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 across Mexico with an estimated delivery time of 3 to 5 business days. Standard domestic shipping is complimentary on orders of 2 or more pieces (regardless of price) or on individual pieces priced at $4,000 MXN or more (~$220 USD). For a single piece under $4,000 MXN, a flat rate of $150 MXN with certified tracking applies. In CDMX, in-person delivery at secure locations is also available.
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 (USA, Canada & Worldwide)? +
Yes. For shipments to the United States, Canada, and worldwide, fluctuating international tariffs, seasonal courier rate adjustments, and customs duties make it impossible to offer a static flat or free shipping rate. Instead, we coordinate each international shipment directly and transparently via WhatsApp or email to secure the most competitive, viable carrier rate with transit insurance and priority tracking.
How do I track my order? +
We keep your purchase record in Stripe, and you can check its status on the tracking page using your email and payment reference. To receive a shipping guide, message us on WhatsApp or from the contact page and we will share it.
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 do I reserve a piece when the batch is sold out? +
When a batch sells out, message us on WhatsApp with the piece you are interested in and we will coordinate your place in the next production run. Availability and timing are confirmed through that same channel.
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