FAQs

WHAT ARE YOUR BUSINESS HOURS?

Monday - Friday 9:00AM - 5:00PM PST

 

WHAT FORM OF PAYMENTS Do YOU ACCEPT

Santos Oñate accepts most major credit cards including Visa, MasterCard, American Express, Discover as well as Shop Pay and PayPal. 

 

HOW IS SALES TAX CALCULATED

Sales tax is applicable on all orders placed through this site and shipped within the state of California at the current local rate.  Orders shipped outside of California are not subject to sales tax.  We will present an estimate of any applicable taxes to be collected during the checkout process.

WHAT HAPPENS AFTER I SUBMIT MY ORDER VIA YOUR WEBSITE?

Once you submit your order, a credit card authorization occurs for the full amount. An authorization checks if your credit card is valid and that you have sufficient funds to complete the online transaction. Assuming you have sufficient funds, the total amount of the online transaction is held and deducted from your credit card limit. Even though the funds are held and deducted from your credit limit, the funds are not automatically transferred to us (the merchant) until we capture the funds. Once we capture the funds, they are then transferred into our merchant account. Typically we capture your funds within 24-48 hours of your purchase. If you have not received your confirmation email or tracking email, please check your spam/junk mail folder.

HOW CAN I CHECK MY ORDER STATUS?

Click the "My Account / Order Status" link at the top right hand side of our site to track your order. Also, You will receive an order confirmation via email after your order is placed. You will then receive an email with the UPS tracking number once the order ships.  We do not process orders on weekends or holidays. If you need more detailed information, contact us at info@santosonate.com

WHAT IS THE PRODUCTION TIME ON YOUR JEWELRY?

Please see individual product pages for estimated production times. Most of our pieces are made to order and require 2-3 weeks production time.

If you have a specific deadline you need to meet, please contact us to let us know. We may be able to accomodate you. Additional fees may apply. Contact us at 1-866-797-3319 or info@santosonate.com.

HOW DOES DOMESTIC SHIPPING WORK?

For all domestic orders, we offer complimentary shipping via UPS.  We are unable to ship to PO Boxes or APO/FPO addresses.   We insure all packages against theft and accidental damage while in transit. Once the package is delivered and signed for, we are no longer liable.

An adult signature will be required for all shipments at the time of delivery. If a delivery is missed, UPS will attempt a delivery the following business day. Sunday and Holiday delivery is unavailable.

WHAT IS YOUR RETURNS POLICY?

If for any reason you are not satisfied or feel the item is defective or damaged, we will accept it for an exchange, repair or refund within 7 days from the delivery date of your order. 

Each piece of our jewelry is handmade and subject to an intensive quality control process before it is sent to you. We encourage you to inspect the package immediately upon receipt.

Our hand finishes use a variety of techniques to attain our signature Old World look. These distinctive hand finishes have purposeful imperfections in the hammering, as well as the various matte and satin finishes

Should you wish to return or exchange an item, please email us at info@santosonate.com.  Please provide your Name, Address, Invoice Number and Reason for Exchange.  You will be provided a Return Authorization (RA) number which must be clearly written on package when it is returned.  You will responsible for return shipping and associated insurance on the package. 

HOW DO I CARE FOR MY JEWELRY?

Please use appropriate care to enjoy our jewelry for a long time. We recommend:

  • Removing jewelry before swimming, showering, exercising or doing outdoor work.
  • Remove jewelry before being exposed to chemicals of any kind (including cleaning chemicals, lotions, soaps and makeup).
  • Clean your jewelry using warm water, gentle soap and a soft toothbrush.