Halloween boxes are non-refundable, but can be exchanged for something else or a voucher (shipping not included) within 14 days.

At ACUS we have two clear commitments:

• We want you to be 100% satisfied with what you receive. If not, we'll give you your money back.
• Ensure that all ACUS products you purchase and receive at home are new .

Being able to fulfill these two commitments has taken us a long time to think of alternatives.

We faced the problem that if we allowed returns on costume jewelry, how could we ensure that the person returning it hadn't used it? That's why, until now, we hadn't accepted exchanges or returns on costume jewelry. But that has changed thanks to the new packaging we use to ship our jewelry.

We have designed packaging specifically to fulfill these two commitments, as well as to excite you when you receive it (you will love it).

Your order will all arrive in a sturdy box to ensure they arrive safely from ACUS. Inside, you'll find each product in its own box, wrapped in special transparent packaging. This allows you to see the product inside (but not to try it).

It is essential that this seal remains intact in order to process exchanges or returns. This protective seal allows us to guarantee that the product has not been opened or used. If it is removed, we cannot guarantee this, and therefore we will not accept exchanges or returns.

Pre-ordered, custom-made, and personalized products are not eligible for exchange or return.

**These conditions apply only to online purchases. In physical stores, returns are not accepted via refund, only for an exchange or store credit with no expiration date for the amount paid, provided the protective seal packaging that allows for exchanges was purchased at the time of purchase (cost €0.90). Without it, no exchange or store credit is possible.

** Exchange and return policies may vary if there are promotional products or sales campaigns. These new conditions will be specified on the product page or in the promotion details.

Ensuring you receive your order as quickly as possible is very important to us.

SHIPPING PREPARATION TIMES:

At ACUS, we prepare orders every day from Monday to Friday (business days). We ship daily from our warehouse in Madrid. Urgent orders are given priority.

Urgent orders placed before 2 PM are shipped the same day, provided payment has been received. Orders placed after 2 PM will be shipped the following day.
Standard shipments are prepared in order of arrival, and the preparation time ranges from 1 to 4 days.

DELIVERY TIME:

The average delivery time is 48-72 business hours once your order has left our ACUS office. We allow up to 7 days for exceptional delivery issues such as absence or incomplete address. This excludes the Canary Islands, Ceuta, and Melilla (3-5 days) and all other countries (7-15 days).

The processing time for an order is 1-4 business days after payment verification.

We have an express shipping option where the delivery time is 1-3 business days from Monday to Friday.

And the super express next-day delivery option.

Once you receive your order, there are two important deadlines you should be aware of:

• 14 days for returns with refund
• 30 days for exchanges or refunds for vouchers with no expiration date

Deadline for returns with refund:

You have 14 days to return your purchase and receive a refund of the amount paid (excluding shipping costs). You can return all or part of the order. Your refund will be processed within a maximum of 14 days, starting from when the products arrive back at our office in:

ACUS

Calle Núñez de Balboa 45, local

CP 28001 Madrid

To return any ACUS product, you must keep the original protective seal intact; otherwise, the return will not be accepted under any circumstances .

If you return your order, you will be refunded the amount minus the shipping cost . That is, if you chose express shipping, you will be refunded the full amount minus the €7.99 for this service. If you chose standard shipping, you will be refunded the total amount minus the €4.99 for that service within mainland Spain. If the shipment is to a different destination, the shipping costs to that location will be deducted from your refund.

If the shipping method was free, the full order amount will be refunded minus €4.99* for preparation, handling, and shipping. See Terms and Conditions for details. *Mainland Spain only.

In case of partial return of the order, only the price paid for the returned products will be refunded.

Gift cards and products that specify otherwise are non-refundable. Similarly, gift receipts can only be exchanged for vouchers or products; refunds are not permitted under any circumstances.

Deadline for exchanges or vouchers without expiration:

You have 30 days to make any exchange, either for another product or for a voucher with no expiration date . After the initial 14 days, and provided you are within the first 30 days of receiving your package, you can request an exchange. Shipping costs are your responsibility, both for returning the product to our facilities and for shipping the new product you choose. If you opt for a voucher, you can use it at any time, both in-store and online.

