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Frequently asked questions

What is the delivery time and cost?

Spain & Portugal

CORREOS Express Shipping: 24-48 hours

· FREE → For orders over 40€

· €3.95 → Order with less than 40€

European Union

DPD/SEUR Standard Shipping: 2-6 business days

· FREE → For orders over 100€

· €6.95 → Order with less than 100€

or

DHL Premium/Express Shipping: 24-48 hours

· €9.95→ For orders over 100€

· €12.95 → Order with less than 100€

United Kingdom

DPD/SEUR Standard Shipping: 4-8 working days

· FREE → For orders over 150€

· €8.95 → Order with less than 150€

or

DHL Premium/Express Shipping: 24-48 hours

· 18€ on all orders.

Rest of the World

DHL Premium/Express Shipping: 24-48 hours

USA, Argentina, Brazil, Chile, Canada, Australia, Israel, Saudi Arabia:

· FREE → For orders over 100€

· 12.9€ → Orders under 100€

Rest of the World:

· 14.95€ → Rest of the world

Will I be charged duties and taxes?

European Union

Duties are included. Taxes are applied at checkout based on the state/province of the shipping address.

Outside EU

Orders outside the European Union may be subject to additional taxes or fees depending on the total amount of the order. In all cases, both shipping and return, from countries outside the EU, the customer will be responsible for the costs incurred.

For more information please contact your local customs office.

Returns & Exchange

What is your return and exchange policy?

· We offer quick and easy returns and exchanges for all customers up to 30 days from receipt of order.

· Returns must be in perfect condition and in the original packaging. 

· Packs and Sets can only be returned as a set. No individual item in a bundle can be returned for a refund, store credit, and/or size exchange.

Please note that the shipping costs of the original order are excluded from the amount to be refunded.

· More information see Shipping & Delivery section

*Aleyolé reserves the right to deduct 1.5€ from the refund In case of failure to receive the return with the original packaging (jewelry box + pouch/case).

How much is the cost of the return?

SPAIN & PORTUGAL

We will collect your order and deduct 2.90€ from the amount to be refunded to cover shipping costs if you use our courier service.

EUROPEAN UNION

We will collect your order and deduct 6.95€ from the amount to be refunded to cover shipping costs if you use our courier service. Please note that the cost of 6.95€ will be deducted from the amount to be refunded.

OUTSIDE EU

Send the package on your own with the courier service of your choice to our warehouse. (shipping costs and possible customs fees related to the shipment will be borne by you). More information here.

How do I make a return?

· To make a return, please go to our Returns Center and follow the instructions → REQUEST RETURN

· Your request will be accepted within 24 - 48 hours. You will then receive all the instructions to follow by email.

· For any questions, contact our customer service here.

When and how is the return made?

· The refund will be made through the same payment method used for the purchase, store credit or exchange

· The refund can be made up to 14 calendar days after receiving your package in our warehouse.

Order Information

How do I use a promotional code?

In the purchase process, when you start the Checkout, you will find: Do you have a discount coupon? both in the first summary step and in the third payment step.

Insert the coupon in the field and click "Apply" and it will be applied automatically.

Can I change the address of my order?

You can contact our customer service and we will do our best to make the change you need. Keep in mind that our orders are dispatched in an average of 24 hours and we can't guarantee that we can make the change. 

Once the order has been sent we cannot make any changes to it.

In this case, you will receive an email from our carriers to track your shipment.  In that email, you will find the option to modify the address or another aspect of your order.

Can I cancel my order?

All our orders are dispatched within 24 hours, so if it has been placed before 1:00 p.m. CET is possible we won't be able to cancel your order.

If you want to cancel your order, we suggest you contact our customer service department through the following link

How can I know if my order has been shipped?

You will receive a confirmation email when your order is prepared and ready to leave our warehouse, and another email when the transport service picks the package up and begins the transportation process.

Inside  "My Account" section, in the PREPARATION STATUS section you can see the status of your order:

NOT CONCLUDED: Your order has been received correctly by our warehouse and is being prepared

CONCLUDED: Your order has been prepared correctly by our warehouse and the carrier already has your order to be delivered

 

All our orders are prepared within a maximum period of 24-48 working hours. You will receive a confirmation email with the details of your purchase. Once we have shipped the order, the courier company will send you an email with a link so you can track the shipment.

