FREQUENTLY ASKED QUESTIONS
Welcome to the Frequently Asked Questions section of Grau Jewelry. We are here to answer any questions that may arise. How can we help you?
ORDERS
Orders in mainland Spain are delivered from 1 to 5 working days, depending on the shipping method chosen (Standard Delivery or Express Delivery) if you choose home delivery.
Keep in mind that on weekends and holidays we do not prepare or deliver orders and that orders to the Balearic Islands may take more than 4 or 5 days.
Delivery times may vary circumstantially.
For more information, consult our informative section "Shipping" and discover everything you need to know about it.
To send your order outside of Spain, we recommend you contact us at hola@joieriagrau.com in order to manage it.
Keep in mind that the shipping conditions will depend on the costs of the courier service and the item you wish to purchase.
You can track your order online through the mail of the transport company that will reach your email at the time we ship your order.
For any information or doubt in this regard, you can always contact us at hola@joieriagrau.com or call the telephone number 935 19 33 03.
You can place the order without problem through our website for the Balearic Islands.
If the delivery is to the Canary Islands, Ceuta or Melilla, you can contact us at hola@joieriagrau.com so that we can manage it.
The cost of shipping to the Canary Islands and the DUA are paid by the customer.
You can request the invoice for your order online by contacting hola@joieriagrau.com, specifying your information (name, address...) in addition to the order code (this information can be obtained in the order confirmation, in your email).
Yes. GRAU Jewelry uses one of the most secure e-commerce platforms to ensure that your personal data and credit card are completely safe.
In addition, it guarantees the total protection of customers, since we as sellers don't have access to their bank details.
To order a personalized jewel, you can contact us via email hola@joieriagrau.com, specifying the details of the desired piece, and we will reply back informing you if:
1. It is possible to make the piece with the requested details.
2. If so, we will detail in response the options you have, prices and delivery times.
3. Once you decide on a part/model, you will be asked to pay 50% of the total amount, and in exceptional cases it may be 100%, to start the manufacturing process.
You can also visit us at any of our jewelry stores, where we can advise you in a more personalized way.
RETURNS & EXCHANGES
We encourage you to read our Return Policy so that you can solve all your questions about it.
If you still have questions, you can contact us by email hola@joieriagrau.com.
Get in touch with our customer service by writing an email to hola@joieriagrau.com, explain briefly what the case is and we will help you manage the incident.
We want to inform you that our customer service hours for complaints about purchases on the web, by email, are from Monday to Friday from 10:00 a.m. to 8:00 p.m.
PAYMENTS
You can pay for your order on our website through:
➛ PayPal
➛ Apple Pay
➛ Amazon Pay
➛ Google Pay
➛ Credit card
➛ Wire transfer
➛ Aplázame
We only accept payments in advance through any of the methods shown below:
➛ PayPal
➛ Apple Pay
➛ Amazon Pay
➛ Google Pay
➛ Credit card
➛ Wire transfer
➛ Aplázame
Have you decided to make your purchase and pay for it by bank transfer?
You have 48 hours to make the transfer to the account number that we have sent to the email with the order confirmation and our logistics team will proceed with the preparation of the order once we receive said transfer.
If the transfer has not been made in the following 48 hours after placing the order, it will be canceled and the selected products will be on sale again.
In this case, contact our customer service.
You can contact us by writing an email to hola@joieriagrau.com, by calling the telephone number 935 19 33 03 or writing a WhatsApp.
We will answer your questions as soon as possible.
You can postpone the payment of your shopping cart by selecting the PayPal option in the payment method. How to proceed with the payment:
1. Select PayPal at checkout to pay later with Pay in 3 installments.
2. Complete the purchase with the first payment today.
3. The remaining payments are made automatically. It is easy!
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Find out more about the Terms and Conditions of Service.
CONTACT
You can contact our customer service at the telephone number +34 935 19 33 03, from Monday to Saturday from 10:00 a.m. to 8:00 p.m.
You can book an appointment at any of our jewelry stores by contacting us by email at hola@joieriagrau.com indicating your name and the reason for your visit (for example, specifying the product you want to see) or by calling the customer service phone number +34 935 19 33 03.
REPAIRS
Yes, we carry out watch repairs at Grau Jewelry.
You can bring your piece to any of Our Stores, so that the team of professional watchmakers in the workshop can assess its condition, estimate it and, once the estimate is accepted, carry out the repair.
Yes, we carry out watch maintenance in our Jewelry Stores.
You can bring your piece to any of Our Stores, so that the team of professional watchmakers in the workshop can assess its condition, estimate the maintenance your watch needs and, once the estimate is accepted, perform the service.
In case of breakage or damage to a jewel, we recommend going to any of Our Stores.
The master jewelers of the Grau house will thus be able to see the piece and assess what can be done and provide you with a personalized budget to fix the jewel in question.
Does your jewel look old or poorly polished?
We recommend going through any of Our Stores, so that the master jewelers of the Grau house can leave it as new.
GUARANTEE
The selling establishment is responsible for possible original or manufacturing defects of new products during the 2 years after the purchase or delivery date.
At Joyería Grau we consider the customer informed about the guarantee of their product at the time of purchase.
You can consult the issued guarantee document that was provided to you during the purchase of your article, visit the website of the brand in question to find out the guarantee conditions or contact us at hola@joieriagrau.com, where we will provide you with this information, to the extent possible.
OTHERS
Find out where you can find us in our web informative section "Our stores".
Follow these tips and keep your jewelry looking like new:
➛ Frequently clean the pieces, immersing them in neutral PH soap and lukewarm water, rubbing them gently with a soft bristle brush and drying them with a soft cloth.
➛ Do not wear jewelry if you are going to bathe, play sports, etc.
➛ Avoid the use of colognes and perfumes.
➛ Avoid the use of chemical products or cleaning techniques, as they can damage the jewel.
➛ Store the jewels separated from each other to avoid friction.
➛ Periodically take the pieces to the jewelry store for professional cleaning. They will be new!
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Do you want to buy a ring online but you still don't know your size? At Grau Jewelry we help you.
Visit our web section Size Guide, where you will find all the information you need.
In this section you will find how to calculate your ring size, as well as a size guide for all the brands we work with, as well as GRAU.