To exchange any ACUS product, you must keep the original protective seal intact; otherwise, the exchange will not be accepted under any circumstances.

The essential conditions for the exchange or return to be approved are:

• The packaging must not have been opened.
• Whether you are within the return period (14 days after receiving the package) or the period for a voucher or exchange (30 days after receiving the package).

To request an exchange or a return, please submit your request through the form on our website and select your preferred option. Then, simply reply with the requested information to process your request. We will always respond within 24-48 business hours (Monday-Friday) and explain the next steps.

In that form we will ask you for the following information:

1. Name and Surname;
2. Order number;
3. E-mail;
4. Order delivery date;
5. The products that you want to return
6. The reason for him to help us improve;

Remember that what you send us is only a request; until we reply, the exchange or return will not be processed.

Once the return is approved and the order is eligible for returns, HAS NOT BEEN OPENED, and is WITHIN THE TIME LIMIT, you have the following options to send us your package that you want to return:

1. Shipping is at your expense, and you are responsible for ensuring that the item arrives correctly at the address provided. You must guarantee that everything arrives in the same condition as when it was delivered to you. You must have a tracking number to monitor the shipment. We will not be responsible for any losses.
2. We'll send a courier to the address you provide, and you can give them the package (cost €6.50). (Up to 6 pieces of jewelry and/or 2 handbags per shipment; if you're returning more, €1 will be added per handbag/item). For example, returning 3 handbags would cost €7.50.
3. You can drop it off at a GLS collection point (cost €6.50). We will contact GLS beforehand. (Up to 6 pieces of jewelry and 2 bags per shipment; if you are returning more, €1 will be added per bag/item).
4. You can drop it off at one of our official ACUS stores in Madrid or Seville. Important: Prior notification and authorization from the online office is required. (Free of charge). Please fill out the form here first.

Remember to return the product including all original packaging, flyers, and any other accompanying documents (extra nuts, cleaning cloths, etc.), as well as the original order box. If the products do not arrive in perfect condition or are missing accessories, we will deduct the price of the missing accessories from your refund, exchange, or store credit.

**Pre-ordered and custom-made products are non-returnable.

You will have 3 options after the return:

• The refund of the amount paid (less shipping costs)
• An exchange for another item (return shipping would be at your expense and we would cover the shipping of the first exchange within the Iberian Peninsula*. Or, by paying €6.50, we would send a courier to collect your order and deliver the new one at the same time, saving you time and money).
• A voucher with no expiration date that can be used both online and in physical stores.

In exchanges and returns, the customer covers the cost of sending the product to us, and we would pay for the first shipment of the exchange, or in the case of a voucher, we would create it for the total price paid for the returned item.

The return shipping cost is €5.50. We can send a courier to your home or generate a label for you to take to a GLS collection point. Whichever you prefer.

This price of €5.50 includes up to 6 pieces of jewelry and/or 2 bags per package.

If these amounts are exceeded, €1 will be added for each additional bag or piece of jewelry.

Examples:

Returning 3 bags: total cost €6.50 (€5.50 base + €1 additional).

Return 5 jewelry items and 4 handbags: total cost €7.50 (€5.50 base + €2 additional).

Returning 5 bags: total cost €8.50 (€5.50 base + €3 additional).

The packaging must be returned in its original condition. Otherwise, its value will be deducted from the total refund amount.

Conditions:

