FAQ´s

 

Why should you choose SANTA MONICA Joyería Artesanal®?

 

Guarantee and Security

By having a GIA or GRA Certificate for their precious and semi-precious stones, they provide certainty in the quality of their pieces, along with high-quality materials for the setting, in compliance with NOM-033-SCFI-1994, ensuring Carat Weight and Authenticity.

 

After-Sales Service

Our commitment is to always offer you warm and friendly service. Each of our representatives is trained to fulfill this guarantee.

 

Insured Shipping

Our shipments are insured, and we offer the option to receive them at our Showroom by appointment.

 

Expert Advice and Education

As part of our service, we offer free guidance and education on diamonds and jewelry. This way, you can make an informed decision about your purchase.

 

Do you have a branch in my state?

 

We primarily operate online, which allows us to reduce costs and focus exclusively on quality and service. This means you will receive a high-quality product at a much better price than you could obtain at a local jewelry store. However, if you prefer, you can also visit us at our showrooms in the City of Mérida, Yucatán.

 

Mérida

Calle 13 #90 between 16 and 18

Colonia Yucatán, C.P. 97050

Mérida, Yucatán, Mexico.

 

Are the stones sold by SANTA MONICA Joyería Artesanal® certified?

 

Yes. All diamonds and gemstones from SANTA MONICA Joyería Artesanal® have been analyzed and graded for quality by the Gemological Institute of America (GIA), the most respected laboratory in the diamond industry. This guarantees the quality and authenticity of your investment.

 

What is the delivery time?

 

Products that are in stock are processed for shipping in approximately 3 to 5 days. Made-to-order products take about 4 weeks to be processed for shipping. The final delivery time is determined by the Manufacturing or Preparation Time for shipping + Shipping Time (which depends on the courier and the destination). *Please consult shipping policies.

 

My ring is classified as a "special order." Why should I contact Customer Service to complete the purchase?

 

The ring you have chosen requires a longer delivery time (4 to 6 weeks) and must be specially requested for you. These are often non-returnable items, and the prices may vary depending on specific criteria required to customize the ring. Contact a jewelry and diamond advisor from SANTA MONICA Joyería Artesanal® to receive a quote within 2 to 5 business days (depending on the complexity of the order).

 

Can you clean or polish a jewelry piece purchased on your site?

 

It is very important to us that your piece always looks like new, which is why we offer 2 free cleaning or polishing services within the first year after your purchase. For more information or to request this service, please contact us at +52 999 925 7386 from Monday to Friday, 9:00 am to 6:00 pm.

 

What is the deadline for making an exchange or return?

 

The deadline for any return or exchange must be within the first 5 business days after receiving your order. SANTA MONICA Joyería Artesanal® reserves the right to refuse returns or exchanges communicated or sent outside the specified timeframe or if the items are not in the same condition as they were received.

 

How can I make an exchange or return?

 

To request the exchange and/or return of the purchased product, you must contact us at 999 925 7386 from Monday to Friday, 9:00 am to 5:00 pm, or via email at servicioalcliente@santamonicamx.com, attaching a photo of the defect to validate the exchange or return notification.

 

In which cases and situations can I validly request an exchange or return?

 

We only accept exchanges or returns of products in the following cases: factory defect, error in quantity, or receiving an item that does not correspond to what was purchased.

 

All exchanges and returns are subject to review and authorization by the quality team of SANTA MONICA Joyería Artesanal®.

 

 

 

 

Can I exchange or return any item?

 

We do not accept returns or exchanges of the following items:

Items on sale, clearance, or final liquidation.

 

Under what conditions should I return the product?

 

It is essential to have the product complete, just as it was delivered, including all original elements such as labels, accessories, and packaging in good condition, without signs of use, damage, or mistreatment.

 

The exchange or return will not proceed if it is determined that the product has been damaged as a result of improper use or handling by the CUSTOMER.

 

What happens in the case of a defective product or an out-of-stock item in my order?

 

If any product purchased from our online store is defective or out of stock, our Customer Service team will contact you before processing your order to offer you an alternative product of your liking or, if preferred, a coupon for the value of the product.

 

If a refund is requested, only the returned product will be eligible for a refund.

 

For payments made with Credit/Debit cards, the refund will be reflected within 30 - 60 business days.

If payment was made via PayPal, the refund will be reflected within 4 to 6 business days.

*Subject to the policies of each platform.

 

If payment was made through OXXO or Bank Transfer, we will request the following information: HOLDER, ACCOUNT, CLABE, BANK.