Once the request process is completed, you will receive a return label and corresponding shipping instructions via email to process the return of the product, which must be in perfect condition and include the original tags.

• Requesting a product or size exchang.

The product exchange is free, except for the shipping cost. Once we receive the package with the product to be exchanged, we will verify that the piece is in perfect condition and proceed to accept the exchange. At this point, you will receive an email with the link to pay for the shipping of the new piece. If you choose a product of higher value, you will need to pay the difference. If you exchange the product for one of lower value, the difference will be refunded at this time. Once the payment is made, you will receive your new order within our shipping time frame of 2-5 business days for preparation, not including the shipping time which depends on the country.

• Requesting a return

To initiate a return, you must contact the customer service team directly by sending an email to info@simuero.com within a maximum period of 3 days from the date of receipt of the package.

Once we receive the package with the product to be returned, we will verify that the piece is in perfect condition and proceed to accept the return. 

 

At Simuero, we work each piece by hand, valuing every unique detail, so our products may contain imperfections and particularities that make each piece unique. We do not offer returns for these types of particularities as they are part of the design and irregular finish of our pieces. Please keep this in mind before purchasing.

Due to the ergonomics of some of our pieces, it may not be possible to produce them in certain sizes.

You have a period of 15 days from the date of purchase to request an exchange.

Notwithstanding, in the event of filing a claim due to a defect in the product, it must be submitted within a maximum period of 3 days from the receipt of the package.

Once this period has expired, Simuero reserves the right to reject the request. During peak season (Christmas), we will extend the period to one month.

All sales of items with special discounts or items purchased with a coupon code are not subject to exchanges or returns.

• Products Not Eligible for Return

Our collection of solid gold pieces, as well as all the products we offer as unique and exclusive, are not eligible for exchanges or returns. Products purchased with
promotional codes or discounted items are not subject to exchanges or returns.

In accordance with the provisions of Art. 103.c) of the Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws, these products, made according to consumer and user specifications or clearly personalized, cannot be returned.

• Refunds

Full refund returns must be requested by email at info@simuero.com. In these cases, the purchase amount will be refunded once the returned product is received at the mentioned address. Shipping costs will not be refunded. Simuero reserves the right to reject a return if all the above conditions are not met. In such cases, you will be notified by email that your order is not eligible for return.

If the product arrives opened or damaged, Simuero will cover the shipping costs
incurred in returning the products, provided the return is due to our error.

Refunds are always made to the credit card used to place the order; this is to prevent fraud. The refund will be processed once we have received and inspected the returned product. Depending on the bank, the transaction usually takes between 3 and 5 business days.

Simuero is not responsible for defects due to damage caused by improper or negligent use, alterations, and aesthetic damage due to normal wear and aging.