Anaé Gold

1. PRICES AND DELIVERY TIMES OF MY ORDER*

Shipping rates

Below you can see our shipping rates for your order.

- Peninsula :

• Pick up at Studio Villanueva, 42: FREE
• Over 100€: FREE
• Less than €100: €3.90

- Canary Islands

• Over 150€: FREE
• Less than €150: €9

- Balearic Islands:

• Over 150€: FREE
• Less than €150: €8.40

- Portugal:

• Over 150€: FREE
• Less than €150: €10

- Europe

• France: €17
• Italy: €17
• Belgium: €15
• Netherlands: €15
• Monaco: €18
• Luxembourg: €18
• Austria: €19
• Ireland: €19 
• Germany: €16
• Croatia: €21
• Denmark: €19
• Latvia: 21€
• Sweden: €19
• Bulgaria: 21€
• Slovakia: €21
• Estonia: 21€
• Greece: €21
• Poland: €21
• Czech Republic: €21
• Slovenia: €21
• Finland: €19
• Hungary: €21
• Lithuania: €21
• Romania: €21

Delivery times

The preparation time for your order is 2-3 days and once it has left the workshop, it will arrive by Correos Express within 24 hours. The maximum delivery time is 7 working days. The Deluem Classics collection may take a little longer than usual because everything is handmade. If you need it for a specific date, do not hesitate to write to us.

For international shipments with UPS, the delivery time can be 4 to 10 business days.

If you purchase a product that is temporarily out of stock, the delivery time will be between 10 and 15 business days. You will always receive an email at the address provided during the purchase, informing you that the order is ready and has been shipped.

*Delivery times may be altered during sales, Black Friday or other promotions, and during the month of August.

Important: Orders placed for In-Store Pickup between July 27 and August 31 (both inclusive) will be available starting September 1.

2. I HAVE A PROMOTIONAL CODE OR DISCOUNT

If you have a Deluem promotional code, you can use it before completing your order in the Purchase Summary section. Once applied, if it is a valid discount, you will see it in the purchase summary. Promotional codes are NOT cumulative .

In the case of a return or exchange, the value of the coupon will NOT be refunded. It cannot be exchanged for money either. Purchases made with promotions or discounts will be returned in the form of a voucher, money will NOT be refunded.

During sales periods, none of the usual discount codes will be available.

3. HOW DO I KNOW IF MY PURCHASE HAS BEEN MADE CORRECTLY? Once the purchase has been made, you will receive a confirmation email with your order details. If you do not receive it, please check your spam folder to see if it has arrived there. If you do not receive it, write to us at soporte@deluem.com indicating the name of the person who placed the order.

4. ONCE THE PURCHASE HAS BEEN MADE, CAN I MODIFY MY ORDER?

We want your shopping experience to be perfect. That's why we love to make it as easy as possible for you. You can make any changes you want within the first 24 hours. Just contact us within the allowed time period at the email address soporte@deluem.com so we can handle it as quickly as possible.

5. HOW CAN I CHECK THE STATUS OF MY ORDER?

Throughout the process of preparing and sending your order, you will receive several notifications so that you can know the status of your order. If you created an account at the time of purchase, you can access it and check the status of your order in “My orders”. If you have any problems, you can also write to us at soporte@deluem.com.

6. PROMOTIONS

In the event that a promotion includes a free earring or other product, when it is sold out or there is a problem, it will be replaced by one of the same or greater value, and Deluem will be responsible for choosing it. All promotions carried out are associated with a purchase.

7. PAYMENT METHODS

You can pay with any credit card (including American Express) and Klarna. Banking security is essential for our users, which is why we use an SSL security certificate to protect both your personal and banking data. We will never have access to your banking information, so your purchase will be safe and private.

8. CAN I REQUEST AN INVOICE FOR MY ORDER?

Yes, write to us at info@deluem.com with your order details and we will send you the corresponding invoice.

9. HOW CAN I CONTACT DELUEM?

• By email: info@deluem.com
• By phone: +34 910 18 28 82
• On Instagram: @deluem_esp

1. WHAT IS THE DEADLINE FOR REQUESTING AN EXCHANGE OR RETURN?

You have 14 calendar days from receipt of the purchase to request an exchange or return, except for orders placed between July 27 and August 31, for which the processing period will begin on September 1.

