Corazon Latino Help | Frequently Asked Questions

Shopping online is a minefield these days, with pretty websites promising a lot and delivering very little, misleading photography, drop-shipping from overseas, customs fees, delays and nightmares with returns. So, although all the answers are available below, we wanted to start with a few quick bullet points for you:

 

Answers to the most commonly asked questions about our jewellery, company and service.

• Shipping & Delivery
• Returns & Replacements
• Shopping & Contact
• Reviews
• Payment & Pricing
• Our Jewellery & Packaging
• My Account
• Privacy & Security

Shipping & Delivery

It's an emergency. If I order today can I have it tomorrow?

If you're in the UK and it's Monday to Friday before 4pm then we should be able to get it to you tomorrow using our £5 Next Day service. We use Special delivery for all orders over £50. This is guaranteed before 1pm the following day and if we receive an emergency order before 4pm we will post it the same afternoon for you. Please call us to check as we're a small family business, and occasionally we can't cover every emergency, so give us a call on 0330 808 0410 and we'll do our best to work a miracle for you.

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 and the USA, as well as a number of countries in Latin America and Asia as standard. We will ship to other countries not listed in our drop down menu at checkout on a case by case basis; 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. For more details about our delivery charges and lead-times please visit our delivery page.

How long are your delivery lead-times?

There’s nothing worse than ordering online and then waiting weeks for something to arrive (let alone the stress of wondering if it’ll turn up on time when it’s a gift), so we make our customers a simple promise. All orders placed before 4pm on a week day will be with you within 2 working days. So order before 4pm on a Monday, you’ll have it by 1pm Wednesday. Order on a Friday and you'll have it by 1pm Tuesday latest. We usually do better than that, but as a family business we take our promises seriously and we don't want to make a promise we can't keep should there be a rare occasion when we can't get orders out the next day.

Can you get it to me faster than that in an emergency?

YES! If it’s a last minute gift, give us a call on 0330 808 0410 and if you've ordered before 4pm, we’ll do everything in or power to get it to you by the following day. Next day delivery is charged at £5.00

What do you charge for delivery?

If you're in the UK (even the Highlands and Islands, Northern Ireland or The Isle of Man), 2 working day delivery is free. Delivery rates for the rest of the world can be found on our delivery page.

Can I track my order?

Yes. For more details of our order tracking process, please check our Delivery page.

Do I have to be there to take delivery of my order?

Yes. You or someone else will 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.

What is your last order date for Christmas 2024 deliveries?

Xmas Day falls on a Wednesday so we will be shipping right up to 4pm on Monday December 23rd for delivery before 1pm on the 24th. Please try and order before noon, to give us time to pack, wrap and get all orders ready for collection.

For Europe we can accept orders up until 9am on 17th December. For the US, Canada, Australia and NZ we would suggest you order by Dec 10th to be sure of receiving you order before Xmas. Last orders for the Worldwide International 3 Working Day courier service is Dec 19th to give us time to book it and arrange collection for the 20th.

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 duties are added. However some countries do make a flat rate charge for all items they inspect so, to be absolutely sure, you may want to contact your local customs office for further information on your online shopping duty free maximum.

Returns & Replacements

What is you returns policy?

Our returns policy is simple: if you buy our jewellery and it doesn't fit, doesn't suit, or just isn’t right for some reason, don't worry.  You can return it to us within 60 days for an exchange or refund. NO QUESTIONS ASKED! For more details about how to return an item, please check out our returns page.

Can I return something if I don't like it or it’s faulty?

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. For more details about our returns policy please visit our returns page.

Can I change or cancel my order if I have changed my mind?

You can always change your mind. Just give us a call (please try and do this within 24 hours of placing the 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 simply cancel or amend the order as required. If it has been dispatched you will need to notify us within 60 days, return the item to us, and once the item is back with us we will then refund you or arrange a replacement. Please see our returns page for more details.

What is your return address?

Please send all returns to:
Corazon Latino
Unit 5, 4B Tyers Gate
London
SE1 3HX

Shopping & Contact

How do I know you're a legitimate business?

To ensure we stay at the forefront of online shopping and meet all the legal requirements, we adhere to a strict code of conduct which is independently audited by Trusted Shops who back all our sales with their own money back guarantee. This allows us to carry the Trusted Shop mark and gives you one more reassurance that we are one of the good guys.

For more information about Trusted Shops Code of Conduct, click here to visit their site.

To see what our customers have said about us to Trusted Shops, or to add your own anonymous review click here (Trusted Shops independent reviews of Corazon Latino)

How do I contact Corazon Latino?

You can chat with us live online most days from 8am – 10pm GMT. Just click on the chat box on the bottom left of every page and start a conversation (If we're offline, you can leave us a message and we'll get back to you within 12 hours).