 Shipping costs vary depending on the place of delivery for the different areas and are calculated automatically. You can get more information in the “Shipping and Deliveries” section.

How can I create an account in Aleyolé?

Below we detail the process to register as a client in Aleyolé Jewelry. By being a member of the Aleyolé Jewelry community you can receive information about new collections, promotions and more!

1. On the home page, at the top right you will find the Account Icon, click on it.

2. Follow the steps and fill in the email with which you want to register and the password

3. Next, check your email to “Activate your account”

4. Once you have clicked on “Activate your account” you will be able to directly access all the information about your purchases

5. We inform you that you will receive an additional email, informing you that your account has been activated

How can I see my last orders?

To access your orders you must follow these steps:

1. On the home page, at the top right you will find the Account Icon, click on it

2. Insert the email and password data

3. Once entered, it will take you directly to the "My account" section

--> Within the "My account" section you can find the following sections <--

1. ORDER: Reference number of your order, this number will serve you in the event that you have to contact our customer service department to refer to the product/s of your query. If you click on the number you can get detailed information about your purchase

2. DATE: Date of purchase of your order

3. PAYMENT STATUS: Payment status of your order

4. PREPARATION STATUS: Preparation status of your order

5. TOTAL: Total amount paid for your purchase

What payment methods can I use?

At Aleyolé Jewelry we accept different payment methods:

· Debit or credit card (Visa, MasterCard and American Express)

· PAYPAL

· Amazon Pay

· Google Pay

· Aleyolé's Gift Card 

*Keep in mind that once the payment has been made, we will not be able to modify the payment method or the currency used.

How Gift Card works?

The Gift Card does not expire

Nothing is lost! Any unused balance will be saved on the card for future purchases. If the total is greater than the balance of the Gift Card, you can pay the difference using any other available payment method. 

A refund of the Gift Card will not be accepted, nor will the existing balance of the Gift Card can be refundable by any means. 

ALEYOLE will not be held responsible in case of the loss, theft or damage of the Gift Card. 

In the event of a return, the purchases you made using the Gift Card will be refunded to the same Gift Card. 

How can I check my balance?

To check the balance of your Gift Card, please contact our support team at help@aleyole.com

Product Information

How to know the size of the ring?

You can find out the size of your ring by consulting our Size Guide here, or in the product sheet itself by clicking on the "size guide" button.

When are out-of-stock items re-stocked?

We constantly re-stocked our jewelry and we suggest that you subscribe to the availability alert on our website, in the product sheet itself. In this way, when they are available again you will receive a notification.

What materials are our products made of?

Our jewelry, unless specified in the product description, is made of 925 sterling silver and 18k gold plated. They do not contain nickel.

How to take care of jewelry?

The durability of the products will depend on their use and conservation. So to preserve as new for longer, we recommend that you:

· Avoid exposure to chemicals, such as perfumes, alcohol or corrosive substances.

· Avoid contact with water when bathing or washing your hands and remove them when going to the sea or sand.

· Avoid using them when exercising as sweat and the PH of the skin can alter the product.

· Store your jewelry in a clean and fresh environment and in our pouch or jewelry box.

· Try not to sleep with the jewelry to avoid causing accidental damage.

How to clean my jewelry?

Cleaning them is very easy! Use a soft cloth or our polishing cloth to gently buff the surface of your jewelry. In the case of pieces that are not gold-plated, you can use a damp cloth with baking soda, let them rest and then rinse them.

What materials are our products made of?

Our jewelry, unless specified in the product description, is made of 925 sterling silver and 18k gold plated. They do not contain nickel.

Aleyolé Information

Do you have a physical store?

YES! Our store is located in the city of Barcelona at the following address: Calle Amigó 35, 08021.

We also have a network of distributors in more than 130 countries.

See all locations here.

How do I contact customer Service?

For questions and queries, you can contact our customer service team at the following link or write to help@aleyole.com

How do I contact for a collaboration?

For collaborations please contact through the following email: press@aleyole.com

How do I contact Wholesale?

You can contact our wholesale team through the following email: wholesale@aleyole.com

Check here to become an ALEYOLÉ wholesaler

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