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FREQUENT QUESTIONS

How can I know the status of my order?

Once you have made the purchase online, you will receive a confirmation email with all the details of your order. This way you can know exactly what items you ordered and how much you paid for them. We recommend that you keep it as it will serve as proof for future doubts or clarifications. Likewise, we will contact you the day your order leaves our offices, so that you can track the tracking number and know exactly what day it will arrive at your home.

Can I modify my order?

If you want to modify your order, it must be done before it leaves our offices. Just contact us by email or phone and we will take care of everything else. If the value of the substitute product is greater, payment can be made by bank transfer or by card using a Paypal payment  method that will arrive in your email. If the value of the substitute product is less, we will refund the difference or you will receive a coupon with the value of the difference.

How I can cancel my order?

If you have not received your order, and it has not yet left our warehouse, you can cancel it simply by contacting us. The money will be returned to you within 24 hours without additional complications. If you already received the order, then you will have to make a return. For more information about the return process, see section CHANGES AND RETURNS

When will I receive my order?

Once your order is approved, we will inform you of the delivery deadline by email. In case of any problem or delay, we will notify you in advance. We will contact you by mail the day your order leaves our offices along with the tracking number so that you know when your order will arrive. We work with external parcel services, so we cannot guarantee a specific schedule. Delivery time is between 9am and 8pm.

What is the cost of shipping?

The cost of shipping may vary depending on the delivery address. You can see the cost of your shipment in the cart once you have added the products you want to buy and informing your zip code . We remind you that we only deliver to homes within Mexico.

Do you have physical collection points?

If you live in Mexico City you can select the "Store Pickup" option and you will receive a confirmation from us so that you can go to one of our own points of sale to pick up your order. If you choose this option, we ask you to inform us on what day you would pick up your order so that we can have everything ready as soon as possible.

Can I change my address or delivery date?

Of course! Contact us if your order has not left our offices and we can make the change. If you change the delivery city, it is likely that the shipping charge will also change. For the delivery date it may be difficult to deliver earlier since we depend on an external parcel service, but if you want to postpone the delivery there will be no problem. 

Other questions about your order:

If you have more questions about your order, you can contact us at info@jacobotoledo.com and we will gladly follow up. 

Mi Pedido

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Pagos y Facturación

Are my payments made on the jacobotoledo.com site secure?

We take security very seriously. All payments made in our online store are processed through an external service provided by  Paypal . Paypal is a company internationally recognized for the security it provides to its customers in all transactions made online. Both we and you, our client, are protected against any eventuality. 

What are the payment methods?

We offer you the possibility of choosing the payment method of your choice: With any credit/debit card (processed with Paypal), directly with your Paypal account, bank transfer or cash deposit at a Banamex or BBVA Bancomer branch.  If you live in Mexico City and want to make your payment in cash, please contact us. 

Can I pay monthly without interest?

Yes. We accept 3 months without interest on all purchases over 2,000 MXN with Paypal. When the system detects the amount, it will offer you the option to defer to months without interest._cc781905-5cde-3194-bb3b -136bad5cf58d_If you don't have a PayPal account yet, don't worry, it's very easy to create one. You can do it at the time of your purchase. 

How can I request an electronic invoice for my purchase?

Once your purchase is complete, send us your complete tax information by email to facturacion@jacobotoledo.com or through our contact form_cc781905-5cde-3194-bb3b-158d_bad5cful Remember to include all the necessary information (RFC, business name, full fiscal address, order number and your email) You will have 5 business days from the purchase to request your electronic invoice. Invoices will be issued from Monday to Friday from 9:00 a.m. to 6:00 p.m.

How can I return an item that I purchased?

We know that is something that can happen. If you purchased your part directly from us you have a maximum repentance period of 5 days from the time of delivery.

You can make the return at any of our own points of sale or request a collection at your address (for online purchases). original, in the same condition in which you received it (otherwise, we will not be able to make the return/refund).

If you purchased your piece through our authorized retailers, consult the return policies directly with them. More information: info@jacobotoledo.com

I want to exchange my piece for another. How do I do it?

