), at a cost of €4,99 for packages of less than 1 kilo, which will be deducted from your Voucher.

We remind you that you can also make the return in our store. To do this, you must provide a copy of your purchase invoice that we sent you with the order. You will always have it available in your customer account.

Postage due shipments will not be accepted under any circumstances.

IMPORTANT: Once you have processed the return request we will not be able to modify the selected format. Therefore, if at that time, you have chosen the option of sending us the order through an agency on your own, we will not be able to manage the return by sending you a courier.

Finally, click Finish and within 24-48 hours you will receive a notification with the steps to follow.

How do I prepare my package for return?

Once you have requested the return, you must proceed as follows:

You will need to pack the item(s) you wish to return in their original packaging. In the event that you had discarded it, you can create your own packaging.

Attach a paper with the reference code of the return request and the email with which you made the purchase. If you cannot print the return document we sent you, write it down on a piece of paper with legible handwriting.

Attach the copy of the invoice that came with your order. If you need to recover your electronic invoice in PDF format, you can do so through the "My Account" section, in the "History and details of my orders" section.

Finally, you must present your package securely so that no item is lost en route.

When the Returns Department has received your package and verified that the item or items are in correct condition, the voucher will be generated with the corresponding import and an email will be sent to you with your voucher code. You can always consult this voucher by entering the web from your customer account, in the Discount Coupons section.

REMEMBER: If you choose this return procedure, you must send the package to us by your own means, we will not be able to collect it. So if you prefer that we collect the shipment from you, you must request the return by voucher without expiration in the previous section. If what you want is an article change, go to the Changes section.

In which cases will returns not be accepted?

In no case will returns be accepted that do not comply with the procedure and channels marked by the company. In addition, the user will not have the right to withdraw from special or personalized orders.

Returns of products that have been tampered with, have been used or have been removed from the security seals will not be accepted either. Likewise, the return costs will not be reimbursed.

The items must retain the original packaging (box, documentation and accessories) and once Jewelry Gordillo notify that the returned products meet the authenticity and required condition requirements, the payment will be refunded using the same method in which you made the purchase and in a period of less than 14 business days.

What to indicate in the withdrawal email?

To make the return by withdrawal, you must indicate your personal data in the email….

In this type of return, you must assume the costs of return shipping. Postage due shipments will not be accepted. In addition, you must attach a copy of your purchase invoice.

The customer will be responsible for ensuring that the item(s) and their packaging arrive in perfect condition, to avoid possible deterioration during transport.

When we have received your package, we will verify its status and as soon as we verify that everything is in perfect condition, we will send you an email notification.

The refund of all payments received for the purchase, including delivery costs, will be made within 14 days from the notification of withdrawal.

The refund will be processed through the same means of payment used by the customer for the initial transaction. Likewise, we reserve the right to withhold reimbursement until we have received the products or until the customer has presented proof of their return, depending on which condition is met first.

Remember that if you have used or manipulated the article we will not be able to refund the money.

Exceptions to the right of withdrawal

In accordance with article 103 of Royal Legislative Decree 1/2007, of November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws, a series of exceptions to the right of withdrawal, among which are:

The supply of goods made according to the specifications of the consumer and user or clearly personalized.

The supply of sealed goods that are not suitable to be returned for reasons of health protection or hygiene and that have been unsealed after delivery.

It is important that you know that the articles designed and created in a personalized way cannot be exchanged or returned, since they are articles made by hand and to order, according to the client's specifications.

Warranty

The guarantees will respond to what is regulated in the Title referring to "Guarantees and after-sales services" of Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws.

Further information: Guarantees and after-sales services

Canary Islands

To make returns from the Canary Islands you must send us the package by your own means with the carrier of your choice. The cost will depend on the transport company you choose and will not be refundable (we recommend keeping the shipping receipt showing the address of our facilities and the tracking number). Do not forget that our customer service is at your disposal to help you with any questions.

If you need help, do not hesitate to contact us by calling 956 28 12 40 from 10:00 a.m. to 14:00 p.m. and from 17:30 p.m. to 21:00 p.m., Monday to Friday; on Saturdays, from 10:00 a.m. to 14:00 p.m., or by sending us an email to the following address: info@joyeriagordillo.com