FAQ
Shipping
How are shipments made?
Shipments are made via courier in Mexico City and parcel service (Estafeta) in the Mexican Republic.
What is the shipping cost?
Shipping is free in Mexico City and in other parts of the Republic it will be charged according to the rates indicated by the courier company.
Do you ship internationally?
International shipments are made, with the cost of shipping and the corresponding import taxes being the responsibility of the customer.
How can I track my order?
The order can be tracked through the guide that is shared with the customer once the purchase is made.
How is the merchandise delivered?
The merchandise is delivered in a cloth bag with a drawstring, in a rigid box with a bow or in a special necklace case.
How long does it take for my order to arrive?
Delivery time depends on the availability of the product. If the part is in stock, the delivery time will be a maximum of 24 hours.
Returns and Exchanges
Can I exchange an item?
Yes! If you have ordered the wrong size, colour or other product, you can exchange it as long as it still has the original label.
What is the deadline for making a change?
We consider 30 days to be a good time frame to make a change, the more
The sooner you let us know, the better.
How do I process a change?
To request a change, please send an email to contacto.iselaroblesjoyas@gmail.com detailing the reason for your request. In response, you will be provided with the corresponding instructions to carry out the procedure.
What costs are involved in exchanging merchandise?
It involves your part, covering the shipping costs both ways, as well
such as the price difference if you wanted to change to another model, or
repair or modification costs.
Payment Methods
What payment methods are available?
All credit cards, PayPal and Apple Pay payments, as well as bank transfers are accepted.
Do the prices include VAT?
Yes, prices include VAT.
Can I invoice my purchase?
Without any problem, you can invoice your purchase within the month in which you have it.
done. We would ask you for your tax information, updated ID and an email
electronic for shipping.
Size Guide
How do I know what ring size I need?
In the Rings section we have a chart with the different measurements to facilitate the appropriate choice.
What length corresponds to 40cm in the chains?
When we specify that a chain is 45 cm long, we are referring to its extended length. When you bend it to fit your neck, it will reach its beginning. This length is one of the most common.
If you prefer a more fitted look, the recommended measurement is 40cm, while a longer chain, reaching approximately to chest height, would be 50cm.
In the Necklaces section, we have a chart with the different measurements to facilitate the appropriate choice.
Care and Repair
What is the best care for my jewelry?
We recommend that you avoid contact with chemical substances such as sprays, mousse, alcohol, dyes, chlorine, creams, among others. It is also advisable not to expose your pieces to salt water or direct sunlight.
For their preservation, it is preferable to store them separately, in order to prevent possible scratches between them.
In the case of pieces with stones, it is important to periodically check their setting, as the prongs can loosen over time.
How can I clean my jewelry?
Do not use low-quality cleaning liquids on your jewelry pieces, as they may be too abrasive.
If the product is indicated for silver , it should not be used on gold-plated silver pieces, as it could damage them.
Also, do not immerse parts in cleaning liquids for more than 8 seconds. It is essential to rinse them thoroughly and dry them with a soft cloth, making sure not to leave any water residue.
What do I do if my part is damaged?
We invite you to contact us so we can advise you. We can help you with repairs or a professional cleaning to restore its shine and appearance. We are here to take care of your pieces!
Can I put them in the sea?
We do not recommend this. Salt water, along with sun exposure and contact with sunscreen, can damage your pieces or reduce their shine. To keep them in top condition, it is best to avoid wearing them in these conditions.
Materials
What kind of materials do you use in your jewelry?
Our favorite is 0.925 sterling silver for its beautiful shine and quality. However, we also love to design with semi-precious stones, shells, ribbons, leather, acrylic and other materials that we consider special. We always look for the best quality for each piece.
Why is silver called 0.925?
.925 silver, also known as sterling silver , is so named because it is composed of 92.5% pure silver .
Pure silver (100%) is a very soft and malleable metal, which makes it not very durable for jewelry. By mixing it with other metals, its durability is improved without losing its characteristic shine and beauty. For this reason, .925 silver is the most commonly used in high-quality jewelry.
What carat weight do you use for gold-plated jewelry?
Generally, our gold-plated jewelry has a 14K coating. However, some collections may have an 18K coating, which we always specify in the description of each piece.
About Us
How can I contact them?
You can contact us at +52 56 3619 2699 or at contacto.iselaroblesjoyas@gmail.com
What do I do if there is an incident with my order?
If you experience any issues with your order, please contact us immediately. Our customer service team is ready to help you resolve any issues and ensure your experience is as satisfactory as possible.
Do the products include a certificate of authenticity?
All our pieces come with a card specifying the materials they are made of and the collection they belong to. For the most exclusive products, such as those with a limited production or unique pieces, usually numbered, we offer a certificate of authenticity.
Do you offer custom orders?
Yes! We can create custom designs based on your needs and preferences. Contact us for more details and we will be happy to help you make your idea a reality.
Do you offer a warranty?
Yes, our jewelry comes with a 30-day warranty. We also offer a lifetime repair service, with a cost that varies depending on the size of the repair, so you can always keep your pieces looking like new.
CLARIFICATIONS
We are committed to shipping domestically via reliable courier companies. However, please note that courier companies may experience unforeseen delays.
We want to make sure your order gets to its destination, but we are not responsible for lost packages or packages sent to an incorrect address if the error came from the information provided by the customer. Make sure to verify the information before making your purchase to avoid inconveniences.
If you have any questions or need assistance, please feel free to contact us. We are here to help!