CUSTOMER CARE

ORDERS

Custom orders and items purchased using a promotional code or during a sale event are final sale and are not eligible to be returned, exchanged or refunded.

We are able to cancel or make changes to an order at any point before it ships out, as long as the pieces are available in stock Please email us at info@ximenaferre.com with the subject line “urgent order change” or “urgent cancel order” and we will try our best to accommodate you. Please keep in mind that due to time differences, we cannot guarantee requests may be made before the order ships.

CUSTOM ORDERS

Every piece is hand constructed at my Auckland studio using silver and gold, precious and semi-precious gemstones.

We only have one piece for each design, but if it’s sold out and you want something similar, please contact us here with your enquiry and we'll give you a quote. 

HOW TO ORDER A CUSTOM PIECE?

Custom orders can be made based on existing designs and this process is usually a combined effort. Ideally you send me ideas of the pieces you like, and I'll come up with some options for you and send you photos of the stones so you can approve them before I start making the final piece.

Please keep in mind that although custom orders are based on existing designs, as a result of the pieces being constructed by hand, how the metal is manipulated, and the fact that most of the stones are hand-cut, variations in shape, and finish are to be expected.  As a result, all pieces will be unique, and this is how we like them.

If you have any questions or purchase inquiries or to get a custom piece made specially for you get in touch: info@ximenaferre.com

HOW TO PAY FOR A CUSTOM ORDER

When the piece is done, I will send you a custom link specifically for your order so payment can be made through the XIMENA FERRE website. You can pay with your credit card, GooglePay, ApplePay, ShopPay or Paypal. Please note, custom orders are final – we can’t offer exchanges or returns. 

PAYMENT INFORMATION

We accept, VISA and MasterCard credit cards, Shop Pay, Apple Pay, Google Pay, and PayPal as forms of payment. Customers will be charged as soon as an order is submitted on ximenaferre.com.

RETURNS 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We will accept returns and exchanges, on full-price items only, within 14 days upon receipt. Items using a promotional code during a sale event are final sales.

We do not provide return labels for international returns. Please use a service with a tracking number when returning your jewellery to us. We strongly recommend insuring the returned package. We do not take responsibility for lost return packages.
We reserve the right to reject any return/exchange that does not comply with the conditions stated above.

To start a return, please email us at info@ximenaferre.com with "return request" in the subject line and we will provide instructions on how and where to send your packagePlease note that returns will need to be sent to Auckland, New Zealand. Items sent back to us without first requesting a return will not be accepted. Alternatively, you can always contact us for any return questions at info@ximenaferre.com.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Refunds will be made in the form of the original payment. We will fully credit your account for the merchandise amount once the return is approved. Shipping charges cannot be refunded. Please allow 3-5 business days for your refund to be accepted and processed once the return is received. Please remember it can take some time for your bank or credit card company to process and post the refund too. We are unable to refund any import tax/duty that your order may have incurred for returned items.

We will not accept the return if we believe, for any reason, that the request is unreasonable — for example, if the jewellery is damaged, or has been carelessly used. Any custom pieces are final sale. If more than 15 business days have passed since we approved your return, please contact us at info@ximenaferre.com. 

REPAIRS

We will repair any manufacturing fault at no cost within 6 months of the purchase date. Proof of purchase is required.
If there is a manufacturing fault in the jewelry, when possible, we will try to repair or replace it. Please keep in mind our pieces are one-of-a-kind and they are usually made using unique, hand-cut stones. Although we will try our best to match or replace any stones used in the original designs with similar ones we cannot guarantee the exact same.

Repair exclusions include buyer-caused wear and tear, carelessness in caring for the jewellery, and failure to follow care instructions. Manufacturing faults do not include:

  • Chipped, cracked or broken pearls or stones.
  • Broken chains.
  • General wear and tear including rings that have bent out of shape or oxidised.

All repairs are subject to shipping charges. We reserve the right to deny unreasonable repairs, returns, and exchanges. 

If you would like to enquire about a repair, please email us at info@ximenaferre.com with "repair request" in the subject line. Please include your name, description, photo of the damage, and proof of purchase. If we are able to repair your piece, we will ask you to send it to us. Please use a service with a tracking number and protect your jewellery with proper packaging. We do not take responsibility for lost return packages. Please allow 2-5 weeks for a repair to be completed.

If you are not satisfied with your order we will accept returns and exchanges, on full-price items only, within 14 days upon receipt. To be eligible for a return, your piece must be in the same condition that you received them, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Items using a promotional code during a sale event are final sales.

DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

EXCEPTIONS / NON-RETURNABLE ITEMS
Unfortunately, we cannot accept returns on sale items or gift cards.

EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

EU 14-DAY COOLING-OFF PERIOD
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Shipping charges cannot be refunded.

SIZING GUIDES

RINGS

Most of our rings are one-off pieces so please make sure when purchasing online, you choose your correct size as we don't offer resizing. For custom size inquiries you may contact us at info@ximenaferre.com.

To find your ring size you can send me a photo of a ring that already fits you, placed on a ruler. Please MAKE SURE the very middle of the ring is on the edge of the ruler so I can easily read the internal diameter of the ring. Refer to photo below:

[The internal diameter on the example measures 19mm.]

 

Alternatively, you could go into a jewellery shop and have your fingers measured with a ring sizer.

CUFFS

To get an approximate measurement of your wrist wrap a string around it and then measure it against a ruler. As a general rule, the size of the cuff should correspond to the size of our wrist. If your wrist is 16cm you would order a 16cm cuff. The opening gap will vary between 27mm- 30mm to provided a comfortable fit.

BANGLES

To find out your bangle size bring your thumb and little finger together, wrap a string around the widest part of your hand, near the knuckles and then measure it against a ruler or tape measure. This will give you the circumference of your bangle. Then compare to the chart to find out the diameter of the bangle that will fit you. 

JEWELLERY CARE

Please treat your handcrafted jewellery with love at all times by avoiding contact as much as possible with perfume, chlorine, skin creams, sea water and perspiration. Note that all sterling silver and gold might tarnish over time. Any questions please don't hesitate to contact me at info@ximenaferre.com