FAQs

How does the lifetime warranty work?

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

*THE 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 p.m., you will receive your order the next business day .

For more information about shipping and delivery, click here.

I have not received the package, but the tracking number indicates that it has been delivered.

SANTMEZ is not responsible for lost or misplaced packages once the tracking indicates they have been shipped. Please use the tracking number we provide to follow your order until it is delivered. If you do not receive your order, but the tracking number indicates it has been delivered, please check with your mail carrier, neighbors, or building/mailroom manager before contacting us. If you are still unable to locate your package, please contact us and we will offer further assistance with your case. Depending on the outcome of the claim, we may or may not replace your order.

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

Yes, we only use 14-18k 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 adhere to all standards set by the Jewelry Surveillance Committee.

What is the return and exchange policy?

I want you to love our pieces as much as I loved designing, creating and wearing them. So if you're not completely satisfied with them, I'll exchange them 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, you must send an email to info@santmez.com with the subject "RETURN" and provide us with the order number or click here .

*FINAL SALES DO NOT HAVE THE RIGHT TO RETURN/ EXCEPT FOR INCORRECT 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 dust bag provided. For more information, click here.

If I have an additional question that the FAQ page has not been able to answer, how can I get help?

Please visit the contact tab and let us know 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.