FAQ – Frequently Asked Questions
Where is my order?
Why couldn't payment be effected?
Check with your bank that you have sufficient funds to cover the order amount and/or If you are paying with a credit card or MasterCard or Visa debit card, check that you have correctly entered all safety codes.
How I can change my personal information?
You can change your personal information at any time by logging into your account and editing your profile.
How I can change the shipping address?
Once you placed an order, if the item hasn't been prepared for shipping yet, you can contact us.
We cannot guarantee changes of shipping address for orders already placed, without incurring on extra fees, so we suggest to check carefully the shipping address you wish to choose.
Have you forgotten your password?
Just select "forgot my password" instead of "Log in" in the log-in panel, and we shall let you have a new password through the email you have provided us during registration.
Can I modify my order?
You can change the contents of your order while you are placing it. Please note that once the order has been confirmed and payment has been effected, the contents of the order cannot be modified. Should you have chosen wrong products, please see our return policy. Once the order is formally placed the possibility to cancel it is limited. In case you want to cancel, please contact us immediately.
What if some required items aren't in stock?
Remember we are goldsmiths, and we work with raw materials we purchase and transform them into products you buy. If an item is not in stock, or you wish an item to be customized for you, we shall send an e-mail giving information on estimated time of manufacture and delivery.
Where do we ship the goods?
We ship for free only to addresses all over Spain.
For orders to other countries the shipping costs charged are added to the order. To know the cost of shipment please contact us by mail.
Can I place my order by phone?
No, orders cannot be placed by phone but you may call for any question you may have while you are placing your order on-line; we will be happy to assist you through the process. You can also stop by our store for shopping.