FAQ
What payment methods can I use?
We will be happy to accept payments using Visa, Mastercard, and American Express debit and credit cards as well as PayPal.
Will my payment be secure?
Absolutely. We process all credit card payments through the Shopify Pay Platform. This system ensures fraud protection measures are maintained and cardholder data is secure and encrypted for buyer security. Note the Shopify Secure Badge at the footer of our page which means our payment platform meets all Payment Card Industry (PCI) standards. We also offer you the possibility of using PayPal for your payments.
Do you ship to my country? How much will it cost and how long will it take to get my order?
Good news! Pola Jewellery makes worldwide shipments. We offer FREE shipping within Spain, FREE shipping within the European Union, USA & Canada for orders over 100€ and excellent rates to the rest of the world.
We will usually ship your order within 24 hours (except for made-to-order items) and most orders within the EU and to the USA & Canada will just take between 2 to 5 days to reach you. Please allow 5 to 10 days for other destinations.
Please check our shipping policies here: Shipping
Can you tell me about your packaging? I don’t like generating unnecessary waste. Also, I need my order gift wrapped, can you do it for me?
We are happy you asked. We take good care of our packaging. Please click the following link to learn about it: Packaging
Will I have to pay import and duty charges?
That will depend on your country of origin’s customs policies. Please note that import & duty charges are not included in your purchase, and are the responsibility of the customer. For further information around expected duty and taxes when importing to your country, please visit your relevant customs website.
Where do you make my Jewellery?
All our Jewellery is lovingly designed in our Home Studio in Mallorca, handcrafted in traditional workshops in Barcelona and brought back to our studio to be assembled for final delivery. Please read our “About Pola” section to find out more about it.
How do I care for my jewellery?
To ensure your jewels stay bright and shiny for as long as possible, keep them away from chemicals such as perfume and chlorine, water and/or excessive perspiration. In order to avoid your jewellery from tangling or scratching each other we also recommend keeping them in the box we provide with your purchase.
Our core collections are made with the best quality of 925 silver, gold vermeil and 18k solid gold. Taking care of your jewel will make it last forever. When possible, avoid dips in salty/chlorine water and contact with perfumes or excessive perspiration. Otherwise, please rinse thoroughly with clear water and when not using it keep it stored in the aforementioned box we provide with your purchase.
Our “Vintage Collection” necklaces are made with beautiful and delicate antique pieces. Avoid dipping them in water at all costs.
I changed my mind, can I return my order?
Unfortunately Pola Jewellery does not allow returns or exchanges due to hygienic reasons. We apologize for this inconvenience and appreciate your understanding.
For any further inquiries do not hesitate to contact us at info@polajewellery.com we will do our best to answer your questions.
I need some quick advice and/or help with my order?
We will be thrilled to help you! Chat with us by clicking the chat icon at the bottom of our website. We are there most of the time but if we don’t get back to you right away, please drop us an email at info@polajewellery.com or DM us through our Instagram @polajewellery_ and we promise to get back to you within a few hours.
Is Pola Jewellery sustainable?
To read about our commitment to sustainability please check here