Returns & Exchanges Policy
Returns & Exchanges Policy
We want you to be completely thrilled with your Decenarios Cool jewelry. If for any reason you are not satisfied, we offer a simple return or exchange process.
Our 15-Day Guarantee
You have 15 calendar days from the date your order was delivered to initiate a return or exchange.
To be eligible for a return or exchange, your jewelry must meet the following conditions:
Condition: The item must be unused, unworn, and in the same condition that you received it.
Original Packaging: It must be returned in its original jewelry box and packaging.
Tags/Seals: All original tags, protective seals, or plastic wraps (if applicable) must be intact and attached. For hygiene and security, jewelry that has been worn or had its security tag removed will not be accepted.
Proof of Purchase: A receipt or proof of purchase (such as your order number) is required.
Non-Returnable Items (Exceptions)
To protect the integrity of our products and brand, the following items are final sale and cannot be returned or exchanged:
Custom or Personalized Jewelry: Items that have been engraved, custom-sized, or made to order specifically for you.
Final Sale/Clearance Items: Any items marked as "Final Sale" or on clearance at the time of purchase.
Gift Cards.
How to Initiate a Return or Exchange
Please follow these simple steps to start your return or exchange process:
1- Contact Us: Email our customer support team at info@decenarioscool.com with your Order Number and a brief reason for the return or exchange.
2- Secure Packaging: Please package the jewelry securely, ideally in the original shipping box, to prevent damage during transit. We highly recommend using a trackable and insured shipping method as we are not responsible for lost or damaged return shipments.
3- Send It Back: Mail the package back to us within the 15-day window.
Refunds and Exchanges
Refunds: Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 business days (usually 5-10 days, depending on your bank).
Exchanges: If you are exchanging for a different size or item, we will ship the new item once the original return has been received, inspected, and approved. If there is a price difference, we will contact you to arrange payment or a partial refund.
Shipping Costs
Original Shipping: Original shipping costs are non-refundable.
Return Shipping: The customer is responsible for the cost of return shipping. For exchanges, we will cover the cost of shipping the new item back to you.
*** Returns & Exchanges FAQ
Here are quick answers to our most common questions regarding returns and exchanges.
How long do I have to return an item?
You have 15 calendar days from the date your order was delivered to request a return or exchange.
Does the jewelry need to be in the original box?
Yes. All items must be returned in their original packaging, including the jewelry box and any protective seals or tags. The jewelry must be unworn and unused.
Can I return an item if the security tag is removed?
No. For hygiene and security reasons, any jewelry returned with a removed, altered, or damaged security tag will not be accepted for a refund or exchange.
Do you offer free return shipping?
The customer is responsible for the cost of return shipping. We strongly recommend using a trackable and insured shipping method for your protection, as we are not responsible for lost packages.
What items are final sale?
Custom, personalized, or engraved jewelry and items marked as "Final Sale" or clearance cannot be returned or exchanged.
How long until I get my refund?
Once we receive and inspect your return, we will process the refund. You should see the credit applied back to your original payment method within 5-10 business days, depending on your bank's processing time.