Frequently Asked Questions

In the event that your Regina Castillo arrives with any damage or manufacturing defect, you may request an exchange, for which you must report it within the first 48 hours after receiving your product, according to the courier service's delivery signature. You must send a photo showing the damage or defect of the piece to the email joyeria@reginacastillo.mx.

Subsequently, we will send you a shipping label with which you can request the collection of your product through authorized courier services.

Once the piece is received, a new piece identical to the one you purchased will be sent to you at no additional cost.
Exchanges do not apply to items on sale or at a discount. In no other case are exchanges or returns accepted.

Once an order has been submitted, we cannot make any changes. If you need to modify any aspect of your order, we suggest you contact our customer support as soon as possible.

Orders are processed in the order in which we receive them. You can track the status of your order on the tracking page and also sign up for alerts on the courier's website.

Average times to receive your purchase:
2 to 3 business days nationwide (in Mexico) and 3 to 5 business days internationally.

Please review the tracking information provided by the courier service. If your package appears to be stuck or never arrives, please contact our customer support and we will be happy to assist you with the next steps.

In the rare event that you receive a defective item, please take clear photographs of the defect and contact our customer support. We will verify if the product is eligible for a replacement.

We accept KueskiPay, PayPal, Mercado Pago, OXXOPay, as well as Visa, Mastercard, and American Express cards exclusively. Please note that the available payment methods may vary depending on your region. We do not accept cash on delivery.