Frequently asked questions

We design and handcraft our jewellery in Valencia, taking care of every stage of the process, from the first idea to the final finish.

We work with recycled 925 sterling silver, 24k gold plating and 18k gold pieces in our Fine Jewelry collection. We use natural and synthetic stones, as well as pearls, depending on the design. Each product page shows its materials and finish.

We use both natural and synthetic stones, depending on the design. Synthetic stones are created in a laboratory and let us explore a wide range of colours and finishes. You can check the type of stone of each piece on its product page.

Each piece may show small variations in shape, texture or finish that are part of handcrafted work. Stones and pearls may also show slight differences that make every piece unique.

In addition, the lighting of the photos and your screen settings can affect how you see colours. These variations do not affect the quality or the advertised features of the piece.

You can pay by card (Visa, Mastercard, Maestro, American Express and UnionPay), Apple Pay, Google Pay and Klarna; depending on your country, also Bancontact, iDEAL | Wero, MB WAY, MobilePay or Satispay. The available options will appear at checkout.

You will receive a confirmation email with the details of your purchase. If you cannot find it, check your spam folder and make sure the email address you entered is correct. If you still have not received it after a few hours, write to us at info@apreels.com.

Write to us as soon as possible at info@apreels.com, including your order number and what you need to change. Orders are usually shipped within 24 hours of being placed, so we will check its status and confirm whether we can still make the change or cancel it. If not, you can exchange or return it once you receive it.

If a piece is sold out, you can buy it on PRE-ORDER. It is in production and the expected lead time will be shown when you place your order.

Orders for available pieces are shipped within 24 working hours of being received. This covers preparing and dispatching your order; delivery time depends on the destination.

Pre-order, Fine Jewelry and personalised pieces have specific lead times, shown when you place your order. You can check transit times on our shipping page.

The cost depends on the destination and is shown before you complete your purchase. You can also check the rates on our shipping page.

You can check the available destinations on our shipping page.

When we ship your order we will send you an email with the tracking number and a link to follow it at any time. You can also check it in Order status.

Write to us as soon as possible at info@apreels.com with your order number and an explanation of what happened. Attaching photos of the piece and, if it is damaged, of the packaging will help us review the issue.

We will tell you how to proceed. If it is an Apreels error or a problem covered by the warranty, we will cover the costs needed to solve it.

You have 14 calendar days from receiving your order to let us know that you want to request an exchange or a return.

The piece must keep all its components and accessories and must not have been used beyond what is needed to check its features and fit. Send it well protected, preferably in its original packaging.

Fine Jewelry pieces and pieces that are personalised, engraved or made to your specifications cannot be returned.

You can find all the information and conditions in our exchanges and returns policy.

Write to us at info@apreels.com with your name, order number and the piece or pieces you want to exchange or return. If you are requesting an exchange, also tell us the new size or the product you would like.

You can use the model forms included in our exchanges and returns policy, copy them and send them by email. Using them is optional: you can also write to us explaining your request clearly. Giving a reason and adding photos is optional, although it would help us a lot.

We will tell you how to send us the piece.

Yes. Request the exchange within 14 calendar days of receiving your order by writing to us at info@apreels.com with your order number, the model and the new size you need.

We will handle the exchange directly, without you having to place a new order. We will confirm availability and how to proceed. Once we have received the piece and checked its condition, we will send the new size.

For personalised or Fine Jewelry pieces, we will check whether the design allows an adjustment or resizing. Before doing any work, we will tell you whether it is feasible, how long it will take and any possible cost.

Yes. If you choose a more expensive piece, you will pay the difference. If it is cheaper, we will refund the difference using the same payment method you used for the purchase.

Under our policy, Fine Jewelry pieces and pieces engraved or personalised to your specifications cannot be exchanged for another model; for these we will only consider the adjustments or resizing the design allows. This condition does not limit any legal return or warranty rights.

When the exchange is because you chose another size or product, the shipping costs of the original piece and of the new one are paid by you. We will tell you the costs before processing it.

For a return because you changed your mind, the direct cost of sending us the piece is also paid by you, in line with the conditions shown before purchase.

If you received the wrong piece or there is a problem covered by the warranty, Apreels will cover the costs needed to solve it.

If you withdraw from your entire purchase, the standard delivery costs will also be refunded. If you chose a more expensive delivery option, the extra cost over the cheapest standard option is not refunded.

We will use the same payment method as your purchase, unless we expressly agree on another one with you.

In the case of withdrawal, the legal deadline is 14 calendar days from when you tell us your decision, provided we have already received the piece.

Pieces that are personalised, engraved or made to your specifications cannot be returned because you changed your mind. We can consider an adjustment or resizing when the design allows it, telling you the lead time and any cost beforehand.

This does not limit your rights if the piece is defective or does not match what was agreed.

Check our size guide. To get your size more accurately, we recommend going to a jeweller and asking them to measure the finger you want to wear the ring on.

If it is a gift, you can use a ring that fits that person well as a reference and take it to a jeweller to find out its size. If you are unsure, write to us at info@apreels.com and we will help you choose.

Not all our designs are adjustable. Each ring's product page shows the available sizes or states that it is an adjustable model.

Avoid contact with perfumes, creams and cleaning products. Take your pieces off before showering, bathing or exercising and store them separately in a dry place.

To clean them, use a soft cloth and avoid abrasive products, especially on gold-plated pieces. You will find more tips in Jewellery care.

Plating can wear with time and use. How long it lasts depends on care, friction and contact with water, cosmetics or sweat. The protective layer adds extra protection but does not completely prevent that wear.

Yes. We offer one free gold re-plating per piece during the first year from delivery, even when the wear is normal. For this courtesy service, shipping costs are paid by you.

Once you have used that re-plating, or after the first year, we will give you a quote for re-plating due to wear. We will never do paid work without your approval.

This service is separate from the legal warranty: if the wear is due to a defect covered by it, the solution will be free and will not use up your courtesy re-plating.

Our new jewellery has a 3-year legal warranty from delivery. It covers manufacturing defects, problems that existed at the time of delivery and any difference from the agreed or advertised features.

If you notice a problem, write to us as soon as possible so we can assess it. When it is covered by the warranty, we will solve it at no cost to you with the appropriate solution.

It does not cover theft or loss of the piece, normal wear from use, or damage caused by accidents, knocks, misuse or third-party work that caused the problem.

A breakage, a lost stone or worn plating are not automatically excluded: we will review each case to determine its cause and the coverage that applies.

Write to us at info@apreels.com with an explanation of what happened, photos and, if you have it, your order number or proof of purchase.

We will review the case and tell you the options available. If the repair is not covered by the warranty, we will tell you whether it is feasible, how long it will take and its cost before doing any work.