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Silvina Rio Online Store
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Faq

Frequently asked questions about the jewelry, materials, care and purchase process

HERE YOU CAN FIND THE ANSWER YOU’RE LOOKING FOR!

ABOUT DESING AND PRODUCTION

All the jewelry you will discover in this store are designed and made by myselfSilvina Rio in my atelier in Barcelona; every one of them is made in an artisanal way.

You are welcome to visit my studio in Barcelona! Please send me an email to [email protected] to make an appointment.

Yes of course! It will be a pleasure to materialize a special jewel for you or help you create that special gift. Bridal and engagement rings as well as gifts for special occasions like birth, baptisms, business, events and celebrations can be personalized. 

Write to [email protected] and we will work together to get the best design and budget that suits your taste and needs. 

PAYMENT DETAILS

All prices in Euros (EUR) 

You can make the payment through PAYPAL, the safest, fastest and easiest payment platform in the network, with encryption technology that protects all your personal information. 

If you prefer to pay by bank transfer, please write me to [email protected] and I will provide you the bank account number to complete your purchase.

All prices include 21% VAT. 

You have to pay at the time of ordering the piece of jewelry. 

All the probable customs duties, local taxes or government fees are a buyer´s charge and must be paid when the order arrives at the destination. The amounts vary according to the policy of each country.

To avoid surprises I recommend you to know about this cost in advance. 

ORDER PROCESSING

Once you finish your purchase and payment you will receive an email in your inbox with the confirmation with all the details of your order; if you don’t receive this confirmation within 24 hours, please let me know by writing to [email protected] .

With great enthusiasm I will start working on your order upon receiving your purchase confirmation. 

My wish is to create a high quality handcraft jewelry therefore the process of each piece can vary from 3 to 10 working days, depending on the type of material and design you have chosen.

You will receive update news via email when your order is ready to be dispatched. 

If your order is urgent, I recommend you to contact me, before making the purchase, via email on [email protected] so we can agree on the delivery time.

Rest assured that I will always do my best to meet your request.

Yes, but don’t forget that all the pieces are handcrafted, one by one, and for this reason they may vary slightly to the image. 

In my workshop you will not find two identical pieces.

The piece will be unique and made especially for you. In fact will look better on you than on pictures! 

SHIPPING

Yes, I ship worldwide.  

You will receive the shipment at the address you have indicated at checkout. It can be any address you want, either your home address or your work address. If your order is being sent to a business address, please include the business name as well as your personal name.

To avoid incidents, be sure to complete the form correctly with all the requested information. 

I will not be responsible for undelivered or delayed items due to an incorrect address.

Remember that a signature is required at the time of delivery, if there is no one at the address at the moment of the delivery, the postman will leave a notice so you can personally pick up your package at the local office. 

With your order ready and the payment completed, I will make the shipment from Spain via ‘Correos‘ postal service. The shipments are always certified and have a tracking number. You’ll receive your tracking number with the shipping confirmation email – with this you can, at any time, follow the journey of your jewelry at www.correos.es. Delivery times vary according to destination – below some indicative delivery times: 

Within Spain: 1-4 working days

Rest of Europe: 7-10 working days

International: 10-15 working days

If you need a very urgent shipment (24/48 hours), please write to [email protected] and I will inform you about the conditions and costs.

IMPORTANT: Usually, shipments arrive within the expected deadlines but I will not be responsible for any kind of delay caused by international customs, postal office operational problems, political uprisings, inclement weather, holidays or festivities. 

Shipping within Spain: 4.50 € 

Shipping rest of Europe: 6.00 € 

International Shipping: 8.00 € 

If your order has not arrived within the estimated time, I recommend that you make the corresponding claim with the shipment tracking number at the nearest local post office. Your order is insured for the full cost of the item/s, so once received the confirmation of the lost package by the postal service, I will send the replacement of the purchased as soon as possible. 

You can also send me an email to [email protected] and I will do my best to help you.

PACKAGING

All my jewels are wrapped free of charge, whether a gift for someone or a treat for yourself! 

The gift is then packaged with care to ensure a safe shipping. 

If you’d like to include a personal message to the recipient of the gift, please let me know in advance at checkout.

A small hand-written gift card will be included, with room for about 20 words. 

RETURNS, EXCHANGE, REFUNDS

I stand behind what I do and really want you to feel satisfied, wear and love my jewelry.  

So, if you are unhappy with your purchase, if the item you received is defective, does not match what you ordered or has been damaged during transit, please get in touch via email to [email protected] within 24 hours of receiving your shipment.

We can discuss and find a solution about an exchange or refund. 

