FAQ

Welcome to Renaroque's Frequently Asked Questions. Here you'll find practical information about payments, orders, shipping, returns, jewelry care, products, and finishes.

If you don't find the answer you need, you can contact us or email renaroquedesigns@gmail.com.

Summary

Payment
Orders
Shipping & Delivery
Returns
Jewelry Care
Products
Material Finishes

1. Payment

What payment methods can I use?

Available payment methods depend on your country and are shown during checkout.

Depending on your destination, these may include:

Visa, Mastercard, American Express, Maestro, and UnionPay cards;
PayPal;
Shop Pay;
Apple Pay;
Google Pay;
Klarna;
and other local payment methods available through Shopify, such as Bancontact, BLIK, iDEAL/Wero, or MobilePay.

The checkout will show the payment methods available for your order before you pay.

2. Orders

How do I place an order?

When you find the product you want, select the available options and add it to your cart.

You can then proceed through checkout by entering the requested information and choosing the shipping and payment methods available for your destination.

Before paying, you'll be able to review the products, variants, shipping address, shipping charges, taxes, and total order amount.

Do I need to create an account?

You can use the account options available at Renaroque to view and manage your orders.

You can also access your account later to view orders and use the available return or cancellation features, among other options.

Will I receive an order confirmation email?

Yes. Once your order has been successfully completed, you'll receive a confirmation email containing its main details.

If you don't receive it after a few minutes, check your spam or junk folder first. If it isn't there either, email renaroquedesigns@gmail.com.

How can I track my order?

All Renaroque orders are shipped with tracking.

Once your order has been prepared and handed over to the carrier, you'll receive the information needed to track its status.

Please note that there may be a short delay between the tracking number being created and the carrier recording the first update.

If your order exceeds the estimated delivery time or you notice an issue, contact us.

Where can I check my order details?

You can review the main details in your confirmation email and, where applicable, through your account.

Please check the products and selected options, shipping address, and contact information carefully.

Can I cancel or modify my order?

If you need to cancel or modify an order, please do so as soon as possible.

While the items have not yet been marked as prepared, you can use the cancellation options available through your account.

If the order has already been marked as prepared but has not yet been handed over to the carrier, you can request a manual cancellation by emailing renaroquedesigns@gmail.com.

When a cancellation is requested before shipment, we will refund all amounts paid in full, including the original shipping charges.

We will also try to accommodate changes to size, length, finish, color, or other options when technically possible before shipment. If the requested change involves an additional cost, we will let you know beforehand.

Once the order has been handed over to the carrier, it can no longer be canceled as a pending order. From that point onward, the applicable return, withdrawal, or lack-of-conformity rules set out in our Refund & Returns Policy will apply.

Renaroque products are made after an order is received. Made-to-order production or the selection of standard catalog options does not, by itself, make a product personalized or automatically remove the right of withdrawal.

Can I change my shipping address?

If you entered an incorrect address, contact us as soon as possible.

We will try to correct it as long as the order has not yet been shipped.

Once the order has been handed over to the carrier, changing the address may no longer be possible. If the shipment is returned to Renaroque, we will contact you to arrange the appropriate solution.

3. Shipping & Delivery

Which countries does Renaroque ship to?

Renaroque ships to Spain, the European Union destinations available on Renaroque.com, the United States, and other international destinations such as Canada, Norway, Switzerland, Australia, Japan, and South Korea, when available during checkout.

Renaroque.com does not currently accept direct orders for delivery to the United Kingdom. UK customers can check product availability in the Renaroque Etsy shop.

How long will my order take to arrive?

All orders have a preparation time of up to 3 days. Estimated transit time is then added:

Spain: 1-4 business days, depending on the service.
European Union: 1-7 business days, depending on the service.
United States: 5-12 business days.
Other international destinations: the available estimated time is shown during checkout.

Transit times are estimates and begin once the order has been prepared.

How much does shipping cost?

A free shipping option is available for Spain and the European Union destinations available on Renaroque.com.

Shipping to the United States costs from USD 16.

For other destinations, and for any alternative or express services that may be available, the applicable shipping cost is shown before you confirm and pay for your order.

Do all shipments include tracking?

Yes. All Renaroque orders are shipped with tracking.

Once your order has been prepared and handed over to the carrier, you'll receive the information needed to track its status.

Depending on the destination and the order, services from Correos, SEUR, UPS/DPD, or DHL Express may be used.

Will I have to pay import taxes or duties?

There are no import duties on orders transported between EU Member States.

For ordinary commercial shipments to the United States, the total amount you pay at checkout is the final amount. You will not have to pay anything additional upon delivery for customs duties, import taxes, or customs handling charges.

