Frequent questions
Shipping and Delivery
What countries do you ship to?
Ginger and Velvet ships to a wide range of countries around the world. You can check the full list of available countries during the purchasing process on the website.
What are the shipping costs for an order?
The shipping costs of an order depend on its destination and the shipping method selected. During the purchasing process, the corresponding shipping costs will be displayed before completing the order.
You can check these costs on our Shipping and Returns page
What is the delivery time for an order?
The delivery time of an order may vary depending on the destination and the shipping method selected. Ginger and Velvet generally endeavors to process and ship orders within a reasonable time frame. During the purchasing process , an estimate of the expected delivery time will be provided.
You can check these deadlines on our Shipping and Returns page
Can the order be sent to another person?
Yes, you have the option to send your order to a shipping address other than the billing address. During the checkout process, you will be asked to enter your desired shipping address, which can be someone else's address if you prefer.
Returns & Exchanges
Can I change my order once it has been placed?
If you wish to make a change to your order after you have placed it, we recommend that you contact our customer service team as soon as possible. We will do our best to assist you with your exchange request, although we cannot guarantee that this will be possible once the order has been processed and shipped.
What is the deadline to make a return?
The deadline for making a return is [X days/weeks/months] from the date of receipt of the order. During this period, you can return products that do not meet your expectations or needs.
How is a return processed?
To process a return, please contact our customer service team. We will provide you with the necessary instructions and the corresponding return label, if applicable, so that you can send the products back.
You can find more information about processing returns on our Shipping and Returns page.
What is the process to request a change?
If you would like to request an exchange, we recommend that you contact our customer service team for assistance. We will guide you through the exchange process and provide you with the necessary instructions.
What are the costs of a return?
Return costs may vary depending on the reason for the return and Ginger and Velvet's return policies. For specific information on return costs, we recommend that you consult our Terms and Conditions section or contact our customer service team.
You can find out more on our Shipping and Returns page.
How long does it take to receive the refund?
Once we receive and process your return, the refund will be made within [X days/weeks/months] to the original payment method used to make the purchase. Please note that the exact time may vary depending on the payment method and bank policies.
Can a change be requested?
Yes, it is possible to request an exchange on the products received. Please contact our customer service team to begin the exchange process and obtain additional assistance.
You can find out more on our Shipping and Returns page.
Products
How can I know my ring size?
To find out your ring size, we recommend that you use our ring size guide , available on our website. This guide will provide you with clear instructions on how to measure the inner diameter of a ring that fits you and how to find the corresponding size in our size chart.
How long are the bracelets and bracelets?
Bracelet and bracelet measurements may vary depending on the specific design and style of each piece. For detailed information on the measurements of a particular bracelet or bracelet, we recommend that you consult the product description on our website.
How long are the necklaces and chokers?
Necklace and choker measurements may vary depending on the specific design and style of each piece. For detailed information on the measurements of a particular necklace or choker, we recommend that you consult the product description on our website.
Can I place a custom order?
Yes, we offer the option of placing custom orders for those customers who want a unique and exclusive piece. For more information on how to place a custom order, please contact our customer service team.
What material are Ginger and Velvet Jewelry made of?
Our jewelry is made from a variety of high-quality materials, which can include metals such as copper, as well as semi-precious gems and stones and 24ct Gold plating, as well as durable hand enameling. Each piece is carefully designed and crafted to ensure maximum quality and durability. For specific information about the materials used in a particular piece of jewelry, we recommend that you consult the product description on our website.
Fabrication process
Are they really artisan products?
Yes, all our jewelry is handmade products made with care and attention to detail in our workshop in Madrid. Each piece is unique and is designed and handcrafted by our expert artisans, thus guaranteeing the quality and distinctive character of each piece of jewelry.
Are the pieces enamelled by hand?
Yes, many of our pieces are hand glazed to add unique details and colors. This artisanal process ensures that each piece of jewelry is truly unique and special, as hand-enamelling allows for meticulous attention to detail and greater customization in design. You can see all our pieces in the online store .
Can I create a custom piece of jewelry?
Yes, we offer the option of creating personalized jewelry for those clients who want a unique and exclusive piece. Our design team will work with you to create a piece of jewelry that suits your individual tastes, preferences and specifications. Contact our customer service team to learn more about creating custom jewelry.
Do you make custom wedding rings?
Yes, we offer the option of creating custom wedding rings for customers who want a unique and meaningful piece for their special occasion. Our design team will work with you to create the perfect ring that reflects your style and personality. Contact our customer service team to learn more about creating a custom wedding ring.
Will a sold-out gem be available again?
