Faq's
When you choose Guti Romero, you become an important part of our value chain.
Here are answers to some Frequently Asked Questions about our site, products and policies.
Ordering
- How do i place an order?
Simply add the item you wish to purchase and add it to your shopping cart. Proceed to the checkout page, fill in your personal information, and enter your payment details.
- How do i enter a discount code?
Look for the discount code space in your shopping cart, the discount will immediately be reflected in your payment total.
- It is possible to change or cancel my order ?
Please contact our Customer Service as soon as possible. if your order hasn't reached the fulfillment stage, it's possible we may still be able to change or cancel it.
- Warranty:
Jewelry:
Guti Romero Jewelry is committed to providing its customers with quality, unique, beautiful, and cool products. This entitles you to a one time replacement of your GR pieces due to any manufacturing defects, color fading or defects during normal wear - within 1 year of your purchase. If you think that your piece should be replaced, please email us at support@gutiromero.com. You will be asked to provide a photo/video for our internal use, before receiving a replacement. In cases where we do not carry the piece anymore, you may exchange it for another of equal or lesser value.
Watches:
Customers will receive two years of limited warranty that covers manufacturer defects which will begin from the date of purchase. Customers will need to provide proof of purchase/receipt for repairs. Our warranty does not cover battery and misuse by the customer such as glass/strap damage, scratches or any other damage resulting from improper usage.
Delivery/Shipping
- When will my order arrive?
We work to fulfill our orders as promptly as possible. Our warehouse begins processing your order within 1-3 business days. Expect to receive your order 2 to 5 business days inside the USA. (free shipping)
8 to 16 business days - standard international shipping is $7 or free above $100
4-9 business days - express international shipping is 20$ (DHL express)
- Will i be able to track my order?
Yes! You will receive a tracking number within 1-5 business days. Contact us at Support@gutiromero.com for more questions.
- Will i have to pay international taxes and duties?
Your order may be subject to import duties and taxes once your order arrived your country. The taxes and any other fees, in this case, will be on your charge. We are not liable for deliveries that are affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back-end charges incurred.
Returnes and Exchanges
-Do you accept returnes?
As an important part of our value chain, we offer a 30-day return policy. You will receive a full refund once the product has arrived back at our warehouse and we have assessed its condition (in original packaging with all components and accessories included). For return instructions, please see the “Returns” page or contact customer service at Support@gutiromero.com.
Please note shipping fees will be applied to the exchange, according to the destination.
-Do you offer exchanges?
Yes, within 30 days of receiving your order. As with returns, the item you wish to exchange must be in mint condition with all original packaging and components. You may exchange it for a product of equal or lesser value; we will refund you the difference for lower-priced items and bill you for the difference for a higher-priced product.
Please note shipping fees will be applied to the exchange, according to the destination.
For more questions , send us an email at Support@gutiromero.com.
- I received the wrong product. What do i do?
We ask all customers to check your original orders and compare your product against the website when you receive it. If you believe you received the wrong item, or your order is damaged, please contact us within 14 days so we can work with you to correct the issue.
