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Transport and delivery times

1. Consignments

1.1. MASMENOSDOS Artículos de Importación S.L., hereinafter Platadepalo or www.platadepalo.com, will make the best efforts so that the order reaches the address that the customer has indicated in the form within 7 working days of the order. However, please note that the maximum time limit set by law is 30 days. Please note this point when ordering. If you would like to specify a specific date or time, please contact our team at: carson@platadepalo.com

The current shipping costs for the customer are:

1.2. Platadepalo will make the most of its efforts in order to make deliveries on the scheduled, offered or confirmed date. However, it will not be held responsible for any failure to comply with these dates, provided that it is for reasons beyond Platadepalo’s control.

1.3 Upon delivery of the goods, the customer must sign the delivery order giving his consent to the delivery. The customer’s agreement to the delivery order implies the renunciation of any kind of complaint claim regarding the goods ordered and received.

2. Insurance

2.1. Platadepalo has established a collaboration agreement with different transport companies for shipments within the Peninsula, the Balearic Islands and the Canary Islands and for international shipments.

In order to make the insurance effective or to correct any errors in delivery, it is essential that any incident with regard to the goods received or their packaging be recorded in the comments section of the carrier’s delivery document. It is also essential that Platadepalo be notified of this incidence within a maximum period of 24 hours.

If these conditions are not met, Platadepalo will not assume any responsibility for the goods. Platadepalo reserves the right to recover the property on the product in case of non-payment of the price.

3. Returns and product changes

3.1 The User shall have a period of fourteen (14) working days, according to the official calendar of his place of residence, to return the order, from the date of delivery of the order according to article 44 of the Law 7/1996 of Ordination of the Retail Trade. For this purpose, the User must send the product in perfect condition and in its original packaging, including all that has been sent with it and its labels in perfect condition, to the address of Platadepalo.

Once the User has exercised the right of return, Platadepalo will refund the amounts received by means of fertilizer, without any retention and within a period not exceeding 30 days. However, the above provisions exclude the right of withdrawal and/or termination in cases where, by the very nature of the items being acquired, it is impossible to carry out the acquisition.

3.2 It will only be possible to change one product for another if there is stock of the desired product.

3.3 In which cases is item return not allowed?

All items that include some degree of customization do not accept returns. The degrees of personalization are those listed below:

- Earrings modified with thread nut

- Non-standard size rings, that is, they are not sizes 12, 14, 16, 18 and 20

- Jewels that include engravings, letters or names

- Any other personalization element that is not included in the standard offer of the web

Changes or returns of modified jewelry pieces will not be accepted at the request of the client.If you detect any incident in the reception of your order, you should contact the PLATADEPALO Customer Service at carson@platadepalo.com

3.4 For a refund to be accepted, the products to be returned must meet the following requirements:

• The unwanted product must be in the same state as it was delivered, and must retain its original labelling and packaging.

• The unwanted product must be returned using the same cardboard protective box in which it has been received to protect the product, or failing that, in a similar protective box so that the product reaches our warehouse with the maximum possible guarantees.

• A copy of the delivery note should be included in the package, where the returned products and the reason for the return are marked.

3.5 If the requirements of the previous point have been respected, Platadepalo will send the user an email confirming the acceptance of the refund and will proceed to the payment of the amount of the returned products, less the cost of return of these. The shipping costs of the order will only be refunded in the case of defective or incorrect products.

3.6 If the order was returned to origin because the logistics company could not deliver it by negligence of the latter to the recipient, Platadepalo will take care of all the expenses of the first forwarding. Should the logistics company have operated correctly, Platadepalo will not be responsible for the forwarding cost. If in this situation the customer desists from the purchase, the amount of the item corresponding to the order will be refunded, but not that of the shipping and handling costs.

3.7 In the case of return for personal reasons, the client will be responsible for the return costs.

3.8 If the customer wishes to make a change, he must follow the return procedure and choose another product. Return costs will be borne by the customer and forwarding costs will follow the logistics cost policy applicable to a first shipment.

3.9 If the return or change is due to an error on the part of Platadepalo as far as the shipment is concerned, Platadepalo will be responsible for the costs of return and subsequent forwarding..

3.10 In any case, the customer must follow the detailed return procedure. Platadepalo reserves the right to claim compensation to compensate for any damage suffered by the goods, as well as to recover the direct costs incurred by the return. Refunds that do not follow the refund procedure will not be accepted.

4. Return procedure:

4.1.Send us an email to carson@platadepalo.com to request a refund or change and you will be assigned a return number. The shipment must be made to the following address: Platadepalo Calle, Mutilva Baja, nº 6 bajo, 31006 Pamplona, Navarra, Spain.

4.2. Include in the original packaging all the items received (item, box, certificate and invoice).

4.3. Send the package to the address given in point 4.1. including the return number.

4.4. Once we have received the package, we will proceed to identify and verify the status of the returned products. This operation can take up to 48 hours, since each article is analyzed to verify that it corresponds to the one actually sent. Diamond jewelry will have a delay in the return period due to the necessary diamond recertification.

4.5. After the verification,you will receivean approval email and we will immediately proceed with the exchange or return.If there is any discrepancyin the return, wewillcontact you with the same urgency.

4.6. We recommend that you send your return via a carrier who offers you sufficient guarantees. Platadepalo will not be held responsible for the loss or damage of packages sent by customers.

5.Warranty

5.1. Platadepalo ensures the quality of its jewelry and accessories through demanding controls, also offering a 2-year guarantee against manufacturing defects.

As indicated, to opt for changes, returns or adjustments, you should contact Platadepalo at carson@platadepalo.com to immediately initiate the processes.