¨FAQs¨
FREQUENTLY ASKED QUESTIONS
How can I make a purchase?
Go to our website www.sophiajoyeria.com, find the available references by product line, select them, and add them to your shopping cart. Our product lines are:
- Silver jewelry.
- Silver jewelry with raw emeralds.
- Gold-plated silver jewelry.
- Gold-plated silver jewelry with raw emeralds.
How can I pay for my purchases?
On our website www.sophiajoyeria.com, you can pay with Mercado Pago, credit cards, debit cards, and/or through PSE. Some banks require special validations, such as activating online services, setting up secondary passwords, authorizing certain purchase amounts online, among others. Please confirm all this information with your bank.
What should I do if there is an interruption while completing the purchase transaction?
You can contact our customer service line at +573116023316, write to us at info@sophiajoyeria.com, or call your bank.
Do you ship to all municipalities in Colombia?
We ship nationwide using different carriers to reach every part of Colombia.
Can I request that my purchase be shipped to an address other than my home?
Yes, you can. When entering the shipping information, an option appears that says: “Would you like to use the same billing information for shipping?” If the address is different, enter the address where you would like to receive your purchase.
How long will my order take to arrive?
The estimated delivery time ranges from 2 to 5 days to major cities and from 5 to 10 days to municipalities, depending on your location; this is subject to the carrier. Delivery times may increase in situations beyond the control of Sophia joyería S.A.S or the carrier, such as weather conditions, public order issues, peak seasons, among others.
How can I check the status of my order?
When we process your order, a tracking number is generated and sent to the email address you provided at the time of purchase. You can use this number to track your shipment.
Do you ship to other countries?
Currently, we do not ship to other countries for online purchases. We are working to offer this service.
Refunds (if applicable)
Exchanges must be requested from Customer Service by emailing info@sophiajoyeria.com and calling the Sophia joyería S.A.S line at +573116023316 from Monday to Friday, 10:00 am to 6:00 pm, and Saturdays from 10:00 am to 3:00 pm, or through our website www.sophiajoyeria.com in the Contact Us section. Once your return has been received and inspected, we will send you an email to notify you that we have received the returned item. We will also notify you whether the refund has been approved or rejected. You must provide the invoice as proof of purchase.
If approved, the refund will be processed, and a credit will be automatically applied to your credit card or original payment method within 30 days of receiving your return.
Warranty
Our items have a 30-day warranty starting from the date you receive the product. In the event of a warranty claim, our quality department will review it and determine the issue.
If the item can be repaired, it will be sent for repair; otherwise, it will be exchanged. Warranty claims must be requested from Customer Service by emailing info@sophiajoyeria.com and calling the Sophia joyería S.A.S line at +573116023316 from Monday to Friday, 10:00 am to 6:00 pm, and Saturdays from 10:00 am to 3:00 pm, or through our website www.sophiajoyeria.com in the Contact Us section. You must provide the invoice as proof of purchase.
EXCHANGES
Exchanges (if applicable)
We only offer exchanges for defective or damaged items, provided the exchange is requested within 30 days of receiving the product. You must send a copy of the purchase invoice. Requests received after 30 days will not be accepted. Exchanges must be requested from Customer Service by emailing info@sophiajoyeria.com and calling the Sophia joyería S.A.S line at +573116023316 from Monday to Friday, 10:00 am to 6:00 pm, and Saturdays from 10:00 am to 3:00 pm, or through our website www.sophiajoyeria.com in the Contact Us section. You must provide the invoice as proof of purchase. Additionally, whenever a return is made, you must provide an email address for us to send the relevant notifications.
NOTE: Items purchased on SALE or at a DISCOUNT cannot be exchanged.
Returns
Our return policy allows for returns within 8 business days of receiving the product. For a return to be accepted, the product must be returned in the same condition in which it was received, including packaging and tags; you must keep the original packaging, and the product must not have been used. Sophia joyería S.A.S reserves the right to accept exchanges and returns after reviewing each case. You must attach a copy or the original purchase invoice and send the garment or item to Carrera 27ª #66-30 C. comercial Sancancio, level 7, local 752, in Manizales, and call the phone line at +573116023316, providing an email address for us to send the relevant notifications.
NOTE: Items purchased on SALE or at a DISCOUNT cannot be exchanged.
Right of withdrawal
Based on the right of withdrawal established by Law 1480 of 2011, Article 47, the maximum period for exercising this right is 5 business days from the date the product is delivered. The product must be returned in the same condition in which it was received, including packaging, tags, etc. Attach a copy or the original purchase invoice. Shipping costs and any other expenses incurred during the return will be borne by the buyer (customer). Send an email to Customer Service at info@sophiajoyeria.com or call the Sophia joyería S.A.S line at +573116023316 from Monday to Friday, 10:00 am to 6:00 pm, and Saturdays from 10:00 am to 3:00 pm, or visit our website www.sophiajoyeria.com in the Contact Us section.
