Policies

Faq and Customer Service

adamusaccessories.com and its official Instagram profile, adamusaccessories, are the only authorized online platforms for retailing and provide additional information or customer service for Adamus Accessories jewelry. This implies that any other website claiming to sell Adamus Accessories is fraudulent, and we encourage you to report it promptly.

Customer Service - Hours and Communication Channels:

We appreciate your interest in Adamus Accessories. To provide you with the best service, our customer service team is available to assist and address your inquiries during the following hours:

Service Hours: 9:00 am - 6:00 pm (Colombia Time Zone / GMT-5)

For guidance, additional information, or to submit PQR (Petitions, Complaints, or Claims), we invite you to contact Adamus Accessories through the following channels:

Contact Form on the Website: Fill out the contact form available on our website.

Email: Write to us directly at contact@adamusaccesories.com.

It is important to note that our social media channels offer additional information about the brand and its products. However, they are not considered official customer service channels for claims, warranties, or processes related to purchases and refunds.

Exclusive Policy, Warranty:

Adamus Accessories guarantees that all its pieces and designs are original and exclusive, handcrafted using the Bonded marble technique.

Within each collection, a maximum number of pieces per design is managed as deemed appropriate by the brand. Each piece is marked with (XX/XX) indicating the manufacturing order within its collection. Additionally, each piece is accompanied by its respective certificate of authenticity and care instructions.

To ensure our customers' peace of mind and provide excellent service from the moment of purchase to product receipt, we will now outline our sales and warranty policies:

Regarding Purchase Orders:

The customer is responsible for checking that the products ordered match those received upon delivery in terms of design, color, and size. In case of any inconsistencies, the customer should immediately contact our sales advisors upon receipt to arrange for the necessary exchange.

Each piece is made to measure and manufactured upon order through our sales platform. Therefore, we do not have stock, and it is the customer's responsibility to provide accurate sizing and details for the manufacturing process.

The manufacturing process takes 15 business days, which will commence upon receipt of the payment confirmation or transfer sent before noon. Otherwise, it will commence the following day.

Shipping and Delivery:

All our shipments are dispatched from Colombian territory, specifically from the city of Cali. The shipping time for international territories will depend on the delivery times of the transport company. For Colombian territory the estimated time is 1 to 4 days following the completion of the piece's manufacturing.

When placing the purchase order, the customer must specify the ring size, which is recommended not to be exact or too large. It is advisable for the piece to fit a bit loosely, enough to put on and take off without any issues but not too loose to keep it in place.

Warranty:

All our products come with a 90-calendar-day warranty. The warranty covers any defects in manufacturing (poor finishes, faulty assembly, detachment), but it will not cover damages resulting from natural wear and tear, misuse, improper care, or exposure to corrosive substances. Please refer to the care recommendations for the pieces.

Return:

Customers have 14 calendar days following the delivery of the piece to request exchanges or refunds. To apply for an exchange or refund, they must contact our customer service within this period. After the 14 days have passed, we cannot guarantee the processing of exchanges or refunds for a delivered order.

Exchanges:

Exchanges will only be made for pieces that show no signs of mistreatment or use. The warranty card, certificates, and all package contents must be included in their original packaging.

Exchanges are made for a product of equal value or higher, with the customer paying the price difference. Such exchanges are subject to the availability of created pieces, as each one is made exclusively and personalized.

Changes of mind by the customer or reasons unrelated to the warranty will not be accepted for changes or refunds once the purchase has been confirmed and the manufacturing process of a piece has started.

Adamus Accessories is not responsible for lost or stolen packages. The customer must ensure the secure shipment and proper packaging of the pieces.

Refunds:

In compliance with our international policies, we provide a refund process to ensure customer satisfaction. However, it's important to note certain conditions for refund processing:

Discounted or Seasonal Promotion Items: Products purchased with a discount or as part of seasonal promotions are not eligible for a refund. These items are considered final sale.

Additional Shipments: In cases of additional shipments requested by the buyer, the costs associated with these shipments will be deducted from the total amount to be refunded. Under specific circumstances, if the additional shipping costs exceed the refund amount, the buyer will be responsible for covering those costs.

Shipping Fees and Commissions: Shipping fees and commissions generated by payment platforms or debit/credit cards are non-refundable. These fees are beyond our control and are the responsibility of the buyer.

We strive to provide transparent and fair service to our customers. We appreciate your understanding and cooperation in accordance with these policies when making any refund requests. For more details, feel free to contact our customer service team.

The following are not covered by the warranty:

  • Breaks or cracks caused by falls or impacts, as this is considered misuse or mishandling of the piece.

  • Natural wear and tear resulting from product use or damages caused by improper use, such as dents, fractures, detachments, or submergence of the jewelry, caused by the user.

  • Pieces on promotion are not eligible for exchanges or refunds.