Renaroque covers these costs through a DDP (Delivered Duty Paid) shipping arrangement managed through the logistics provider.

For other destinations outside the European Union, the recipient may be required to pay import taxes, customs duties, or customs handling charges where applicable.

For more information, see our Shipping Policy.

4. Returns

How long do I have to return my order?

Renaroque offers a 14-day voluntary return period for orders placed directly on Renaroque.com, without limiting any more favorable legal rights that may apply to you.

The period begins when you, or a person you designate other than the carrier, receives the order. If several items from the same order are delivered separately, the period begins when the last item is received.

You must notify us of the return within those 14 days.

You can do this through your account, by emailing renaroquedesigns@gmail.com, or, when exercising a statutory right of withdrawal, by any other unequivocal statement permitted under applicable law.

Consumers in Spain and the European Union also retain their statutory right of withdrawal subject to the terms and exceptions established by applicable law.

For full details, see our Refund & Returns Policy.

What condition must the product be in?

You may examine a product to the extent reasonably necessary to establish its nature, characteristics, and functioning.

Original packaging and a complete absence of handling are not automatic requirements for exercising a statutory right of withdrawal.

However, where legally applicable, you may be responsible for any diminished value resulting from handling beyond what is necessary to examine the product.

Items should be packaged appropriately to prevent damage during return shipping.

Sale or discounted items are not excluded from returns or withdrawal solely because they were purchased at a reduced price.

Can I return earrings?

Earrings are delivered with a seal that makes it possible to determine whether the package has been opened.

Where earrings have been supplied sealed for health protection or hygiene reasons and the seal has been opened after delivery, they may be excluded from returns for change of mind or withdrawal when they are no longer suitable for return for those reasons.

This exception does not apply while the seal remains intact.

It also does not affect your rights where the earrings are defective, incorrect, damaged, or otherwise lack conformity.

Can I return a made-to-order or personalized product?

Renaroque products are made after an order is received. Made-to-order production does not, by itself, make a product personalized or automatically remove the right of withdrawal.

Standard catalog options such as finish, color, length, size, closure type, earring hook, or pendant are likewise not considered, by themselves, personalization that excludes the right of withdrawal.

The relevant exception may apply only where a product has genuinely been made to the consumer's individual specifications or is clearly personalized and the applicable legal requirements are met.

Where that exception applies to a particular custom order, you will be informed before entering into the contract.

Who pays for return shipping?

For a change-of-mind return where there is no defect, error, or lack of conformity, the buyer bears the direct cost of return shipping, unless mandatory applicable law provides a more favorable rule.

Where a product is defective, incorrect, damaged upon arrival, or lacks conformity and a return is legally required, Renaroque will bear the necessary costs.

How and when will I receive my refund?

For cancellations made before shipment, we will refund all amounts paid in full, including the original shipping charges.

For a full return under our voluntary 14-day return policy, we will refund:

the price of the returned items; and
the original shipping charges paid to Renaroque.

For a partial return, we will refund the price of the returned items. The original shipping charges will not be refunded in full solely because only part of an order is returned, unless applicable law requires otherwise or Renaroque expressly agrees to a more favorable solution.

Where a statutory right of withdrawal is exercised, the applicable legal time limits and rules will also apply. Where permitted by law, Renaroque may withhold the refund until the goods have been received or until the consumer provides evidence that they have been sent back, whichever occurs first.

Refunds will be made using the same payment method used for the purchase unless another permitted method is expressly agreed upon that does not result in any cost to the buyer.

Once a refund has been issued, the time it takes to appear in your account may depend on your bank, card issuer, or payment provider.

What happens if a product is defective, damaged, or incorrect?

If you receive a defective product, an item damaged in transit, an incorrect product, or a product that does not conform to what was agreed, email renaroquedesigns@gmail.com or contact us through your account.

We recommend reporting the issue as soon as reasonably possible to make it easier to assess and resolve. Failure to report it immediately does not remove any legal rights you may have.

Where there is a lack of conformity, the remedies available under applicable law will apply, including, where appropriate, repair or replacement at no cost and, in the cases provided by law, a price reduction or termination of the contract with a refund.

These rights are separate from our voluntary change-of-mind return policy.

What happens if an international shipment is returned because of customs?

Outside the European Union, except for the specific United States arrangement described above, import taxes, customs duties, or customs handling charges may be payable by the recipient.

If an action attributable to the recipient causes the shipment to be returned, stored, abandoned, or destroyed, this does not automatically mean that all amounts paid are forfeited or that no refund will be issued.

Only actual, direct, documented, and non-recoverable costs and losses that apply may be taken into account, after deducting any amounts or value recovered by Renaroque. Any remaining balance will be refunded as appropriate.

