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 jewellery shop at the following e-mail address: [email protected] and follow the instructions provided. Under no circumstances will returns be accepted if they do not comply with the procedure and channels established by the company.
Furthermore, the user shall not have the right to withdraw from special or customised orders.
We will not accept returns of products that have been tampered with, that have been used or that have had the security seals removed. Likewise, the return 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 authenticity and condition requirements, the reimbursement of the 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 for 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 cancel your purchase. Without penalty and without giving any reason. In the event that you wish to cancel the purchase of the product, you can notify us via our email: [email protected] and follow the instructions that are communicated to you.
Remember that the item(s) you wish to return must be in perfect condition, unused and unmanipulated, in its (their) original packaging and seal. With all its accessories.
If you wish to return the item, you will not be refunded the purchase price. Instead, an account will be created for you where the balance will be reflected in your favour. You will be able to use it for future purchases, with no expiry 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 that 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 apply for it from the moment you receive your order, both in shop and on the Web, a voucher will be issued without expiry date, in the case of shops. To do this you must bring the invoice of your purchase.
Return for the money:
You have a period of 14 days to request it from the moment you receive your order. In this case you must make use of the right of withdrawal using a form (you can download it below) and send it to us by email to [email protected] and we will proceed to refund your money by the same method you made the purchase.
For both methods, the shipping costs are borne by the customer.
How do I make returns?
Write to us at [email protected] to request a refund, writing to us with the order number (the email you received when you purchased the order) and the details with which the purchase was registered, such as name, surname, email and telephone number.
You can send us the products once we have authorised their return to the following address via an agency chosen at your own expense. Please note that we cannot be held responsible for the loss of the package by this method. However, if you prefer to return the product by this method, the return address is as follows:
Gordillo Jewellers Returns Dept.
33 San Francisco Street
Postal Code: 11005
(Cádiz)
By requesting collection by a courier managed by our jewellery shop (mainland Spain only), at a cost of €4.99 for packages weighing less than 1 kilo, which will be deducted from your voucher.
We would like to remind you that you can also return your order in our shop. To do so, you will need to provide a copy of your purchase invoice that we sent you with your order. It will always be available in your customer account.
Under no circumstances will collect postage due deliveries be accepted.
IMPORTANT: Once you have processed your return request, we will not be able to modify the selected format. Therefore, if at that moment 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 next steps.
How do I prepare my package for return?
Once you have applied for a refund, you should proceed as follows:
You must pack the item(s) you wish to return in its/their original packaging. If you have discarded it, you can create your own packaging.
Please enclose a piece of paper with the reference code of the return request and the email 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.
Adjunte la copia de la factura que le llegó con su pedido. Si necesitara recuperar su factura electrónica en formato PDF, puede hacerlo a través de la sección «Mi Cuenta», en el apartado «Historial y detalles de mis pedidos».
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 or items are in correct condition, the voucher will be generated with the corresponding import and you will be sent an email with the code of your voucher. You can always check this voucher 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 collect it from you. So if you prefer us to collect the package, you must request the return by voucher without expiry date in the previous section. If you would like to exchange an item, please go to the Exchanges section.
In which cases will refunds not be accepted?
Under no circumstances will returns be accepted if they do not comply with the procedure and channels established by the company. Furthermore, the user shall not have the right to cancel special or personalised orders.
We will not accept returns of products that have been tampered with, that have been used or that have had the security seals removed. Likewise, the return 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 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 withdrawal e-mail?
In order to return the product due to withdrawal, you must indicate your personal details in the email ....
In this type of return, you must bear the costs of the return shipment. We do not accept carriage forward shipments. In addition, you must enclose 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 costs will be made within 14 days from the communication of the withdrawal.
The refund will be processed through the same means of payment used by the customer for the initial transaction. We also reserve the right to withhold the refund until we have received the goods back or until the customer has provided proof of return of the goods, whichever condition is met first.
Please note that if you have used or tampered with the item we cannot refund the money.
Exceptions to the right of withdrawal
In accordance with article 103 of Royal Legislative Decree 1/2007, of 16 November, which approves the revised text of the General Law for the Defence of Consumers and Users and other complementary laws, a series of exceptions to the right of withdrawal are founded, among which are:
The supply of goods made to the specifications of the consumer and user or clearly personalised.
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 for you to know that custom designed and created items are non-exchangeable and non-returnable, as they are handcrafted and made to order, according to customer specifications.
Guarantees
Las garantías responderán a lo regulado en el Título referido a «Garantías y servicios posventa» del Real Decreto Legislativo 1/2007, de 16 de noviembre, por el que se aprueba el texto refundido de la Ley General para la Defensa de los Consumidores y Usuarios y otras leyes complementarias.
More information: Warranties and after-sales services
Canary Islands
For returns from the Canary Islands you will have to 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 that you keep the proof of postage showing the address of our facilities and the tracking number). Don't forget that our customer service department is at your disposal to help you with any queries you may have.
If you need any help, please do not hesitate to contact us by telephone on 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, or by sending us an e-mail to the following address: [email protected].