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.

SHIPPING POLICY

SPAIN (PENINSULA) and PORTUGAL

• Purchases over €50 – FREE
• Purchases under €50 – €4,5
• Delivery time – up to 48 hours

For logistical reasons, shipments are not available to the following locations: Ceuta and Melilla. 

IMPORTANT: Correctly indicate the Postal Code. If indicated incorrectly, the customer will have to pay the shipping amount again.

BALEARES

• Purchases over €70 – FREE
• Purchases under €70 – €9
• Delivery time – up to 72 hours

EUROPE

(Germany, Austria, Bulgaria, Czechia, Cyprus, Croatia, Denmark, Slovakia, Slovenia, Estonia, Greece, Hungary, Latvia, Liechtenstein, Lithuania, Luxembourg, Monaco, Norway, Netherlands, Poland, Romania, Serbia, Sweden, Switzerland)

• Purchases over €120 – FREE
• Purchases less than €120 – €9
• Delivery time – 4-5 business days

FRANCE

• Purchases over €120 – FREE
• Purchases less than €120 – €9
• Delivery time – 4-5 business days

ITALY

• Purchases over €120 – FREE
• Purchases less than €120 – €9
• Delivery time – 4-5 business days

UNITED STATES

• Purchases over €120 – FREE
• Purchases less than €120 – €15
• Delivery time – 7-10 business days

SAUDI ARABIA, QATAR, BAHRAIN AND UNITED ARAB EMIRATES

• Purchases over €180 – FREE
• Purchases less than €180 – €15
• Delivery time – 7-10 business 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 are the responsibility of the customer in accordance with current legal provisions. The amount of these taxes varies depending on the country and the total amount of the invoice in euros. These taxes are borne by the customer upon receipt of the order.

 

RETURN POLICY

At BONAI Madrid, our goal is to ensure you are completely satisfied with your purchases. If that’s not the case, you can return an item under the following circumstances:

• You selected the wrong size.
• The product did not meet your expectations.
• You received the order in poor condition.

Important Requirements:

Products must be in perfect condition, with no signs of use, stains, or damage. For hygiene reasons, earrings and piercings cannot be returned or exchanged, except in cases of manufacturing defects or order errors.

You are responsible for properly packaging the items to ensure they arrive in optimal condition.

Shipping costs are non-refundable.

Return Period

You have 30 calendar days from the purchase date to request a return.

 

FREQUENTLY ASKED QUESTIONS

How to make a return?

You can quickly and securely process your return through our returns portal: https://go.ifreturns.com/bonai

Steps to manage your return:

1. Access the link and complete the requested fields:

• Order reference: A 6-digit code found in your order history in your Client Area or in your order confirmation email.
• Email address associated with your purchase.
• Select the products you wish to return and specify the reason for the return. This information helps us improve our services.

2. Choose how you’d like to receive your refund:

• Store Credit (no expiration): Get an additional 10% bonus on your credit.
• Refund: Receive the amount back using the same payment method as your purchase.

Note:

Shipping costs for the return are the customer’s responsibility and will be deducted from the store credit or refund amount.

Returns from Outside the European Union:

If you’re returning an item from a non-EU country, the return may be subject to customs duties and fees. Please note that it is the customer’s responsibility to pay all applicable taxes and duties for the return to be accepted. BONAI will not accept returns that have unpaid customs duties.

Refunds

Once we receive and verify the returned items, we will process the refund within a maximum of 10 business days.

The refund will be issued using the same payment method as the original purchase.

If you choose store credit, you will receive an email with your no-expiration voucher within 2 business days, which can be used for a future purchase on our website.

How to exchange a product?

To request a product exchange, you can quickly and securely process it through our returns portal: https://go.ifreturns.com/bonai

Steps to manage your exchange:

1. Open the link and fill in the fields with the order reference (6-digit code found in your order history in your Client Area or in your order confirmation email) and the email address associated with your purchase.
2. Select the products you wish to exchange and specify the reason. This helps us improve!
3. Once your request is approved, you can select the new size, model, or desired product.

Important: The customer is responsible for exchange costs, except for ring size exchanges.

Exchange conditions:

Products must be returned in their original packaging, along with any included accessories.

The customer is responsible for the item until it reaches BONAI. We recommend using a courier or certified mail service and keeping the shipping receipt.

If the new product is of a lower price, the difference will be refunded.

Faulty or incorrect products:

If you receive a faulty or incorrect product, please contact us within 48 hours of receiving your order. Our team will assess the situation and arrange a solution (replacement or refund) at no additional cost to you.

If you have any questions or need assistance with your exchange or return, feel free to email us at: info@bonaimad.com, and our team will get back to you within a maximum of 48 hours.

Customs

For all shipments from BONAI Madrid outside the European Union, transportation costs are exempt from VAT, as customs duties are borne by the recipient and are never included. Most countries are shipped under the Delivered Duty Unpaid (DDU) regime, which means the seller is responsible for ensuring that the goods arrive safely at their destination, while the buyer is responsible for customs duties.

Unfortunately, we have no control over these charges and cannot specify the cost, as customs policies and import duties vary from country to country. Please check with your local customs office for applicable rules and regulations. A useful link to calculate the customs duties you may be charged is dutycalculator.com.

Service fees and payment of customs operations

Service fees are determined based on the rates of the Customs Agent at the date of the invoice, including the amounts of customs duties and other fees paid by the Customs Agent during the provision of their services. The recipient must pay for the services of the customs agent.

The customs agent reserves the right to withhold any goods from the Consignee at their expense until the customs agent's services provided to the recipient under this document are fully paid.

As we cannot specify the exact amount, we encourage our customers to verify local taxes and duties before placing an order. Shipping costs are already included in the final amount of your order. However, the carrier may present you with a separate invoice from local authorities for any due duties.