Ella Joyas | Alta Joyeria


Returns and Exchanges


Our exchange policy remains in effect for 20 days. If 20 days have passed since your purchase, we can no longer offer product exchange as jewelry is a personal use item. For exchanges the jewelry must be unworn, in its original packaging and in perfect condition.

The cost of shipping in case of exchange shall be borne by the customer. If the exchange or return was the responsibility of Ella Joyas, such shipping costs will be borne by our company.

If you wish to exchange the part for one of higher value, you will have to pay the difference. If you want to exchange your product for one of a lower price, the money will not be refunded, but you must add additional products in order not to be left with a credit balance.

If at the time of requesting an exchange, you cannot find a part you want, you may opt for an “in-store credit” for the full value of your purchase.

For safe shipping, please contact our customer service team before sending your item for exchanges.


Returns are accepted within 7 days from the date of purchase. Within this period, you have to return a piece of jewelry to request a full refund. We only accept returns of jewelry in perfect condition or with manufacturing details.

You must deliver the jewel for return in person or you can send it to the address indicated. Make sure your item is well packaged before shipping. We suggest that you send your item via an insured and traceable shipping method. Ella Joyas is not responsible for loss or damage to items in transit.

It is worth mentioning that all shipping costs will be the responsibility of the customer.

For easy and secure shipping, please write to us at [email protected] telling us the situation and indicating your order number and the details of the returned products. When we receive the jewel in our workshop we will send you an email indicating the approval or rejection of your exchange request. In the event that a product does not qualify for return, the sender will be notified for a solution.


If the jewelry has any manufacturing defect or flaw, other than misuse or falling of the pieces, within 15 days from the date it was received, you may choose one of these options:

1) Product exchange.

2) Product Repair.

3) Refund of the money.

It should be noted that the above warranty only applies in the event that the customer has not incurred in mishandling or improper use and care of the product or the basis of the failure is due to natural deterioration due to use. (Chains broken by external force, scratches, bending, etc.)

Need Help?

Please contact us at [email protected] to explain your situation. We will do our best to help solve your problem!