Withdrawal and return
The customer has the right to withdraw from the contract within 14 calendar days of receiving the item.
How do I submit a return or exchange request?
Click the profile icon in the store navigation or go to the refund policy or returns page, then request a return.
- Log in to your account:
- In the "Email" field, enter your email address and then click "Continue."
- In your email account, open the email sent from our store and copy the six-digit verification code that appears there.
- Return to the online store and then enter the six-digit verification code.
- Click on the order for which you wish to request a return or exchange.
- If your order has more than one item, select the items you wish to return.
- Select a reason for the return or exchange and add a note to the store. If it's a size exchange, please indicate the new size you'd like.
- Click "Submit Request."
If your return request is approved and requires shipping, you'll receive an email with shipping instructions and a return shipping label. After returning the product along with its original packaging, you'll receive a refund or a replacement product in the requested size as soon as possible.
Sibela Studio will then contact the customer to arrange for the product to be returned.
Online purchases do accept model changes.
Returns will not be accepted if the jewelry has already been personalized (engraved), made to order, modified after delivery, i.e. size adjustments, or any alteration to the product not made by our factory.
The refund will be made using the same payment method used for the purchase. The exchange and return policy will apply.
EXISTENCE OF WARRANTY
All Sibela jewelry has the guarantee reflected in the "GUARANTEE" section of the website.
Likewise, the customer is informed and aware that the size of the photographs contained on the Portal does not correspond to the actual size of the products.
In any case, without prejudice to the provisions of the specific terms and conditions of the website's warranty section, Sibela products purchased by the customer through the purchase process established on the website are covered by the legal warranty applicable to consumer goods. The warranty for damage caused by improper use is excluded, as is any warranty generally excluded by current European Union legislation.
For all exchanges and returns within and outside of Spain, the consumer must pay all shipping costs.
If the customer wishes to return the products themselves, they must arrive at Sibela Studio within 14 calendar days of receiving the item.
