FAQs

How does the lifetime warranty work?

SANTMEZ is committed to providing jewelry of the highest quality, which is why we offer a lifetime guarantee on all jewelry purchases. For more information, click here .

*LIFETIME WARRANTY DOES NOT REPLACE LOST OR STOLEN ITEMS*.

How long does the shipping process take?

If you live in Spain and purchase before 2:00 PM, you will receive your order the next business day .

If you'd like more information about shipping and delivery, click here.

I haven't received the package, but the tracking number indicates it has been delivered.

SANTMEZ is not responsible for lost or misplaced packages once the tracking number indicates they have been shipped. Use the tracking number we provide to track your order until it is delivered. If you have not received your order, but the tracking number indicates it has been delivered, please check with the mail carrier, neighbors, or the building/mailroom manager before contacting us. If you still cannot locate the package, please contact us and we will provide additional assistance with your case. Depending on the outcome of the claim, we may or may not be able to replace your order.

Are the jewelry made with real gold/silver/rhodium?

Yes, we only use 14-18 karat gold, genuine .925 sterling silver, and genuine white/black rhodium. All of our products undergo extensive quality and durability testing before, during, and after production. We meet all standards set by the Jewelry Surveillance Committee.

What is the exchange and return policy?

I want you to love our pieces as much as I loved designing, creating, and wearing them. That's why, if you're not completely satisfied with them, I'll exchange or refund them. All I ask is that you return them to us in their original condition with all original packaging, within 14 days of delivery.

How do I return my item?

To process this request, please send an email to info@santmez.com with the subject "RETURN" and provide your order number, or click here .

*FINAL SALES ARE NON-RETURNABLE/EXCEPT FOR WRONG SIZE OR PART*

What payment methods are accepted?

-All major credit/debit cards such as: Visa, MasterCard, American Express, Discover, etc.
-Debit cards
-PayPal and ShopPay
-Alma, pay in installments WITHOUT INTEREST

How should I store/protect my jewelry?

Jewelry should be kept dry. If your jewelry is not worn frequently, store it in the provided dust bag. For more information, click here.

If I have an additional question that the FAQ page couldn't answer, how can I get help?

Visit the contact tab and tell us your question and how we can help you. We will respond to your request within 24 hours during business hours. You can contact us directly at info@santmez.com. Be sure to include your name, order number, and any other important information that will allow us to better serve your request.