Exchanges and returns
At PLATADEPALO, we believe that a piece of jewelry is not just an accessory, but a part of your story. And we want you to experience it with the same passion with which we created it.
Therefore, if you need to make an exchange or return, we have prepared a simple, fair and uncomplicated process.
Changes:
- If a product exchange is requested, the shipping costs will be borne by the customer.
- Defective, damaged, or incorrect item: the customer must notify us within 24 hours of receipt. In these cases, PLATADEPALO will cover the collection and replacement costs at no additional expense to the customer.
- Custom-sized pieces They do not accept exchanges or returns, except in the case of manufacturing defects, as they require additional exclusive handcrafted work.
- How to send the product? The product must be sent in perfect condition, without signs of use, in its original packaging, and accompanied by the proof of purchase or, failing that, a slip of paper with the order number for identification purposes. Inside the package, please include: your name, surname, address (specifying that it is a return), a contact phone number, and the reason for the exchange or return.
Returns
Timeframe: You have 14 calendar days from receipt of your order to request a return. After this period, returns will not be accepted unless you have purchased premium shipping protection (see next section).
The following items are not eligible for return:
- Custom-sized pieces (excluding sizes 10 to 24) They do not accept exchanges or returns, except in the case of manufacturing defects, as they require additional exclusive handcrafted work.
- Jewelry that includes engravings, letters or names.
- If the product is not in perfect condition or has suffered any damage , you should be careful with the product(s) while they are in your possession.
- If the product packaging is not original or is not in perfect condition , the product will not be eligible for a refund. The original packaging must protect the product so that it is received in perfect condition; the use of seals and adhesive tape applied directly to the product is prohibited. The item must be returned using or including all original packaging, instructions, and any other accompanying documents.
- When the product is open, and it cannot be proven that it has not been used .
Premium shipping protection
- What it consists of: it is order protection against damage, loss and theft, as well as an extension of returns to 28 days (with the exceptions of custom sizes and outlet products mentioned in the previous section).
- Cost: it costs €4.99.
- What it guarantees: If you purchase this guarantee, free returns are extended to 28 days instead of the standard 14 days, and the order is covered against damage, loss, or theft. In the event of any of these three situations, PLATADEPALO will resend the order to the customer at no cost.
How to request an exchange or refund
To start a return, please go to the following link and fill in the fields with your order number and the email address you used to make the purchase: https://returns.itsrever.com/platadepalo
Once we receive the product to be exchanged or returned, we will carefully examine it to ensure it is in perfect condition (see previous section) and send you an email confirming that the refund or replacement of the non-conforming item is appropriate.
Options:
- Size change → the new size must be indicated.
- Product exchange → If you would like to exchange the product, we offer a voucher for the value of the product to be redeemed on our website, valid for 3 months.
- Return → We will refund the amount minus shipping costs once the product has been checked.