Frequent questions
How do I exchange or return an item purchased online?
Return by postal mail
1. Use the return form attached to the order and fill in the blank fields.
2. Place the item (or items) you wish to return, including the return form, in the package where you received the order or in a package with similar characteristics. Remember that the return form must always be attached with the product.
3. Generate a shipment to the address: CC Plaza Aluche, Av. de los Poblados 58, 28044 Madrid. (23 de oros does not assume the cost of return shipping and is not responsible for loss or damage caused by transportation).
4. When the package arrives at the headquarters, we will send you a confirmation email.
5. The quality department will verify that the product is in suitable condition for return.
6. Your balance will be refunded within 15 business days of receiving your package.
Return in store
You can always return items purchased online at any 23 de Oros store within a period of 15 days. All purchases made from October 29 to December 31 can be exchanged until January 15, 2021. All in-store returns are free. You only need to bring the purchase receipt that is attached to the order and the item (or items) that you want to return to the store.
At the time of making the return in the store you can choose between a voucher for the same value of the amount paid (the amount corresponding to shipping costs will not be paid).
What do I do if an item when it arrives has a defect or is incorrect?
In the event that you have received an incorrect product by mistake or that has a defect, contact us by email joyeria23oros@gmail.com , attaching a photograph of the product that has arrived to you, and we will study your case to give you a solution as soon as possible.
How can I pay for my purchases?
At the time of finalizing your order in 23 de Oros, you can select the payment method that best suits your needs, the most common would be:
Card:
– You can pay for your order using your credit or debit card.
PayPal:
– If you have a PayPal account, you can make the payment through this platform.
*We have other more specific payment methods, such as Google Pay, Apple Pay...
Do the products have a warranty?
All the products we sell at 23 de Oros are governed by Royal Legislative Decree 1/2007 of November 16, which grants durable goods a legal guarantee of 2 years from the date of delivery.
How should I care for my gold jewelry?
We recommend that you clean your jewelry at home with soap and water and store it individually when you decide not to wear it. You can follow us on our social networks, where we give advice and show you how to clean your gold jewelry at home.
Will my gold jewelry keep its original color?
Argyor jewelry is made in yellow gold, rose gold and white gold. Each of the colors is achieved with a specific alloy that combines different metals with a specific proportion of pure gold, this proportion determines the carat of each jewel.
The natural color of gold is yellow, so jewelry of this color will always keep it intact. White gold is achieved with a special alloy and plating it in rhodium to compensate for the natural tone and accentuate the desired whiteness. As it is a superficial treatment, it tends to lose intensity over time, so we recommend a periodic review. As for pink and yellow gold, its color is maintained better in 18 carats than in 9, by avoiding the oxidation that other metals in the composition can produce.
Scratches and marks have appeared on my ring, why is this happening and what can I do?
The scratches on your ring are not caused by wear of the gold, but by the nature of the metal itself. That is, they can appear at any time regardless of the lifespan of your alliance. This happens because gold is a soft metal and it is easy to get marks or scratches when it comes into contact with other surfaces. To eliminate them, simply polish your ring again.
Do I need to present any documents to pick up my order in the store?
Yes, to collect the order you must present the purchase invoice or identify yourself with your ID.
The invoice for your purchase will have been sent to your email upon completion of the transaction. If you do not see the confirmation email with the invoice in your inbox, also check your spam folders.
The invoice can be printed or displayed on the screen of your mobile phone.
I can't go pick up my order, can someone come in my place?
Yes, it is important that the person who will pick up your order at your place brings a copy of the purchase invoice. The invoice can be printed or displayed on the screen of your mobile phone.