Address changes 

• To make an address change you have a maximum period of 2 days. Any modification must be quoted to verify that it does not entail extra expenses. 
• Once the shipping waybill is generated, no type of change can be made; for modifications, the customer must contact the parcel directly.
• Mouty Jewels will not assume any responsibility for packages delivered to incorrect addresses, we ask that you check and ensure that the shipping address is correct. Our team will provide support in case of problems with the parcel. Any details of change of address or references must be communicated with the corresponding parcel service. 

Delivery times

• The times for both the preparation of your purchase and the delivery by the courier are estimates, and may vary depending on various factors, both internal and external to the company.
• In high seasons, packages may have delivery delays of up to 20 extra business days than our requested times.
• If you have any problem with your shipment after having generated the report number with the corresponding parcel, you can request our support with tracking the incident by sending us a WhatsApp: +52 33 1841 6301 

Shipments to parcel offices HAPPEN

• If the order is sent to a post office, the customer must monitor the status of the shipment since the parcel only retains the package for up to 3 days. If the time is exceeded, the package will be returned to our warehouse and in order to be sent will have a new shipping cost.

Packages delivered to people other than the owner

• The package must be received only by the owner, it is important to keep an eye on the delivery process, you can review this information with your tracking number that you receive automatically in your email, or through our tracking portal.
• If you require your package to be received by another person, you must indicate this when making your purchase.
• We are not responsible for packages delivered to correct addresses but received by other people not indicated.

Are packages sent insured?

• For purchases over $200 USD, orders are sent insured. If you want to purchase insurance for your package, you can request an extra value of ($10USD).
• In the event of theft by parcel carriers, our team intervenes in the management to solve it. We may request details from customers, this type of process may delay deliveries by 10-15 business days.

What happens if the package arrives at your home and no one is there?

• If the package arrives at your home and no one is there, a second visit may be rescheduled. It is important to keep up to date with your order to avoid the package being returned.
• If the parcel does not make a second visit, it is possible that it will be sent to a post office, you must contact the parcel with your tracking number to indicate which office is closest to your home and it will be sent there.
• In the event that the package is returned, for reasons of not finding anyone at home, a second shipment will be made at the customer's expense ($30USD). *Does not apply to extended areas.

Extended areas 

• The extended areas or rural localities are defined directly by the parcel stores which are considered as points of difficult access or risk areas. This generates an extra charge in the shipping cost itself that must be quoted before making your purchase. 
• These areas They may apply delivery only at post offices to ensure delivery of the package.
• The delivery time may be extended to the days indicated at the time of making your purchase due to the delivery frequency of the parcels.  

For questions and concerns about shipping and coverage, or any other reason, do not hesitate to contact us, we will gladly assist you during our business hours from Monday to Friday from 10:00 a.m. to 6:30 p.m.:

• Whatsapp : +52 33 1841 6301
• Email: contacto@moutyjoyeria.com
• Telephone: +52 33 1841 6301

We are at your service to help you resolve all your doubts.