Frequently Asked Questions

• I entered the wrong shipping address. What should I do?

  It is very important to provide the correct shipping address when placing your order. If you entered the wrong address, contact us immediately at info@sumaqsilver.com.

  We have a 10–12-hour window from the time of purchase to request that the package be rerouted. However, we cannot guarantee that the change will be possible, as it depends on where the package is in the shipping process. Orders cannot be redirected once they have been dispatched.

• How long does it take to ship my order?

  Orders are processed and shipped Monday through Friday, between 10:00 a.m. and 12:00 p.m.

  Please allow 2–3 days for your order to be processed. Processing may take longer during busy periods. Once your package leaves our office, you will receive a shipping notification by email. Please check your spam or junk folder before contacting us for an update.

  Local shipping carriers may experience delays outside of our control.

• Where can I find my order confirmation?

  Once you complete your purchase, you will receive an order confirmation by email. If you cannot find it, please check your spam or junk folder. Otherwise, contact our Customer Service team at info@sumaqsilver.com for assistance.

• What payment methods do you accept?

  We accept Visa, Visa Debit, Mastercard, and ATH Móvil.

• How do you keep my payment information secure?

  We take online security seriously. SUMAQ does not store your financial information on its servers. We work with trusted third-party hosting services and payment providers to help protect your personal and payment information.

• Who is responsible for duties and taxes?

  Customers are responsible for all duties, taxes, and related charges incurred in the destination country.

• How can I exchange an item?

  We accept exchanges for eligible necklaces, rings, bracelets, and anklets. For health and hygiene reasons, earrings and other pierced jewelry cannot be returned or exchanged.

  Please contact our Customer Service team at info@sumaqsilver.com to initiate an exchange.

• Can I cancel or change my order?

  Unfortunately, we are unable to cancel or modify an order once it has been placed. After receiving your order, you may request a return or exchange in accordance with our return and exchange policy.

• How should I care for my jewelry?

  Follow the instructions in our Jewelry Care section to help keep your SUMAQ jewelry looking its best.

• Do you offer a warranty?

  Jewelry purchased through sumaqsilver.com is covered by a one-month warranty beginning on the date of purchase.

  If you experience a problem with your jewelry, please contact us at info@sumaqsilver.com. Every case will be carefully evaluated by the SUMAQ team. If the issue is determined to be a manufacturing defect for which SUMAQ is responsible, we will exchange the item free of charge.