FAQ's

SHIPPING

How long does shipping take?

PACKAGING

All purchases are carefully packed to ensure they arrive safely without damage during shipment.


PROCESSING TIME

Orders are processed and shipped within 5 to 8 business days, except for made-to-order items and custom orders.


SHIPPING OPTIONS & COURIER SERVICES

I always use certified shipping with tracking numbers to help avoid potential losses. Please provide a valid email address, phone number and identification number for shipping and invcoicing purposes.

  • SPAIN
  • EVERYWHERE ELSE
    (Including the EU, USA, and Worldwide)    :


Do you ship worldwide?

Yes, I offer worldwide shipping! However, due to regulations in certain countries, there may be some destinations where I’m unable to ship. If you don’t see your country listed during checkout or are unsure about shipping to your location, please feel free to contact me directly. I’m happy to help clarify and explore possible shipping options for you.

What details do I need to provide for shipping?

For shipping, I will need the following information:

  • Full Name
  • Shipping Address
  • Phone Number (required for invoicing and shipping purposes)
  • Email Address (required for invoicing and shipping purposes)
  • ID Number (this can be a tax ID number or passport number, required for invoicing purposes)

Please ensure all details are accurate to avoid delays in processing and shipping your order.

Why Do I Need to Provide My ID/Tax/Passport Number?

As a business based in the European Union (EU), I must comply with both EU and Spanish tax laws. Providing your ID number, which can be a Tax ID, passport number, or another form of identification, is essential for several reasons, both for invoicing and customs clearance (if applicable).

1. For Invoicing Purposes:
Spanish tax regulations require businesses like mine to include the recipient's identification number on invoices, especially for transactions involving countries outside the EU. This is a legal requirement enforced by the Spanish Tax Authorities. By providing your ID number, I ensure that my business is compliant with tax obligations, and it helps track and validate international sales.

For example, the tax authorities mandate that the recipient’s tax identification number (or other forms of ID) must be included in the invoice to properly document the transaction. This is particularly important for sales where the recipient is responsible for paying VAT or other taxes.

2. For Shipping and Customs:
When items are shipped across borders, customs authorities often require a personal ID number to clear the shipment. This number helps verify the identity of the recipient and speeds up the customs process, preventing delays. It is used to ensure that all import duties and taxes are correctly calculated and paid.

3. Contact Information:
Along with your ID number, your phone number and email address are also necessary. These details ensure that the shipping company can contact you for delivery updates, and they are required on invoices for tax compliance purposes as well.

In summary, providing your ID number helps ensure that both the legal documentation (invoices) and shipment are processed correctly. It’s a vital part of ensuring smooth transactions and compliance with Spanish tax laws and international trade regulations. You can read more about these requirements from the Spanish Tax Authority.

RETURNS & REFUNDS

Can I cancel my order?

You can request a cancellation within 48 hours of purchase. After 48 hours, you can only request a return.

How do I return my item?

Returns and Exchanges (Including Resizing)

Returns are subject to evaluation from Pintér Heni Design. Please contact me before returning an item to ensure it is accepted and to discuss the return method.

  • Evaluation Process:
    Make sure to send photos of the item and provide a clear explanation of the issue. I’m happy to help! You can reach out via the Contact page.
  • One of a Kind Items:
    Returns are accepted within 14 natural days (2 weeks) of delivery, with the item shipped back within 21 natural days (3 weeks) of delivery.
  • Personalized Items (Made to Order, Custom Orders):
    No returns are accepted unless the item arrived damaged or you received the wrong item. Personalized items can be resized; please see the Resizing section below.
  • Sale Items:
    No returns are accepted unless the item arrived damaged or you received the wrong item.

    Returns

I offer a 14-day return policy on eligible items (see conditions above). You have 14 natural days after receiving your item to request a return, and the item must be shipped back within 21 days of the delivery date.

To be eligible for a return, the item must be in the same condition as it was received - unworn, undamaged, and in its original packaging. You will also need to provide the receipt or proof of purchase.

To initiate a return, please contact me at the Contact page.

Please note that items sent back without first requesting a return will not be accepted.

For any questions regarding returns or exchanges, feel free to reach out at the Contact page.

Return Shipping:

  • For returns, you are responsible for certified return shipping costs, unless the item arrived faulty or damaged, in which case I will cover the shipping costs. Please ensure the return is sent via certified shipping to avoid potential issues.

Warranty

I provide an 8-month warranty that covers faults and defects in craftsmanship. To make a warranty claim, email me at pinterhenidesign@outlook.com with photos of the item and your order number.

Please note that you will need to cover the cost of shipping the item back to me. The warranty does not cover general wear and tear over time.

Damages and Issues

Please inspect your order upon receiving it. If you notice any defects, damages, or if you receive the wrong item, contact me immediately  Contact page so I can evaluate the issue and provide a solution.

European Union 14-Day Cooling Off Period

If your order is being shipped within the European Union, you have the right to cancel or return your order within 14 days without providing a reason.

To be eligible for a return, your item must be in its original condition -unworn, unused, and in its original packaging. You will also need the receipt or proof of purchase.

Exceptions to this cooling-off period apply to personalized items, such as made-to-order and custom orders.

Wear & Tear
Please take care to avoid wearing your jewelry during labor-intensive activities such as gardening, housework, or heavy lifting. These actions can damage your jewelry. While I am not responsible for wear and tear, feel free to contact me if your jewelry becomes damaged - I'm happy to help with repairs or offer advice to prevent further issues.

Am I eligible for a refund?

Refunds

I will notify you once I’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact me at pinterhenidesign@outlook.com.

