General
Is Hola Amor Estudios environmentally friendly?
Yes! If you also don't agree with mass production, but are looking for handmade signature creations, you've come to the right place! We have not done (nor will we ever do) high-volume manufacturing at the expense of the environment, but everything will remain homemade.
How do I care for & clean my jewlery?
CARE:
- Avoid contact with cosmetics and perfume.
- Avoid contact with saltwater and chlorine.
- Take off the jewelry before showering.
CLEAN:
- Rinse with water.
- Apply a tiny bit of soap (without perfumes, etc.).
- Gently rub it in with a cotton pad.
- Rinse with water again.
- Dry it thoroughly with a new cotton pad.
Please note: This only applies only to 14k gold filled and not to gold plated.
How do I use my discount code?
If you have a promotional code for a discount, you will only be able to enter it at the checkout page. If you are on desktop the field will be visible at the top left. If you checkout via mobile, you will need to click on the "Order Summary" drop-down menu at the top to see the discount field.
Order & payment
Package lost or stolen?
If your package got lost or was stolen please contact help@holaamorestudios.com as soon as possible.
PLEASE NOTE:
Hola Amor is not responsible for lost or stolen packages that are confirmed to be delivered to the shipping address provided by the customer.
Hola Amor is not responsible for orders that are delivered incorrectly or lost due to incorrect shipping information being provided at checkout.
We cannot issue refunds for shipments that are lost due to an error in the address provided.
We can not refund shipping costs for shipments that are returned to us due to an error in the address provided.
Please confirm your shipping address before finalizing checkout. If you receive a confirmation email with an address that needs to be updated please contact us as soon as possible to make any changes.
Once an order has shipped we cannot make any changes to your shipping address.
How do I track my package?
Track your order here or you can request a tracking code at help@holaamorestudios.com with the subject: "ORDER NUMBER" followed by "tracking request".
Please allow us 1-2 business days to respond.
Am I able to cancel my order?
Once an order is placed and processed, we cannot cancel it or modify the shipment.
Please contact us so that we can evaluate your case and offer you a solution.
What payment methods do you accept?
We accept all major credit cards, including Visa, Mastercard, Visa Debit, American Express and Discover. We also accept PayPal, Klarna, Sofort, iDeal, Bancocontact and eps-Überweisung.
If you're more accustomed to using mobile payments, we've got you covered! You can also pay with Apple Pay, Google Pay and Shop Pay.
Shipping & delivery
What are the shipping prices?
Shipping costs are calculated depending on parcel weight and country:
Germany
- Standard Tracked (0.1kg–1kg): Free
- Standard Tracked (1.001kg–2kg): €3.99
- Standard Tracked (Minimum Order Value €0.00–€28.99): €2.99
- Standard Heavy Weight Tracked (2.001kg–31kg): €5.99
EU
- Standard International Tracked: 5-10 €
- Standard International heavy weight Tracked 2kg and up: 13 €
Rest of Europe
- Standard International Tracked: 6-8 €
- Standard International heavy weight Tracked: 12-15 €
UK
- Standard International Tracked: 5-10 €
- Standard International heavy weight Tracked: 12-15 €
USA
- Standard International Tracked: 7-13 €
- Standard International heavy weight Tracked: 20 €
- Express Shipping Tracked: 29 €
- Express Shipping heavy weight Tracked: 49 €
Asia
- Standard International Tracked: 7-15 €
- Standard International heavy weight Tracked: 24 €
- Express Shipping Tracked: 29 €
- Express Shipping heavy weight Tracked: 59 €
Canada
- Standard International Tracked: 7-15 €
- Standard International heavy weight Tracked: 20 €
- Express Shipping Tracked: 39 €
- Express Shipping heavy weight Tracked: 49 €
Australia
- Standard International Tracked: 9-19 €
- Standard International heavy weight Tracked: 29 €
- Express Shipping Tracked: 39 €
- Express Shipping heavy weight Tracked: 69 €
Rest of the World:
- Express Shipping Tracked: 49-69 €
Note: You will receive a confirmation email with tracking link once your order is shipped. Please allow up to 48 hours to receive this shipping confirmation email. We are not responsible for delays caused by the carrier.
How long till my order gets processed?
We try to ship your order within 2 business days. Please note that paying via bank transfer can take an additional 2-3 days until the payment gets through an we receive your order.
How long does shipping take?
All orders are being packed and shipped within 2 busines days.
Delivery times
Germany: 1-4 days
EU Shipping: 4-8 days
Asia Standard Shipping: 1-3 weeks
US Standard Shipping: 5-10 days
Australia & Canada Standard Shipping: 1-3 weeks
For international shipping delays may occur because of the covid restrictions.
Thank You for your understanding!
Can I change the shipping address?
Shipping addresses can only be changed right after the order was placed and only if the order has not been shipped yet. You can reach customer service from Monday to Friday from 9am-16pm. We can not guarantee that a team member will see your email before the package is shipped out by the warehouse but we will do our best to get back to you as soon as possible.
Please email help@holaamorestudios.com as soon as possible with the subject: "ORDER NUMBER" followed by "address change".
PLEASE NOTE:
Hola Amor is not responsible for orders that are delivered incorrectly or lost due to incorrect shipping information being provided at checkout.
We cannot issue refunds for shipments that are lost due to an error in the address provided. In case a shipment gets returned due to an error in the address provided we do not issue refunds for the shipping cost.
Please confirm your shipping address before finalizing checkout!
Can I send the products to an address other than the billing address?
Absolutely! You can do this by entering your address as "billing address" and the address to which you wish to send your order as "shipping address".
Returns & refunds
My necklace is too long/short, can I exchange it?
Yes. Simply follow the instructions here:
How do I issue a refund?
Just follow the instructions here:
I have not received my refund yet, why is that?
If you have not yet received your refund, please check your bank account first and then contact your credit card issuer. This is because it may take some time before the refund is officially posted.
If you have done all this and still have not received your refund, please contact us.
What currency will be used when I place my order?
All prices displayed on the website and at checkout are in the currency of your choice. For international orders, your credit/debit card issuing bank determines the exact exchange rate you will be charged.
The amount taken from the original funding source is refunded in full when the seller makes the return. Please note that we are not responsible for discrepancies caused by exchange rate fluctuations.
Still Have Questions?
Then the answers you’re looking for might be in our help centre. If you’d like to get in touch with us, feel free to contact our team! We will get back to you as soon as possible!
