In which cases can I return an item?
If you are not satisfied with your purchase, you can return it within 14 calendar days after the order is delivered, in all the following assumptions:
- The product is not what you expected
- If you choose the wrong size
- The product received is not the one you ordered
- I received my order in poor conditions
In any case, the products that will be returned must be in perfect conditions and show no evident signs of being used, or else no return will be carried out.
Important: personalized products can only be returned if there is a manufacturing defect.
To meet the returns period, the communication regarding the return of the purchase must be sent before the corresponding period expires. Returns are not accepted once this period expires.
How do I make a return?
If you have not got the size right or want to make a return, send us an email to: info@onajewels.com with the reason for the return/exchange, indicating your order number and the reference of the items you want to return.
You will receive the instructions of all the steps you have to follow by email.
Shipping costs
In the event that it is a return for reasons attributable to ONA JEWELS (defective product or not matching the purchased reference), ONA JEWELS will be responsible for collecting the products and changing them for the correct one, taking charge of the associated costs to this return.
In the event that you do not want to make a change, you simply want to return the product, the return costs will be paid by the customer.
On the contrary, when dealing with a return for reasons not attributable to ONA JEWELS (size or color change, etc.), the customer must be responsible for returning the products, on good conditions and without any undue delay (within 14 calendar days after receipt of the products).
In these cases, ONA JEWELS will reimburse the customer for all payments received, except for shipping costs, which must be paid by the customer.
It is customer’s responsibility to provide adequate packaging to make sure that the items arrive to ONA JEWELS in perfect conditions. If you have trouble finding a suitable packaging, we suggest using the original box that your order came in. If the items are received in poor conditions, we won’t be able to carry out the return as requested.
ONA JEWELS is not responsible for the loss of the package during shipping.
Changes and returns must be sent to the following adress*:
ONA JEWELS
C/Del mig, 49
Montcada i Reixac
08110 - Barcelona
*Attaching a note with the name and order number and if it is an exchange or return.
In the case of a change, indicate for which item(s) you want to change it.
Refunds
Once we have received the item(s), and verified that they are in perfect condition, ONA JEWELS will proceed to reimburse the payments received (except for shipping costs, as appropriate, in accordance with the conditions mentioned in the previous point: Shipping costs) in the same payment method used by the customer.
You can also ask to exchange your jewelry for a gift card. If it is an exchange, we will send the new product once the return is received.
Personalized products cannot be returned/refunded.