Terms and Methods for Exchange or Return

The period is 30 days to make changes or returns free of charge. You can do it in two ways: by writing to us at contact@pialu-jewels.com or by filling out the form here: Returns Form .

*Important Note: This returns and exchanges policy page should not be confused with our color guarantee. Here we address only size and style exchanges and product returns due to change of mind, excluding certain items for specific reasons detailed below.

Can I exchange my jewelry for another one or return it?

Yes! We accept returns and exchanges within 30 days of receiving your jewelry. You can request an exchange for a piece of jewelry of a different size or model, except for earrings/hoops/earcuffs. You can also request a refund if you change your mind upon receiving your jewelry. You will only have to return it in its original box and packaging, and in perfect condition with no signs of use.

For hygiene reasons, we do not accept any exchanges or returns of earrings/hoops/earcuffs. We make sure that all our jewelry is delivered sterilized and in perfect condition.

For orders that include a free item, a percentage offer applied to the total order, or gift wrapping, we do not accept returns. In these cases, we can only offer an exchange of the jewelry, but not a refund.

Please note that initial shipping charges are non-refundable.

In which cases does a return or exchange not apply?

We cannot accept exchanges or returns in the following cases:

• Term: Returns or exchanges are not accepted after 30 days from receipt of the product.
• Product Condition:
  • Returns or exchanges of jewelry that shows obvious signs of use will not be accepted.
  • Products must be returned with their original packaging complete and in good condition.
• Excluded Items:
  • For hygiene reasons, we do not accept returns or exchanges of earrings/hoops/earcuffs.
  • We do not accept gift wrapping purchased online.
  • We do not accept returns on gift cards or free items such as complimentary jewelry, sweepstakes prizes, or any items for which payment has not been made.
  • Items purchased through promotions with discounts applied based on the number of items in the order, as well as those that include jewelry offered free of charge, are not eligible for return, although they may be subject to exchange.

Can I exchange or return a piece of jewelry I purchased at a discount?

Yes, you can! We accept returns on all sale items, excluding earrings/hoops/earcuffs (for strict hygiene reasons), gift cards and gift packaging.

Is it free to exchange or return my order?

Yes! It's free. You will receive a prepaid return label that you must affix to the return package. Please note that the initial shipping charges are non-refundable.

How do I place an exchange or return order?

• Through your Customer Account: You can start the exchange or return process directly from your account Here . Fill in your details and upon completing your request you will receive a prepaid return label.
• Direct Contact: If you prefer, you can write to us directly at contact@pialu-jewels.com to manage your request.

Once you have submitted your exchange or return request and it has been validated, you will receive a prepaid return label that you must stick on the original packaging of the product. Then, you will have to go to the post office closest to your home to send the package. The return label is prepaid, so you will not have to pay anything additional.

Where do I have to leave my jewelry for exchange or return?

Once your exchange or return request is validated, you will receive a prepaid return label that you must stick on the original packaging of the product. Then, you will only have to go to the post office closest to your home to send the package. This service is free and you will not have to pay for the return label.

What is the refund time if I make a return?

The refund time, once the jewelry is returned, can take up to 7 business days to appear in your bank account.

How long should I wait to receive my exchange jewelry once I have requested the exchange?

The delivery time for your new jewel is 5 days.

My jewelry arrived damaged, what should I do?

We strive to offer the highest quality products, but if you received a piece of jewelry with a factory or manufacturing defect, please inform us within 5 days of receipt by sending an email to contact@pialu-jewels.com so we can help you right away.

I received the wrong item or I did not receive my entire order, what should I do?

If you have received an item that does not correspond to your order, please send us an email to contact@pialu-jewels.com . Include your order number and photographs of the item received in the email. Our customer service team will take care of resolving this situation for you.

I received a free gift with my order - can I still get a refund if I return it?

If you received a free gift with your order and would like a full refund for the order, you will need to return the entire order, including the free or gifted jewelry. However, if you decide to keep some items from the order, you may keep the free gift as long as the items you keep still qualify for the free or gifted jewelry offer or promotion at the time you request the return. Otherwise, your order will not be eligible for a return. If you need assistance, please email us at contact@pialu-jewels.com .

In which cases should I return my original packaging?

You must return the original packaging in the following cases:

• Returns: When you wish to make a return, it is necessary to return the jewelry and all its original contents. This includes cotton bags, stickers, tissue paper and any other items that came with the package in perfect condition, without signs of use or damage and with the packing slip received.
• Exchanges: To make an exchange, you only need to return the jewel in its original cotton bag.

Please make sure that all items are in perfect condition so that we can process your request without any problems.

What happens if the price of the jewelry I want to exchange is lower or higher than the original price paid?

• Higher Price: If the jewel you wish to exchange has a higher price than the original, you will be asked to pay the difference on our exchange and return platform. The exchange will be processed once the additional payment has been validated.
• Lower Price: If the new jewelry is priced lower, we will refund the difference.

*Please note that we cannot refund the price difference if the same piece of jewellery has changed in price over time, for example, if it is on sale for a lower price after a few days.