FAQ
What payment methods can I use?
You can pay with all major credit and debit cards—Visa, Mastercard, and American Express. We also offer PayPal for quick, secure checkout and Klarna if you’d like to split your payment over time. Finally, Shop Pay is available as a fast-checkout option.
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. You’ll see the Shopify Secure Badge in our footer, which means our payment platform meets all Payment Card Industry (PCI) standards. You may also choose to pay via PayPal for added peace of mind.
Do you ship to my country? How much will it cost and how long will it take to get my order?
Pola Jewellery ships worldwide. Shipping within Spain is always free. For orders within the European Union (including the UK, Gibraltar, Isle of Man, Liechtenstein, Andorra, Monaco, and San Marino), shipping is free on orders over €100; smaller orders incur the rate shown at checkout. Orders to Switzerland, the USA, and Canada carry a flat fee of €10; all other destinations cost €20. You’ll see the exact charge once you enter your delivery address at checkout.
Pola aims to process and dispatch most orders within 24 hours (Monday through Friday), excluding made-to-order items. Weekend orders go out the next business day. Once your package ships, you’ll receive a confirmation email with your tracking number. Estimated delivery windows are:
- Spain: 2–3 working days
- EU, USA, Canada & Switzerland: 2–5 working days
- Rest of world: 5–10 working days
Please note any import duties or taxes are the customer’s responsibility. High-value pieces (solid-gold or diamond items) are sent via fully insured, tracked express courier (e.g., DHL Express) and may carry an additional surcharge of €20–40; this will be shown at checkout or confirmed before you finalize your order.
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’re glad you asked. We take great care with our packaging—both environmentally and aesthetically. You can learn more here: Packaging
Will I have to pay import and duty charges?
That depends on your country’s customs policies. Import and duty charges are not included in your purchase and are the customer’s responsibility. For more information on expected duties and taxes, please visit your local 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 for final assembly and delivery. Learn more in our “About Pola” section.
How do I care for my jewellery?
To keep your pieces bright and shiny, avoid chemicals (perfume, chlorine), water, and excessive perspiration. Store items separately—ideally in the box we provide—to prevent tangling or scratching.
Core collections: Made with 925 silver, gold vermeil, and 18k solid gold. Rinse with clear water if exposed to salt, chlorine, or perfume, then dry before storing.
Vintage collection: Features delicate antique pieces—do not dip in water under any circumstances.
I changed my mind—can I return my order?
Absolutely. If you’re not completely satisfied, you may return your purchase within 14 days of delivery, no questions asked. Email us at info@polajewellery.com for return instructions and our address. Return shipping costs are your responsibility. Once we receive and inspect the item (unused and in its original packaging), we’ll refund your original payment method—timing varies by bank or card issuer. Note that made-to-order or personalized items (e.g., custom-sized AMOR Rings) are final sale and cannot be returned.
I need some quick advice and/or help with my order.
We’re here to help! Click the chat icon at the bottom of our website for live support. If we’re offline or you prefer email, contact us at info@polajewellery.com or DM us on Instagram @polajewellery_; we’ll respond within a few hours.
Is Pola Jewellery sustainable?
Read about our commitment to sustainability here.