Frequently Asked Questions
What is my size?
A size guide is available at our online shop to help you choose the right size for a ring. If you have any doubt or question, please ask us for advice and we will help you. Some of our bracelets and necklaces are tailor-made and their size will depend on the wrist measure you provide us when you place your order. Most of our other jewels have adjustable sizes.
How should I take care of my jewels?
Detailed information on how to take care of your jewels and on which products should be used can be accessed here.
What packaging will my order be shipped in?
Our jewels will be carefully placed in one of our signature boxes. You will receive it in a hard cardboard box to protect the jewel and its packaging.
How will I know if my jewel is genuine?
A certificate of authenticity will be issued with each jewel. It will be signed by our designer and will contain your name, the date of purchase, the name of the jewel as well as the materials used. All our jewels also carry our logo engraved.
Will my jewel be protected by a warranty?
Every jewel is checked carefully before being dispatched. However, if you detect any manufacturing defect, please inform us by phone or email and we will repair or replace it at no cost. This warranty does not include coverage for wear and tear or misuse of the jewel.
What does the price of my jewel include?
All our prices include 21 percent valued added tax. For orders made from places where this tax is not applicable (Canary Islands, countries outside the European Union), the tax will be removed from the price when you finalise the order. In some countries, customs duties may have to be paid at reception of the parcel.
Who pays customs duties?
Murmur will pay any export fee applied to parcel delivered overseas. However, you will have to pay any additional import or custom fees applicable in your country of residence.
In which currency can I pay?
We only accept payments in euros.
What payment methods does murmur accept?
We accept Visa, Visa electron, Mastercard and American Express. We also accept PayPal.
Will my payment be processed safely?
We use the latest encryption technology to safely transmit your payment information. All orders are processed through the secured platform of La Caixa or through a secure checkout system provided by PayPal.
Do I need to sign up to your website to make an order?
No. There is no need to sign up to our website to make an order. However, we will ask you some personal informationin order to make sure your parcel reaches you, keep you informed of the state of your order and issue the certificate of authenticity of your jewel.
How will I know if my order has been received?
After you place your order, you will receive an email confirming the transaction has been processed successfully. You will receive a second email within 24 hours detailing manufacturing and shipping times.
Can I add items to an existing order?
You can add an item to an existing order any time until it is dispatched. You will have to arrange it by email or phone, taking into account the new manufacturing and shipping times.
Can I change my shipping address?
Your shipping address can be changed any time until your order is dispatched by sending an email to email@example.com or phoning us.
Can I add a message to my order?
Once your order has been placed, please send us an email to firstname.lastname@example.org and we will arrange any message o wish you may have to make it really special
Is my order insured?
All parcels are insured against robbery or accidental damages. If your parcel is damaged upon arrival, you will have to indicate it on the delivery receipt or reject the delivery. If the damage is not visible when the parcel is delivered, the client will have to inform murmur by writing (email@example.com) within 24 hours.
Which countries do you ship to?
We can ship our jewels to virtually all countries in the world. You can access the full list of countries here, with detailed shipping time and costs. And if you have any doubt on whether we ship to your country or not, please write us to firstname.lastname@example.org.
Do you ship to P.O. box addresses?
No, unfortunately, we do not ship our jewels to P.O. box addresses.
How my parcel will be shipped?
Our jewels are being shipped through Spain's leading express transport company Seur and its worldwide partners belonging to the GeoPost network.
How long will it take to receive my order?
Because our jewels are only manufactured on demand, shipping time once an order has been confirmed depends on each design. As a reference, it usually does not exceed one week. On top of the manufacturing time, you should allow 2 to 5 working days to receive your parcel. You can access here the full list of shipping times by country.
What are the shipping costs?
Shipping costs depend on your country. You can access here the full list of shipping costs by country.
Can I track my order?
Once your order has been shipped you will receive an email (Spanish residents will also receive a text message) to inform you that your jewel is on its way. A tracking number will be provided so that you can follow the delivery of your jewel online. You will receive a new email on the day your parcel is due to be delivered to your adress. You will have the possibility to postpone the delivery at a time of your choice.
What happens if there is a problem with my order?
If a parcel is sent back to us, we will contact you to check that your details are correct and we will make our best to fix the problem. However, will not be held liable for late delivery of goods caused by circumstances beyond its reasonable control, including wrong our incomplete address. You will have to pay for any additional cost resulting from providing us with incomplete or inaccurate details.
What happens if my jewel is damaged when I receive it?
Every jewel is checked carefully before being dispatched. However, if you detect any manufacturing defect, please inform us by phone or email and we will repair or replace your jewel at no cost. If your parcel is damaged upon arrival, you will have to indicate it on the delivery receipt or reject the delivery. If the damage is not visible when the parcel is delivered, you will have to inform murmur by writing (email@example.com) within 24 hours.
What happens if I don't like my jewel or I chose a wrong size?
If the jewel doesn't meet your expectations, you will have 15 days from delivery to return it. To do so, you will have to inform murmur by writing (firstname.lastname@example.org) of the reason of the return. The jewel will have to be sent back in its original condition, with its packaging and without having been used. Murmur reserves the right to analyse the jewel before processing an exchange. Once the exchange is accepted, a voucher for the price of the jewel will be issued, with a one-year validity. For all returns, except where the item is faulty, the client will be required to arrange and pay for the return of the jewels. Under no circumstances a refund will be issued.
How can I file a complaint?
Murmur works hard to meet your expectations. However, unfortunately, issues can sometimes occur. You have our commitment that any complaint will be taken extremely seriously. If you have any complaint or feedback, please write us to email@example.com and we will respond within 24 hours.