Modifications, Cancellations and returns

Order modification

  • To make the modification of an order you must report it via WhatsApp to +52 33 2185 5349 from 10 am to 6 pm Monday to Friday
  • You only have 2 hours to make your change after making a purchase. (Applies to sizes, engravings, models and metals).
  • If your order is in process, in the workshop, or already in the logistics area, the modification will have an extra charge.
  • It is possible that your order presents delays in its preparation since it will have to start its process again.
  • For changes in sizes, it will only apply to line sizes. If you need a special size, it will be quoted and will have an extra charge (check the information on special sizes in the section on ring sizes .

Order cancellation

  • To cancel an order you must report it via WhatsApp to +52 33 1438 9205 from 10 am to 6 pm Monday to Friday
  • You only have 12 hours to make your report after making a purchase. 
  • The return of the money is made in the same way that your order was paid. In the case of transfers or deposits, the application time is 48 business hours, in case of purchase by bank card it can take up to 72 hours since it depends on the application time by the bank.

Returns

  • You can make returns up to 10 calendar days after receiving your purchase. Only return shipping costs and insurance ($40USD) must be paid. We ask you to request a return guide, as described below, otherwise it will not be accepted. 
  • To proceed with a return it is necessary that the product has not been used, that it has its new product label (all items carry it) that does not present any detail or manipulation. IMPORTANT Before sending your return, take pictures of the product and the entire package, send them via WhatsApp to +52 33 1890 2887 to verify their status.
  • Without exception, no return can be applied if the piece no longer has the new article label.
  • Any credit or return will be made once the package is received at our offices and its state of conservation has been verified.
  • Items purchased as a last chance or at a discount have NO returns, cancellations, exchanges, or refunds. Our promotions may have different terms and conditions.

How to prepare an exchange or return?

Contact or send a message by whatsapp to the number +52 33 1890 2887 and have your order number handy.

You will receive a return guide for our parcel by email.

Pack your items safely. If the Mouty certificate (engagement rings, rings and churumbelas) or the case is not included in the return, an extra $15 USD will be deducted from the refund. For security reasons, please do not write Jewelry on the outside of the package.

For questions and doubts we will gladly assist you during our office hours from Monday to Friday from 10:00 a.m. to 6:30 p.m.:
We are at your service to help you solve all your doubts.