Shipping and Returns Policy

Shipping

At DENISSE ORTEGA JOYAS, we work to ensure that every order arrives safely and as quickly as possible.

Order Processing

Orders are processed once payment is confirmed. Processing time may vary depending on product availability or whether the item is custom-made. For items in stock, processing takes 1 to 2 business days. For made-to-order items, processing takes 15 to 20 business days; if a gemstone needs to be imported, it takes 60 days (the customer will be notified in advance). 

Delivery Times

Nationwide (Ecuador) shipping times range from 24 to 48 hours; the customer will receive a message from the shipping company with the tracking number. 

Shipping Address

It is the customer's responsibility to provide the correct shipping address and contact information at the time of purchase. We are not responsible for delays or losses caused by incorrect or incomplete information.

International Shipping

For international orders, the customer is responsible for any applicable taxes, duties, or customs fees in the destination country.

Exchanges and Returns

We want you to be happy with your purchase. If there is any issue with your order, you can contact us within 7 days of receiving the product.

Return and Exchange Policy

To be eligible:

  • The jewelry must be unused,
  • in perfect condition,
  • and keep the original packaging.

Exchanges or returns of parts will not be accepted:

  • custom,
  • made to order,
  • or purchased as part of a promotion or clearance sale.

Shipping Costs

Shipping costs associated with exchanges or returns will be borne by the customer, except in cases of manufacturing defects or order errors.

Defective Products

If your jewelry has a manufacturing defect, please contact us by sending photos and details of the problem so we can assist you as soon as possible.

Care Recommendations

To keep your jewelry in good condition, we recommend:

  • Avoid contact with water, perfumes, and chemicals,
  • store the pieces separately,
  • Avoid impacts or rough handling.

Normal wear and tear is not considered a manufacturing defect.