You can also send us a message via our contact form or email us at solidsilver@corazonlatino.com

If you prefer to talk, you can call us on 0330 808 0410 (UK landline) or +44330 808 0410 (international callers) or text/Whatsapp us to 07970025090 with your name and number and a short message and we'll call you back.

Or write to us the old fashioned way at:

Corazon Latino
Unit 5, 4B Tyers Gate
London
SE1 3HX

Do you only speak English?

No. Between us we can speak French, Spanish, Italian, Dutch & Cantonese. Some better, some worse. If you prefer to mail us in your own language we will do our best to answer you.

Can I shop in my own currency?

All purchases on the site are made in £ (GBP - Sterling). However we do provide the facility to convert our sterling prices into a range of currencies using the selector on the bottom of the left hand menu. These prices are a guide only, the final transaction will be taken in £ (GBP - Sterling) and the final price you will be charged by your card provider will be based on their chosen exchange rate on the day of purchase. The guide prices we provide on the site are conservative so we normally find that the price we show is slightly higher than the final price our overseas customers are charged.

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 occasionally 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 bookmarked 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, give us a call and we’ll be able to tell you how soon it will be available. If you want to go ahead and back order it, we will make a note and contact you once it’s back in stock to take payment and arrange delivery.

Can I get my jewellery gift wrapped?

Yes you can. All the pieces come beautifully packed in their own Corazon Latino packaging as standard.  However, if you would also like them gift wrapped, this can be done for an additional £7.50 per package. You will be offered the chance to add gift wrapping to one or more pieces when you reach the checkout. For more info about our gift wrapping service and choices please visit our Gifting page.

Will you packaging give the game away?

No it won't. The majority of our customers are men buying gifts for their wives and partners, so we have designed our packaging to make sure we don't give the game away. Every Corazon order will be delivered in a blank protective plastic envelope and then in a plain white bubble envelope, with no company name anywhere. 

Can I get my jewellery engraved?

Yes! We have teamed up with a UK master engraver to offer our customers engraving on most of our bangles and rings as well as several other pieces which have the space for it. He charges £1.50/character plus postage on to you. We can either send it you first so you ca be sure you like the piece and then you can send it on for engraving, or we will send it off to him direct, but please bear in mind, once it's been engraved it cannot be returned. 

More details of our engraving service can be found on our hand engraving page.

Do I have to register to shop?

You do not have to register to shop, you can simply check out as a guest. However, if you create an account with us it will give you access to all sorts of useful information that isn’t available to guests. Benefits of an account are:

1)    You’ll be able to login and track your order and see where we are with it.
2)    You’ll be able to save wish lists for future shopping or dropping broad hints come Christmas or birthday.
3)    You’ll be able to sign up for our monthly newsletter and get special members only discounts and offers.
4)    If you shop with us again you won’t have to go through that tedious business of entering all your details again.
5)    You’ll also be able to keep track of past orders, so you can remember who you bought what for.

Registering takes no longer that checking out as a guest (as the information is the same), and we promise never to pass on your details on inundate you with spam.

Reviews

Are your reviews authentic?

We use Trusted Shops as an independent service provider for collecting reviews. Trusted Shops has taken reasonable and proportionate steps to ensure that these are genuine reviews. More information

Payments & Pricing

What cards do you accept?

We accept all major credit and debit cards as well as American Express via the Shopify payments system. If you have shopped with other Shopify stores (there area lot!) or have apple pay, then your card details may well be saved and you can use the express checkout Shop Pay or Apple Pay. If not, you can simply enter your details and proceed to a payment page where you can enter your card details securely.

Please note: We have stopped using PayPal after 3 customers had payments taken by PayPal without their completing PayPal's own payment process. This meant orders were not completed and the money was not passed to us. Nor were we or the customers notified of any issue. Fortunately customers contacted us when we sent them a reminder they had something in their basket and we were both able to chase PayPal to return their money. This is totally unacceptable and we will not work with a payment provider who takes money for orders not completed leaving us looking like frauds. Until PayPal resolves this technical issue with the card providers we will not offer them as a payment option.

Do you charge a fee for using my card?

Absolutely NOT! It drives us crazy every time we book a flight and we will not do it. When you use a credit card we are charged just under 3%. 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 card be debited?

Depending on your bank, your card will be debited anywhere from as soon as your payment is confirmed, to up to 2 days later. You will receive an email from us to say that we have your order. Please check your spam in case it ends up there.

If there is any problem or query with your card, we will receive a warning from Shopify 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 trust my card details to cyberspace?

No problem, just give us a call and we can take a card payment over the phone or if you don’t want to use a card, you can pay via any bank’s interbank payment system. Within the UK the faster payment system means your payment will be with us within minutes. Payments from overseas banks tend to take 2-3 days. Once we have received your payment we will process your order and contact you to confirm your jewellery has shipped.

To make a bank transfer, simply select that payment option at checkout and transfer the amount on your invoice to the account detailed below.

