FAQ
Frequently asked questions about the purchase process
SHOPPING GUIDE
Shopping guide
1. Choose the products you want to buy and add them to the shopping cart ( Add to cart button). Remember to put the amount in the box above. You can view products by product category or collection.
2. When your cart is ready and you are ready to checkout, go to Cart (top right) or View Cart on the product page.
3. On the Shopping Cart page you can add or remove products. You can also add a note to the order.
4. Select the option Finish order or Pay with Paypal .
5. Complete the customer and shipping information form. This is the time to enter the discount code/gift card.
Problems with the pay
If you have problems with the credit card payment:
- Make sure that all the information is correct: card number, expiration date and CVC.
- Check the expiration date of the card.
I have a gift card
Gift cards do not expire. You can use your gift card online and in store.
The gift card is associated with a customer through an email. If you can't find the card, you can ask us to send it to you again. For this we will need the complete buyer's e-mail.
If you buy a gift card online you can use it on our website and in the physical store in Barcelona. To be able to use a gift card in our store in Mallorca you must contact us or buy it directly in the store.
To make a gift card payment
Online: you must enter the code that appears when opening the gift card (see run - open gift card) in the last step of the purchase process.
In a physical store: you must open the gift card and show the QR code at the time of payment.
If you do not use the full balance, the remaining amount stays on that same gift card and does not expire. It is credit you have in store.
Frequently questions about shipments
SHIPMENTS
Where do the orders come from?
All online orders are carefully prepared in our Barcelona store. We have daily collections scheduled with all the courier companies we work with: Correos, Correos Express and UPS.
How long does an order take?
We try to prepare all packages within a maximum period of 24 hours after receiving the order confirmation. Some special orders may take up to 48 hours.
We offer two types of national and international shipments: Standard and Express.
National standard: 2 to 5 business days
National Express: 48-72h.
International standard: Depends on the country of destination, maximum 20 days.
International express: 72h.
Heylove is not responsible for possible delays by transport companies.
Where I can get my order?
Any valid address.
Heylove is not responsible for any type of error in the delivery address. In the event that the address is incorrect and the delivery cannot be made within the established period and/or the return is made by the courier company, the customer will be responsible for the new shipping cost.
How do I locate my order?
You will receive an e-mail with all the information once we have made the shipment. In the same email you can access the tracking through a link. For any questions you can contact us by email at sales@heylove.es
Product FAQs
PRODUCTS
Where can I find heylove products?
All products are available in our online store www.heylove.es
You can also come and see our products at our physical stores in Madrid, Palma de Mallorca & Barcelona.
C/ Hermosilla 49, 28001 Madrid
C/ Paraires 29, 07001 Palma de Mallorca
C/ Buenos Aires 44, 08036 Barcelona
Prices
All our prices include VAT.
What material is the jewelry made of?
In the description of each product you can see the material with which they are made. Most of our jewels are based on 925 sterling silver and are plated with 18k gold or rhodium plated. We also have jewelry made of 18k gold-plated steel and bronze.
We use natural minerals and zirconia/similar stones in many of our products. You can see in the product specifications which stones we have used.
How long does the gold bath last?
It depends on many factors
The gold-plated finish fades over time for various reasons: contact with the skin, use of cosmetic products such as perfumes, contact with water and rubbing against other materials. To maintain the bathroom you must store your jewelry in individual bags and, above all, do not wet them.
Avoid contact with any abrasive liquid such as alcohol. The rings can lose their bath in a short time due to the use of hydroalcoholic gel.
Can I shower with the jewelry?
Gold-plated silver: It is better that you do not do it to keep the gold. If you forget one day, nothing happens! but if you do it regularly, you will see a difference between a new one and one that you have wet.
Steel: although it is not recommended, the bathroom holds a lot. We could say that it is almost waterproof but we never recommend continuous use under water.
Do you make custom jewelry?
I think you will love our collection... but you can write to us at hola@heylove.es if you have a very specific idea and we will try to make it come true.
I want a product that is out of stock
We update the stock every day. If the product you want is out of stock, you can write to us so that we can send you a purchase link to sales@heylove.es
I have received an earring and it does not close
Hoop earrings can become unadjusted due to use. You will see that the hoop has a finer art that fits with the other. Raise the thin stick until it clicks again (carefully). voila! fixed up. This happens because silver is moldable and sometimes we use more force than is necessary to close an earring.
FREQUENTLY ASKED QUESTIONS ABOUT EXCHANGES AND RETURNS
RETURNS & EXCHANGES
Can I change a product?
The deadline to make a change is 30 calendar days.
The steps to follow to make the change are:
1. Write us an e-mail to confirm the change to sales@heylove.es
2. Prepare the package as it arrived (original packaging) and send it to us at the following address:
heylove barcelona
C/ Buenos Aires 44, local 6
08036 Barcelona, Spain
T. 639262866
The package must contain a note with the order number, exchange reference and the new product you want.
3. Once we receive the package we will proceed to make the change. You will receive an e-mail with the order change and you will have to pay the difference in price (if any) and the new shipping costs.
We do not accept changes of earrings for hygiene reasons.
Can I return the products?
You have 30 days to return any* product you are not satisfied with. In this case, you must inform us beforehand by e-mail and we will refund the money for the order (less shipping costs) in the form of a VOUCHER that you can use in the online store or in our store. This voucher will not have an expiration date.
We do not accept returns of earrings for hygiene reasons.
Requirements to make changes and returns
Requirements to make a change online and in store:
1. Have the reference or purchase ticket.
2. Products must be in their original packaging.
3. The products cannot be used.
4. Meet the 30-day deadline.
We do not change or return earrings for hygiene reasons.
What happens if I receive a defective product?
It is unusual because we review all the jewelry we pack in our store one by one.
If it happens to you... You should send us an email as soon as possible to sales@heylove.es . The e-mail must contain the reference of the order and you must attach images that the jewels have arrived defective (photo of the moment of opening the package).
PAYMENTS AND DISCOUNTS
What forms of payment do you accept?
Online: Any type of credit card (including AMEX) & Paypal.
Physical store: Any type of credit card (including AMEX) & cash.
If you want to pay by bizum or transfer you can send us an email to sales@heylove.es
How do I use a discount code?
Discount codes are entered at checkout. You will see that there is a box to put the code. Update the cart to see the final price. Only 1 discount code can be used per purchase.
Promotions are not cumulative except for free shipping on orders +€60.