FAQ's
Everything you need to know to buy our jewellery
Our returns policy always goes WAY beyond the legal minimum of 7 days. We believe that you should be thrilled with our jewellery and it should last you for years. So it's simple - If you buy our jewellery as a gift or for yourself and it doesn't fit, doesn't suit or you just don't like it, don't worry, you can return it to us for an exchange or refund. NO QUESTIONS ASKED!
To do this, please send us an email to solidsilver@corazonlatino.com telling us what you bought and when (ideally also give us your order number as that will speed things up), and whether you want an exchange or a refund.
Then simply send the jewellery back to us to the address on your invoice (We recommend you use Special delivery to ensure it is insured and signed for at our end).
If you want an exchange, but the new piece is a different price, don't worry. If it's more, you can pop cash in with the return or let us know you want to pay by card and we'll call you to take the extra. If the replacement costs less, we will refund the difference.
As a little extra incentive, because you will be saving us a lot of money if you go for an exchange, we will give you 10% off the price of the replacement item. Just mail us and let us know what you would like instead and we'll confirm the price to you.
If you still want a refund, no problem, just let us know, and when the jewellery reappears we will refund you card.
It will make no difference to whether you get a refund or not (we will honour our guarantee and refund you no matter what) but we would really appreciate it if you would tell us why you want the exchange or refund as this will help us improve our designs and service.
How do I contact Corazon Latino?™
You can email us at solidsilver@corazonlatino.com
Or call us on 0845 838 2393 (00447970025090 from Europe, 001447970025090 from USA/Canada)
Or write to us at: Corazon Latino Mile Elm Calne Wiltshire SN11 0NE UK
We are a small family business and pride ourselves on our personal service. if you have any queries, special requests or even a complaint, please do not hesitate to contact us. We will always do our utmost to accommodate your needs and provide you with the best possible individual service. Are my credit card details secure?
Yes, all payments are protected and secure. We offer 2 of the most secure options on the web. If you have a Paypal account you can use that. If you don't or you prefer to simply use your card, you can pay us securely via Worldpay, one of the world's biggest secure card processing companies. When you checkout you will reach a page giving you 3 options: 1) Pay by card or Paypal - You can use Visa,Visa Debit, Maestro or Mastercard as well as all your usual Paypal options. 2) Call us and pay by card over the phone - We will input your card details directly into the secure encrypted Worldpay system. 3) Pay by BACS bank transfer - This takes from 15 minutes to 3 days depending on your bank. Simply choose the one that works best for you and complete your order.
What credit cards do you accept?
We accept all major credit and debit cards (Visa, Mastercard & Maestro). We also accept American Express and payments via Paypal.
Do you charge a fee for using my card? Absolutely NOT! It drives us crazy every time we book a flight and we will never do it. When you use a credit card we are charged just under 3% by the bank, 37p if you use a debit card. We consider this part of doing business (like paying for the electricity in a shop) and not something you should have to pay for, so we cover the cost. When will my credit card be debited?
Depending on your bank, your card will be debited anywhere from as soon as you complete payment with Worldpay at checkout, to up to 2 days later. You will receive confirmation from Worldpay that the payment has been received & from us that your order has been received.
If there is any problem with your card, we will receive a warning and we will contact you to verify your details. This is to protect all our customers from fraudulent use of their cards.
What if I don't have a card or don't want to give you my details?
We also accept BACS & International bank transfers to our company account. If you would like to pay this way please place your order online as normal and when you reach the payment page simply select interbank transfer as the payment method. Then please transfer the amount due to the following bank account:
Bank: HSBC Sort Code: 40-18-24 Account No: 21525468 Account Name: Corazon Latino Ltd. For international bank transfers please contact us for our SWIFT and IBAN numbers.
Please bear in mind that we will not be able to dispatch your order until the payment has arrived and cleared into our account. This tends to take from 15 minutes to 3 working days.
