Frequently Asked Questions
SHIPPING AND DELIVERY
SPAIN (PENINSULA) and PORTUGAL
Orders over 50€ - FREE
Orders under 50€ - 3€
Delivery time - up to 48 hours
For logistical reasons, deliveries are not available in the following places: Ceuta and Melilla.
IMPORTANT: Please indicate correctly the Postal Code. In case of indicating it wrongly, the amount of the shipment will have to be paid again by the customer.
BALEARIC:
Orders over 70€ - FREE
Orders under 70€ - 6€
Delivery time - up to 72 hours
EUROPE(Austria, Bulgaria, Czech Republic, Croatia, Cyprus, Denmark, Estonia, Germany, Greece, Hungary, Latvia, Liechtenstein, Lithuania, Luxembourg, Monaco, Netherlands, Norway, Poland, Romania, Serbia, Slovakia, Slovenia, Sweden, Switzerland, Slovakia)
Orders over 120€ – FREE
Orders under 120€ – 9€
Delivery time – 4-5 working days
FRANCE
Orders over 120€ – FREE
Orders under 120€ – 9€
Delivery time – 4-5 working days
ITALY
Orders over 120€ – FREE
Orders under 120€ – 9€
Delivery time – 4-5 working days
UNITED STATES
Orders over 120€ – FREE
Orders under 120€ – 15€
Delivery time – 7-10 working days
Sales to countries outside the European Union do not include VAT, but are subject to possible taxes and duties.
All taxes, duties and customs duties shall be borne by the customer in accordance with the statutory provisions in force. The amount of these taxes varies depending on the country and the total amount of the invoice in euros. These taxes shall be borne by the customer upon receipt of the order.
JEWELLERY CARE
Here are some tips on how to care for and maintain your jewellery:
- We advise you to store your jewellery in a cool, dry place that is preferably airtight, to avoid oxidation.
- We recommend that you do not expose it to corrosive agents such as chlorine, grease, sweat, perfume, alkaline agents, or salinity for a long time.
- You can store your jewellery somewhere where you avoid exposing it to direct sunlight or artificial light for long periods of time.
- We suggest that you do not store it directly in contact with wood as it contains acids that can affect the surface of the jewellery.
- In case your jewellery is 925 Sterling Silver, not gold plated or made of brass, we suggest that you clean it relatively often to keep it shining. You can use warm water with a little soap and rub with a soft brush. You can then rinse it with water and dry it with a soft cloth or a hairdryer on the lowest setting.
- We recommend using a cloth suitable for cleaning jewellery. Gently rub the silver surface with the cloth to polish it or remove marks from skin contact. Caution: Do not wash the cloth and make sure the jewellery is completely dry before rubbing.
- We do not recommend swimming in the sea or in swimming pools if your jewellery is gold-plated 925 Sterling Silver, as chlorine, salt and the sun will damage the gold-plated layer.
If your jewellery is made of steel, you can bathe in it. Their alloy is much stronger. In case your jewellery is made of bronze or brass, please do not put it in contact with any of the above mentioned, as it will be damaged immediately.
*Please check on your product sheet what material your jewellery is made of.
RETURNS POLICY
WHEN CAN YOU RETURN AN ITEM?
- You have chosen the wrong size.
- The product is not as expected.
- You received the order in poor condition.
- In all cases, returned products must be in perfect condition and show no obvious signs of use, otherwise the return will not be processed. It is your responsibility to provide adequate packaging to ensure that the goods arrive at BONAI in perfect condition.
- Shipping costs will not be refunded.
HOW DO I RETURN THE GOODS?
You can send the items with the courier company of your choice to the following address: Calle Pomelo 4, 28260 Galapagar, Madrid. Please indicate the name of the order, order number and telephone number or email, in order to make the payment.
*BONAI will not be responsible for any loss of the package during delivery. It will be the customer's responsibility to ensure that the package arrives at our facilities in perfect condition.
WHAT ITEMS CAN BE RETURNED AND WITHIN WHAT PERIOD OF TIME?
All products can be returned except earrings and piercings for hygiene reasons, except for incidents or defective orders.
The return period is 30 calendar days.
HOW AND WHEN IS THE REFUND MADE?
The refund is made by the same method of payment with which the order was placed.
It can take up to 14 working days for the refund to be processed and reflected in your bank account.
EXCHANGE POLICY
To exchange a product, please follow the following steps:
1. Request the return by email to info@bonaimad.com within a period not exceeding 7 working days from the date of receipt of the product.
2. The article must be received by BONAI within a maximum period of 15 working days.
3. The customer shall be responsible for the cost of shipping to BONAI as well as the cost of the new shipment that BONAI will make. The shipping costs for Spain and Portugal are € 6.00 and for all other countries € 18.00.
All parts must be returned in their original packaging and with any accompanying accessories. Under no circumstances will money be refunded nor will the difference, in case of exchange for a product of a lower price, be exchanged for the new shipment. The customer is responsible for the product until it reaches BONAI.
BONAI recommends that the item is sent by courier or registered mail and that the proof of delivery is kept.
In the event that BONAI has mistakenly sent a different item than the one ordered or the quality of the item sent is not adequate, please contact us at info@bonaimad.com to request an exchange. In this case, BONAI will bear the costs of both shipping and return.
No freight collect returns will be accepted.
There will be one month from the purchase of an item to exchange it for an identical item in the event of a manufacturing defect.