• For Refunds : The purchase must have been made online, the product must be in its original packaging, and the return must have been processed within 14 days. The refund will be issued once the package is received in perfect condition at our office, within a maximum of 10 days, using the same payment method used for the original purchase. Shipping and handling fees (€4.99) are non-refundable. If shipping was free, this €4.99 will be deducted from the refund amount to cover shipping and preparation. This does not apply if the total value of the items the customer keeps qualifies for free shipping. (See Terms and Conditions for details). If the purchase is made after the 14-day return period, we will not issue a refund; we can only offer an exchange or a store credit with no expiration date. Charges related to cash-on-delivery services, payment gateway fees, etc., are non-refundable.
• To exchange an item for another: the necessary conditions are: the protective seal must not have been removed and the exchange must be within the 30-day period. The product must be in stock at the time of the exchange; otherwise, we will issue a voucher with no expiration date so you can make the purchase at your convenience. We cover the initial shipping cost for exchanges; you would be responsible for shipping the returned item to our office or store.* For shipments within mainland Spain, we will process the exchange within a maximum of 10 days of receiving the product. Products purchased with a discount or special promotion are not eligible for exchange; you will only receive a voucher with no expiration date for the amount paid or a refund. (See the special promotions section for more information).
• Return with a voucher that doesn't expire: the necessary conditions are that the protective seal hasn't been removed and that it's within the 30-day return period. This option is perfect because when you send us the package, we'll create a voucher with no expiration date for the amount you paid for the product, including free shipping, so you don't have to pay for it again. This way, by requesting a voucher instead of a refund, you won't lose the price you paid for shipping.* The voucher can initially be used online, but if you want to use it in a physical store, just contact us and we'll make the change. *Valid for mainland Spain.

* Halloween mystery boxes and products that are indicated as such in their description are not eligible for refunds.

For exchanges and returns, the customer covers the cost of shipping the product back to us, and we will pay for the initial shipping within mainland Spain. If you are returning a voucher, we will issue one with free shipping. We also offer a courier service to collect the item from your home for €5.50 (if you live in mainland Spain). (Up to 6 pieces of jewelry and/or 2 handbags per shipment; if you are returning more, an additional €1 per bag/item will be charged.) For example, returning 3 handbags would cost €6.50.

or €12.90 (if you're in the Balearic Islands), which means we'll collect your old order when the new one is delivered. Up to 6 pieces of jewelry and 2 handbags. After that, €2 will be added per handbag.

In the case of a refund, the original shipping cost would be lost, as we do not refund shipping and handling fees. If the original shipping was free, we will deduct that cost from the refund amount.

For returns to the Canary Islands, Ceuta, and Melilla, as well as returns from abroad, the customer is responsible for ensuring the product arrives in the same condition as when it was delivered. Shipping costs will not be refunded, and in the case of vouchers without an expiration date, these costs are not included; a new shipment must be paid for if an exchange or voucher is desired.

Our products always undergo quality control before being shipped, but if you still receive a damaged or defective product, or if the product received is not the one you originally ordered, you should contact us as soon as you notice the problem and we will proceed to resolve the situation, assuming the shipping costs from ACUS.

To do this, you must send photographs showing the flaw or defect in the product to the email address shop@acuscomplementos.com

We will replace the part with a new one, or if there is no stock, with a voucher with no expiry date or another product from our website.

In case of defects, we would only issue a refund if the package has not been opened. If it has been opened and/or used, we would replace the item with the same one, or if it is out of stock, with a voucher without expiration date.

This shipment will be made via a courier we will send to your home address, or you can drop off the package at a GLS point or Official ACUS Stores. Whichever you prefer.

Differences in color or shape compared to the image on the website will not be considered defects or incorrect products.

Special Promotions

Special conditions apply to online exchanges and returns. No refunds are offered in physical stores.

In the case of promotions applicable to the purchase of individual items that include the addition of an additional product, including, but not limited to, 2x1, 3x2 promotions or any other that involves the delivery of an extra product free of charge or at a reduced price, if the consumer and user decides to exercise their right of withdrawal on their purchase, this right will have effects on the set of products provided as part of the promotion.

In clearance sales where it is stated that there are no exchanges or returns, no returns will be accepted.

In all other promotions, if you wish to make any changes or returns, you will lose the benefits of the promotion if it is no longer valid at that time.

Halloween Mystery Box Promotion – Exchanges are accepted for a voucher for the price paid for the box, an exchange for another model by paying the difference between what you paid and the price shown on the website, or refunds excluding shipping costs. If you received free shipping due to a higher purchase amount and you return the box, the cost of the first shipment (€4.50) will be deducted from your refund if you no longer meet the condition of having received free shipping. Please also note that if you return the box, you must include everything, including the #acusbox if you received it free with purchases of 2 or more boxes and you are keeping fewer than 2. The price of the colored box is €3.90.

The price if you want us to collect the box from your home by sending a courier is €5.50.