Where do you deliver? Worldwide! We deliver across the UK and Ireland and to all countries within mainland Europe. We also deliver to Australia, New Zealand, Canada & the USA as well as a number of countries in Latin America & Asia (Hong Kong, Thailand, Singapore, Japan & The Philippines) as standard. We will ship to other countries not listed in our drop down menu at checkout on a case by case basis (we have shipped to South Africa, China, and Malaysia in the past), however, for the purpose of protecting our customers from fraudulent transactions, we reserve the right to decline orders from countries deemed to be high risk. Please mail us if your country does not appear in the drop down menu of standard countries we deliver to, and we will do everything we can to get your jewellery to you.Do you only speak English? No. Between us we can speak French, Spanish, Italian, Dutch and German. Some better, some worse. If you prefer to mail us in your own language we will do our best to answer you.
In the UK, we use Royal Mail Special Delivery. This means that it should be delivered by 1pm on the day after we notify you it has shipped, and we have the ability to track your order (in fact you can sign into your account and track it as well).
Outside of the UK, we use a premium international service. It is also secure, insured and registered so it will come via your local postal network and you will have to sign for it.
Deliveries within Europe usually arrive within 5 working days or less of dispatch. For deliveries outside of the UK and Europe, we expect orders to arrive in 10 working days. If you are in the US or Canada and in a rush, then we also offer the option of an International courier (usually UPS or DHL) for £25 ($37.50).
If you want it to be sent by standard/first class post because no one is around to sign for it, we can do this, but we can not accept any liability if your order does not arrive.
No problem at all, just give us the delivery details at checkout and we’ll deliver to it.
Postage and packing is FREE within the UK.
Prices for Europe & the rest of the world are based on a secure insured priority airmail and are as follows:
Europe (£/€) Rest of the World (£/US$) 1 Piece £5.00/€6.00 £6.00/$9.00 International courier £25 ($37.50) up to 5 pieces. The shipping cost for your order will be automatically calculated at checkout based on the number of pieces you have bought & the delivery location you select. Items that are in stock will normally be dispatched within 2 working days. Occasionally, at times of very high demand, it may take us up to 3 working days to process and dispatch your order. If this is the case we will contact you and confirm the dispatch date. If you need your order by a specific date please tell us this by entering it in the "order comments, special requests" at checkout or by phone or email. We will do everything in our power to get your jewellery to you by your required date.
Once the item is dispatched, delivery in the UK should be next day. Outside of the UK, shipping time varies widely depending on the destination so the final arrival date will depend on the local postal network in your country, however in our experience orders arrive anywhere in the world within 10 working days of shipping confirmation. What is you last delivery date for Xmas 2013? For deliveries within the UK, we can accept orders up to 3pm on Monday the 23rd December. For Europe we can accept orders up until 9am on 16th December. For the US, Canada, Australia & NZ we would suggest you order by Dec 10th to be sure of receiving you order before Xmas. Last orders for the International courier service is Dec 19th. Can I see the items in my own currency? All purchases on the site are made in £ (GBP - Sterling). However we also provide guide prices in €, US$, Can$, Aus$ & Danish Krone. Simply click "Change currency" and then select the relevant flag. The site will then display all prices in your chosen currency. Please note: These prices are a guide only. The final transaction will be taken in £ (GBP - Sterling). The exchange rates used to calculate these guide prices are updated monthly based on published international bank rates, however we can not guarantee the exact price you will be charged by your credit card provider/bank as they may be using a slightly different daily rate. (Experience tells us the card rate you are charged is usually cheaper than the one we quote, but we can't promise!)
