Terms of service

CITLALI JOYAS — Terms of Sale, United States Market

Version June 2026 · joyascitlali.com

1. Our commitment to you

Every piece that leaves our workshop in Guadalajara carries with it more than five decades of craftsmanship — and a recipient: you. These terms are not fine print; they are the honest framework of how we work with you, from Mexico to wherever you are in the United States.

By completing a purchase at joyascitlali.com, you accept the terms described in this document.

2. Orders and confirmation

Your order is confirmed the moment you receive the purchase confirmation email with an order number. That number is your reference for any further communication with our team.

We review every order before processing the shipment. If we detect an issue — for example, an incomplete address or a payment inconsistency — we will contact you directly before proceeding.

Orders received after 12:00 p.m. (Guadalajara time, CT / GMT–6) are processed the next business day. Business days are Monday through Friday, 9:00 a.m. to 6:00 p.m., excluding official holidays in Mexico.

Citlali reserves the right to cancel orders that show signs of fraud or suspicious activity.

3. Prices, currency, and payment

All prices published in our store are expressed in Mexican pesos (MXN) and may change without notice.

We accept all payment methods enabled in our Shopify store, including major credit and debit cards. If for any reason your payment does not process correctly, your order will not be confirmed.

4. Returns and exchanges

We want you to love your Citlali jewel. To make sure you are fully satisfied with your purchase, we offer the following:

4.1 Returns, exchanges, or refunds

  • 15 calendar days from the delivery date confirmed by the carrier to request a return or exchange.
  • The piece must be unworn, in its original condition, and in its original packaging.
  • Personalized or engraved pieces are final sale and cannot be returned or exchanged.
  • Pieces purchased during our winter and summer sales, as well as gifts from active promotions, cannot be exchanged or refunded.

4.2 How to start a return

  • Contact us at contacto@joyascitlali.com.mx with your order number and the reason for your return.
  • We will provide a return authorization and instructions within 2 business days.
  • Jewelry must be shipped at your expense to our returns and exchanges center in the US; we will share the address once your return is authorized. Return shipping costs are on us if the return is due to a manufacturing defect or a shipping error on our part.
  • If you would like to exchange a product, you must ship it at your expense to our returns and exchanges center in the US and pay for a new shipment from Guadalajara.

4.3 Refunds

  • Once the piece is received and inspected, we process your refund within a maximum of 5 business days.
  • Refunds are issued to the original payment method. Your bank may take an additional 3 to 5 business days to reflect it in your account.
  • Original shipping costs are non-refundable.

5. Shipping and delivery times

5.1 Where we ship from

All orders are processed and dispatched from our distribution center in Guadalajara, Mexico. Shipping is handled through a logistics operator in Tijuana, who transfers the package to the United States Postal Service (USPS) or another courier service, which completes delivery to your address.

5.2 Delivery times

Processing time — verification, packing, and dispatch — is 2 to 3 business days from payment confirmation. Transit time is an additional 5 to 15 business days, depending on your location.

During high-demand seasons (Valentine's Day, Mother's Day, Hot Sale, Black Friday, Christmas, etc.), delivery times may be extended. We will let you know if there are significant delays with your order.

5.3 Tracking number

Once your order is dispatched, you will receive by email a first tracking number for the leg to Tijuana, and a second number once the package is in transit within the US. From that point on, delivery tracking is handled by the selected logistics operator.

5.4 Shipping responsibility

Citlali is responsible for your order until the moment it is handed over to the carrier in the US. From that point on, delivery times and service performance depend on the carrier.

Citlali is not responsible for delays caused by weather conditions, postal service disruptions, border inspections, or incorrect or incomplete addresses provided by the customer.

We do not deliver to P.O. Boxes. Please verify your shipping information before completing your order.

6. Packages damaged or lost in transit

6.1 Damaged items

If your order arrives with visible damage caused by handling during shipping, contact us within 5 business days of the delivery date recorded by the carrier.

