Questions before purchasing?



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ORDERS 
SHIPPING 
INTERNATIONAL 
PAYMENT OPTIONS
CUSTOMIZATIONS
PIECES ON REQUEST 
RETURN AND EXCHANGE POLICY
REPAIRS
CARE


Orders

Orders may be placed over the phone or via email. Orders can also be placed online at www.felina.mx. Personalized orders will be confirmed by a customer care representative. Please note that once an order has been placed, we are not able to modify or cancel your order, as it is in transit.

Items in stock will be shipped right away. Some fine jewelry orders are made to order in our studio in Mexico City. All orders do not go into production without full advance payment by the customer. Fine jewelry orders take approximately 2 - 3 weeks to produce and ship. 

All orders are shipped as soon as they are complete. Orders placed during the holidays or when there is a high volume of orders can take longer than estimated.


Shipping

We ship to all states of Mexico and Mexico City. All orders shipping within Mexico  have a fixed rate of $175 MXN. All our orders are insured and sent through reliable couriers. Once your order has shipped, you will receive an email with your tracking number.

Make sure your address and phone number is correct during checkout. In the event of a delivery failure due to an error, mistake and your order is sent back to us by the shipping company for failure to deliver, you will be required to pay for the re-shipment of your order. 

Felina is not responsible for delayed delivery, or any other issues once your order leaves our studio. 


INTERNATIONAL

Felina also ships to United States for a fixed rate of $65 USD. However, all orders over $1,000 must be insured and declared, the price of the shipping must be calculated. Please send us an email if you plan place an order above $1,000 USD. Felina is not responsible for the payment of any duties, taxes or other fees assessed to international shipments.

We are currently working on our logistics for international shipping, we want to ensure you will be able to receive a package from us no matter where in the world you are without having to pay unnecessary taxes and import duties.

 

Payment Options

We accept Visa, MasterCard, and American Express. We do not accept Discover or Maestro cards. You can also pay your order with PayPal. Full payment is due before any order is processed and produced. 

If you wish to pay through a bank transfer or cash deposit. Please contact us at: shop@felina.mx

All prices are expressed in Mexican pesos (MXN). While checking out, your total amount will be processed according to your bank card's currency.

 

Customizations

Felina designs custom pieces: engagement rings, weddings bands and statement pieces. We'll be able to create custom jewelry that is singular in its design and unprecedented in existence. We are able to engrave and create custom charms. We may as well advice you on stones and diamonds for your piece. Our studio is also available for special commissions, collaborations with brands. Send us an email: contact@felina.mx

 

Pieces on Request

If you wish to acquire our pieces that appear under request, this means we might not have them in stock available to ship right away. We encourage you to visit our section Collections and by choosing a piece, click on the Request button and fill in the information we require, we will get back to you in 24 hours or less. Why we ask for your Country and Zip Code? This information is optional, if you wish to share that information with us, we can estimate the cost of shipping and time of arrival.


Returns and Exchanges

All sales are final. Certain pieces may be exchanged in Felina's discretion within 10 days. If 10 days have gone by since your purchase, unfortunately we can’t offer you a refund nor an exchange. You may return an item to be exchanged for another as we do not offer a money refund. You can also maintain a store credit. Unfortunately sale items cannot be returned or exchanged.


To be eligible for a return of an item, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. If you made an online purchase, your email will be sufficient. Subject to Felinas’s sole assessment as to whether the jewelry is in the same condition that it was purchased.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Please indicate if the size is incorrect and for which item you may want to change it for. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

We only replace items if they are defective or damaged. If you need to exchange it for the same item send us an email at shop@felina.mx.

Fine Jewelry is not eligible for refunds nor exchanges, due to the nature of precious and semi precious stones we are unable to accept them or change them for other items. Bear in mind before purchasing through our fine jewelry section.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a store credit to the gift giver and he will find out about your return. Fine jewelry is excluded from this policy.


Repairs

Should you wish to make any alterations to your Felina fine jewelry, or require a repair, please reach out to us. Please note that the customer is responsible for the cost of the repair as well as the shipment, unless it is within 30 days of purchase and it has been determined that there is an issue with the product.

Since our brass jewelry is plated, we are not able to repair any brass jewelry. However, we can offer a new gold or silver plating at a modest cost.

We kindly ask that you bring any issue experienced within 30 days of purchase to our attention. Should there be a problem with your jewelry, we are happy to exchange this item or extend a credit to you for the value of your piece. Send us an email: contact@felina.mx

 

Care

After your purchase, we invite you to read our Care page to learn how to personally care for your Felina jewelry. For fine jewelry, Felina is pleased to offer a one time complimentary cleaning within one year of your purchase.

 

 



Please refer to our Terms and Conditions page for more information.