FAQ

What materials are Rocío Jewels pieces made of?

All the pieces are made of sterling silver or 18k gold plated sterling silver. In some cases we also use precious stones and cultured pearls. In the description box of each product you can see its specifications.

Are all the pieces handmade?

All Rocío Jewels pieces are handcrafted in our workshop in Valencia.

My piece has rusted, how do I clean it?

The surfaces of the pieces, as time goes by, undergo changes due to use, but with good care they can be kept almost perfect for a long time.

The most important thing when not using them is to store them correctly. Our packaging includes a cotton bag that is perfect for this. We recommend you to keep your pieces separated from others and protected to avoid oxidation.

If your piece nevertheless has oxidized or lost brightness, you can clean it by soaking it in warm water and soap, brushing it with a soft brush and drying it with a cloth. In the case of gold plated pieces skip the brushing step. If you have a specific cloth for jewelry you can clean them with it.

For gold plating to last longer, avoid contact with perfumes, water, chlorine and creams.

How am I going to receive my jewel?

Rocío Jewels pieces are sent with the corresponding packaging for each design. The packaging always includes a cotton bag that you can use to store your piece when you don't use it. They will go inside a shipping envelope with protection.

When will I receive my order?

The working method is usually on request, what means that the pieces are handcrafted when there is an order from a customer. In this way we manage to not have a surplus of stock and thus not waste material. The working time varies according to the piece and its finish, from 2 to 10 days. However, sometimes we have a bit of stock in the workshop that you can check here. If you are in a hurry to receive your piece and we do not have it available in the stock send us an email and we will try to give you a solution. 

Once we have sent your order you will receive an email with the tracking number, from that day the shipment usually takes from 2 to 3 working days. If you live outside Spain these deadlines may increase until 11 working days.

What shipping method do we use?

We send our orders through Certified Post, so we can guarantee that you will receive your package. Furthermore, this method allows us to give you a tracking number in order to know the shipping status.

 

 

My ring size was wrong, what should I do?

Do not worry, send us an email indicating what size you would need and we will answer you with the steps needed. You have to take into account that you will have to bear the expenses of the return of the first order. We will handle the shipping costs of the second ring. 

 

 

The item received is defective or incorrect

As we prepare one order, we take special consideration to avoid this kind of mistakes. However, if it happens, do not worry. You can return it free of any cost and we will send you the correct product back. A period of 14 days is open for return requests. Remember you'll have to use the original packaging. 

Anyhow, send us an email with the details of your situation and some photos attached. We will answer you with the steps for the return process.

 

 

Can I return an order?

Yes, you have 14 days to do the return of an order. If the reasons are not any of those explained in the previous point you will have to bear the expenses of the return. Send us an email and we will answer you with the steps to follow. As soon as we receive the return package we will process the refund. Remember to send your order with the original packaging.

Do you have any more questions? Fill out our form and ask us what you want, we will answer you as soon as possible.