FAQ

 

I put in the wrong shipping address, what do I do now?

It is very important to add your correct shipping address when you place your order. If you enter the wrong shipping address contact us immediately at info@sumaqsilver.com

We have a 10 to 12-hour window to make a request for the package to be rerouted from the moment you make the purchase; however, we cannot guarantee the change will be doable as it depends where the package is in the shipping process. We are unable to redirect orders once they have been dispatched.

 How long does it take to ship my order?

 All orders are processed and shipped Monday through Friday from 10:00am to 12:00pm.Every customer receives a shipping notification once the package leaves our office. Please check your SPAM box before emailing us requesting an update.  We take 2-3 days to process your order, but we might take longer during busy periods. Your local shipping carriers may experience delays outside of our control. 

Where can I find my order confirmation?

Once you’ve completed your purchase, you will receive an Order Confirmation email. Please check your junk mail or spam folders if you can’t find it. Otherwise, contact customer service and we will be able to assist you.

 What payment methods do you receive?

We accept Visa, Visa Debit, Mastercard, and Ath Movil

How do you make sure my payment is secure?

We take online security very seriously. At no point do we store any financial information on our servers. We work with trusted and reputable third party hosting agents and payment providers to ensure the security of personal data.

Who covers duties and taxes?

Please note that you will be responsible for all duties and taxes incurred in the country of destination. 

How can I exchange an item?

We are able to offer exchanges for necklaces, rings, bracelets and anklets only. We are unable to offer exchanges on earrings. Health and Hygiene Laws restrict the return of earrings for all jewelers, therefore, we can't accept returns and exchanges of any earrings and pierced jewelry.

Please contact our Customer service team to initiate an exchange.

 Can I change my order?

Unfortunately, we are unable to cancel or amend orders once they have been placed. You can return your order once you have received it.

 How can I take care of my jewelry?

Follow instructions in our Jewelry care section to keep your Sumaq jewelry looking good.

 Do you offer a warranty?

Your jewelry purchased via sumaqsilver.com will be under warranty for 1 month from the date of purchase. If you experience any problems with your jewelry, please reach out to us at info@sumaqsilver.com

 Each case will be analyzed thoroughly by the Sumaq team. If Sumaq  is responsible because of a manufacturing issue, we will exchange it for you, free of charge.