Are all duties paid for international orders? Within the EU all duties are already paid. Outside of the EU, any customs or import duties are levied once the package reaches your country. These duties and any additional charges for customs clearance must be borne by you. However, in our experience, most orders are usually under the threshold for import duties (which tends to be in the region of $500 depending on the country) so no additional charges are added. To be absolutely sure, you may want to contact your local customs office for your duty free maximum. Half of our silver jewellery is handmade in Taxco in central Mexico by some of the most skilled silversmiths in the world. We also work with 2 groups of artisans in Thailand, and the amazing Karen hilltribe people of Northern Thailand. Our keshi pearls come from a lovely girl called Heidi who I met in Beijing and who makes the necklaces for us from pearls sourced from her home village in South China. Our gemstone jewellery is made in Jaipur, India, the gem capital of the world, and our pretty chiming pendants come from Bali. We also work with a lovely man in Poland who makes our amber cufflinks and handmade amber pendants in a small village on the Baltic sea, a small workshop in Tuscany and a team of silversmiths in Cornwall. For more information about our range click here. Is it Sterling silver and hallmarked? YES! We have our own Corazon Latino makers mark which is registered and held at the London Assay office. All our jewellery over 7.78g is sent to them, where it is tested and hallmarked (including our unique makers mark) to guarantee that it is sterling silver and nickel free. It is in fact against the law to sell silver jewellery containing more than 7.78 grammes of silver as “silver” unless it has been tested and hallmarked by an approved European assay office. Any silver jewellery containing more than this weight sold without a hallmark can only be called “white metal”. If a retailer sells “silver” without a hallmark, they are breaking the law. 925 is NOT a recognized Hallmark. This is a mark put on the silver by the maker to confirm that the silver used is 925 parts per 1000 of pure silver (the other 75 parts per 1000 are usually copper which gives the silver the necessary strength for jewellery making). While 925 parts per 1000 is the same quality level as Hallmarked sterling silver, there is in fact no guarantee that the silver is as pure as the 925 mark implies. It could have less parts per 1000 of silver, it could contain banned metals such as nickel. There is no way to tell by eye, this is why Hallmarking was introduced.
The only way to guarantee what you are buying really is sterling silver jewellery is by ensuring that it has an approved EU or
All the Corazon Latino range is solid silver, not plated. In some pieces, the silver is combined with Baltic amber, pearls and semi precious gemstones, but without exception, the silver is sterling quality or better and nickel free. For help and advice on how to keep your silver jewellery in perfect condition, click here. What exactly is Amber?Amber is the fossilised resin from trees which graced the earth anywhere from 2-125 million years ago. It is not sap. Sap flows through the centre of the tree providing nutrients to the tree. Resin flows under the bark and protects the tree when it is damaged by insects or loses a limb during a storm. Millions of years ago, huge forests covered much of the earth. Resin from these trees flowed down the trunks trapping leaves, dust, pollen and insects. Over time the forests died and were buried, and the resin became fossilised, creating Amber.
Amber comes in a huge variety of colours. The colour variations are determined by a number of factors including the mineral content of the soil, exposure to oxygen during fossilisation, the type of tree the original resin came from, and the number of air bubbles trapped with the amber. In fact no one is quite sure why some rarer coloured ambers have turned out the way they have. As a general rule, most Amber is almost clear, but the air bubbles and other matter trapped inside the amber change it’s texture and the ability of light to pass through it, fooling the eye and creating different “Colours”
What about the Bright Green amber you see for sale?
In addition to the beautiful colours that amber occurs in naturally, craftsmen for hundreds of years have been treating amber to bring out the colour and sparkle in it and, more recently, to create completely new colours. Bright sparkling green amber, which is now commonly seen in a lot of jewellery, is not natural. It has been created by heating the amber to create sun spangles and backing the amber with a dark paste and then usually silver to refract the light changing pale yellow amber to green. Now there is absolutely nothing wrong with this, but in the spirit of Corazon Latino I decided not to use this kind of treated amber, and only to work with the beauty that nature provided. So I decided to design pendants that were not backed with silver, but instead had the natural amber suspended in a silver cage so that the colours are created only by the light shining through the amber.
Sun spangles are the tiny flat discs you see in some amber which sparkle when they catch the light. These rarely occur naturally, and are in fact water droplets which are trapped in the amber, which when heated fracture and flatten into discs creating the sun spangles. They are very pretty but again they are not natural, so unless you are very lucky, you will not see them in our Amber.
Our fantastic Baltic amber pendants are handmade in a small village on the
Our Baltic amber comes in 3 basic colour ranges:
Milky: This is amber with a very high concentration of air bubbles, which means it is opaque and has colours ranging from pale cream to golden butter (often with some variation across the piece). It isn’t very common, and was not something I was familiar with until I started working on these pendants. Now I think it is beautiful (particularly against dark skin or a tan)
Honey: This is the most common amber. Colours range from pure clear honey to deep cognac with variations in each piece depending on the amount of air bubble, natural sun spangles and plant debris trapped inside. Some unusual pieces are part milky, part honey, with shading from transparent to opaque across the piece.