If the returned item is not in the same condition as it was sent in, I reserve the right to not refund, or issue a partial refund, or deduct a repair fee from the refund.

SIZING & CARE

Can rings be resized?

Yes, I do offer ring resizing, but please note that not all rings can be resized, or some can only be resized with a small size difference.

  • Before Shipment: I can resize your rings for free before shipping. Please double-check your size before ordering to avoid unnecessary resizing later.
  • After Shipment: I offer resizing for a fee of €20. Shipping costs both ways are the client’s responsibility. I highly recommend using certified shipping to prevent any issues with lost parcels during transit.

If you prefer not to ship the item back, you can also check with a local jeweler for resizing options.

Please always contact me before placing your order to confirm if resizing is possible for your chosen ring design. Reach out via the Contact page for any inquiries.

How do I measure my ring size?

I’ve got you covered! Here are a few tips to help you figure it out:

  • Visit a Local Jeweler
    This is my top recommendation. A professional jeweler can accurately measure your size, and it’s the only way I can guarantee the perfect fit for your ring.
  • Measure an Existing Ring
    If you have a ring that fits the finger you want the new one for, you can measure the inside diameter at the center of the ring.

To help you choose the right fit, a Ring Size Guide is available on the website. It includes an international size chart, simple measuring methods, and a printable ring sizer. If you are between sizes or unsure, please contact me before placing your order.

Important Tip: Precision is key! Even half a millimeter makes a huge difference. Measure the widest part of the inside to get the most accurate result.

If you are still not sure:

When in doubt, I recommend ordering a slightly larger size. If the ring is larger, it’s easier to resize smaller. I can resize it for free before shipping!

How to take care of brass jewelry?

Brass naturally oxidizes over time, developing a rich patina that many love. If you prefer to maintain its shine, I recommend gold plating to preserve the look and reduce tarnishing.

For regular cleaning, gently wipe your brass jewelry with a damp, soft cloth or a jewelry cleaning cloth (I’ll send you one as a gift!). Avoid using sharp objects to clean small crevices, as this can damage the metal and loosen any stones.

To protect your jewelry:

  • Keep it away from chemicals, oils, and makeup. Always handle it with clean hands, washing them before putting on or taking off your jewelry.
  • Avoid exposing brass pieces to chlorinated or salty water (e.g., pools, hot tubs, or the sea).
  • Body oils and sweat can also affect the appearance of your jewelry, especially if it’s gold-plated. Wipe it down regularly to maintain its shine.

For a deeper clean, use mild soap and warm water. Avoid harsh chemicals or abrasive cleaners. If your piece becomes heavily tarnished, you can make a baking soda paste (mix baking soda with water) and gently rub it onto the jewelry with a soft cloth. Repeat as needed, but be gentle around any stones.

Care Tip: When not wearing your jewelry, store it in a dry, shaded place - preferably in a protective container or pouch to keep it safe.

How to take care of silver jewelry?

Sterling silver naturally tarnishes over time, darkening as it reacts to air and moisture. This is a normal process, but with proper care, you can maintain its shine and beauty.

For regular cleaning, gently wipe your sterling silver jewelry with a soft polishing cloth. Avoid using sharp objects or rough materials to clean crevices, as this can scratch the metal or loosen any stones.

To protect your silver jewelry:

  • Keep it away from chemicals, oils, and makeup. Handle it with clean hands, and wash them before putting on or removing your jewelry.
  • Avoid exposure to chlorinated or salty water, such as in pools, hot tubs, or the sea, as this can accelerate tarnishing.
  • Body oils and sweat can also affect sterling silver, so it’s important to clean it frequently to maintain its brightness.

For deeper cleaning, you can use mild soap and warm water. Dry the piece thoroughly after washing. For heavier tarnish, a baking soda paste (water and baking soda) can help restore shine. Gently rub the paste onto the jewelry with a soft cloth, being careful around any stones.

Care Tip: Store your sterling silver pieces in a dry, air-tight container or a pouch when not in use to minimize exposure to air and moisture.

How to take care of gold plated jewelry? 

Jewelry Care & Gold Plating

Gold plating is a process where a thin layer of gold is bonded onto a base metal. Currently, I offer gold plating in both yellow gold and rose gold tones:

  • 24k Gold Plating: This option offers a stronger, harder, and more durable finish that can last for years with proper care.

Please note that choosing a gold plating option may result in a slight difference in the tone of your jewelry compared to the product photos. Yellow gold plating may give your piece a slightly yellowish tone, which adds to its unique character.

While gold plating is designed to last, it can fade and tarnish over time with exposure. This is a natural process, but if needed, I can re-plate your jewelry to restore its luster.

To help maintain the finish, here are a few tips:

  • Avoid Chemicals and Oils: Keep your gold-plated jewelry away from harsh chemicals, oils, perfumes, and makeup.
  • Handle with Clean Hands: Wash your hands before handling your jewelry to avoid transferring oils or dirt.
  • Keep Away from Water: Avoid exposing your jewelry to chlorinated or salty water (e.g., pools, hot tubs, or the sea).
  • Body Oils and Sweat: Wipe down your jewelry regularly, as body oils and sweat can affect gold plating.
  • Gentle Cleaning: Use mild soap and warm water for cleaning, and avoid harsh or abrasive cleaners.
  • Prevent Friction: Store your gold-plated pieces separately to avoid rubbing, which can wear down the plating over time.

By following these care tips, you can prolong the life of your jewelry and keep it looking as beautiful as the day you received it. For any re-plating inquiries, feel free to contact me.