Shipping and Returns

Shipping

Enjoy free domestic shipping in all orders within the US. For international orders, please contact our customer service team at customerservice@nellyrojasjewelry.com

Exchanges

For exchanges, customers have five (05) calendar days; the product must be in its original packaging and unused. The warranty period for the products is thirty (30) calendar days for defects related to materials, manufacturing, and/or craftsmanship under normal use conditions. Changes are not accepted for products that have been damaged due to improper use, such as impacts, exposure to the elements, humidity, the use of chemicals, or failure to follow the instructions provided at the time of purchase and implied in the certificate of authenticity.

Returns

Jewelry purchased from Nelly Rojas through its online store can be returned and refunded, provided the following conditions are met:

  • If the reason for the return is the responsibility of the Nelly Rojas brand,
    meaning the received product is defective or does not match the jewel ordered as confirmed in the order.
  • Notify via email at customerservice@nellyrojasjewelry.com with the subject: RETURN REQUEST.
  • Send the jewelry to be returned within 3 business days from the date of receipt to the address provided in response to the initial notification, and email a copy of the shipping receipt.
  • The jewel must be in perfect condition, maintaining its original packaging and labeling.
  • The jewel must be returned using the same box in which it was received. If it cannot be returned in the same box, the customer must use a box that protects the product until it reaches its final destination to ensure it is received in the best possible condition.
  • Additionally, the customer must include a copy of the delivery receipt inside the package, specifying the returned products and the reason for the return.

Refunds

In the event of a refund, the refunded amount will be equal to the cost of the returned jewels. Only in cases where the delivered jewel is defective or incorrect, Nelly Rojas will also refund the
corresponding shipping costs to the customer.

WARRANTY

Nelly Rojas is committed to complying with the terms established by law regarding
the quality, suitability, safety, and good condition of the offered jewelry. Therefore, the warranty for the products is 1 year from the date of purchase and applies only to manufacturing defects related to materials, manufacturing, and/or
craftsmanship under normal use conditions.