Shipping and returns policy

At NEXO, we are committed to providing you with a transparent and satisfying shopping experience.

Below, we detail our shipping and returns policy so that you have all the necessary information before making your purchase.

Shipping

1. Order processing

  • We process all orders within 3 to 5 business days after confirming payment.
  • Orders placed after 5:00 p.m. Monday through Friday will be processed the next business day.

2. Shipping options

Free shipping on all domestic and international orders.

  • Certified shipping:
    • Delivery within 3-5 business days after payment confirmation within the peninsula.
    • Delivery between 15 and 20 business days after payment confirmation for international shipments.

3. Tracking and delivery

  • You will receive an email with the tracking number once your order has been shipped.
  • We do not ship to PO boxes.

Returns and refunds

1. Right of withdrawal

  • You have 14 calendar days to return a product from the date of receipt.
  • Return shipping costs are the responsibility of the buyer, unless the product is defective or there is an error in the shipment.

2. Products not eligible for return

We do not accept returns of:

  • Personalized or custom-made items.
  • Earrings 24 hours after delivery.
  • Jewelry items that have been altered or damaged through use.

3. Conditions for returns

  • The product must be in its original condition, with no signs of use, with original labels and in its original packaging.
  • Once the item has been received at our warehouse, if it is defective or damaged, we will attempt to send a new one or, if you prefer, you can request a full refund. This refund will be processed within the next few days, depending on the payment method and your bank.

4. Return procedure

  • Please contact our customer service department to initiate the return process.
  • We will provide you with a return authorization number and the corresponding shipping address.

5. Warranty and defective products

  • If the product has a manufacturing defect, we are committed to offering you the best solution in the shortest possible time: replacement, repair, or refund.
  • The lifetime warranty excludes: damage caused by accidents, misuse, loss or theft of the part, and any modification, repair, or alteration made by a third party not authorized by NEXO.
  • If your item arrives damaged due to shipping, you must notify us within 24 hours of receipt to initiate a claim. After this period, we will not be responsible for damage caused during shipping.

Data protection

We comply with the General Data Protection Regulation (GDPR), ensuring that your personal data is managed securely and only used to process your order or send you communications related to your purchase.

Policy changes

We reserve the right to modify this shipping and returns policy at any time. Changes will take effect upon publication on our website and will apply to all purchases made after that date.

Contact

If you have any questions about our shipping and returns policy, please do not hesitate to contact us:

This policy is updated periodically. Last update: 10/19/25.

Note: This document has been created to comply with current regulations in Spain.