WHERE DO YOU SHIP FROM?
All orders are shipped from our stores in Puerto Rico.
HOW LONG DOES IT TAKE TO DELIVER?
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.
Once your order is placed, you will receive an email notification for:
- Your package’s tracking number
- Your package is out for delivery
- Your package has arrived
If you haven't received a shipping notification for your order after 7 days, please contact us via firstname.lastname@example.org
PACKAGES STOLEN, DAMAGE OR LOST
We understand that having a package stolen or lost can be upsetting, unfortunately Sumaq Silver & Jewelry,Corp. cannot be held responsible.
Please ensure your address is correct. Incorrect addresses can cause lost packages.
If a package has been delivered to the shipping address that you provided at checkout, we are not responsible if the package is lost or stolen after delivery.
If your package is lost in transit, which is very unusual, this is the carrier's responsibility. In this case you should reach out to USPS directly.
CAN I GO PICK UP MY ORDER AT THE STORE?
YESS IT'S FREE! Select in store pickup as a shipping method. Please allow 24 hours to process the order. All orders must be picked up within 7 days. Our only store available for pickup is Plaza Las Americas. If you have a special request please contact us via email email@example.com
Free shipping will automatically be applied to your order
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 firstname.lastname@example.org
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.
PROBLEMS WITH YOUR DELIVERY ADDRESS?
If USPS tracking shows they attempted delivery, you must first call the carrier and provide either another secure address, or inform them that you will pick up the parcel at the closest post office to your delivery address.
HOW DO I START THE RETURN PROCESS?
If you wish to return your product, please follow these instructions:
Please email us at email@example.com(subject line: RETURN) to request a Return.
Please specify which product you are interested in returning, and the reason for this return. We welcome your feedback!
WHAT IS YOUR RETURN POLICY?
Once the return or exchange is approved, we will accept the piece(s) up to 30 days after the RETURN is given to you.
Every piece must be sent back unworn and in its original packaging. All sales and discounted items are final (non-refundable nor exchangeable).
WHAT CAN I NOT RETURN?
Health and hygiene laws restrict the return of earrings, they are final sale.
I ENTERED THE WRONG SHIPPING ADDRESS, WHAT CAN I DO?
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 firstname.lastname@example.org
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, so please supply an address where you will be available to receive your order.
If we are unable to make the change, you will be responsible for receiving the parcel at the address you entered originally. Sumaq takes no responsibility for goods lost due to incorrect shipping details.
WHAT IF MY PACKAGE WAS RETURNED TO SENDER?
If for any reason your package is returned to us we will re-shipped to you. However, the reshipping may be at an extra cost depending on the reason it was returned to us.
ARE RETURNS FREE?
You will be responsible for paying for your own shipping costs for returning your item.
DO YOU REFUND MY MONEY?
We do not make refunds, only credit to the store.
Once we receive your piece, by email you will receive the corresponding information to receive your credit. The credit only applies to our online store, does not apply to be used in our physical stores.
HOW LONG DOES IT TAKE FOR ME TO RECEIVE MY REFUND? (If applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Inspection of returns usually take 7-10 business days of the day we receive the parcel, but it might take longer during busy periods. Please email our team at email@example.com if you would like to follow up on the status of your return.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
WHY WASN’T MY SHIPPING FEES REFUNDED?
Shipping costs are non-refundable.
WHAT IF MY JEWELRY GETS LOST IN THE MAIL?
Sumaq ships with efficient global courier services that provide mail-tracking facilities, and we suggest you do the same when sending your items back to us. We are not responsible for items that are lost or damaged during returns.
WHAT IF I RECEIVE FAULTY JEWELRY?
If you received a defective or damaged item – we apologize in advance, and we will replace this piece as quickly as possible. Every purchase is under a 1 month warranty.
If you need to exchange a piece, send us an email at firstname.lastname@example.org with a picture of the faulty item, and our support team will assist you promptly.
Immediately after the exchange is approved by our support team, we will send you a return label for you to return the faulty items, and we will send you new pieces - free of charge.