Support
FAQ Avalon
Clear answers about materials, sizing, shipping, payments, warranty, and made-to-order pieces.
What materials does Avalon use? +
All of our pieces are developed in 925 sterling silver with a handcrafted finish. Each piece may present minor variations in tone and texture unique to the manual process.
How do I choose my ring size? +
We recommend measuring the inside diameter of a ring that already fits you well and comparing it with the size guide. If you are between two sizes, choose the larger one for greater comfort.
How long does shipping take? +
We ship to all of Mexico with an estimated delivery time of 3 to 5 business days. In CDMX, we can also coordinate personal hand-delivery in safe locations.
Can I return a piece? +
We accept returns for verifiable manufacturing defects. For custom-made or personalized pieces, specific return restrictions may apply.
Are earrings returnable? +
For hygiene reasons, earrings are non-returnable once delivered, except in cases of verifiable manufacturing defects or incorrect shipment.
Is it safe to pay in the store? +
Yes. Payments are processed securely via Stripe, a PCI-DSS Level 1 certified platform. Avalon does not store full card details.
What does the warranty cover? +
We cover manufacturing defects for 30 calendar days from delivery, under normal conditions of use.
How do I care for my jewelry to preserve it? +
Clean with a soft, dry cloth, avoid harsh chemicals, and store each piece in its textile bag or padded box to maintain its shine.
Where can I request direct assistance? +
You can write to us via WhatsApp or email from our contact page. We will guide you on sizing, availability, and delivery times before checkout.
What payment methods do you accept? +
We accept credit and debit cards processed securely with Stripe. The flow complies with PCI security standards and we do not store full banking information.
Can I pay in interest-free installments? +
Installment promotions depend on the issuing bank and card type. If a promotion is active, it will be displayed during checkout.
Do you ship internationally? +
Currently, we prioritize shipments within Mexico. If you require international shipping, please contact us to check coverage, costs, and delivery times for your country.
How do I track my order? +
Upon confirming your purchase, we send an email with a tracking number and link so you can monitor the shipment in real-time.
What should I do if my ring does not fit? +
If the model allows adjustments, we will guide you through correction options. For custom pieces, specific conditions apply depending on the requested work.
Do the pieces include a warranty? +
Yes. We cover manufacturing defects within the first 30 calendar days under normal use with proof of purchase.
What is not covered by the warranty? +
It does not cover wear from normal use, impacts, exposure to chemicals, or alterations made outside the Avalon workshop.
How do I clean textured or engraved pieces? +
Use a soft-bristled brush and a microfiber cloth. Avoid abrasive pastes to prevent rounding reliefs or erasing sculptural details.
Can I request a custom piece? +
Yes. We work on custom designs by appointment, subject to technical feasibility, workshop schedule, and budget.
How long does a made-to-order piece take? +
The average time is 10 to 20 business days, depending on complexity, size, and workshop workload at the time of confirmation.
How does the waitlist work for sold-out batches? +
When a batch is sold out, you can register to receive a restock notification. We will notify you by email or WhatsApp depending on your preferred channel.
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