2. HOW CAN I PROCESS MY RETURN OR EXCHANGE?

Click here to access our returns and exchanges portal . You will have to enter the order number, which you will receive in your email, and the email address you used at the time of purchase. During the process you can request an instant refund and you will also receive instructions on how to complete the process correctly. Do you have any questions? Write to soporte@deluem.com.

3. WHAT ARE THE RETURN CONDITIONS?

We only cover the shipping costs if the product has arrived defective at its destination. If so, choose the collection point option on our returns portal and send us an email to support@deluem.com with your name and order number and we will take care of the rest.

Products given away in promotions are not subject to warranty, so we will not be responsible for shipping costs in case of defect.

Earrings, capes, shawls and flowers are not refundable.

In order for us to approve a return, the items must be in perfect condition. The conditions for exchanges and/or returns may change during sales periods, Black Friday or other promotions.

During the sales, promotions or Black Friday period, money will not be refunded, a code will be given that can be redeemed on the website. Money will not be refunded on products purchased at the outlet either, it will only be exchanged for a voucher.

4. DELUEM CLASSICS COLLECTION JEWELRY WARRANTY

The guarantee on jewellery products from the Deluem Classics collection is ten years. This guarantee only applies to the gold plating of the product and is for a period not to exceed ten years from delivery. Deterioration caused by an external accident (inappropriate maintenance, abnormal use, etc.) is excluded from the guarantee. Likewise, the guarantee will not cover apparent defects that the buyer must claim at the time of delivery of the product.

5. WHAT ARE THE EXCHANGE AND RETURN METHODS? 1. Home collection: It costs €5.00 for the Peninsula, €8.40 for the Balearic Islands and €9 for the Canary Islands and Portugal. (It will only be free in case of defect).

2. Send it on your own to: DELUEM STUDIO Calle Villanueva, 42, mezzanine right. 28001. Madrid

3. Delivery to store: DELUEM STUDIO Calle Villanueva, 42. Madrid

For exchanges: when you finish the process you will receive a voucher that you can exchange for the item and/or accessory you want. If the amount is higher, you will have to pay the difference.

6. HOW LONG WILL IT TAKE TO RECEIVE MY REFUND? It depends on the refund option you have chosen, which are as follows:

• Non-instant refund: it can take up to 15 days - Your order has to arrive at our warehouses and we have to review it manually.
• Instant refund to bank account: takes less than 10 seconds.
• Instant refund to original payment method: depending on the method it can take between 1 and 3 days. The good thing is that it does not depend on the collection.
• Instant credit refund: takes 1 second.

7. IMPORTANT ABOUT REVENI

How long does it take for the money to arrive?

It takes less than 60 seconds from the time you request the refund.

What happens if I haven't received my refund yet?

First make sure you are looking at your bank account instead of card transactions. And if you still haven't received it, please contact support@reveni.io.

How much does it cost?

Nothing, Reveni's service is completely free and has no impact on your refund.

Can I request my instant refund at any time?

As long as you meet the requirements for exchanges and returns, you can order it without any problems.

What should I do?

If you request home pickup, or if you send it yourself, you need to upload the tracking number to the Reveni portal. If you don't have a tracking number, please let us know at support@reveni.io when you have returned it.

What happens if I don't ship the products?

You would be in breach of Reveni's terms and conditions and they will initiate the process to recover the refund.

What happens if I send the wrong product or it is used?

Your return will be rejected and Reveni will begin the process to recover the refund. Remember that if the product is defective from the factory you must request an exchange, not a return.

What happens if I change my mind and decide to keep the product after requesting an instant refund?

Please contact our Customer Service team and the Reveni team will send you instructions on how to repay the unreturned product.

Do I need to create a Reveni account to receive an instant refund?

No, you will only have to accept the terms and conditions when requesting the refund and entering your bank account.

Why do I have to enter my bank account if you already have my bank details when I purchase?

The way to get your money back immediately is by bank transfer, so card details are not valid. Furthermore, Reveni does not have access to card details.

Will my data be safe?

Reveni complies scrupulously with the GDPR and a strict internal security policy to ensure that your data is safe at all times. In addition, they undergo regular security audits.

Why does Reveni contact me by email if I have not provided my data for this purpose?

When you accept the terms and conditions when requesting an exchange or return, you agree that Reveni may contact you. However, they will only contact you if they detect that the order is delayed more than it should be.