Shipping, Returns & Exchanges
Shipping
All of our pieces are handmade in Madrid, and most of them are made to order. Please allow up to 21 business days for us to create your piece.
If an item is ready to ship, this will be clearly stated in the product description. Ready-to-ship orders will be dispatched within 3–4 business days after purchase.
Shipping rates are calculated at checkout. All orders are shipped with tracking, and tracking details will be sent via email once your order has been shipped.
Deliveries within Spain are handled by SEUR, with an estimated delivery time of 2–3 business days.
International deliveries are handled by UPS. Delivery times vary between 2 and 10 business days from the shipping date, depending on the destination.
We will inform you of the estimated delivery date after your purchase. If you would like to know this before placing an order, or if you need express shipping, please contact us at hola@quiltrostudio.com.
Delivery times are estimates provided by the courier companies. QUILTRO is not responsible for delays once the order has been shipped.
For destinations outside the European Union, taxes and duties are not included in the product price or shipping cost. These charges may be applied by your local customs office upon delivery and are the responsibility of the customer.
We cannot refund or replace packages that have been confirmed as delivered but are lost or stolen. Please ensure that your shipping address is correct and secure.
We are not responsible for orders not received due to an incorrect or incomplete shipping address. If a package is returned to QUILTRO because of an incorrect address, it will be reshipped at the customer’s expense.
Exchanges & Returns
At Quiltro, you have 14 calendar days from the date of receipt to request an exchange or return, provided that the product is returned in perfect condition, unused, and with all items and documents included, such as the original packaging. The customer must retain the proof of payment and provide the order number to process the return. After this period, Quiltro reserves the right to decline the request.
You may exchange your product for another item, return it for a store credit, or request a refund. Please note that any shipping fees paid for the original delivery are non-refundable.
To initiate a return or exchange, please submit your request to hola@quiltrostudio.com, and we will provide further instructions. Once your request is approved, you have 10 days to ship the item back to us. Exchanges and returns are processed only once the returned item has been received and inspected. Return shipping costs are the customer’s responsibility.
At Quiltro, each piece is handcrafted, embracing the subtle variations that make it truly unique. These natural marks and intentional irregularities are part of our aesthetic identity, and returns cannot be accepted based on these characteristics. Please take this into consideration before purchasing.
Important Information
- Custom-made items cannot be exchanged or returned.
- For hygiene reasons, stud earrings are non-returnable.
- Sale items are final and cannot be returned.
- Returned items must be in their original condition: unworn, unaltered, and undamaged.
- All original packaging and tags must be included with the return.
- Items must be shipped in their original outer box or an equally secure box.
Editorial Use & Loan Policy
Items purchased for editorial, press, or styling purposes are not eligible for returns or exchanges. Any jewelry worn, handled, or photographed for these purposes is considered used and therefore non-returnable.
For editorial collaborations or press loans, please contact us in advance at hola@quiltrostudio.com to arrange a formal loan agreement. Purchases made through our online store are intended solely for personal or retail use and are subject to our standard return policy, provided the items remain unworn and unused.