  • Send photographic evidence of the packaging and the piece at the moment you received it.
  • We will evaluate the case and verify damage insurance with the carrier.
  • If the damage is confirmed, we will send a replacement piece at no additional cost within 15 business days of the carrier's confirmation.
  • All evaluations are at Citlali's discretion.

6.2 Lost packages

If the carrier confirms that a package was lost in transit, we will begin the verification process and, once confirmed, send a replacement piece or issue a full refund — whichever applies to each case — within 15 business days of confirmation.

If your order has shown no movement for 10 or more business days since dispatch, we recommend filing a report directly with the carrier. Keep in mind that USPS investigations can take up to 15 additional business days.

If you entered an incorrect address and that resulted in a wrong delivery, Citlali cannot be held responsible, and the case will not be considered lost or stolen. Please verify that your information is correct before confirming your order.

If tracking shows "Delivered" and you have not received your package, we recommend:

  • Checking with family members, neighbors, or front-desk staff.
  • Checking entrances, mailboxes, garages, or common areas of your building.
  • Contacting the carrier directly.
  • If the package still does not appear after these checks, write to us at contacto@joyascitlali.com.mx and we will help you follow up on the case.

7. Manufacturing warranty — Citlali Joyas Limited Warranty

Citlali's warranty is not a formality. It is a promise about the quality of what we make.

If a piece shows a failure originating in our manufacturing process — spontaneous fracture, defective soldering, deformation without external cause — we will replace it, with photographic evidence, within 5 business days of receiving the report.

What does the warranty cover?

  • Fracture, deformation without external cause, or jewelry with glued stones → Replacement with a new piece.
  • Natural wear from everyday use → Not covered. We will share a care guide for your piece.
  • Change of tone or oxidation → Not covered. We will send you cleaning instructions.
  • Damage from impact, accident, pulling, crushing, or improper use → Not covered. We offer repairs in our workshops (repair and shipping costs are the customer's responsibility).
  • Lost or stolen piece → Not covered. This is the customer's responsibility.

Citlali clause

Citlali sells handcrafted jewelry, and pieces may therefore show small variations in color, texture, weight, or finish. These variations are part of their handmade nature and do not constitute manufacturing defects.

How the warranty works

  • Write to us at contacto@joyascitlali.com.mx or via WhatsApp with clear photos of the piece and your order number.
  • We evaluate within a maximum of 5 business days.
  • If the warranty applies, we will give you a tracking number to send us the original piece, and we will then ship its replacement.
  • If it does not apply, we will guide you on the proper care of your piece.

What the warranty does NOT cover

  • Natural wear from everyday use.
  • Damage from impacts, drops, or accidents.
  • Changes in tone from contact with perfumes, chlorine, salt water, or chemicals.
  • Loss or theft of the piece.
  • Modifications or repairs performed by third parties outside Citlali.
  • Cleaning with silver acids.

8. Privacy and data protection

Citlali is committed to protecting your personal information. By making a purchase or registering a piece, you accept our Privacy Policy, available at joyascitlali.com.

In accordance with applicable US privacy laws, including the California Consumer Privacy Act (CCPA), you have the right to know what personal data we collect and how it is used, to request the deletion of your personal data, and to opt out of the sale of personal data. Citlali does not sell personal data to third parties.

To exercise any of these rights, contact us at contacto@joyascitlali.com.mx.

9. Customer service and contact

For any matter related to your order, warranty, or questions about your jewelry:

Email: contacto@joyascitlali.com.mx
WhatsApp: +52 33 1084 9786 · +52 1 33 2604 9960
Online store: joyascitlali.com
Customer service hours: Monday to Friday, 9:00 a.m. to 6:00 p.m. (CT, Guadalajara time)
Response time: Maximum 1 business day

10. Jurisdiction

In the event of any dispute arising from these terms or from a purchase made in our store, the parties will first seek a friendly, direct resolution. If no agreement is reached, both parties submit to the jurisdiction of the competent courts of Guadalajara, Jalisco, Mexico, waiving any other jurisdiction that may correspond to them.

11. Changes to these terms

Citlali reserves the right to update these terms when necessary. The current version will always be available in our online store. Orders are governed by the terms published at the time of purchase.