Every story raises questions before it becomes a piece of jewelry. When will it arrive? How do I choose it? What happens in the workshop while I wait? These are the natural doubts of anyone about to entrust something valuable, and they deserve answers as thoughtful as the pieces that inspire them.
On this page, we’ve gathered everything that goes into each commission: the timelines and journey of your order, the rituals of the Atelier, and the practices that underpin the NEXO experience. Take your time reading through them, or go straight to the section that interests you most. Each answer has been written to restore the peace of mind that comes from knowing your story is in good hands.
If your question concerns the essence of our emotional jewelry, you’ll find the answer in the boutique; if you’re looking to preserve your piece’s luster, our material care guide awaits you; and if anything remains unanswered, please feel free to write to us, and we’ll do everything we can to resolve it.
Musubi is the knot that, according to the Japanese legend of the red thread of fate, binds together forever those who are meant to meet. Our inaugural collection translates that invisible bond into the language of metal: each forged knot is a bond that can never be broken. Discover the pieces that embody it in the boutique.
Our creations strike the perfect balance between the exclusivity of contemporary design and deep emotional value. Each design is produced in a limited edition of just 25 pieces, ensuring exclusivity and uniqueness. We are inspired by the idea that every piece of jewelry tells a story and forges lasting emotional bonds with the wearer.
Each piece is created in Madrid, in collaboration with an artisan workshop where the ancient technique of lost-wax casting is combined with 3D technology. To learn more about the journey each of our pieces takes, we invite you to discover our savoir-faire.
Each piece requires special care and a series of rituals that enhance the experience: packaging made from sustainable materials, a small leather accessory, a manifesto that accompanies the jewelry, and a numbered certificate attesting to its quality and place within the collection. If the piece is a gift, please provide your message at checkout, and we’ll write it on a handwritten card that will be included with the piece.
Yes. We work with recycled sterling silver and high-purity gold plating that is nickel- and lead-free, designed to be gentle even on the most sensitive skin. If you have a history of skin reactions to certain metals, please let us know before you make your purchase: we’d rather hear from you than have your jewelry speak to you in the wrong language.
Absolutely. We protect your trust with encrypted payment gateways and comply with the General Data Protection Regulation: your personal data is safeguarded with the same care as your jewelry and is used solely to process your order and for communications to which you have consented.
Our size guide shows you how to take your exact measurement at home in just a few minutes. And if you’re still unsure, please contact us before confirming your order: a piece of jewelry designed to last a lifetime deserves to be made with the perfect fit.
Yes. Your wish list lets you save the pieces that have caught your eye and come back to them when the time is right. With editions limited to 25 pieces, it’s also a thoughtful way to make sure you don’t miss out on the piece meant for you.
Of course, through our NEXO Club or one of our atelier services. Choosing a piece that will symbolize a bond shouldn’t be a solitary decision made in front of a screen. Write to us and tell us about the occasion, the person, and what you wish to express, and we’ll personally guide you through the process of creating the perfect piece—whether it’s from our collection or custom-made in the Atelier.
You can pay for your order with a credit or debit card (Visa, Mastercard, American Express), Apple Pay, or Google Pay. Whichever method you choose, the transaction is encrypted from end to end. We protect your trust with the same care with which we safeguard your jewelry.
The pieces from the boutique are delivered exactly as they were designed, but if you’d like to have a date, initials, or a personal message engraved on them, our Atelier will review your request with the utmost care. Please email us at [email protected] before placing your order, and we will confirm the options available for your piece. Please note that every personalized creation is one-of-a-kind and, therefore, cannot be returned.
Yes, as long as your jewelry hasn’t been shipped yet. Please email us as soon as possible at [email protected], indicating your order number and the desired change (address, size, cancellation, etc.), and we will process it at no cost. Once the item has been shipped, you may exercise your 14-day right of withdrawal as described below. Please note that custom creations cannot be canceled once production has begun in the workshop.
If your item is part of one of our collections, your order will be prepared within 3 to 5 business days after payment is confirmed; payments received after 5:00 p.m. will be processed the next business day. Delivery via certified shipping takes an additional 3 to 5 business days within the Iberian Peninsula and 15 to 20 business days for the rest of the world.
Items from the Atelier service are prepared within 60 business days after payment is confirmed.
Shipping is free on all orders—domestic and international—with no minimum purchase required. We don’t view this as just a service, but as the first step in the NEXO experience: your piece of jewelry is carefully safeguarded all the way to your doorstep, anywhere in the world.
As soon as your jewelry is shipped, we’ll email you the tracking number for your certified shipment. From that moment on, you’ll be able to track its progress until it’s delivered.
No. A limited-edition item deserves to be passed from our hands to yours, so all shipments are sent via certified mail to a physical address where someone can receive it.
If your special occasion has a specific date (an anniversary, an engagement, a birthday), please let us know when you place your order or contact us beforehand. We’ll do everything we can to ensure the jewelry arrives just in time for that special moment.
Tariffs, import taxes, and other customs charges are the responsibility of the customer.
You have 14 calendar days from the date of receipt to exercise your right of withdrawal, provided that the item is in its original condition and packaging. Return shipping costs are the responsibility of the buyer, unless there is a defect or an error in the shipment. You can find the complete terms in our shipping and returns policy.
By their very nature, custom or made-to-order creations (designed for a single story) cannot be returned; earrings cannot be returned 24 hours after delivery, for hygiene reasons; and pieces that have been altered or damaged through use cannot be returned.
Write to us and we’ll provide you with an authorization number along with the return address: that number is the tracking number that keeps your return tracked at all times. Once we receive the item and verify its condition, we’ll issue a refund, which will be processed within a few days depending on your payment method and your bank’s processing times.
Yes. We will analyze each case in detail to best determine the size adjustment you desire.
Some designs, due to their construction or setting, cannot be resized. In that case, we will suggest the best alternative.
Yes, with some exceptions. Please contact us with your order number or the name of the person who gave you the gift, and we will arrange for an exchange with complete discretion. The same deadlines and conditions for cancellation apply. Please note that under these circumstances, refunds are not available, and the exchange must be for an item of equal or greater value.
Our Premium Advisory service is an exclusive experience where we create a one-of-a-kind piece of jewelry tailored entirely to you:
The investment for a piece created by the Atelier starts at €1,200, with an initial deposit of €50 to reserve your consultation, which is fully credited toward the final price. We accept only 3 projects per month: this is the only way we can devote the time each story requires to become a one-of-a-kind piece. Learn about the complete process at Premium Advisory.
Sixty days pass from the first interview to the moment you hold your finished creation in your hands. During that time, your story goes through four stages: the conversation that brings it to light, the sketches and mood board that bring it to life, the 3D printing that makes it almost tangible, and the workshop where the wax is sacrificed to give life to the metal.
Yes. That is the purpose of Recreate your jewel. Send us a photo of your piece along with its story. After a personalized video call, we assess its condition and confirm whether it meets the criteria for the transformation. That’s when we sketch out possible designs that preserve its sentimental essence while embracing your current style. The process, like all of the Atelier’s work, takes 60 days.
The NEXO Club is our private circle: a WhatsApp community where you can share experiences, get your questions answered in real time, and be the first to discover the stories behind each collection. Membership is our way of rewarding your loyalty.
You can write to us using the contact form or directly at [email protected]. Behind every message is a conversation, not just a formality: we’ll respond personally, whether to assist you with your purchase, start a project with the Atelier, or answer any questions you may have.