Only upon approval of your request, the product must be returned in unused condition, in the original packaging, within 7 days after receiving the purchase. 

IMPORTANT: Any used or damaged goods cannot be exchanged or refunded.

 I don’t accept exchange or returns from customized or personalized pieces of jewelry and products with discounts.  

I will proceed the refund as fast as possible and after receiving your return package.  

Refunds are for the purchase amount only. Shipping charges are not reimbursed. 

The shipping costs of the return (for exchange or refund) including possible customs duties and taxes, are covered by the buyer. Any returned item that arrives broken or is lost in transit, is at the buyer’s responsibility.

 The returning must be certified, with tracking number and insurance, regardless of which carrier/service you use to ship your order back to me. 

You will receive it in the same payment method that you used for making the purchase. 

PRIVACY POLICY

You can feel safe! Your personal data will be requested only in case you make a purchase or sign up in this webpage.

The information will never be shared to a third part.  

As well, Paypal payment system is the most secure platform in the network using SSL encryption technology and will not disclose your personal data either. 

You can opt out of the database at any time! 

CUSTOMER SERVICE

If you still need more information or have any question or inquiries, please send me an email at [email protected], you’ll get a reply within 48 hours.

Customer service, Monday to Friday from 9am to 6pm CET (Central European Time).

Yes, sure! If you like my work and want to sell it in your gallery or in your online or physical store, please send me an email to [email protected] and I will inform you about prices and terms of wholesale.

Yes, my jewelry can be found in different stores and galleries in Europe and Latin America.

You can also see me in action selling my jewelry in independent design markets in Europe.

If you want to know which is the nearest point of sale to you, contact me by email to [email protected] and I will provide you all the information.

If you want to buy a piece that is listed as sold, you can complete the contact form or write me an email to [email protected] and I will do my best to make sure you have the piece you like!

MATERIAL INFORMATION

I only use quality metals and materials, all from trusted and local suppliers.

According to the collection I work with 925 silver, 18k solid gold and gold plated silver or gold plated brass and depending on each design the metals can be treated with different finishes and colors. Some jewelry also carry natural stones, not artificial or dyed and others pieces have a touch of color given by synthetic paint. 

All the products are nickel free, that’s why they can be used on sensitive and allergic skins.

18K Gold color: Authentic 18k solid gold.

Silver color: Sterling silver with a natural untreated surface.

Matt white color: Sterling silver with a matt white surface treated with fire.

Oxidized/black color: Sterling silver with a black surface treated with oxide or rhodium.

Gold plated: Sterling silver or brass with a fine layer of gold 18K or 24K, 3 microns thick.

Rose gold plated: Sterling silver or brass with a fine layer of gold mixed with copper, 3 microns thick.

Synthetic paint: Sterling silver covered by a thin layer of colored enamel and treated with low temperature.

Yes of course. All jewelry pieces can be recovered.

In the oxidized silver jewelry, little by little the silver color will appear in its relief and it will look like an antique piece. It will look very nice, but if you want it to look completely dark again, I can tell you a homemade trick so you can do it yourself. 

If you have purchased any of my pieces with rhodium or gold plated and because of the daily use has lost its color, I offer my customers the service to renew it at cost price plus shipping. Your jewelry will look like new again!  

Do not hesitate to contact me via email to [email protected]

CARE INSTRUCTIONS

With the use and the passage of time all the jewelry pieces tend to oxidize superficially or change the color due to external factors or the skin type. 

Keep in mind that all the pieces are made by hand with different metals and finishes, so if you follow these simple tips your jewelry will look beautiful for a long time. 

Is very important to avoid wearing jewelry when showering, swimming, sunbathing, cleaning, gardening or performing sports activities. 

Try to keep your jewelry away from creams, perfumes, hairspray, detergents, chemical products, salt water and any kind of abrasives. 

Always protect your jewelry from strong bumps and scratches, especially the oxidized, gold plated or with synthetic enamel pieces. I use materials of excellent quality but these finishes are always delicate. If they are not properly cared for, the color of the base metal may appear. 

For sterling silver and solid gold jewelry pieces, use warm water with a drop of mild detergent. Dry it well with a soft cloth.

Use a professional jewelry cleaning product, only if necessary. Always read the manufacturer’s instructions before using it. 

Jewelry with a matt white finish, black oxidized, rhodium, gold-plated or with synthetic enamel can be cleaned only with warm water and mild detergent. Dry it well with a soft cloth. To avoid color loss, do not use any other type of cleaning product or abrasive cloths. 

Store your jewelry separately and safely in a box or soft pouch to avoid friction between different metal pieces.

Take special care with pendants with very thin chains, they can be easily knotted or tangled.