Politique de remboursement

Shipping & Returns

Shipping policy 

Standard shipping is COMPLIMENTARY WOLDWIDE. 

Please allow 3-4 business days before your jewellery is ready to ship. However, I will make every effort to ship as soon as possible. Bespoke commissions take between 2 to 4 weeks to process depending on the waiting list. 

Katia Torralba jewellery is beautifully wrapped and ready for gifting. Each order includes care instructions, a polishing cloth as well as the name and message of your precious talisman. It is securely packed in a plain parcel and shipped with insurance via Colissimo, La Poste with signature required (complimentary worldwide).

Standard complimentary shipping: Metropolitan France: 2 to 3 days. Worldwide: 5 to 15 days.

Express shipping: Chronopost, UPS or DHL. I will choose the most efficient service for your location. 

Metropolitan France: €30 /1 to 2 days.

Worldwide: €50 /2 to 8 days.

All orders are insured and shipped with signature required. You will receive an email confirming your order once payment has been accepted and an email with tracking information when your parcel is on its way. Please note, as soon as your order has been confirmed, your delivery details cannot be changed. It is the responsibility of the purchaser to provide an accurate shipping address where the package can be signed for. Katia Torralba does not deliver to P.O. Boxes.

Kindly note, once the parcel is tracked by the carrier, the purchaser assumes full responsibility for the shipment. Please refer to your shipment tracking number for estimated delivery times and confirmation. Katia Torralba is not responsible for delays due to carrier issues, weather or holiday restrictions, customs clearance delays or anything outside of packaging and shipping your items. However, I will try to minimize any potential delays.

International shipments

Please be advised, the receiver will be responsible for paying any local customs, tariffs, taxes, and/or duty fees incurred from importing goods. Please understand that these charges are outside of my authority, as they are defined by the receivers local government. These fees vary and are determined by a number of factors and are therefore not included in my shipping fees. I recommend contacting your local customs office or tax authority before placing your order. 

Please contact me, if you need any additional paperwork in order to clear your order from customs. If for any reason, customs cannot reach the receiver, or the fees go unpaid, the order will be returned to me at the receiver's expense. It is possible for your order to experience a delay in customs. Please contact your local customs agency if necessary.

Return Policy

If for any reason, you wish to return or exchange your order, I am here to help. I offer returns or exchanges within 14 days of receipt. You may return your piece of jewellery for a different one or a refund to the original payment method.

Please note the following exceptions to my return and exchange policy: 

Gift cards cannot be refunded. Bespoke commissions are not eligible for refunds or exchanges. Your item must be in the same condition you received it and in the original packaging. It must have no visible signs of wear or use. 

To initiate a return or exchange, please send me an email with the invoice and a photograph of your jewellery at: katia.torralba@gmail.com 

Please make sure you package the item securely with the original packaging and invoice. I strongly recommend you send it with proof of receipt via any insured delivery service for the value of the returned item, as the buyer is responsible for the product until it reaches me. Please note that the cost of return shipping is covered by the buyer. 

Return address: Katia Torralba, La Grande Ferme, 425 Route des Rauffes, 05200 St Andre d’Embrun, France.

Once your return is received and checked, I will send you an email to notify you that I have received your returned item. The refund will be credited back to the original purchaser's credit card within 30 days, less the original shipping charge (if applicable) once the item has been received as expected and explained above. 

If you wish to exchange the item, I shall bear the shipping cost of the first exchange. In the case of a second exchange, the shipping costs shall be borne by the customer.