SHIPMENTS AND RETURNS

Shipping is free in all orders worldwide, with the exception of any customs import fees, which are the responsibility of the buyer.  

If your product is on stock, packages are generally dispatched within 2 days after receipt of payment and are shipped via CORREOS, NACEX, FEDEX or DHL with tracking and drop-off with signature. The actual delivery time depends on the form of delivery, which we try to optimize depending on the product type and its readiness in our workshop. You should expect to receive your order within 3-4 business days in Europe, within 5-7 business days in the USA and 7-14 business days in the rest of the world, if the item is in stock. We cannot guarantee local delivery conditions, especially if force majeure or customs delays, and we are not responsible for delay because we cannot accurately specify when the item will be delivered to the customer/recipient's address.


Many of our products are the product of craftsmanship and are made according to your specifications after we receive your order. Although most especial orders are crafted within 3-4 days, depending on the complexity of the work, and especially if natural gems are involved, it might take up to 2 weeks to finalize your order. We will in any case email you regularly with the status of your order to keep you updated.


If the individual order contains multiple items, we will first ship the order when all items are ready for delivery. If your purchase involves delivery to an EU country outside of Spain, the rules apply to the free movement of goods, which means that you must pay Spanish VAT (IVA), but not any local customs duties. The same rule applies to countries outside of the European Union.

Please note that we are unable to deliver to P.O. box addresses.

RIGHT OF WITHDRAWAL

We make a living from happy and satisfied customers. We therefore encourage you to first contact us at contact@dhorfilia.com or by phone if you experience any problems with any item you have purchased.

You are entitled to withdraw from the purchase within 14 days of receipt of the item. The right of withdrawal can be exercised without specifying any particular reason by sending a message to us by ordinary mail, fax or email. 

NOTE:  You may not exercise the right of withdrawal simply by refusing to receive the item or by failing to pick it up from the shipper.

Please send the notice of withdrawal to the following address:

DHORFILIA S.L.
Rodriguez Arias 17, 2°D
48011 Bilbao
Spain

or

EMAIL: contact@dhorfilia.com

We recommend you always state your order number in the notice of withdrawal to avoid any mistakes and delays.

NOTE:
The right of withdrawal does not apply to items that have been customized to your personal specifications. This includes ring sizes and any modifications to original designs to adapt to the customer specifications. In addition, certain products or services may be available exclusively to certain clients. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.

If you send a notice of withdrawal from the purchase, you must return the item to us at the same address without undue delay, and within 14 days after you indicated you wanted to withdraw from the purchase. We may require proof that the item has been shipped before the expiry of this deadline.

If the item is sent, it must be packed securely, and you are kindly asked to attach a copy of the notice of withdrawal and/or state the order number on the package.

We recommend that international purchases be returned via FEDEX or DHL to ensure the goods are shipped securely and are covered by insurance during transportation. However, you can also choose another secure shipping method. It is your responsibility to pay for the return costs.

NOTE:
You are responsible for any damage that may occur during transportation. Please also note that all return costs are incurred by you, unless we have delivered the item to you by mistake or the item has been damaged or is defective upon receipt. We are unable to determine a fixed price for the return shipment in advance, as this depends on the weight of the item and the choice of carrier, etc.

Returned items should be in good and undamaged condition. If a returned item shows signs of damage or use, beyond what is necessary to determine the nature, characteristics and manner of the item, you are liable for the cost of the item's deterioration in value. We estimate the value based on a specific assessment of the returned product based on the following guidelines for deterioration:

No signs of use and the product is in original packaging: 0 % + Shipping Costs.

Minor signs of use of the item and/or original wrapping: 30 % + Shipping Costs.

Visible signs of use of the item and/or missing/damaged original packaging: 50 % + Shipping Costs.

Visible damage to the item, such as scratches or non-removable stains: 100 %.

Payment for the item will be refunded as soon as possible, usually when you have submitted proof that the item has been returned and in any event within 14 days of our receipt of the item/items. However, we reserve the right to withhold the refund until we have inspected the item/items, which may be the case if we have to individually inspect gems.

If you withdraw from the purchase in accordance with these e-commerce terms, we will refund the purchase price less any deterioration. Unless you instruct us otherwise, we will issue the refund using the same payment method that you used to make the original transaction.

NOTE:
Your claim for refund does not include any fees for using credit cards or other means of payment that we have paid to redeem.

If you would like more information concerning your 14-day right of withdrawal, you can visit the European Union’s Competition and Consumer Authority's Site:

https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm.

Also, you can visit the EU’s Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights https://eur-lex.europa.eu/legal-content/EN/TXT/?qid=1403168186965&uri=CELEX:32011L0083

  COMPLAINTS AND RECLAMATIONS

We make a living from happy and satisfied customers. We therefore encourage you to contact us if you experience any problems with any item you have purchased.

In addition to the right of withdrawal, your general rights in the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights apply to defective items, delayed items or items that do not match the description. You thereby have 24 months' warranty, which means that if the delivered product is defective you can:

  • demand assistance
  • demand a re-delivery
  • demand a proportional reduction in the purchase price or
  • terminate the purchase agreement unless the deficiency is insignificant

The above naturally assumes that your claim is justified and the defect is not due to improper handling or use or any other damage to the product.

You must notify DHORFILIA JEWELRY of defective goods within a reasonable time after you have or should have discovered the defect. Notice given within two months after you have or should have discovered the defect is always within a reasonable time.

If you wish to exercise your right to claim or if you would like to complain about your purchase, please write to us at the following address:

DHORFILIA S.L.
Rodriguez Arias 17, 2°D
48011 Bilbao
Spain

or

EMAIL: contact@dhorfilia.com

When returning purchased products, please attach a copy of your invoice as well as a description of the complaint/defect.

You can also appeal to the Consumer Complaints Board via this link:
https://ec.europa.eu/consumers/odr/ 

GOVERNING LAW

These e-commerce terms and conditions and any purchase agreement regarding the purchase of items from us are subject to Spanish law, except the Spanish applicable law and European Law. 

RESERVATIONS

We reserve the right for typo errors, items that are sold out and force majeure, including delivery failures from our suppliers. Furthermore, DHORFILIA JEWELRY is unable to guarantee that the Site is always 100% up to date. DHORFILIA JEWELRY may change the contents of the Site at any time.

DHORFILIA JEWELRY is unable to guarantee that colors and qualities are reproduced 100% correctly in the Site. The reproduction depends on the computer's color settings and the screen being used. Furthermore, natural products like precious gems will vary in color and shine. Therefore, minor discrepancies in color and shine are not considered to be a defect in the view of the purchase law.

DHORFILIA JEWELRY always tries to provide accurate and comprehensive information in the Site. However, errors may still occur. If you have mistakenly been charged an incorrect amount, you have the opportunity to place a new order with the correct price stated or cancel the purchase. However, DHORFILIA JEWELRY reserves the right to cancel the purchase before sending your item, if we find that the purchase is based on incorrect information, including incorrect pricing. In such a case, you will be notified by email. If we are unable to contact you, your order will be automatically cancelled.

DHORFILIA JEWELRY reserves the right, but is not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.

DHORFILIA JEWELRY reserves the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order). We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

Disclaimer of Warranties; Limitation of Liability: We do not guarantee, represent or warrant that your use of our web service will be uninterrupted, timely, secure or error-free. We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable. You agree that from time to time we may remove the site service for indefinite periods of time or cancel the service at any time, without notice to you. You expressly agree that your use of, or inability to use, the site is at your sole risk. The site and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

In no case shall Dhorfilia S.L., our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some countries, states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.