Shipping policy

1. Delivery area

Malalma initially ships exclusively to addresses located in mainland Spain. Deliveries to the Balearic Islands, Canary Islands, Ceuta, Melilla or outside mainland Spain are not currently accepted. If the system mistakenly allows an uncovered address, Malalma will contact the buyer and cancel the order with a full refund if no agreed alternative is available.

2. Preparation and delivery time

The expected total time to prepare, manufacture where applicable, and deliver the order is five weeks from order and payment confirmation, unless the product page or purchase confirmation expressly states a different time.

This period reflects that certain jewels are made to order. Dates are good-faith estimates, but the communicated and accepted period forms part of the contract and may not be extended indefinitely by a generic reservation.

3. Delays

Demand, material availability, quality controls, carrier incidents or other circumstances may cause delays. If Malalma expects not to meet the agreed period, it will inform the buyer as soon as reasonably possible, explain the issue and propose a new date or a reasonable additional period.

If Malalma does not deliver within the agreed period, the buyer may request delivery within an additional period appropriate to the circumstances. If that period is not met, the buyer may terminate the contract and obtain a refund without delay. An additional period will not be required when Malalma refuses to deliver or when delivery on the agreed date is essential and was communicated and accepted before purchase.

4. Shipping costs

Shipping costs will be free of charge and shown clearly before the buyer confirms the order. Any additional service will require express consent and will not be added through preselected options.

5. Delivery address and details

The buyer must verify that the name, address, postal code, telephone number and other delivery details are correct. To request a correction, the buyer must write as soon as possible to [EMAIL DE ATENCIÓN], indicating the order number.

If the order has not yet been shipped, Malalma will try to update the details. If it is already in transit, any change will depend on the carrier and may generate an additional cost, which will only be charged when it arises from incorrect details provided by the buyer and its amount has been previously communicated.

6. Shipment and tracking

Shipment will be made through postal mail or private transport services. When available, the buyer will receive a shipping confirmation and a tracking number or link. A temporary absence of tracking updates does not by itself imply loss of the package.

7. Delivery

Delivery will be made to the address stated in the order. It may be received by the buyer or by an authorized person present at the address, in accordance with the carrier’s reasonable identification and security procedures.

The risk of loss or damage passes when the buyer, or a third party indicated by the buyer other than the carrier, obtains physical possession of the product. If the buyer independently hires a carrier not offered by Malalma, the risk passes when the product is handed over to that carrier, under the applicable legal terms.

8. Delivery attempts and uncollected orders

If delivery cannot be completed, the carrier may make new attempts, leave the order at an authorized point or return it to Malalma, depending on the service conditions. The buyer must follow the instructions received and respect the collection period.

When a package is returned due to repeated absence, failure to collect or incorrect details attributable to the buyer, Malalma will contact the buyer to agree on a new shipment or cancellation. Only direct, real and previously communicated costs that legally apply may be deducted or charged, without prejudice to the right of withdrawal where applicable.

9. Damaged package, damaged product or incorrect contents

If the packaging shows visible damage, the product arrives damaged or the content is incorrect, the buyer must contact Malalma as soon as possible at [EMAIL DE ATENCIÓN], including the order number and photographs when useful.

10. Lost shipment

If there are reasonable indications that the shipment has been lost, Malalma will review the incident with the carrier and inform the buyer of the available solution in accordance with consumer law.

11. Multiple orders

Orders placed separately may be shipped separately or together depending on preparation and logistics. Combining shipments does not alter the buyer’s rights.

12. Contact

For delivery questions or incidents, please write to [EMAIL DE ATENCIÓN].