FAQ

 

PRODUCTION AND SHIPPING

How long will it take until my order is shipped?

Carmen Bellvis Jewelry is made to order and handmade in Zaragoza, Spain. We use 18K gold, and sourced stones from around the world. With each piece being made to order with extraordinary care and detail, please allow up to 4-7 weeks (excluding holidays) for production and delivery.

Please email info@carmenbellvis.com if you have any urgent shipping requests, and be sure to choose the appropriate delivery option. 

After your payment has cleared and your order is completed at checkout you will receive an email of your Purchase Order Confirmation. Please note this email may be located in your SPAM/JUNK folder if you are ordering from us for the first time. If any issues arise with your order, we will communicate with you immediately and work to resolve it. 

Do you ship internationally?

We aim to make our products available globally, but unfortunately there are some countries that we are prohibited by law to ship fine jewelry to.

If are having trouble placing your order, please contact us at info@carmenbellvis.com

Do you pay taxes/fees/duties?

For all international orders, please note that the consumer is responsible for any tax and duty fees on orders required to go through customs. We are unable to pre-calculate this fee for you as the cost is determined by each country’s customs.

If you are having trouble placing your order or want to know the time frame for delivery, please email info@carmenbellvis.com. We will do everything we can to help you.

Can you do rush production speeds?

The satisfaction of our customers is of the utmost importance to us. If you need your order by a specific date, please email info@carmenbellvis.com and we will try our best to accommodate your request to the best of our ability, however we cannot guarantee an expedited speed.

When your order is ready to ship, you will receive an email including your tracking number. 

 

RETURNS AND MODIFICATIONS

Do you accept returns?

The Carmen Bellvis team strives for top customer service and wants all customers to be satisfied with their purchase. However, as each piece is handmade to order, outside of repairs and/or defects, we do not accept returns. 

The item I received is damaged!

If your piece has been damaged or is defective, please email info@carmenbellvis.com for a repair authorization. 

Can I cancel my order?

If you cancel your order within 12 hours, you will receive a total refund. However, after 12 hours you’re subject to a restocking fee based on the materials of the piece and the amount of work that's been done. 

Can the items be exchanged?

You can exchange your item for the same design, but in a different size.

Once the exchange request is approved, the replaced item will be shipped to you.

How do I ship back the items?

The customer is responsible for the cost of returning the item to us.

For instructions on how to ship the returned products, refer to the email received after placing the exchange request.

We recommend insuring your shipment when returning the item. Any losses of goods incurred using a different courier is not the responsibility of Carmen Bellvis Jewelry.

We recommend emailing us your tracking number once the item has been shipped so we can process your exchange quickly.

Can I request to custom one of the existing designs? 

Yes! If you wish to customize one of the already existing designs because you would prefer a different stone or gold color that is not already offered on the website, write us an email to info@carmenbellvis.com with all the details of your request and we will get back to you within 3 working days. In this email we will confirm to you if the changes can be made and estimate price and estimate time of delivery. 

 

SIZING

What is my ring size?

All of our rings are standard Spanish sizes. If you don’t know your Spanish size, we highly suggest getting sized by a local jeweler. You can also refer to our Ring Size Guide. We cannot be responsible for determining your ring size. However, if you have any doubts, you can email info@carmenbellvis.com and we will try to assist you in finding the most suitable size for you.

Can I order a custom size for any piece?

We do offer custom sizes for an additional fee. Please contact us at info@carmenbellvis.com and bear in mind that depending on the modification you'd like; the price will vary. Keep in mind that custom orders are non-refundable.

 

JEWELRY CARE

Can I sleep in my Carmen Bellvis Jewelry?

Yes, it’s perfectly fine to sleep in your Carmen Bellvis Jewelry.

Can I swim in my Carmen Bellvis Jewelry?

We don’t recommend wearing our jewelry when swimming in a pool or the sea, as the salt and chlorine can damage both solid gold and pearls.

Can I shower in my Carmen Bellvis Jewelry?

You can shower in all our Carmen Bellvis pieces so long as you use mild soap. 

What happens if my jewelry breaks?

All Carmen Bellvis Jewelry is covered by our two-year guarantee. We will repair or replace any pieces bought within this period free of charge. This does not include jewelry damaged by general wear and tear, any altered jewelry or any lost gems.

If your jewelry is damaged, please contact us at info@carmenbellvis.com with a photo of the issue and your order number.

 

PRESS

How do I get in touch with a press request?

Please email info@carmenbellvis.com with the subject ‘Press Inquiry’.

 

MATERIALS

Do you use solid gold?

Yes, all our pieces are made with 18K solid gold, which is stamped.

What's the difference between solid gold and gold-plated jewelry?

Solid gold jewelry is much more durable than gold-plated jewelry,
and lasts years in comparison. It is also naturally hypoallergenic which means it is very unlikely to cause any kind of reaction on your skin.

 

My question is not addressed...

If you have any queries regarding return or refund, reach out to us at info@carmenbellvis.com