Refund policy
Return & Refund Policy — United States Market
Version June 2026 · joyascitlali.com
Returns and exchanges
- You have 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.
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.
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.
Damaged or lost in transit
If your order arrived damaged or was lost in transit, replacements and refunds are handled under our Shipping Policy, available in this same section of the store.
Questions
Email: contacto@joyascitlali.com.mx · WhatsApp: +52 33 1084 9786 · Monday to Friday, 9:00 a.m. to 6:00 p.m. (CT).