Frequently Asked Questions

Please review the sections below to find the answers you are looking for. If you don't find what you're looking for or have additional questions, feel free to contact us - we're always here to help!

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Last Updated: March 2024

1. General Questions
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2. Product Questions
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3. Payment Questions
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4. Shipping Questions
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5. Contact Questions

1. General Questions

What is your return policy?

At Castro, we offer a 15-day money back guarantee for all purchases made through our website. If you are not completely satisfied with your purchase, you have 15 days from the date of receipt to return the item for a full refund. To initiate the return process, please email our team at ventas@joyeriacastro.com.

How can I track my order?

Once your order has been shipped, you will receive a tracking number by email. You can use this number to track your order on our website or on our courier's website.

Can I cancel or modify my order?

We strive to process orders as quickly as possible, but if you need to modify or cancel your order please contact our customer service team as soon as possible at ventas@joyeriacastro.com. We will do our best to accommodate your request.

Do you have a physical store?

You can visit us in our main office or in our showroom, located at Luxemburgo N34-80 y Holanda, first floor, commercial premises, Quito 170505.

2. Product Questions

What size should I order?

We have a sizing chart for each product to help you find the best fit. Please refer to the sizing chart on the product page for more information. If your chosen size is not correct, we will make size adjustments free of charge; you will only have to pay shipping and return postage.

What material is this product made of?

The material of each product is indicated on the product page in the "Details" section. It is important for you to know that all our products are made of 18 karat gold or 925 sterling silver. If you have any further questions about the material, please do not hesitate to contact us.

How should I care for this product?

Care instructions for each product are included in the package and bag with which we ship each product. Please follow the care instructions to ensure the longevity of your product.

Can I see this product in other colors?

If the product is available in other colors, they will be listed on the product page. If you do not see the color you are looking for, please contact us and we will do our best to assist you.

3. Payment Questions

What payment methods do you accept?

We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), debit cards, PayPal, Apple Pay and Amazon Pay.

Do you offer installment payment options?

Yes, we offer credit card installment payment options for certain purchases through Shop Pay and Affirm. Please see our website or contact our customer service for more information.

Is my payment information secure?

Yes, we take the security of our customers' payment information very seriously. All transactions are processed securely and we use industry standard encryption technology to protect your information.

4. Shipping Questions

How long does shipping take?

Shipping time varies depending on your location and the shipping method you choose. Please refer to our shipping policy for details.

How much does shipping cost?

Shipping cost depends on your location and the shipping method you choose. Please refer to our shipping policy for details.

Do you offer free shipping?

Yes, we offer free shipping on orders within Ecuador or on international orders over $500. Please see our shipping policy for details.

Do you ship to P.O. boxes?

Yes, we ship to PO Boxes. Please be sure to provide your complete and accurate shipping address to avoid any delays in delivery.

5. Contact Questions

How can I contact customer service?

You can contact our customer service team at ventas@joyeriacastro.com, pcastro@joyeriacastro.com or call our toll-free number +593 96 390 8650.

What are your opening hours?

Our business hours are Monday through Friday from 9:00 am to 6:00 pm EST. Saturday and Sunday from 8:00 am to 4:00 pm.

How can I provide feedback?

We appreciate and value your feedback! You can leave us a message through our contact page on our website, or send us an email at pcastro@joyeriacastro.com.

Do you have a physical address?

Yes, we have a physical address. Our headquarters are located at Calle Luxemburgo N34-80 y Holanda, first floor, commercial premises, Quito 170505.