If a package is returned for a reason attributable to the recipient and the recipient requests reshipment, the new shipping cost and any applicable additional costs communicated before reshipment must be paid in advance.

See our Shipping Policy and Refund & Returns Policy for full details.

Where should I send a return?

Before sending a product back, notify us of the return so that we can correctly identify the order.

The return address is:

Pablo González Martín - Renaroque
Calle Camino de Cabrerizos 4, 1.º C
37439 Castellanos de Moriscos
Salamanca, Spain

5. Jewelry Care

How can I keep my jewelry in good condition for longer?

Costume jewelry and pieces with metallic finishes or coatings require some care to preserve their appearance for as long as possible.

We recommend:

removing pieces before exercising, bathing, showering, or swimming;
avoiding storage in bathrooms or other humid places;
avoiding direct contact with perfume, creams, hairspray, nail polish remover, and other chemicals;
putting jewelry on after applying cosmetics and perfume;
removing it before sleeping;
storing pieces separately in a box, pouch, or on a soft surface to reduce rubbing and scratching;
gently cleaning pieces after use and making sure they are completely dry before storing them.

The wear a piece experiences will depend, among other factors, on its material, finish, frequency of use, friction, humidity, contact with chemicals, and care.

6. Products

What materials does Renaroque use?

Materials vary depending on the design.

Materials used across Renaroque collections include brass, zamak, stainless steel, gold-tone or silver-tone finishes, semi-precious stones, cubic zirconia, crystals, and resins, among others.

Certain pieces use finishes made with 18K or 24K gold.

The individual product page is the primary reference for the materials, finish, dimensions, options, and other specific characteristics of each item.

Do the pieces contain nickel?

Renaroque pieces are marketed as nickel-free.

If you have a known sensitivity or allergy to particular metals, we recommend reviewing the specific product description and contacting us before purchasing if you need additional information about its composition.

Can costume jewelry tarnish or wear over time?

Yes. Some metals and finishes can oxidize, tarnish, darken, or show wear over time.

Humidity, perspiration, cosmetics, perfumes, chemicals, friction, frequency of use, and storage conditions can all affect this process.

For certain pieces, these changes may form part of the normal behavior of the material or normal wear resulting from use.

However, the fact that a material can normally oxidize, tarnish, or wear does not exclude any rights the buyer may have if a piece is defective, lacks conformity, or does not match the characteristics advertised.

To extend the life of your pieces, we recommend following the care and cleaning instructions above.

Can I shower or bathe while wearing the pieces?

We do not recommend it.

To preserve the finishes for longer, remove your jewelry before showering, bathing, swimming, or exercising.

Also avoid storing pieces in humid environments or allowing them to come into direct contact with perfume, creams, hairspray, nail polish remover, or other chemicals.

How should I clean the pieces?

Clean them gently and avoid abrasive products or harsh chemicals.

A soft, dry cloth is generally sufficient for routine care of many pieces. Where the material allows another cleaning method, follow the specific instructions on the product page or in our care instructions.

Make sure each piece is completely dry before storing it.

The product I want is sold out. Will it be available again?

Many sold-out products are made again when the necessary components become available, but we cannot guarantee that every design will return or provide a universal restock timeframe.

Where a product page offers a restock notification, you can enter your email address to receive a notice if the product becomes available again.

You can also email renaroquedesigns@gmail.com to ask about a specific design.

7. Material Finishes

What is the difference between “gold finish,” “fine gold plated,” and “gold plated”?

These terms describe different finishes and do not mean that a piece is made of solid gold.

Gold finish describes a gold-tone appearance or finish. By itself, the term does not mean that the piece contains any particular amount or thickness of gold.

Fine gold plated is used by Renaroque for certain finishes consisting of a thin layer of gold applied over a base metal. The product page will specify, where applicable, the type of finish and gold karat used.

Gold plated describes a base-metal piece whose surface has been coated with gold through a plating process. The specific characteristics of the coating may vary by piece and should be checked in the individual product description.

Therefore, to determine exactly what a piece is made of, the individual product page takes precedence over these general explanations.

What is the difference between fine silver, sterling silver, and an antiqued silver-plated finish?

Fine silver is silver with a purity of approximately 99.9%, commonly identified as 999.

Sterling silver is an alloy that typically contains 92.5% silver, commonly identified as 925.

Antiqued silver plated describes a surface finish with a silver-tone, aged, or darkened appearance applied to a piece. By itself, it does not mean that the base metal is sterling silver or solid silver.

Where a Renaroque piece contains sterling silver, fine silver, or another specific metal, this will be expressly stated on the individual product page.

If you don't find the answer you need, you can contact us or email renaroquedesigns@gmail.com.

We'll be happy to help.