We want you to be completely satisfied with your purchase, however, we understand that there are some situations that may apply for returns or refunds.
We accept returns on all full-priced ONLY and must be returned unworn and unused, local and international returns must be informed within 7 days after package is received. ON SALE products DO NOT apply for returns or exchange.
Before returns are approved, please email us to email@example.com with any issues within the first 7 days after you receive the package and provide us with pictures if there is something wrong with your product.
If you do not email us prior to returning or shipping the item(s) back to us, we may decline the returned package and will ship it back to you at your expense.
Please note that the customer is responsible for all return shipping costs.
If the product you bought does not meet your expectations, please contact us within the next 2 days after you received it. Exchanges must be the same amount as original sale. Any exchange will be processed in our local store in Costa Rica. If you live abroad, please return the product and contact us immediately, we will be glad to answer your questions before you make a final call. If you still want to exchange it, let us know and we will help you to do so. If the new product you choose is more expensive you will be charged for the difference.
You are eligible to cancel your order within 24 hours of making your purchase. We would love to give more time to cancel your order, but when the order is fulfilled by the shipping company, there's no way for us to cancel the order and take it back. The payment will be refunded the same way it was received.
- Customers are responsible for all shipping charges except for items damaged in transit.
- Shipping fees, taxes, and handling charges are Non-Refundable.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
- Email us to firstname.lastname@example.org FIRST before returning packages with the reason for the return, an image of the item(s) you want to return and your order number.
- Our customer service representative will issue a return order number once you email us. This number must be written on the outside of your returned package.
- Please keep a copy of your receipt with your return tracking number and immediately send it to email@example.com with your order number.
- Your order will be refunded once it is received and checked.
- Product/s must be returned in its original packaging, with tags, and invoice, unworn and unused, otherwise the refund will not be processed.
- Contact us for return instructions
Shipping Address Problems
We only follow the shipping information based on what you have entered on the checkout page upon placing your order. We are not liable for lost, held, misdelivery errors, due to incorrect shipping addresses. Hence, order confirmations are immediately sent to our customer's email addresses to confirm the purchase that will also give them time to review its full details.
If your package is returned to us due to the incorrect shipping address, you will be refunded for the product(s), not for shipping fees.
While we are not responsible for any lost packages, we want to ensure you receive the products you ordered. If you believe your package has been lost, please contact us to firstname.lastname@example.org. From there, we will work with the shipping carrier to determine whether the package is lost in transit or still in route.
Shipping carriers typically request up to 21 days to find lost packages after the last update on the tracking was made. We ask our customers to wait 10 days after filing a claim to see if the package can be found by the shipper before we issue a code to reorder. We will also require a signed statement that you, the customer, did not receive the package.
Additional International Fees
The customer is responsible for any other shipping charges, duties and taxes not otherwise collected by GRANATE 27. Consult your country’s tax and duties requirements before purchase.
Customers are responsible for paying International Customs Charges, when applicable, which is not included with purchase.
Packages returned will be processed according to the order it was received. Processing may take 2-4 weeks to complete. Lost packages will receive a code with free shipping once a file is claimed to reorder your items.
Defective / Incorrect Items
Defective or incorrect items must be reported to customer service at email@example.com within 24-48 hours of delivery to ensure your exchange is properly processed. Please include a photo of the damaged item along with your order # in the email. If not reported within the time frame, you may not receive replacement or refund.
To be eligible for a refund, make sure you contact us within the first 7 days after your order was received. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a refund, you can contact us at firstname.lastname@example.org. If your return/refund is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
You can always contact us for any refund question at email@example.com.
Exceptions / non-returnable non-refundable items
On sale items or gift cards are not refundable nor returnable.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted. Since we make unique jewelry, we recommend to make a separate purchase for the new item.
If you have any questions on how to return your item to us, feel free to email at info@granate27 or contact us HERE. We will be happy to help!