SHIPPING

Which countries do you ship to?

We ship to Spain and a large number of countries in Europe and internationally. During the purchase process, you can check shipping availability for your destination country.
What are the delivery times?

For orders within peninsular Spain, the estimated delivery time is 3 to 5 business days. For international shipments, the timeframe ranges from 5 to 10 business days depending on the destination. Each piece is carefully prepared before shipping, so please factor this process into the delivery time.
What is the shipping cost?

Shipping costs are calculated based on the destination and are detailed before confirming the purchase. International shipments may be subject to customs duties and taxes specific to each country, which are the responsibility of the recipient.
Is it possible to track my order?

Yes. Once your order has been shipped, you will receive an email with the corresponding tracking number so you can check the status of your order at any time.
How is the jewel protected during transport?

All our pieces are shipped with Esclat's own packaging, protected and secured throughout the journey. We take care of every detail so that the jewel arrives in perfect condition.

RETURNS

What is your return policy?

You will have 30 calendar days from the receipt of the order to request a return, provided that the item is in perfect condition and with its original packaging. Returns of personalized or engraved items will not be accepted.
How do I manage a return?

To start the process, please contact our team at orders@esclat.com, providing your order number and the reason for the return. Our team will confirm the next steps within a maximum of 24 hours.
Does return shipping have a cost?

For domestic orders, pickup is free. For international shipments, return costs are borne by the customer, except in case of manufacturing defect, in which case Esclat will fully assume the costs.
How long does it take for the refund to be processed?

Once the part has been received and verified in our workshop, the refund will be processed using the original payment method within a maximum of 14 calendar days.
What happens if the part is defective?

If the received item has any anomaly, please contact us as soon as possible at orders@esclat.com. We will attend to your case with priority and offer you an immediate solution.

ORDERS

How can I place an order?

You can place your order directly through our online store. If you prefer more personalized service or wish to place a special order, you can contact us at orders@esclat.com and our team will assist you personally.
Is it possible to modify or cancel an order after it has been confirmed?

You may request changes or cancellation of your order as long as it has not been processed. We recommend that you contact us as soon as possible at orders@esclat.com, indicating your order number.
Do you do custom or bespoke pieces?

Yes. At Esclat, we work on custom orders, from engravings to exclusive designs created from scratch. If you would like a unique piece, please contact us and we will study your proposal with the attention it deserves.
Is it possible to send the order as a gift?

Of course. During the purchase process, you can indicate a different delivery address and add a personalized message. All our pieces are delivered in the official Esclat case, with presentation carefully crafted in every detail.
What payment methods are accepted?

We accept credit and debit cards, PayPal, and bank transfers. All transactions are processed through platforms with SSL encryption, ensuring maximum security for every operation.

ACCOUNT

Is it necessary to create an account to make a purchase?

It's not essential. You can make your purchase as a guest. However, having an account will allow you to view your order history, save your favorite items, and speed up future purchases.
How can I check the status of my order?

If you have an account, you can access your order status from the "My Orders" section. If you made your purchase as a guest, you will receive all updates directly to your email.
How can I update my personal information or shipping address?

You can modify your data at any time by accessing your account, under the "My profile" section.
How do I reset my password?

On the login screen, select the "Forgot your password?" option and enter your email address. You will receive a secure password reset link.