When you make a purchase of our jewelry you will be automatically charged for the cost of shipping.

Once a purchase is made, it cannot be canceled.

If for some reason a purchase order was not processed, the item was discontinued during the waiting period, or the estimated delivery time changed by exceptional means, you will be notified immediately by telephone, or email. As such, you will have the option to change the item, accept the waiting period, or cancel your order.

In the case of a jewelry purchase that is made within the Republic of Mexico, the shipping costs will be $180 pesos and Estafeta will be the delivery service.

International shipping will be done by FedEx. Please check the following price chart to know your shipping cost:

In the case of silver work and sculptures, the volume, weight, and destination will be quoted to calculate the shipping cost with national as well as international deliveries.

The deliveries will arrive directly to your residence unless there are restrictions in the country of destination. The importation and customs costs are borne by the customer.

All of the products will be sent in a maximum of 7-10 business days after the purchase. Once your purchase has been shipped, you will be notified by email with a tracking number and the shipping date.

Working days do not include weekends, national holidays, and they are from Monday to Friday.

Our priority is to have your purchase arrive as soon as possible.

Packaging:

All of the jewelry pieces are sent with Elena Ballesteros packaging, without additional cost to the customer. This includes flannel for polishing and a bag for travel.

Guarantees:

If you receive a defective product, please report it during the first 2 business days after receiving your package. For detailed instructions on how to make your exchange, please note that if the defect is not reported during this period, we cannot guarantee the replacement of the item.

To send an item for repair, please follow these steps:

1. Obtain a repair order number from reparaciones@ebaplata.com or 01 762 62 2 37 67.

2. If the repair requested is the cause of a manufacturer defect, please include a copy of your receipt or proof of purchase. In the event that the repair is not the cause of the manufacturer, the cost of the repair should be covered before the piece is returned.

3. Pack your item carefully. We suggest you use plastic bubble wrap to wrap it inside a box.

4. Include your repair order number inside and outside of your package and send it to the following address:
Reparaciones (Repair Order Number)
Elena Ballesteros
Celso Muñoz No. 4
Colonia Centro, C.P. 40200
Taxco, Guerrero

All of the items of Elena Ballesteros that are received for repairs are subject to inspection and quotes. The repair without cost will only apply when it is a defect of the manufacturer. A Manufacturer’s defect is understood to mean defects that are not related to normal use and wear of the item. After the first year of purchase, all of the repairs are subject to cost. Due to the nature of our products, some components or stones cannot be ordered to repair the item. In such a case, we will try to follow the original design.

Elena Ballesteros is not responsible for items lost from shipping, or lost before the items are received by our personnel. It is your responsibility to send the items for repair with a trusted and secure company. A confirmation letter stating that your item has been received will be sent via email or fax. Please keep this confirmation letter for any questions or explanations.