Modifications, Cancellations and returns

Order modification

• To modify an order you must report it via WhatsApp to +52 33 1841 6301 from 10 am to 6 pm from Monday to Friday.

• You only have 2 hours to make your change after making a purchase. (Applies to carvings, engravings, models and metals).
• If your order is in process, in the workshop, or already in the logistics area, there will be an extra charge for the modification.
• It is possible that your order may have delays in its preparation as it will have to start the process again.
• For changes in sizes, it will only apply to line sizes. If you need a special size, it will be quoted and will have an extra charge (see the information on special sizes in the ring sizes section.

Order cancellation

• To cancel an order you must report it via WhatsApp to +52 33 1438 9205 from 10 am to 6 pm from Monday to Friday.
• You only have 12 hours to make your report after making a purchase.
• If you exceed the time, it can be canceled and charged 20% of the total purchased.
• Any credit or refund will be made once the package is received in our offices and its state of conservation has been verified.
• The money is returned in the same way that your order was paid. In the case of transfers or deposits, the application time is 48 business hours, in the case of a purchase by bank card it may take up to 72 hours since it depends on the application time by the bank.

Returns

• You can make returns up to 10 calendar days after receiving your purchase. Only the return shipping costs and insurance ($500 MXN) will have to be paid. We ask you to request a return guide, as described below, otherwise it will not be accepted.  
• To proceed with a return it is necessary that the product has not been used, that it has its new product label (all items have it) that it does not present any detail or manipulation. IMPORTANT Before sending your return, take photographs of the product and the entire package, send them via WhatsApp to +52 33 1841 6301 to verify its status.
• Without exception, no return can be applied if the piece no longer has the new item label.

• Any credit or refund will be made once the package is received in our offices and its state of conservation has been verified.
• Items purchased as a last chance or at a discount DO NOT have returns, cancellations, exchanges, or refunds. Our promotions may have different terms and conditions.

How to prepare an exchange or return?

Contact or send a message by WhatsApp to the number +52 33 1841 6301 and have your order number at hand.

You will receive a return guide for our parcel by email.

Pack your items securely. If the Mouty certificate (engagement rings, earrings and churumbelas) or the case is not included in the return, an extra $200 MXN will be deducted from the refund. For security reasons, please do not write Jewelry on the outside of the package.