Frequent questions
ORDERS
Through the website you can pay via PayPal, credit card, Google Pay and Apple Pay.
We want you to receive your purchase as soon as possible, so we process orders as quickly as possible. For this reason, we cannot guarantee any changes to your order once it has been shipped. If you need to change or cancel your order, please contact us via the contact form or email us at info@muleysa.com and we will do our best to accommodate your request. Order cancellation is not guaranteed.
You can enter the voucher code in the shopping cart and on the checkout page.
In the shopping cart, just below the list of items, there is a box that says “Voucher code”, this is where you have to enter it and click on “Apply”.
On the checkout page, you will see the same box as in the shopping cart but below the total amount.
*Please note: Promotional codes may have some exclusions. You can only use one discount coupon at a time.
If you have an account with Muleysa, simply log in, select “My orders” and then the order number you want to check.
If you haven’t created an account, don’t worry! With every order we send an order confirmation, preparation and shipping confirmation email which is sent to the same email address used to place the order. Be sure to check all inboxes, as it may land in your spam folder.
SHIPPING
We ship worldwide.
We try not to leave any corner of the world behind, but if you don’t find the option to order from your country, please contact us through the contact form or send us an email to info@muleysa.com.
All orders are processed within 24 hours from the time the order is received. Orders are processed Monday to Friday, excluding public holidays. The shipping time applies after the order has been processed.
For shipments to Spain, depending on the shipping you choose at the time of placing the order, you can receive it in 24/48 hours if you choose express shipping or in 3/4 days if you choose standard shipping or you live in the Balearic Islands.
For international shipments please refer to the table on the Shipping page.
Shipping to Spain (Peninsula and Balearic Islands):
- If your purchase is over 50€ the shipping is FREE.
- If your purchase is less than 50€:
– Standard shipping: Peninsula 3,90€ – Balearic Islands 6,90€.
– Express delivery: 5,90€ (only available for Peninsula)
International shipping:
Shipping costs for international shipments are calculated before finalising your purchase based on the courier company’s rates.
Shipping is free for purchases over 150€:
- In Europe: over 150€.
- In the rest of the world: over 250€.
RETURNS
We want you to be happy with your jewelry, so if for any reason you are not happy, you have 14 days from the day you receive it, as long as the jewelry is in perfect condition. The jewellery must be unworn, unwashed and undamaged.
We do not currently offer a jewelry exchange service. You will need to return the jewelry and then place a new order with the pieces you want.
For more information visit the “Returns” page.
To initiate a return go to the “My orders” section in your account and click on “Request return” on the order you wish to return. You will be redirected to the return form where you will need to indicate the items you wish to return and the reason for the return.
Once requested we will contact you within 24/48 hours, you will be able to see the status of your return at any time by logging into the order.
Print a copy of the order or invoice and insert it in the package, so that we can locate your order quickly and process the refund.
Pack your items appropriately and ship them by your preferred carrier.
Once we receive the return package, we will check its condition and proceed to refund the amount excluding the shipping costs paid when placing the order and will be made through the same payment method used for the purchase.
JEWELRY
We do not sell individual parts. We also do not offer custom chain lengths. All jewelry is sold as specified.
If an item you are interested in is out of stock, there is a “Notify me” button on the item’s page. If you are not logged in to your account or have not yet registered, enter your email address to be notified. If the item is restocked, you’ll be one of the first to know!
If a product no longer appears on the website, it means that it will not be available again. If it appears as out of stock, it will most likely be restocked in a few days.
While wearing your jewelry, exposure to water, cosmetics, perfumes, cleaning products and excessive heat and humidity can cause discoloration and affect the finish of the jewelry.
When not in use, always wipe them with the silver cleaning cloth before storing them in the cloth pouch. This way you will always have clean jewelry to wear next time.