Frequently Asked Questions

In this section you will find answers to the most common questions about our design processes, production, materials, shipping and warranties.

1. DESIGN AND ORDERING PROCESS

How can I request a custom piece?

You can contact us through our website, social media, or WhatsApp to share your idea or reference. Based on the information provided, we will prepare a quote with general design specifications, materials, and estimated production times.

Once the quote is approved, a 60% deposit of the total amount is required to begin the design and production process.

Payment of the deposit confirms acceptance of our current Terms and Conditions.

During the design development process, up to three minor modifications are included at no additional cost. If changes significantly alter the original design, they will be considered a redesign of the project, and an additional charge equivalent to 25% of the initial project value will apply, including up to five additional modifications. Once the design modeling has been approved, the piece moves into production and no further modifications can be made.

If additional modifications or a complete redesign of the project are requested, an additional charge may apply in accordance with our Terms and Conditions.

Yes. We can develop a proposal based on references, images, or ideas shared by the client. These references are used as a starting point to create an original design adapted to the technical possibilities and materials of the project.

Due to the handcrafted nature of our production process, slight variations in proportions, finishes, or details may occur between the digital model and the final piece.

These variations are part of the unique character of each piece and are not considered manufacturing defects.

Paulina Meza Joyería reserves the right to document, photograph, or record videos of the design, modeling, and production processes of pieces created in our workshop.

This material may be used for:

  • Creative process documentation

  • Professional portfolio

  • Brand communications

  • Educational or promotional material

Under no circumstances will the client’s personal information be disclosed without their consent.

2. MATERIALS AND GEMSTONES

Can I use gold, silver, or jewelry I already own?

For certain projects, it is possible to reuse gold or pieces provided by the client. The material will be evaluated to determine its purity and condition.
If used as part of the payment, specific conditions regarding valuation, maximum applicable percentage, and material loss will apply, as described in our Terms and Conditions.

Quotes are subject to fluctuations in precious metal and gemstone prices until the project deposit is confirmed.

Once the deposit has been received, the agreed price will remain fixed according to the approved design specifications.

Yes, gemstones provided by the client can be set in our pieces. In these cases, we ask that you carefully review the corresponding section of our Terms and Conditions, which describes the conditions and responsibilities related to client-supplied gemstones.

We work with natural and lab-grown gemstones, carefully selected according to each piece’s design.

Yes. Natural gemstones have unique variations in color, transparency, inclusions, and tone. These characteristics are part of the material’s nature and may result in slight differences compared to photographs or visual references.

Due to the handcrafted nature of our pieces, slight variations may occur between them. These differences are part of the handmade production process and the unique character of each piece.

3. PRODUCTION TIMES

How long does it take to create a piece?

Estimated production times may vary depending on the complexity of the project, material availability, the workshop’s workload, or external circumstances beyond Paulina Meza Joyería’s control.

The timelines communicated during the quotation process are approximate estimates and do not constitute a guarantee of an exact delivery date.

If you need a piece by a specific date, we recommend mentioning it at the beginning of the quotation process so we can evaluate production availability and timelines.

Although we always strive to accommodate our clients’ needs, production times depend on the project’s complexity and material availability.

4. PAYMENTS AND INVOICING

What payment methods are available?


You can make your payment using participating credit or debit cards, domestic or international bank transfers, and other payment methods available at checkout.

For certain orders, interest-free installment payments may also be available.

If. All our prices include VAT.

If you require an invoice, please send your billing information to hola@paulinameza.com within 48 hours of your purchase.

5. SHIPPING

How do shipments work?

We ship throughout Mexico using specialized courier services.

Gold pieces are shipped with insurance based on their declared value. Silver pieces can be insured upon the client’s request.

Once the package has been handed over to the shipping carrier, the shipment and any issues related to transportation are handled by the carrier in accordance with its policies and coverage.

When your order has been shipped, you will receive an email with a tracking number so you can monitor its delivery status.

Gold pieces are shipped with insurance based on their declared value. Silver pieces can be insured upon the client’s request.

6. WARRANTY

Do your pieces come with a warranty?

Yes. Our pieces come with a basic one-year warranty starting from the delivery date.

The warranty includes:

  • Resetting gemstones if they become loose or detached, provided the original gemstone is presented.

  • One professional cleaning and inspection during the warranty period.

The warranty does not cover:

  • Natural wear and tear

  • Bumps or impacts

  • Modifications made by third parties

  • Contact with chemicals or abrasive products

  • Loss of gemstones

  • Ring resizing

7. JEWELRY CARE

How can I care for my jewelry?

To keep your pieces in good condition, we recommend:

  • Avoid contact with perfumes, creams, and chemicals.

  • Remove your jewelry before engaging in physical activities or sports.

  • Avoid contact with seawater or swimming pool water.

  • Store your jewelry in a dry place when not in use.

Polished silver surfaces can be cleaned with a special silver polishing cloth, gently rubbing until their shine is restored.

Pieces containing gemstones, pearls, or other delicate materials should only be cleaned with a slightly damp cloth.

We do not recommend using liquid jewelry cleaners on pieces with gemstones or special finishes, as they may cause permanent damage.

Silver tarnishing is a natural reaction known as oxidation. This process occurs when the metal comes into contact with air, moisture, or certain chemicals.

Proper cleaning can restore the piece’s original shine.

8. CANCELLATIONS

Can I cancel an order?

Because many of our pieces are custom-made, cancellations are not accepted once the deposit has been paid.

Scroll to Top