POLÍTICAS DE COMPRAS, CHANGES & RETURNS

Our jewelry offers a 30-day natural guarantee from the receipt of the order.

The warranty covers:

• Earring post (drop).

• Stone/zirconia or moissanite drop.

• Functioning of necklace and bracelet clasps.

• Chain rings and bracelets.

• Golden and silver color (it may fade or vary slightly in tone due to use, but it will not lose it).

  
  

The warranty does not cover:

• Scratches from use.

• Dents from falls or blows.

• Change of color due to poor care of the piece (using perfume or abrasive liquids).

• Huggies that do not close well (can be adjusted by pushing the post).

• Loss of the piece.

To apply for the warranty, it is essential to be registered or present a gift or purchase ticket within the first 30 days after purchase.

You can apply the warranty at any of our physical stores by presenting the proof of purchase, or digitally by following these steps:

1. Send an email to customers@malandra.mx with the title "Warranty - your full name - order or ticket number", or a message to our Whatsapp: 81 148 866 01

2. Provide a contact phone number.

3. Attach proof of purchase.

4. Describe the situation or defects found.

5. Attach photographs highlighting the relevant details (the email must not exceed 10MB).

Our jewelry offers exchanges within the first 10 business days from the purchase.

Applicable changes for:

• Products that are not the correct size or are not what you expected.

• Products that do not meet the described characteristics.

• Products with damage or manufacturing defects.

• Products received chipped, damaged, or broken (does not apply to damage due to misuse).

To request an exchange, it is essential to be registered or present a gift or purchase ticket within the first 10 business days after purchase. The item must come in its original packaging and with tags.

In-store purchases:

If you made your purchase at a branch, you can only make exchanges at any of our branches by presenting the item with its original packaging and the proof of purchase.

Online store purchases:

If you made your purchase in our online store, you can only request your exchange digitally by following these steps:

1. Send an email to customers@malandra.mx with the title "Change - your full name - order or ticket number", or a message to our Whatsapp: 811 488 6601

2. Provide a contact phone number.

3. Attach proof of purchase.

4. Describe the situation or defects found.

5. Attach photographs highlighting the relevant details (the email must not exceed 10MB).

We do not accept returns in case of an error in your order, personalized jewelry, jewelry on sale or with a discount.

Any return request submitted after the 10 business days after the purchase is made, it cannot be processed.

To be eligible for a return:

• The items must not have been used.

• They must be in the same condition as received and retain their original packaging.

You can request your return inside of the first 10 business days after purchase. The item must come in its original packaging.

In-store purchases:

If you made your purchase at a branch, you can only make your return at any of our branches by presenting the item with its original packaging and the proof of purchase. An exchange or refund option will be offered.

Online store purchases:

If you made your purchase in our online store, you can only request your return digitally by following these steps:

1. Send an email to customers@malandra.mx with the title "Return - your full name - order or ticket number", or a message to our Whatsapp: 811 488 6601

2. Provide a contact phone number.

3. Attach proof of purchase.

4. Describe the situation or defects found.

5. Attach photographs highlighting the relevant details (the email must not exceed 10MB).

If you made the request by email or Whatsapp, the team will contact you within no more than 48 hours to notify you of the approval or rejection of the request.

If your request is approved, the option for exchange or refund will be offered.

The refund will be made in a saldo a favor to use it in malandra.mx o at any of our branches, for the total paid in your purchase. The refund no shipping or charges apply from our payment platforms (PAYPAL, CONEKTA, KUESKI PAY).

• Send the merchandise subject to return in its original packaging and with tags to our CEDIS.

• The customer is responsible for shipping costs, that are non-refundable.

• It is recommended to use a trackable or secure shipping service.

• If you wish, we can help you with the generation of the guide and we will send you a payment link to settle it.

• In case of a return, shipping times may vary depending on your location.

Malandra Jewelry reserves the right to cancel any order with suspicious behavior or system errors. 100% of the payment will be refunded and the customer will be notified by email. In case of unjustified cancellation, contact us to finalize the order again.

• Check the bank account statement.

• Contact the bank, as it may take time before the refund is reflected.

• If you have not yet received your refund, contact us at clientes@malandra.mx.

Malandra Jewelry is not responsible for customs fees and taxes applied by the destination country of the shipment. The customer is responsible for paying any fees or taxes applied upon receiving their order. In case the receipt of the order is rejected due to tariffs and taxes applied by the receiving country, the customer will be responsible for the final destination of the order. 

For details on import fees, contact the specified carrier at 800 7433 877, Option 3.

Los artículos comprados en línea y enviados fuera de México no pueden ser reembolsados ni cambiados. Cada una de nuestras piezas es cuidadosamente probada y empaquetada en nuestras instalaciones, por lo tanto, su pedido debería llegar en perfectas condiciones. Los clientes deben cuidar las joyas para asegurar su color y brillo, y ser conscientes de que evitar todo tipo de productos para la piel, así como limpiar y almacenar adecuadamente los artículos, extenderá la longevidad de las joyas. Sin embargo, si necesita apoyo o tiene alguna pregunta sobre sus artículos, contáctenos en clientes@malandra.mx y nuestro equipo de atención al cliente te dará más instrucciones.