Once all the conditions mentioned have been met, Sophia joyería S.A.S will refund the full amount paid, without deductions or withholdings. The refund must be issued within 30 calendar days.
In accordance with numeral 7 of Article 47 of Law 1480, personal items are exempt from the right of withdrawal.
DELIVERIES
How long will my order take to arrive?
The estimated delivery time ranges from 2 to 5 days to major cities and from 5 to 10 days to municipalities, depending on your location; this is subject to the carrier. Delivery times may increase in situations beyond the control of Sophia joyería S.A.S or the carrier, such as weather conditions, public order issues, peak seasons, among others.
Why is my order delayed?
At Sophia joyería S.A.S, our priority is for you to enjoy your products as soon as possible. However, events beyond our control may occasionally occur and delay the shipment of your order:
- Incomplete address
- Lack of address references
- Payment issues with your order
- Incidents during the delivery process
- Weather conditions
- Public order issues
- Among others.
How can I check the status of my order and delivery?
When we process your order, a tracking number is generated and sent to the email address you provided at the time of purchase. You can use this number to track your shipment.
How much are the shipping costs?
The buyer (customer) will bear the shipping cost, which ranges from $7,500 to $35,000 depending on the destination.
What should I do if I still have not received my order?
The estimated delivery time ranges from 2 to 5 days to major cities and from 5 to 10 days to municipalities, depending on your location; this is subject to the carrier.
If this period has passed or if you detect any delivery issues, please contact Customer Service at info@sophiajoyeria.com or call the Sophia joyería S.A.S line at +573116023316 from Monday to Friday, 10:00 am to 6:00 pm, and Saturdays from 10:00 am to 3:00 pm, or visit our website www.sophiajoyeria.com in the Contact Us section.
What should I do if I have received the wrong product?
If Sophia joyería S.A.S has sent an item other than the one requested, you must contact our Customer Service Center at +573116023316 to start a return process.
What should I do if my order arrives with signs of tampering?
At Sophia joyería S.A.S, the integrity of our products is very important, so they are shipped in sealed bags. If our logistics partner delivers your order with signs of tampering or alteration, please reject the package, take photographic evidence, and contact our Customer Service Center immediately at +573116023316.
What should I do if my order arrives incomplete?
If your order arrives incomplete and without signs of tampering, please contact our Customer Service Center immediately at +573116023316 to start an investigation.
My order is marked as delivered, but I have not received it. What can I do?
Sophia joyería S.A.S invites you to continuously track your order to detect and report any issues. If your order is marked as delivered in the tracking system but you have not physically received it, you must call the line at +573116023316 within the first 10 calendar days from the delivery date so that we can start an investigation.
Can I clarify my delivery address directly with the courier?
For any questions about your order, we suggest you contact our customer service department directly at +573116023316.
Can I change the delivery address for my order?
Yes, you can. When entering the shipping information, an option appears that says: “Would you like to use the same billing information for shipping?” If the address is different, enter the address where you would like to receive your purchase.
PAYMENTS
How can I pay?
On our website www.sophiajoyeria.com, you can pay with credit cards and debit cards through PSE. Some banks require special validations, such as activating online services, setting up secondary passwords, authorizing certain purchase amounts online, among others. Please confirm all this information with your bank.
What payment methods are accepted?
You can pay with your Visa, MasterCard, or American Express debit or credit card, or by bank transfer through PSE.
I received a cancellation notice due to non-payment, but I did pay. What can I do?
If your order is canceled due to non-payment and you did make the payment within the time stipulated by the platform, please contact our Customer Service Center at info@sophiajoyeria.com or call the Sophia joyería S.A.S line at +573116023316 and have proof of payment ready, as this evidence will be essential to start the claim.
How can I request a correction to my invoice?
Unfortunately, this document cannot be modified once it has been issued with the information originally entered at the time of purchase. This is why we suggest you review all shipping and billing information before finalizing your order.
What can I do if I did not receive my invoice?
To request a copy of your invoice, you must contact our Customer Service Center at info@sophiajoyeria.com or call the Sophia joyería S.A.S line at +573116023316, providing your order number. Within no more than 72 business hours, you will receive the requested invoice by email. It is important to mention that invoices for purchases made in our online store www.sophiajoyeria.com can only be issued through these channels.
TERMS AND CONDITIONS
Sophia joyería S.A.S is an online store with a physical presence in Manizales and several cities in the country. Likewise, any physical correspondence can be sent to our address in Manizales at Carrera 27ª #66-30 C. comercial Sancancio, level 7, local 752.
Any request, petition, complaint, or claim related to development, execution, or fulfillment will be handled exclusively through our customer service channels found at https://www.sophiajoyeria.com in the Contact Us section.
