Shipping & Returns
Shipping Policy
At La esperanza Joyeria, we prepare every order with care so your jewelry arrives in good condition. This policy explains how we process and ship purchases made through our website.
Shipping Destinations and Costs
We ship to the locations available at checkout. Shipping options and costs are displayed before you confirm and pay for your order. If your address is not available as a shipping destination, please contact us before placing an order.
Order Processing
Orders for available items are prepared for shipment within an estimated [X to Y business days] after payment is confirmed. Orders placed on weekends or holidays begin processing on the next business day.
Made-to-order, personalized, or resized pieces may require additional time. When applicable, we will provide an estimated timeframe on the product page or before you confirm your purchase.
Delivery and Tracking
Estimated delivery times depend on the destination and shipping service selected. Once your order ships, we will send you a confirmation with tracking information, if the shipping service provides it.
Delivery dates are estimates. If we expect that we cannot ship your order within the stated timeframe, we will notify you and offer you the choice to accept a new shipping date or cancel any items that have not shipped and receive the applicable refund.
Shipping Address
Please check that your name and shipping address are correct before confirming your purchase. If you need to make a correction, email us as soon as possible at [customer service email] and include your order number. We will try to update the address if the package has not yet been handed over to the carrier.
If a package is returned because the address was incomplete or incorrect, we will contact you to arrange another shipment or an appropriate resolution. We will inform you of any additional shipping cost before sending the package again.
Delayed, Lost, or Damaged Packages
If tracking has not updated, your package is marked as delivered but you have not received it, or your order arrives damaged, contact us at [customer service email] with your order number. If there is visible damage, keep the packaging and send us photos of the box and the product. We will review the situation and help you arrange an appropriate resolution.
International Shipping
International shipping is available only when offered at checkout. Applicable import taxes, duties, or customs fees will be disclosed during checkout when possible. Otherwise, these charges may be collected by customs authorities or the carrier upon delivery.
Contact Us
If you have any questions about your shipment, email us at [customer service email] and include your order number.
Return & Exchange Policy
We want you to be happy with your purchase. This policy explains how to request a return or exchange for jewelry purchased through our website.
Return Eligibility
You may request a return or exchange within [number] days of delivery. Eligible items must be unworn, in their original condition, and returned with their original packaging and any certificates or documents included with the order.
Personalized, engraved, resized, or made-to-order pieces cannot be returned or exchanged if they were delivered as ordered, unless they arrive damaged, defective, or incorrect. Items marked Final Sale on the product page are also ineligible for a change-of-mind return or exchange.
How to Start a Return
Email [customer service email] with your order number, the item you wish to return, and whether you would prefer a refund or exchange. Please wait for our return instructions before sending the item. Returns sent without prior authorization may take longer to process.
Pack the jewelry securely. We recommend using a shipping service with tracking and appropriate insurance, especially for valuable pieces.
Return Shipping Costs
For a return or exchange due to a change of mind, the customer is responsible for return shipping costs. If we sent the wrong item or your order arrived damaged or defective, we will provide instructions and cover the applicable return shipping costs.
Original shipping charges are nonrefundable for change-of-mind returns. If an error on our part requires a return, we will refund the applicable original shipping charge.
Refunds
Once we receive and inspect your return, we will email you with the outcome. Approved refunds will be issued to the original payment method for the eligible item and applicable sales tax. Your bank or payment provider may need additional time to post the refund.
Restocking fee: [State “No restocking fee” or specify the fee and when it applies.]
Exchanges
Exchanges depend on product availability. If the replacement item has a different price, we will confirm the difference with you before processing the exchange. We will also confirm any shipping cost for the replacement item before you agree to proceed.
Damaged, Defective, or Incorrect Items
Please contact us as soon as possible if your order arrives damaged, defective, or incorrect. Include your order number and clear photos of the item and packaging. We will review the issue and arrange an appropriate replacement, exchange, or refund.
Contact Us
For help with a return or exchange, email [customer service email] and include your order number.