We have taken a number of photos of each pendant with various different coloured pieces of amber. You can see them by clicking through from the more info page of each design.
Can I get my jewellery gift wrapped? Yes you can. All the pieces already come beautifully packed in their own Corazon Latino pouch or box, depending on the piece. This is part of our standard service and is free of charge. However if you would like them hand wrapped in tissue and silk ribbon, this can be done for an additional £7.50 per wrapped package. Simply add gift wrapping as an option when you add the item to your shopping cart. The £7.50 charge for gift wrapping covers each package wrapped. So if you wish to combine 2 items (for example a choker & a pendant) simply add gift wrapping to one of the two items, and then tell us which items you want wrapped together using the additinal information box at check out.
To add a gift card with a personal message, please specify the message in the additional information box at checkout. If no message is specified then no card will be included with the gift wrapped item. Yes! We have teamed up with a UK master engraver to offer our customers engraving on selected pieces. Prices start at £25 for up 10 characters (ideal or rings), then you can choose £40 for 32 characters (perfect on bangles). If you want to say more, we can do it, just let us know. More details of our engraving service and costs can be found here. Most of our bangles and rings are engravable. We have included engraving as an option on the best bangles. If you would like to add it to a ring on another piece, give us a call and we'll let you know what's possible. How do I navigate the site/search for an item? We try very hard to make the site easy to shop. Each piece is sorted into type (bracelets, bangles, necklaces, pendants and so on). They are first shown on a summary page with their name, a short description and the price. You can buy it directly at this point if you wish or you can click the picture or yellow name for more pictures and more detailed information such as weight & dimensions.
When you find a piece you like, simply click "Buy" to add it to your shopping cart.
Please note: weights and sizes given may vary slightly. This is due to the fact that each pieces is handmade so there will be a small amount of variation compared to mass-produced jewellery.
How do I tell if something is in stock? If it's live on the site it's in stock! We work hard to make sure all our pieces remain in stock at all times, but occassionally we do get a run on an item and we are out for a few days. When an item is out of stock we remove it from the site AND state on the page that it is temporarily out of stock just in case you've book marked it and can still access the page.
How do I back order an item that is out of stock? If you would like to order an item that is currently out of stock, simply add it to your cart and buy online as normal. We will the order the item for you. We will aim to get any back ordered item within 28 days and will update you with expected delivery dates as soon as we have them. When the item arrives, we will despatch the order as normal. It's also worth give us a call, because there's a good chance it is already on order and may be just a few days away. Are the necklaces available in different colours or lengths? Many of our necklaces come in different lengths or are adjustable. Where this is the case we list all the lengths on the product page with a drop down box for you to select you preferred length. If you want a special custom length made, we can do it, but we will need to get it specially made by our artisans and it will take approximately 28 days. Just give us a call and tell us what you would like. I bought a bracelet or necklace and it's too big/small. Can you adjust it? We aren't jewellers but we are trained to do simple repairs, alterations and polishing. If you would like us to adjust a piece, please give us a call. We can't adjust every design, but many are possible. The price for an adjustment is £25 simply to cover our time and the return shipping. As with our engraving & overseas shipping, we don't believe in profiteering on these secondary areas. Do I have to register to shop? You do not have to register to shop. However, to make your life easier, you do have the ability to register by clicking on the login button in the top right hand corner of any page and creating an account. You can also register by simply clicking the "save your details...." box at checkout. Once you have registered, the next time you visit us you can simply type in your surname and email address and your saved billing and delivery address will be automatically completed. It will also allow you to use special offer coupons and gift vouchers, save wishlists, view previous orders with us, track your order online, opt in or out of our mailing list and contact us quickly and easily. What do you do with my personal details?
We are committed to protecting your privacy; we will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for two reasons: firstly to process your order, and secondly to provide you with the best possible service.
Corazon Latino never sell or otherwise pass on to third parties any personal information you provide. For more details of our privacy policy, click here.
