Return and exchange policy

The right to return the purchased item may be exercised within 14 calendar days of delivery.

How do I return an item?

To return an item, the customer must contact our jewelry store at: info@joyeriagordillo.com and follow the instructions provided. Under no circumstances will returns be accepted if they do not comply with the procedures and channels established by the company.

In addition, the user shall not have the right to cancel special or customized orders.

We will not accept returns of products that have been tampered with, have been used or have had the security seals removed. Likewise, return shipping costs will not be reimbursed.

The items must retain the original packaging (box, documentation and accessories) and once Joyería Gordillo notifies that the returned products meet the requirements of authenticity and condition required, the reimbursement of payment will be made using the same means of payment used in the initial sale and in a period of less than 14 working days.

Is there a repayment 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
33 San Francisco Street
Postal Code: 11005

Return due to withdrawal / Money refund

What is the method of returning the item?

To return your item(s), you have 14 days from receipt of your order to voluntarily cancel your purchase. Without penalty and without indication of reasons. In case you want to cancel the purchase of the product, you can communicate it to us through our e-mail: info@joyeriagordillo.com and follow the indications that will be communicated to you.

Remember that the item(s) you wish to return must be in perfect condition, unused and untouched, in its (their) original packaging and seal. With all its accessories.

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

If you wish to exchange the item for another one, you will have to pay the difference if the cost of the latter is higher. On the other hand, if the cost is lower, the difference will be kept in this account.

Returns

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

Return by voucher:

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 issued without expiration, in the case of stores. To do so, you must bring the invoice of your purchase.

Return for the money:

You have 14 days to request it after you receive your order. In this case you must use the right of withdrawal by filling out a form (you can download it below) and send it to us by email to 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@joyeriagordillo.com to request the return, writing to us with the order number (email that arrived when you purchased the order) and the data with which the purchase was registered as name, surname, email and phone.

You can send us the products once we authorize their return to the following address through an agency of your choice. Please note that we cannot be held responsible for the loss of the package in this way. However, if you prefer to make the return by this method, the return address is as follows:

Gordillo Jewelry Returns Dept.
33 San Francisco Street
Postal Code: 11005
(Cádiz)

Through the request for collection by a courier managed by our jewelry (only peninsula), with 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 return your order in our store. To do so, you will need to provide a copy of your purchase invoice that we sent with your order. It will always be available in your customer account.

No freight collect shipments will be accepted under any circumstances.

IMPORTANT: Once the return request has been processed, we will not be able to modify the selected format. Therefore, if at that moment, you have chosen the option of sending the order to us 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 next steps.

How do I prepare my package for return?

Once you have requested a refund, you should proceed as follows:

You must package the item(s) you wish to return in their original packaging. In case you have discarded it, you can create your own packaging.

Attach a piece of paper with the reference code of the return request and the e-mail address you used to make the purchase. If you are unable to print the return document we send you, please write it down on a piece of paper in legible handwriting.

Attach a copy of the invoice that came with your order. If you need to retrieve 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 items are lost along the way.

When the Returns Department has received your package and verified that the item(s) are in correct condition, a voucher will be generated with the corresponding import and an email will be sent to you with your voucher code. This voucher can always be consulted by logging into the website from your customer account, in the Discount Coupons section.

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

In which cases will returns not be accepted?

Under no circumstances will returns be accepted if they do not comply with the procedures and channels established by the company. In addition, the user shall not have the right to cancel special or customized orders.

We will not accept returns of products that have been tampered with, have been used or have had the security seals removed. Likewise, return shipping costs will not be reimbursed.

The items must retain the original packaging (box, documentation and accessories) and once Joyería Gordillo notifies that the returned products meet the requirements of authenticity and condition required, the refund of the payment will be made by the same method in which the purchase was made and in a period of less than 14 working days.

What to indicate in the cancellation e-mail?

In order to make the return due to withdrawal, you must indicate your personal data in the e-mail ….

In this type of return, you will be responsible for the return shipping costs. No freight collect shipments will be accepted. In addition, you must attach a copy of your purchase invoice.

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

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

The reimbursement of all payments received for the purchase, including delivery charges will be made within 14 days from the communication of the withdrawal.

The refund will be processed through the same payment method used by the customer for the initial transaction. We also reserve the right to withhold reimbursement until we have received the goods or until the customer has provided proof of return of the goods, whichever condition is met first.

Remember that if you have used or tampered with the item we cannot refund the money.

Exceptions to the right of withdrawal

Pursuant to Article 103 of Royal Legislative Decree 1/2007, of November 16, 2007, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws, there are a number of exceptions to the right of withdrawal, among which are:

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

The supply of sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery.

It is important to know that custom designed and created items are non-exchangeable and non-returnable, as they are handcrafted and made to order, according to the customer’s specifications.

Warranties

The warranties shall comply with the provisions of the Title referred to “Warranties and after-sales services” of Royal Legislative Decree 1/2007, of November 16, 2007, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws.

More information: Warranties and after-sales services

Canary Islands

For 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 shipping company you choose and is non-refundable (we recommend that you keep the shipping receipt showing the address of our facilities and the tracking number). Don’t forget that our customer service is at your disposal to help you with any questions you may have.

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