Balboa Anniversary 3x2 Promotion - If you wish to return any of the promotional items, the promotion will be forfeited. You will have to either return all the items and receive a refund, or pay the full price for the remaining items. Example: You purchase one item for €45, another for €40, and one free item (worth €35), for a total of €85 paid for three items. If you wish to return the promotional offer, you must return all three items unopened and within the return period, and you will receive a refund. If you only wish to return the €40 item, the promotion will be forfeited, and you will be charged the full price for the remaining items (€45 + €35 = €80). Therefore, the refund would be €5 (€85 - €80 = €5). Under no circumstances can you exchange the returned item for a product of the same value (€40), as the promotion does not allow exchanges or returns. If you wish to make any changes or returns, you will lose the benefits of the promotion.

50% Off the Second Item Promotion - Website Anniversary . This promotion is the same as the previous one . If you wish to return either of the two promotional items, this offer will be forfeited. You will have to either return all the items (unopened) for a refund, or pay the full price for the item you are keeping. Under no circumstances can it be exchanged for a product of the same value, as it was obtained at a lower price thanks to a promotion that is no longer valid.

If you wish to make any changes or returns, you will lose the benefits of the promotion.

Surprise Box Promotion - When you purchase a subscription box, a monthly box, or a special box (Christmas, Three Kings Day, Valentine's Day, Mother's Day, Summer Special, etc.), you can return the entire box and receive a refund of the price paid, excluding shipping costs, upon receipt of the returned product. This is provided the products have not been opened from their packaging and are within the specified timeframe.

If the customer wishes to keep any of the items, the price of those products will be the price displayed on the website at the time of the return request. For example, if a €100 box containing €180 worth of products is purchased and the customer decides to return all but two items, the price charged will be the regular price of those two items (without any promotional offer, as displayed on the website). The customer will be refunded the difference between the €100 paid and the current value of the items they are keeping. This refund will be processed within 14 days of receiving the returned products in the same condition as when they were sent.

Gift Promotion with Purchases Over X - If an order includes a FREE gift, and the customer decides to return part or all of that order, the gift must be returned along with the items being returned. Only if the value of the products the customer decides to keep is inherently higher than the promotional value required to obtain the gift, can they keep it. For example: A free pendant with purchases over €50. A customer buys two products, one for €55 and one for €30, and decides to return the €55 item. The value of the items they keep is less than the minimum required by the promotion to obtain the free gift, so the customer must return the gift to ACUS. If the returned product is the €30 item, keeping the €55 item, the latter meets the requirement of purchases exceeding €50, and therefore they can keep the gift.

Free shipping_ If an order has a FREE SHIPPING promotion, and the customer decides to return part or all of that order, the shipping cost will be deducted from the refund amount if the products that the customer ultimately keeps do not reach the minimum amount required by the promotion to have obtained said free shipping.

Taras flea market promotion: NO exchanges or returns.

Of course, for all promotional offers where exchanges and returns are accepted, the following conditions must be met:

• The packaging must not have been opened.
• Whether you are within the return period (14 days after receiving the package) or the period for a voucher or exchange (30 days after receiving the package).

Halloween Mystery Boxes Promotion

Fill out this form here and request a refund for a voucher or an exchange by paying the difference. It is mandatory to complete this form.

• NO REFUNDS

You can send it to us by dropping it off for free at one of our stores after filling out the form , or you can send it yourself ensuring that it arrives correctly, or for €5.50 we can send a courier to pick it up.

You can choose between:

– A voucher for the price paid for the box to use whenever you want on the ACUS website or physical stores in Madrid, Valencia and Seville.

– an exchange for another model paying the actual difference between what you paid and the price shown on the website (-10% for the use of the voucher you received when you bought the box) with shipping included (what is not included is the courier to pick it up from your home if you choose it: €5.50)

If you received free shipping on a larger purchase and return an item, the cost of the first shipment (€4.99) will be deducted from your voucher if you no longer meet the condition of having received free shipping. Please also note that if you return an item, you must include the #acusbox if you received it free with purchases of two or more boxes and are keeping fewer than two. The price of the colored box is €4.50.

Of course, in all cases the following conditions must be met:

• The packaging must not have been opened.
• You are within the period for a voucher or exchange (30 days after receiving the package).

