Returns and exchanges policy

1. General conditions

At Simuero, we craft each piece by hand, valuing every unique detail. As a result, our products may contain imperfections and distinctive features that make each piece one-of-a-kind. These characteristics are an intentional part of our design and finish and are not grounds for a return. Please take this into account before placing your order.

You have 15 calendar days from the date you receive your package to request a return or exchange. After this period, Simuero reserves the right to decline the request.

During the Christmas season, the returns and exchanges period is extended. Further details will be communicated at the relevant time.

We do not accept returns or exchanges submitted outside our official platform or that do not comply with this policy. Simuero reserves the right to reject any request that does not meet all the conditions set out herein.

2. Condition of returned items

In order for a return or exchange to be accepted, the item must meet all of the following conditions:

• It must be in perfect condition, with no signs of use, damage, or tampering.
• It must be returned in its complete original packaging, including the box, certificates of authenticity, and any accessories, documentation, or additional elements included in the original order.
• It must include all original tags.

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

3. Exchanges

3.1. Size and product exchanges

To request a size or product exchange, please access our returns and exchanges portal using the link available on our website. You will need to enter your order number and follow the steps provided.

 

 

 

Once your request has been submitted, you will receive an email with the return label and shipping instructions.

Product exchanges are free of charge, excluding shipping costs. Once we receive the item 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 is confirmed, your new order will be dispatched within our standard preparation timeframe of 1–2 business days, not including delivery time, which may vary depending on the destination country.

3.2. Due to ergonomic design

Due to the ergonomic design of certain pieces, it may not be possible to produce them in all sizes. In such cases, our team will contact you to offer suitable alternatives.

4. Returns and refunds

4.1. How to request a return

Refund requests must be submitted by email to info@simuero.com within 15 calendar days of receiving the package. Once your return request has been processed, you will receive the return label and corresponding shipping instructions by email.

4.2. Refund process

The purchase amount will be refunded once we receive and inspect the returned product at the indicated address. Shipping fees are non-refundable.

Refunds are always issued to the credit or debit card used to place the original order, as a security measure to prevent fraud. Depending on your bank, the transaction may take between 3 and 5 business days to appear in your account.

If the product arrives damaged or incorrectly sent due to our error, Simuero will cover the return shipping costs.

4.3. Store credit

As an alternative to a monetary refund, you may request a store credit code valid for use on a future purchase. This option is available within the same 15-day window from the date of receipt of your order.

5. Non-returnable items

5.1. One-of-a-kind pieces and Bespoke orders

Our One-of-a-kind capsule pieces are not eligible for return or exchange. Each piece is unique, produced in a single size, and no two are alike.

5.2. Bespoke orders

For bespoke orders, we offer a complimentary ring sizer to help you select the correct size. Alternatively, you may visit a local jeweller for a professional fitting. Please note that selecting the correct ring size is your responsibility; we do not offer refunds if the size chosen is incorrect.

If you require a resize for this type of ring, we offer the service at an additional cost, which includes return shipping. The final price will depend on the extent of the adjustment and whether a stone needs to be removed and reset. In some cases — particularly where the size change is significant or there is a high risk to the stones — resizing may not be possible.

In accordance with Article 103(c) of Royal Legislative Decree 1/2007 of 16 November, approving the consolidated text of the General Law for the Defence of Consumers and Users, products made to the consumer’s specifications or that are clearly personalised cannot be returned.

5.3. Sale and promotional items

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

6. Out of stock

Simuero limits production in order to maintain the quality and exclusivity of each piece, allowing our team to dedicate the necessary time and attention to every item. When a product is out of stock, you can subscribe to receive a restock notification directly from the product page on our website.

All pieces are produced in our own workshop and our production teams work continuously, so out-of-stock items are typically restocked within a short period. For more specific information about a particular product, you are welcome to contact us at info@simuero.com.

Please note that pieces from our One-of-a-kind capsule collection are exclusive releases and will not be restocked once sold out.