Frequent questions

If the product has any damage in the factory or during transportation, can the customer make a return?

The User may return the product without any cost in the event that it is a manufacturing defect or wrong product, and we will send a return guide by mail. If the customer wishes to make a return or exchange, the shipping costs are the responsibility of the customer.

Returns:

The Juliet Aurel team is committed to excellence and the total satisfaction of our customers, we will gladly accept requests for returns of unused, undamaged or defective products within 5 days of delivery of the merchandise. Only the cost of the product will be refunded, shipping costs will not be refunded. Return shipping is the responsibility of the customer and must be carried out with shipping insurance. If you purchased one of our jewelry pieces from a third-party seller and wish to exchange or return it, you must take the piece to the original dealer where you purchased the item. We are not responsible for any jewelry that was purchased directly from our online store.

How long do they have to make their warranty valid once the customer receives the product?

The user will have a period of 5 business days from the date they receive the product.

Does the return due to factory damage have any cost to the user/customer?

The return of products that have factory defects will not have any additional cost to the User.

Repairs:

• Juliet Aurel is committed to guaranteeing the best quality, which is why if any of your jewelry has a factory defect, the repair will be made at no extra cost.
• Our team may carry out repairs at an additional cost if it is considered that the damage was caused by misuse of the part.
• In the previous case, shipping and insurance costs are the responsibility of the customer to continue with the repair.

If the product has been purchased at a discount, the customer must cover the shipping cost for the exchange or return.

What process should I follow to file a return ticket for a factory defect?

• Send an email tocompras@julietaurel.com, requesting a return pre-authorization form explaining the reasons for your return and including photographs of the product.
• You must complete the form to receive authorization and send the product to the address provided to you.
• Shipping and insurance costs are the responsibility of the customer, the original packaging must be included. In the event that it is considered a factory defect, our team will be responsible by sending a guide so that the product can be returned.
• Upon receipt and inspection of the returned item (5-8 business days), the applicable refund will be issued (refund excludes shipping charges and insurance costs) only if the items are in the original retail condition and original packaging.
• Returns will not be accepted if the piece appears to have been used or altered.
• Once the return is authorized, the refund will be made.
• If more than 5 days have passed since your purchase and you have not been able to contact us for a return or exchange, unfortunately we cannot offer a refund or exchange.

How long will the process take for the customer to receive the new product?

The delivery of the product with the same characteristics or the new model chosen by the User, as appropriate, will be made within a period of 3 to 5 business days, from the date on which the Juliet Aurel team confirms with the User the change of the defective product or sending the new model.

If the same product is not in stock, the customer will receive another product suggestion or a refund will be made, as desired.

At what point will the refund be made to the customer?

Once our team verifies that the order is in good condition, we will proceed to refund all amounts paid by the User, not including shipping costs.

The return period for the amounts paid will depend on the payment method that the User used when purchasing the product.

If you do not know your ring size, we recommend having a local jeweler so you can know your measurement. You can also download ourPDF guide . We are responsible for sending you the ring size you requested. However, we cannot be responsible for determining your ring size. (Some people wear their rings loose, others tight. Sizing is your responsibility.) If you are unsure of your measurement, email us and we will do our best to help you.

Don't worry, we're here to help! We make our jewelry as sturdy as possible, but, as with all jewelry, stones sometimes fall out or a mechanism or chain can break. Your satisfaction is our highest priority - we will work with you to address the situation!

Your Juliet Aurel jewel has been made with the most sophisticated traditional methods for working gold, paying special attention to the quality of every detail. Each item is unique and guaranteed to be authentic. Your jewel is a luxury item and as such requires the greatest care. Jewelry is pieces of great value and in most cases delicate, so you should always treat it with the greatest possible care. Take care of its elegant finishes so that it retains its shape and color year after year. You can follow the following steps to better care for your Juliet Aurel piece:

• Avoid direct contact with cosmetic products or chemical substances that may damage its color or shine.
• Check after use that the stones of your jewelry are in good position, check the setting that holds them, this way you will prevent them from falling or getting lost.
• If you want to wash your jewelry, use warm water and soap (neutral), then dry it with a soft suede cloth that does not leave residue to avoid stains or scratches.
• You can polish your piece with the handkerchief you have received. The use of chemicals or cleaning products can alter the finish of some metals.
• Store each piece separately and preferably in its original case.
• If you use a jewelry box, keep your jewelry in separate compartments.
• Keep your chain jewelry flat to prevent it from forming knots.
• For any repair or anomaly in your jewel, we recommend that you do not make any decision until your ear has been analyzed by a specialist.

The Juliet Aurel team will be happy to answer any questions that may arise.

If you own a store that you consider aligns with our philosophy and want to distribute our products, follow the instructions in this form and select the distributor option. Our team will analyze your proposal and contact you as soon as possible.

What do I do if I buy a ring and I need it exactly the same but in a different size?

Follow the returns instructions and we will explain the case. Process

• Send an email tocompras@julietaurel.com, requesting a return pre-authorization form explaining the reasons for your return and including photographs of the product.
• You must complete the form to receive authorization and send the product to the address provided to you.
• Shipping and insurance costs are the responsibility of the customer, the original packaging must be included. In the event that it is considered a factory defect, our team will be responsible by sending a guide so that the product can be returned.
• Upon receipt and inspection of the returned item (5-8 business days), the applicable refund will be issued (refund excludes shipping charges and insurance costs) only if the items are in the original retail condition and original packaging.
• Returns will not be accepted if the piece appears to have been used or altered.
• Once the return is authorized, the refund will be made.
• If more than 5 days have passed since your purchase and you have not been able to contact us for a return or exchange, unfortunately we cannot offer a refund or exchange.

What do I do if I like a necklace but I need a different size chain?

Follow the instructions for personalized products

Our engagement rings are custom made, designed and designed exclusively for the person who will wear them.

Please follow the personalized steps and we will follow up from there.

What is the production process?

Once the design and budget are accepted, it will be necessary to pay 50% to start production.

What is the price range for engagement rings?

During the design and planning stage, a budget adapted to the client's needs can be established.

What material are Juliet Aurel engagement rings made of?

All our rings are made from fine materials, in platinum, 14 or 18 carat white, yellow or rose gold. Our designs are according to the wishes of our clients and can include precious stones such as diamonds, sapphires, rubies or emeralds.