No, a product made to order, made to order or personalized, does not allow exchange or returns since we make it for you.

1. Returns

If the customer is not satisfied with the purchase, they can request an exchange or return through the following form within 15 days of receiving the order to obtain a refund, or within 30 days to obtain an exchange or voucher with no expiration date.

Once the return has been accepted via email and after completing the form and meeting the indicated conditions (deadline and unopened product), the Customer will have the following options:

• Option 1: Send the package to our office using the courier service of your choice. ACUS is not responsible for lost packages, and it is the customer's responsibility to choose a courier service that guarantees the package's safe arrival at our office.
• Option 2: Deliver the package through our official ACUS stores (not retail outlets with prior authorization by email).
• Option 3: Request that ACUS send a courier to your home and deliver the package to you, or deliver it to a GLS point (check the cost of the service).

The customer is responsible for the return shipping costs and assumes the risk that the product must arrive in perfect condition.

The Customer must return the order in the same condition in which it was received.

You must return the product using and including all original packaging, instructions, and any other accompanying documents (extra nuts, cleaning cloths, etc.), as well as the original order box. If the products do not arrive in perfect condition or are missing accessories, ACUS reserves the right to issue a partial refund, which you will be notified of.

The product must be in its original packaging (it must not have been opened) to guarantee that the products have not been used.

No returns or refunds will be issued if the product has been opened. ACUS guarantees that all our jewelry is new and unused; therefore, the protective seal on the box cannot be removed under any circumstances.

After accepting the return by the chosen method and receiving it, we will examine whether the product is eligible for a refund and is in the condition indicated.

Following this, the following options are presented to the Client, who may:

1. Exchange the product for another item at no extra cost in mainland Spain.
2. Have a voucher without expiration date for the amount paid, where this voucher includes shipping to the Peninsula.
3. The refund of the money paid for the product, excluding shipping costs.

The option to choose an exchange or the possibility of a voucher without expiration means that the price paid for the shipment is "not lost" as happens with a refund, since the shipping and expenses derived from the return are NOT refunded.

If a refund is desired, it will be made in the same way as the payment was made within a maximum of 14 days from the date of receipt of the package at our office.

For returns from the Canary Islands, Ceuta, and Melilla, as well as returns from abroad, the customer is responsible for ensuring the product arrives in the same condition as when it was delivered. Shipping costs will not be refunded, and in the case of vouchers without an expiration date, these costs are not included. A new shipment must be paid for if an exchange or voucher is desired.

Returns of damaged, defective products or incorrect deliveries

If the Customer receives a damaged or defective product upon receipt, or if the product received is not the one originally requested, they must contact us as soon as they notice the problem and we will proceed to resolve the situation, with ACUS assuming the costs.

To do this, the Customer must send photographs clearly showing the product defect. We will replace the product with a new one or issue a refund, if the Customer prefers, once we receive the package at our office. This shipment will be sent via courier arranged by ACUS to the Customer's address, or the Customer can deliver the package to a GLS collection point or official ACUS stores. The Customer can choose the option that best suits their needs.

Differences in color or shape compared to the image on the website will not be considered defects or incorrect products.

Changes

If the Customer believes that the color or shape does not match what they expected or needed, they can request a first exchange within 30 days of receiving the order.

To do this, you must fill out the form (here) and select that you want to make a change. The customer will be responsible for the cost of sending the product back to us, and we will send you a replacement.

For products purchased with a discount or special promotion, exchanges are not permitted; the only options are a voucher with no expiration date for the amount paid or a refund. (See more in the special promotions section).

If an exchange is made, it's as if a voucher is issued immediately for the amount paid and then used. Therefore, the exchange must be for a product of the same value as the original purchase price. That is, if the product was purchased at a discount, the exchange must be for the amount paid, not the current price. If the exchange is for a more expensive product, the difference must be paid. For example, a product priced at €40 is offered as part of a promotion, but the customer ultimately pays €35 plus shipping. If a return is made, €35 will be refunded. If a voucher is issued, it will be for €35 plus shipping. And if an exchange is requested, it must be for a €35 product, not a €40 product, and the difference (€5) must be paid. ACUS is not responsible for the customer's shipping costs to our office.