FAQ
Welcome to the FAQ section of Renaroque, where we strive to address all your queries and concerns with precision and care. Our aim is to enhance your shopping experience by providing detailed information on various aspects of our unique costume jewelry pieces, purchase process, and after-sale services.
If your question isn’t listed here, feel free to contact us — we’re happy to help!
Payment
· What payment methods are there?
CREDIT CARD (VISA, Mastercard, Maestro, American Express)The choice of payment methods varies depending on the country. In the checkout you will find the payment methods that are available for your country.
Order
· How can I order?
Have you looked around and found a product that you would like to order? We're really glad! All you have to do is log in with your personal account or as a guest and you can send off your order.
· How do I create a customer account?
You do not have an account? You can set up an account quickly and easily. All we need is some information about your address and your e-mail address. To do this, go to My Account .
If you have already placed products in the shopping cart, you only have to go to the checkout and register there again.
· Do I get a confirmation email?
As soon as you have completed your order, you will receive a confirmation email from us within a few minutes. If these do not arrive after a long time, please check the contents of your spam folder first. If there is no email from us there either, please contact our customer service and we will take care of it immediately.
· How can I track my shipment?
As soon as your shipment has left our warehouse, we will send you an email with the shipment tracking link. To track your shipment, just click on the link and you will be forwarded directly to your delivery. Please note that the shipping companies only updates the status of your delivery after a certain amount of time. If there are problems with your delivery, contact with us. If you have any further questions about your order or if you have been waiting longer than the specified delivery time for your package, please contact us and we will be happy to help you.
· Where can I check my details?
To be sure that all your details are correct and that the correct products have been ordered, you can log into your account and view all the details in the order overview. Or you can look at your confirmation email, where you will also find everything you need to know about your order.
· Where can I check my details?
Did you choose the wrong size? No problem, just send us an email immediately after placing your order. We will cancel your order and you can simply place a new order. If you only notice the error later and we have already shipped your order, unfortunately we can no longer cancel it. In this case you can send the delivery back to us free of charge after receipt and we will return your item.
Personalized jewelry cannot be cancelled.
· How can I change my delivery address?
Did you get the delivery address wrong? It is best to contact our customer service directly, then we will make the change directly. If we have already dispatched your order, unfortunately we cannot change your address.
Delivery & Shipping
· In which countries can I order?
We offer shipping to the following countries:
EU: Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden
AMERICA: Canada, USA
ASIA: Japan, South Korea
All orders are shipped from Spain. For this reason, there are no customs duties or import taxes within the EU. However, these may apply outside the EU.
Please note that there are different regulations regarding customs or import sales tax depending on the country. These fees are 100% paid to the customs of the respective recipient country and must be borne by you.
If you refuse to accept the package outside EU countries, only 50% of the total amount paid by you as a customer will be refunded, due to the fact that returning the product from outside the EU to Spain will incur extra costs in the form of taxes on shipments and customs handling fees.
· How long does shipping take?
Since we know that after placing your order you are anxiously awaiting your package, I have to warn you that we have a processing time for the products that varies from 2 to 4 working days, because we combine our work in this shop with my other shop in the ETSY marketplace.
The shipments are made by default through the postal service of Correos so, after arriving in your country, it will be the national postal service of your country that will deliver it to you. It will be deposited directly in your mailbox, unless the postman delivers it directly by hand if there is someone at home to receive it (this often happens).
Delivery times are estimated, provided by each carrier and vary depending on the country of destination:
Spain: 1-2 working days
Europe: 3-7 working days
US/CA: 5-12 working days
JP/KS: 7-15 working days
The shipping costs are are displayed at the end of the checkout process.
· Can I get my order faster?
Yes, you can. You can select this option on the payment screen before checkout. We work with companies such as SEUR in Spain, UPS and DHL Express in Europe, and DHL Express in America and Asia.
Delivery times are estimated, provided by each carrier and vary depending on the country of destination::
Spain: 24 hours
Europe: 1-4 working days
USA/Canada: 2-6 working days
Japan/South Korea: 4-8 working days
· How much are the shipping costs?
The price of the shipping costs vary depending on the product weight and country of destination:
Spain
Standard shipping: from 4,74€
Delivery time: 24-48 hours
EU
Standard shipping: from 5,00€
Delivery time: 3 to 7 working days
Express shipping: from 12,00€
Delivery time: 1 to 4 working days
USA & Canada*
Standard shipping: from 5.00$ / 10.00 CAD$
Delivery time: 5 to 12 working days
Express shipping: 20.00$ / 35.00 CAD$
Delivery time: 2 to 6 working days
Japan & South Korea
Standard shipping: from 1250 ¥ / 10.000 ₩
Delivery time: 7 to 15 working days
Express shipping: from 5000 ¥ / 45.000 ₩
Delivery time: 4 to 8 working days
Returns
· How long can I return my order?
Product return options are only available within the European Union within 14 days of receiving the item.
Within European Union (EU):
Renaroque.com has a 14-day return policy within EU, which means that you have 14 days after receiving your item to request a return.
In order to make a return, the item must be in the same condition as you received it, unused, with tags and in its original packaging. You will also need your receipt or proof of purchase.
To initiate a return, you may contact us at renaroquedesigns@gmail.com. Please note that returns should be sent to the following address:
Pablo Gonzalez Martin
Camino de Cabrerizos Street 4, 1ºC
37439 Castellanos de Moriscos, Salamanca
Spain
You can always contact us for any questions about returns at renaroquedesigns@gmail.com.
You can consult all the relevant information here.
