Shipping and returns policy

Delivery times

The delivery time varies from 2 to 7 working days depending on the day of the week the purchase was made, since deliveries are only made from Monday to Friday. All our items are shipped by express courier.

Orders are prepared at the time the payment has been confirmed and at the following times:

Monday to Friday from 9:00 a.m. to 4:00 p.m. Orders received outside these hours will be prepared the following business day. No shipments are made on Saturdays, Sundays or holidays.

Shipping costs

The products purchased will be delivered to the address indicated in the order.
The purchase tickets will be sent to the email address indicated by the client in his registration in the online store arte-joya.com and may also be consulted in the registration account created by the client in the online store arte-joya.com .
On Saturdays, Sundays and holidays there will be no departure or delivery of orders.
Delivery will be made promptly under the responsibility of the carrier.
An order is considered delivered when the carrier delivers the package, or packages, to the customer and the customer signs the delivery receipt document. It is the responsibility of the customer to verify the status of the merchandise upon receipt and indicate all anomalies on the delivery receipt.

The shipping price is reflected in the following table:

1

Claim for undelivered orders

The consumer and / or user, after receiving an email that their order has been sent, if after a reasonable period of time they do not receive the product, they can contact arte-joya.com by phone (+34) 914 296 646, by the contact form or by mail: info@arte-joya.com to clarify the cause of the delay.

Once the claim has been obtained, arte-joya.com will contact the consumer and / or user in order to explain what happened and reach an agreement about what happened.

In the event that arte-joya.com does not have availability of the contracted asset, the consumer and / or user will be informed of this lack of availability and will receive the amounts paid from arte-joya.com as soon as possible.

Return policy

The consumer and / or user will have a period of 14 calendar days from the date of receipt of the product to return it without indicating the reason and without incurring any cost except the expenses related to the shipment that will be assumed by the consumer and / or user.

The following exceptions (among others) are established in the exercise of the right of withdrawal and are expressly included in the Law on consumers and users, which are:

c) The supply of goods made according to the specifications of the consumer and / or user or clearly personalized.

d) The supply of goods that may deteriorate or expire quickly.

e) The supply of sealed goods that are not fit to be returned for reasons of health protection or hygiene and that have been unsealed after delivery.

f) The supply of goods that after delivery and taking into account their nature have been inextricably mixed with other goods.

The refund of the amount will be made using the same payment method with which the user made the purchase.


The returned product must be in the same conditions in which it was received, that is, in perfect condition and, of course, it cannot be damaged, beaten or with reliable evidence of use that prevents the sale of the same product again. To send it, it must be done in an appropriate packaging that protects it during the journey.

Process:

To exercise their right of withdrawal, the consumer and / or user has a period of 14 calendar days. To do this, they will fill out the form established for this purpose in the “My account” section or they will make another type of unequivocal statement indicating their decision to withdraw from the sales contract.

Whether by one means or another, your communication must contain the following data:

Your identifying information: full name and address
Order number that appears on the invoice that has been sent to you along with the purchased good
Description of the acquired property
Your wish to withdraw from the sale contract
Date of communication
If you send your request by non-electronic means (for example, postal mail) it must be signed.

From the date on which you inform us of your decision to withdraw from the contract, the consumer and / or user has a period of 14 calendar days to return to arte-joya.com in perfect condition the property purchased along with a copy of the invoice.

arte-joya.com will promptly communicate to the consumer and / or user by email the acknowledgment of receipt of said withdrawal, with the shipping instructions by the consumer and / or user. Once received the product or the consumer and / or user has presented reliable proof of the return of the good, arte-joya.com will deliver without undue delay the sums delivered by the consumer and / or user.