We do our best to keep our stock up to date and replenish out-of-stock products as quickly as possible. However, due to the handcrafted nature of our jewelery and the availability of materials, there may be cases where an out-of-stock jewelery item is no longer available. We recommend that you subscribe to our mailing list or follow us on social media to receive updates on product availability and new collections.
Jewelry Care
How should I maintain my pieces so that they are in perfect condition?
To keep your pieces in perfect condition, we recommend storing them in a cool, dry place when you are not using them. Avoid contact with chemicals, perfumes or lotions that could damage the jewelry. Additionally, you can gently wipe the pieces with a soft, dry cloth to remove any accumulated dust or dirt.
How do you clean a Ginger and Velvet Jewelry?
To clean your pieces, we recommend using a soft, dry cloth to remove any residue or dirt. Avoid using chemicals or abrasive cleaning solutions that may damage the jewelry. If necessary, you can lightly dampen the cloth with warm water and dry the piece carefully after cleaning.
Is it normal for stains to appear on the jewelry?
On some occasions, stains may appear on the jewelry due to contact with chemicals, perfumes or lotions. However, with proper care and regular cleaning, these stains are usually easily removable. If stains persist or you have any concerns about the condition of your jewelry, we recommend that you consult a jewelry professional.
Payment methods
What are the payment methods available?
We accept a variety of payment methods, including credit/debit cards (Visa, Mastercard, American Express), PayPal, Shopify Shop Pay, Amazon Pay, and bank transfer. During the purchasing process, you will be shown the available payment options so you can select the one that best suits you.
Can I pay cash on delivery?
Currently, we do not offer the cash on delivery payment option. However, we offer a variety of secure and convenient payment methods to make your purchases at Ginger and Velvet easier.
Is it safe to shop at Ginger and Velvet?
Yes, you can shop with confidence at Ginger and Velvet. Our website uses secure encryption technology to protect your personal and payment details. Additionally, we comply with data privacy and security regulations to ensure a safe and secure shopping experience for all our customers.
My order
How can I cancel an order?
If you wish to cancel an order, we recommend that you contact our customer service team as soon as possible. We will do our best to assist you with your cancellation request, although we cannot guarantee that this will be possible once the order has been processed and shipped.
How can I check the status of my order?
To check the status of your order, you can log into your account on the Ginger and Velvet website and access the " My Account " or "Order History" section. From there, you will be able to see the current status of your order, including whether it has been processed, shipped or delivered. You will also receive email notifications with updates on the status of your order as it moves through the shipping process.
My account and benefits
How do I create an account on Ginger and Velvet?
To create an account on Ginger and Velvet, simply click on the menu icon representing a person in the top right corner of the website and select the “Create Account” option. Then, follow the instructions to complete the registration form with your personal and contact information.
What advantages do I have if I create an account?
By creating an account on Ginger and Velvet, you will be able to track your orders, save your favorite products to a wish list, access exclusive offers and promotions, and streamline the purchasing process on future visits to the website.
How do I change my password?
To change your password, log into your account on the Ginger and Velvet website and go to the "My Account" section. From there, you can find the option to change your password and follow the instructions to update it.
How do I process a return?
To process a return from your account, log in to the Ginger and Velvet website and access the "My Account" section. From there, select the order you wish to return and follow the instructions provided to begin the return process.
How do I check the status of my order from my account?
To check the status of your order from your account, log in to the Ginger and Velvet website and access the "My Account" section. From there, you will be able to see the current status of all your orders, including whether they have been processed, shipped or delivered.
What is the difference between signing up for the newsletter and creating an account?
Signing up for the newsletter allows you to receive regular updates about new Ginger and Velvet collections, promotions and events via email. Instead, creating an account gives you access to additional features like order tracking, wish list, and exclusive offers.
Contact
How can I contact Ginger and Velvet?
You can contact Ginger and Velvet through our contact form on the website, by emailing us at [customer service email], or by contacting us through our social media channels. Our customer service team will be happy to help you with any queries or questions you may have.
Discounts and promotions
Can I use discount coupons?
Yes, we offer discount coupons that you can use during the checkout process on the Ginger and Velvet website. These coupons will provide you with exclusive discounts on your purchases and you can enter the coupon code in the appropriate field during checkout to apply the discount.
Are there special discounts available?
Yes, we occasionally offer special discounts and exclusive promotions for our customers. We recommend that you subscribe to our newsletter and follow us on social networks to receive updates on special offers, flash sales and promotional events.
Do Ginger and Velvet Tribe customers have additional benefits?
Yes, Ginger and Velvet Tribe customers can enjoy additional benefits such as early access to new collections, exclusive offers and special events. To join the Ginger and Velvet tribe, simply create an account on our website and agree to receive email communications from us.
