Frequently Asked Questions

Welcome to the Santa Esmeralda FAQ.
Here you’ll find clear answers to common questions about our jewelry, orders, and customer care.

1. What payment methods do you accept?

We accept all major credit and debit cards, including Visa, Mastercard, American Express, and Discover.
You can also pay securely through PayPal, Apple Pay, and Google Pay.

2. How long will it take to receive my order?

Each order is prepared with care and usually ships within 1 – 3 business days after purchase.
Delivery time depends on your location and the shipping method chosen at checkout.
Once your order is dispatched, you’ll receive a confirmation email with tracking information so you can follow its journey.

3. Do you ship internationally?

Yes, we offer international shipping to most countries.
Shipping fees and delivery times vary by destination.
Full details are available on our Shipping Policy page.

4. What is your return policy?

You may return or exchange your jewelry within 30 days of receiving it, provided the item is in its original condition and packaging.
To start a return, please email [email protected] with your order number.
Our full return procedure is explained on the return page.

5. Are your products hypoallergenic?

Our pieces are made from high-quality metals such as 18–24 K gold vermeil, sterling silver, and tungsten, and most are hypoallergenic.
If you have sensitive skin, please refer to each product description or contact us for confirmation before purchasing.

6. How can I contact customer support?

Our customer care team is available to assist you with any questions or requests.
You can reach us by email at [email protected], or through the Contact Us form on our website.
We respond to all inquiries promptly.

7. Can I customize a piece?

At this time we do not offer custom designs.
However, many of our collections include limited-edition or made-to-order pieces created in small batches.
We recommend subscribing to our newsletter to hear first about new arrivals and special editions.

8. How do I care for my jewelry?

Proper care keeps your jewelry radiant for years.
Avoid contact with water, perfume, lotions, and cosmetics.
Remove your ring before exercising, cleaning, or sleeping.
Gently polish with a soft, dry cloth and store each piece separately in its box when not in use.

If you have any other questions or need personal assistance, please contact us at [email protected].
Our team will be pleased to help you.