Frequently Asked Questions

Here you will find answers to the most common questions about orders, promotions, personalization, shipping, returns, materials, and care of our jewelry.

If you need help with anything else, our team will be happy to assist you.

Orders and promotions

Are promotions and discounts combinable?

No. Riva Esencia promotions, offers, gifts, and discount codes cannot be combined with each other, unless we expressly state otherwise in the conditions of a specific promotion.

If there are several active promotions, each will be subject to its own conditions.

How do promotions with gift products work?

Promotions that include free or gift products are subject to the specific conditions indicated in each campaign.

Free products or special promotions cannot be combined with other discounts, codes, or offers, unless we expressly state otherwise.

Can I apply a discount code after placing my order?

No. Discount codes must be entered and applied before completing payment.

Once the order is confirmed, we cannot apply a discount code retroactively.

Can I modify or cancel my order?

We prepare orders as quickly as possible, so if you need to make any changes, you must contact us as soon as possible.

If the order has already entered preparation, been personalized, packed, or handed over to the carrier, we may no longer be able to modify or cancel it.

Personalization

How do I indicate the personalization for my jewelry?

For customizable products, you will find the corresponding fields before adding the item to your cart.

Depending on the piece, you can enter names, initials, dates, coordinates, messages, or other personalization options.

Do I need to review the details before placing the order?

Yes. It is very important to carefully review all the entered data before completing the purchase.

Pieces are personalized using the information provided by the customer in the order.

I made a mistake in a name, date, or initial. Can I change it?

If we have not yet started preparing or engraving the piece, we will try to make the change. If the personalization has already been done, we will not be able to modify it.

Can I use symbols or emojis?

It depends on the product and the type of engraving.

Each personalized product may have different character limits and available options. If you have questions about a specific symbol or design, contact us before placing your order.

Can I see how it will look before it's engraved?

For products where Riva Esencia expressly indicates that a preview will be sent, you will receive the design for approval before engraving.

This does not automatically apply to all personalized products.

Can I return personalized jewelry?

Products made or personalized according to customer specifications are not eligible for return due to withdrawal.

If you receive a piece with an error attributable to Riva Esencia or there is an issue with the product, contact us so we can review your case.

Preparation and shipping

How long does Riva Esencia take to prepare an order?

The usual preparation time is 1 to 2 business days.

During periods of high demand, special promotions, or for certain personalized products, the timeframe may vary.

How long does shipping take?

The timeframe depends on the selected shipping method and the destination.

In mainland Spain, the usual timeframes once the order has been dispatched are:

Standard shipping: approximately 2–5 business days.

Urgent/express shipping: approximately 24–48 business hours.

These timeframes correspond to transit and begin once the order has been prepared and handed over to the carrier.

Do weekends and holidays count as business days?

No. Saturdays, Sundays, and holidays are not considered business days for preparation and transit times.

How can I track my order?

When your order is shipped, you will receive the corresponding tracking information.

You can check the shipment's progress using the tracking link.

I entered the wrong delivery address. What should I do?

If the order has not yet been shipped, we will try to modify the address.

Once handed over to the carrier, we cannot guarantee that the change will be possible.

It is the customer's responsibility to ensure that the delivery address provided when placing the order is correct and complete.

What happens if I don't pick up my order or the address is incorrect?

If a package is returned to Riva Esencia due to an incorrect or incomplete address provided by the customer, repeated absence, or failure to collect, return costs and/or new shipping costs may be incurred.

If you wish for us to resend it, the corresponding costs for the new shipment will need to be paid.

Do you ship internationally?

Yes. We ship internationally to various destinations.

Delivery times depend on the country and the shipping service used.

Exchanges and returns

How long do I have to request a return?

You have 30 days from the receipt of the order to request a return for products that meet our return conditions.

The applicable legal right of withdrawal remains in accordance with current regulations.

Can I return any product?

No. Some products are excluded from returns.

Personalized items or items made to customer specifications are not eligible for return due to withdrawal.

There may also be restrictions for hygiene reasons on certain products, such as earrings or piercings, if their hygienic seal has been opened.

Can I return earrings?

For hygiene reasons, earrings and piercings with a hygienic seal cannot be returned once the seal has been opened or tampered with, unless there is an incident or defect covered by the warranty.

Who pays for return shipping costs?

For a voluntary return or return due to withdrawal, the return shipping costs are borne by the customer.

If there is an error attributable to Riva Esencia or a confirmed issue with the product, we will review the case to offer the appropriate solution.

My order arrived damaged. What should I do?

To review the incident and, when applicable, file a claim with the carrier, we may request photographs of the product, the outer packaging, and the inside of the package.

Materials and finishes

What materials are the jewels made of?

Materials and finishes vary according to each design and collection.

At Riva Esencia, we work with, among others:

Stainless steel
316L stainless steel
925 Sterling Silver
Brass
14k Gold plating
18k Gold plating

Some pieces may also incorporate cubic zirconia, natural stones, crystals, or other decorative elements.

Each jewel may have a different composition and finish. Always consult the Characteristics section of the product page to find out the exact materials of the piece you have chosen.

Do all gold-plated jewels have the same gold plating?

No. Depending on the product, our jewels may incorporate different finishes, including 14k or 18k Gold plating.

The type of plating is indicated in the characteristics of each product.

Are all your jewels made of stainless steel?

No.

We work with different materials, such as stainless steel, 316L stainless steel, 925 Sterling Silver, and brass, among others.

For this reason, the material should always be checked on the specific product page.

Jewelry care

Can I get my jewelry wet?

It depends on the material and finish of each piece.

Although certain jewelry, especially some made of stainless steel, shows good water resistance, we recommend avoiding continuous exposure to water, chlorine, saltwater, perfumes, cosmetics, and chemicals to preserve the finish for longer.

If you wear jewelry in the sea or pool, we recommend rinsing it when necessary and drying it very well afterward.

How should I care for my jewelry?

To preserve your jewelry for longer:

Avoid direct and prolonged contact with perfumes, creams, and chemicals.
Avoid leaving them damp for long periods.
After contact with water, dry them properly.
Avoid unnecessary bumps and scratches.
Store them individually in a dry place when not in use.

Can jewelry lose its color over time?

The appearance and durability of the finish depend on the material, plating type, use, and care of each piece.

Gold platings are surface finishes and may experience progressive wear with use, especially when there is frequent contact with water, sweat, perfumes, cosmetics, chlorine, saltwater, or other external agents.

Proper care will help preserve the finish for longer.

Payments

What payment methods do you accept?

During the purchase process, you can view all available payment methods.

Our usual options include bank card, PayPal, and Bizum.

Can I pay cash on delivery?

No. Riva Esencia does not offer cash on delivery.

Warranty

What warranty do the jewels have?

Our products come with the corresponding legal warranty against non-conformities and manufacturing defects, in accordance with applicable regulations.

The warranty does not cover normal wear and tear from use, nor damage caused by bumps, scratches, loss or wear of the plating/finish due to use, contact with external agents, or improper care.

If you believe your jewelry has a manufacturing defect, contact us so we can review your case.

Customer service

I have a question that isn't here. How can I contact you?

You can contact our Customer Service team, and we will be happy to help you.

Our service hours are Monday to Friday from 10:00 AM to 1:00 PM.

If your query is related to a purchase, please provide your order number so we can locate it and assist you more quickly.

Where can I consult the full terms and conditions?

You can consult our shipping, returns, privacy, and purchase terms and conditions on the corresponding legal pages of Riva Esencia.

In case of discrepancy, the conditions established in the corresponding policies and applicable regulations will prevail over this FAQ section.