Rest of the world (USA, Canada, Japan, South Korea):
Due to EU tariff rules for products arriving from outside the EU, Renaroque does not accept exchanges or refunds for orders placed from countries such as USA, Canada, Japan or South Korea that have been returned due to non-payment of customs tariffs for those orders.
You can consult all the relevant information here.
· How and when do I get my money back?
After receiving your return, we will send you a confirmation by email. The refund will be made using the same payment method as for your order. Depending on the payment method, it may take a few days after receiving your return for your payment to be refunded. Usually it is about 5 working days.
Jewelry Care
· How can I keep my costume jewelry looking their best for as long as possible?
The first thing you need to understand is that when you buy costume jewelry, you are not buying jewelry. They are two completely different things. This is evident not only in the metal used to make them, but also in the price you pay for them.
With that in mind, here are some general tips to help you keep your pieces in the best possible condition:
- You should always take off your jewelry before exercising, bathing or showering.
- You should never store your jewelry in the bathroom or other damp places, as the moisture can discolor or tarnish the jewelry.
- Your jewelry should be the last thing you put on and the first thing you take off when you get home. You should take off your jewelery at the latest before you go to bed.
- Do not let your jewelry come into contact with cosmetics such as creams and other chemicals such as hairspray, nail polish remover or perfume.
- It pays to always place and store the jewelry in a jewelry box or on a cloth pad to avoid scratches.
Products
· Which materials are used?
We know how important sustainability is - and with consistent product quality.
We mainly use genuine, high-quality materials. Most of our jewelry is made of 18K and 24K fine gold plated brass and zamak (0.25-1 micron). We also use other metals such as stainless steel, raw brass, semi-precious stones, cubic zirconia and crystals, and resin for some of our cabochons.
· Is your jewelry nickel-free?
Yes, all of our jewelry is nickel-free and complies with EU regulations, making it suitable for most sensitive skin types.
· Can the costume jewelry tarnish or rub off?
At Renaroque we only use high quality materials and coatings to protect our products. All pieces of costume jewelry that contain real silver can in principle oxidize (tarnish). This is a completely normal chemical process, which is also often known from silver cutlery. However, this is no reason to worry and also does not represent a quality defect or reason for return. To ensure that you can enjoy your costume jewelry for a long time, we recommend that you follow our tips for jewelry care and cleaning. Our gold-plated pieces of costume jewelry are 24-carat or 18-carat gold-plated between 0.25 - 1 microns. This quality gold plating ensures that the color remains consistent if you follow our care instructions.
· Can I shower/bath with my costume jewelry?
In order to enjoy your new costume jewelry for a long time, we advise you to always remove your jewelry before exercising, bathing or showering. You should also never store your jewelry in the bathroom or other damp places, as the moisture can discolor or tarnish the jewelry. Your costume jewelry should be the last thing you put on and the first thing you take off when you get home. You should take off your jewelry before you go to sleep at the latest. Do not let your jewelry come into contact with cosmetics such as creams and other chemicals such as hairspray, nail polish remover or perfume.
· Do I have to clean my costume jewelry?
It pays off if you gently clean your favorite jewelry every month. All you need is a silver cleaning/microfiber cloth or toothbrush to go over the jewelry in gentle, circular motions to bring back the shine of the precious metal. It is important that your jewelry is completely dry again before you put it back in the velvet bag or your jewelry box. The before and after effect is great and it costs little.
· My desired piece of costume jewelery is currently sold out, will it be available again?
Basically, sold-out products are always returned to our shop after about 2 to 3 weeks, sometimes about 4 to 5 weeks. Unfortunately, this is not the case for discontinued items. If your favorite piece of costume jewelery is sold out, you can simply enter your email address in the field provided and we will inform you as soon as it is available again.
Material Finish
· What is the difference between gold finish, fine gold plated and gold plated?
Gold finish jewelry contains little or no gold (not enough to qualify as gold-plated).
They are generally alloys of metals similar to gold in their golden-yellow color, such as copper or brass.
Fine gold-plated jewelry is coated with a thin layer of gold, but unlike gold plating, the plating layer is less than 3 microns.
All ourfine gold-plated products have a plating thickness of between 0.03 and 1 micron (often referred to as "Flash").
To acquire the appellation Fine gold plated, the plating must be made with 24-carat gold.
As you can see, jewelry gilded with 24K fine gold contains less gold and is therefore more fragile to wear. But it's also the lesser thickness of the gold that makes its price attractive.
Gold plating is widely used in jewelry manufacturing, but the term is often misused.
It's an alloy of base metals, usually brass, coated with gold (between 14 and 18 carats) using an electrical or chemical process, on a layer at least 3 microns thick.
Gold plating is indeed subject to legislation! To determine the quality of gold-plated jewelry, we look at the number of microns used (thickness of gold applied).
In fact, several countries law requires a plating thickness of 3 microns of gold to qualify as gold-plated.
· What is the difference between fine silver, sterling silver and Antique silver plated?
Fine silver is 99.9% pure silver (marked as 999), which is soft and prone to scratching or bending.
Sterling silver — the most common silver in jewelry — is an alloy consisting of 92.5% silver and 7.5% other metals (usually copper). It's marked as 925 and offers improved durability while maintaining the look of pure silver.
Antique silver plated refers to sterling silver that undergoes a chemical process to create a dark, antique finish by encouraging tarnishing. This oxidation occurs due to copper in the alloy, which causes tarnishing when exposed to elements like moisture or sweat. Jewelers often speed up this process with liver sulfur. The result is a unique, character-rich patina that gives jewelry a distinctive look. To preserve it, a protective coating is applied.
If you cannot find an answer on our help pages, you can contact us at any time at renaroquedesigns@gmail.com .
We are glad to help you!