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.

Do I have to purchase in British pounds?

We are based in the UK and the website is set to display prices and take orders in British pounds sterling. We are working to be able to allow customers from outside the UK switch the site to € & US$.

Our Jewellery & Packaging

Where is the jewellery made?

We work with artisans and small workshops in Mexico, Thailand, Bali, India and the UK. For more information about our jewellery and the wonderful people who make it for us please visit our Our Jewellery page.

Is it Sterling silver and hallmarked?

Yes! We have our own Corazon Latino maker's mark which is registered and held at the London Assay Office. By law, all silver jewellery over 7.78g must be tested and hallmarked before being sold in the UK as silver. This guarantees that it is sterling silver and nickel free. Some of our Thai silverwork at 99% pure is in fact purer than sterling (which is 92.5% silver), but nothing is less than sterling quality.

For more information about hallmarking and silver quality, visit our News pages.

Is it solid silver or plated? Is it Nickel free?

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, or cast with a hollow core to keep the weight comfortable, but, without exception, everything is nickel free.

Can I get a necklace or bracelet in a different size?

Many of our necklaces come in different lengths or are adjustable. Details of all the sizes are included on the full product details page of each design and a drop down menu will be provided for you to select the size that’s right for you.

If you want a special custom length made, we can usually do it depending on the design, 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 and we’ll see what’s possible.

I bought something and it's too big/small. Can you adjust it?

Most of our bangles which have a gap at the back for slipping the wrist through can be adjusted by very gently opening or squeezing closed. This should be done ONCE ONLY when it is first worn to make the opening the correct size to just be able to slip the wrist sideways through - this makes the bangle the correct size to be put on and taken off, but snug enough that it won't slip off the wrist when worn. Bangles should NOT be opened and closed each time to get them on and off, or squeezed tight closed round the wrist. Although silver is a relatively soft metal which can be bent, like all metal, repeated flexing will cause damage and eventually the silver will snap.

If you want a bracelet or necklace shortened, in most cases we can do that for you fairly easily, although there are a few designs which are impossible to shorten without doing permanent damage. If you want a longer length, then if it isn’t already available it will have to be made especially for you and will take approximately 28 days.

The price for an adjustment is £30 simply to cover our time and the return shipping. As with our hand engraving and shipping, we charge only what we are charged for the work, and consider this part of offering exceptional customer service and not an excuse to make an extra profit; that’s why you’ll find our rates are some of the lowest on the web.

What does you packaging look like?

It's a surprise. Will the parcel give the game away?
No it won't. The majority of our customers are men buying gifts for their wives and partners, so we have designed our packaging to make sure we don't give the game away. Every Corazon order will be delivered in a blank protective plastic envelope and then in a plain white bubble envelope, with no company name anywhere. We have a subtle logo in silver on our boxes, but that's it.

My Account

I had an account on the old website. Can I use the same details to log into the new site?

Afraid not. Technology is a wonderful thing, but not that good.
We have copied your contact details across, and protected them with a unique encrypted password. To log into your new account you can simply reset the password to one of your own choice by clicking the "forgot your password" link & filling in your email. We'll send you a link where you can reset the password which will then be encrypted and stored to protect your details securely.

Do I have to register to shop?

You do not have to register to shop. You can simply check out as a guest. However, if you do create an account with us, it will give you access to all sorts of useful information that isn’t available to guests. Benefits of an account are:

1) You’ll be able to login and track your order and see where we are with it.
2) You’ll be able to save wish lists for future shopping or dropping broad hints come Christmas or birthday.
3)    You’ll be able to sign up for our monthly newsletter and get special members only discounts and offers.
4)    If you shop with us again you won’t have to go through that tedious business of entering all your details again.
5)    You’ll also be able to keep track of past orders, so you can remember who you bought what for.

Registering takes no longer that checking out as a guest (as the information is the same), and we promise never to pass on your details on inundate you with spam.

Do I need a password?

Yes. To make sure your email and address details are secure we use passwords for our accounts. These are encrypted to protect your privacy.

If I forget my password can you send it to me?

If you forget your password simply click on the forgot your password link underneath the login boxes, enter your email address when requested, and we'll send you a link to reset your password.

Privacy & Security

What do you do with my personal details?

For the full details of our privacy policy, please visit our privacy policy.  However to keep it short and sweet: we will never sell or share your details with anyone for any reason. If you sign up for our newsletter we will mail you with the latest news and offers (which you can unsubscribe from at any time). If you don’t, we will only use your details to communicate with you about your order and then we will never darken your inbox again.

Are my credit card details secure?

Yes, all payments are protected and secure. All credit card and PayPal payments are handled by Shopify, one of the world's biggest online shopping platforms. Your card details are never provided to us (unless you call us and talk to a human to pay) and we do not store your card details so we can sleep at night knowing we will never be responsible for your card details being stolen.