Exchanges and Returns

At Simuero, you have a period of 15 days from the date of purchase to request an exchange or a return in the form of a store credit code.

To submit a request, visit our returns and exchanges portal via the link below. You will need to enter your order number and follow the simple steps provided.

 

 

Once your request has been submitted, you will receive an email with the return label and shipping instructions. The product must be in perfect condition and include the original tags.

• Requesting a product or size exchange

Product exchanges are free of charge, excluding shipping costs. Once we receive the package with the item to be exchanged and confirm it is in perfect condition, we will approve the exchange. You will then receive an email with a link to pay for the shipping of the new item. If you select a product with a higher price, you will be prompted to pay the difference. If the replacement item has a lower price, the difference will be refunded. After payment, your new order will be shipped within our standard timeframe of 2–5 business days for preparation, excluding delivery time which may vary depending on the destination country.
We do not accept any returns outside of our platform or that do not comply with our policy. Simuero reserves the right to reject an exchange or return if all the conditions above are not met.

• Requesting a return

To request a return, you must contact our customer service team by sending an email to info@simuero.com within a maximum of three days after receiving your package. Once we receive the returned product and confirm it is in perfect condition, we will proceed to approve the return.

Exchange and Return Policy

At Simuero, we craft each piece by hand, valuing every unique detail, which means our products may contain imperfections and distinctive features that make each piece one-of-a-kind. We do not accept returns based on these features as they are part of the design and intentional irregular finish of our pieces. Please consider this before purchasing.

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

You have 15 days from the date of purchase to request a return or exchange. However, if you are submitting a claim due to a defect in the product, it must be done within 3 days of receiving the package. After this period, Simuero reserves the right to reject the request. During peak seasons (such as Christmas), the return window will be extended to one month.

All sales of items with special discounts or purchased using a coupon code are final and not eligible for return or exchange.

• Non-returnable products

Our solid gold collection and any product offered as unique or exclusive are not eligible for return or exchange. Products purchased with promotional codes or on sale are not eligible for return or exchange.

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

• Refunds

Requests for full refunds must be made by email to info@simuero.com. The purchase amount will be refunded once we receive the returned product at the indicated address. Shipping fees 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 return request has been denied.

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

Any claim must be submitted within 15 days of receiving the package.

Refunds are always issued to the credit card used to place the original order; this is a security measure to prevent fraud.

The refund will be processed once we have received and inspected the returned item. Depending on your bank, the transaction may take between 3 to 5 business days.

Simuero is not responsible for damage resulting from improper use, negligence, alterations, or cosmetic damage caused by normal wear and aging.