Can I buy a gift voucher instead of a piece of jewellery? Yes. Simply click the gift voucher option on the right hand side of any page, and complete the requested details. By completing these details you will be creating a unqiue e-mail voucher which will be sent to your chosen recipient at their email address. Gift vouchers can be purchased in multiples of £5, and can be redeemed as whole or part payment for any order. The maximum value of gift voucher that can be purchased is £200. Gift vouchers are valid for one year from the date of purchase. Please note: you cannot buy a gift voucher at the same time as other items. If you wish to buy both jewellery and gift vouchers you will need to do this as two separate transactions.
Can I buy more than one gift voucher at the same time? You can buy gift vouchers for multiple people at the same time. Whatever gift voucher value you choose will be sent to EACH of your recipients. To do this simply enter the first recipient's email address in the field at the top of the Gift Voucher page as usual, and then enter the other additional addresses in the appropriate field at the bottom of the form. The amount and message sent to each recipient will be the same.
If you would like to send gift vouchers to several recipients with different amounts and messages you will need to complete each gift voucher purchase separately.
How do I redeem my gift voucher? You will have received your gift voucher in the form of an email with a unique code identifying you and the value of the voucher. Simply shop the site in the normal way, and when you checkout enter the unique voucher number on your account page. The value of your voucher will be deducted from the total value of the order.
You can use a gift voucher to cover either part or the full value of your order. You do not need to use the full value of your voucher at once. Any money left on the voucher will remain as a credit to you & can be used at a later date (within the one year validity period of the voucher).
Can I track my order?
Yes. When we dispatch your items we will update the order with the tracking number for your parcel. You can then track this via the Track & Trace service available online.
To find your tracking number simply log onto your account on our website, select "Review previous orders" on your account page. You will then be able to see the tracking messages that we have added to your order as well as send us messages about the order.
Alternatively, if you would prefer, just send us an email or give us a call and we would be happy to track this for you.
Do I have to be there to take delivery of my order?
Yes. You or someone else should need to sign for the delivery. If no one is available then most postal services will leave you a card and take it back to their sorting office, you can pick it up there or arrange redelivery.
Can I have my parcel delivered to a different address from my invoice address?
If you know you will not be at home to sign for the parcel, or you want to send your parcel to someone else, just enter an alternative delivery address at checkout.
My item was shipped but I have not received it yet, what do I do? Within the UK, when we dispatch your order we will update it with the tracking number for your parcel. You can then track this via the Track & Trace service online. To find your tracking number simply log onto your account on our website, select "Review previous orders" on your account page. You will then be able to see the tracking messages that we have added to your order as well as send us messages about the order.
For International orders, although we pay for the priority tracking service, in fact as soon as it arrives in the destination country the tracking stops as local postal services do not provide tracking information for foreign parcels (very helpful!). However. IF the parcel does not arrive we do have the abaility to start a search and reclaim procedure so you will not be charged for lost parcels (and in fact we have never had a parcel lost in the 5 years we have been shipping).
If you are worried and it has been longer than our suggested delivery time, then please send us an email or give us a call and we will do what we can to find your parcel or arrange a new one for you.
Can I return something if I don't like it?
Yes you can. If you are unhappy with your jewellery for any reason, just give us a call and we will arrange an exchange or full refund.
The refund does not extend to the cost of gift wrapping which is a one off service which can not be recouped.
Please bear in mind that we lose about 20% of the cost of every piece that is returned in postage and non refundable order processing and credit card charges. So please do not order items on a trial basis as these costs damage our business and mean, in future, we won't be able offer people the great prices we do at the moment. Thank you.
Can I cancel my order if I have changed my mind?
You can always change your mind. Please try and do this within 24 hours of order to save us unnecessary costs (we lose about 20% of the price you paid if the order has already shipped and needs to be cancelled). If it has not yet been dispatched we will cancel the order. If it has been dispatched you will need to notify us within 7 days and return the item to us and we will then refund you or arrange a replacement. Please see our terms and conditions for details.
Can I make changes to my order?
If the order has not yet been dispatched just call us and we will amend the order for you. If it has been dispatched and includes items you do not want you will need to notify us within 7 days and return the unwanted items to us and we will then refund you or arrange a replacement. Please see our terms and conditions for details.
How do I return an item that is faulty?
Faulty items should be returned in their original packaging within 28 days for a full refund or exchange. Please see our terms and conditions for details.
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