If you require another size, color or simply another piece that you like the most, you can request the change within 5 calendar days after delivery. To minimize the inconvenience for you, every time we make an exchange, we make the delivery of the new product together with the collection of the product that you are returning.

 

If there is a difference in prices, we will request the corresponding payment through Paypal to your email or we will make a refund to your bank account for the difference if it were the case._cc781905-5cde-3194-bb3b- 136bad5cf58d_

The product that arrived is not the one that I had ordered

Don't worry! We work to offer you the best service but we know that mistakes can happen. Contact us and we will resolve the issue as soon as possible. We will investigate what happened and organize the change so that you receive your order without further setbacks. 

The product arrived damaged or has a manufacturing defect

If the product you purchased arrived damaged or defective, we ask you please take photos of the product showing the damage and send them to our email: info@jacobotoledo.com with a description and your order_number . We will analyze the problem immediately, and once the damage is confirmed, we will proceed to resolve the incident. You can request the exchange of the part for one in good condition or the full refund of your purchase. Just remember that at the time of collection, the product must be in its original packaging, in the same conditions as which you received.

How does the refund work?

Our return policy contemplates reimbursement only for products that have manufacturing defects. If this is not your case, we can offer you a credit note with the value of your purchase to be valid at any time at our own points of sale. 

Refunds are made only by electronic transfer to the bank account you indicate. 

Cambios y Devoluciones

Do JACOBO TOLEDO products have a guarantee?

Of course! JACOBO TOLEDO products are guaranteed for 6 months from the date of purchase against any manufacturing defect or malfunction of their systems. The guarantee will not apply to products that have been used incorrectly or has made any changes to them, as well as theft or total or partial loss of the part or its components. 

 

The guarantee will lose its validity in case of defects or deterioration caused by external factors such as scratches, bumps, wear or improper use. For such cases, JACOBO TOLEDO offers you repair services and polishing of parts whose cost will be evaluated specifically for each case. 

Products modified or repaired by the User or any other person not authorized by JACOBO TOLEDO are excluded from the guarantee.

My silver piece turned black What do I do?

Silver is a precious metal that by nature tends to oxidize and acquire a color between yellow and black. This process has to do with natural factors such as the environment, contact with the skin, the Ph of creams and lotions, among others. For such cases, we offer you the cleaning and antioxidant treatment service free of charge at our own points of sale. 

 

Just take tus pieces to any of our own points of sale and depending on how dirty the pieces are, they can be cleaned while you wait or else_cc781905-5cde-3194-bb3b -136bad5cf58d_in a period of approximately 5 business days to be sent to our cleaning center. 

I want to re-polish my piece. How much does it cost?

Jewelry pieces can deteriorate with daily use. If your piece has bumps or scratches and you want to give it maintenance, you can take it to any of our own points of sale and they will be evaluated to give you a maintenance quote. The delivery time will depend on the complexity of the case.

Can I bring my pieces to have them done fixes?

Of course! If you had an accident with your pieces and they require some kind of repair, take them to any of our own points of sale or send us photos explaining the case (if you are from the interior of the Republic) and we will evaluate the pieces to prepare a repair quote. . The delivery time will depend on the complexity of the composure.

My piece had a different metal coating but it fell off What do I do?

A metal plating (gold, rose gold, platinum, rhodium, etc.) is a thin layer of metal that covers the surface of parts. Naturally, with use, the coating falls off, exposing the base metal. Our products are guaranteed in metal baths. Simply take your pieces to any of our own points of sale and request the replacement service for the original metal plating of the piece you purchased.

Garantía del Producto

How do I keep up to date with promotions?

Very easy! Sign up for our newsletter and you will be one of the first to find out about our promotions and launches. In addition, by belonging to the database you can receive exclusive promotions and invitations to company events such as collection launches, fashion shows and special sales.

I have a discount coupon. How do I make it valid?

It is also very easy. When you finish adding items to your shopping bag, enter the discount coupon code at checkout and that's it! The discount coupons apply only in our online store www.jacobotoledo .com

Are the advertised promotions valid everywhere?

The validity of the promotions announced both on our website and on our social networks will be specified in each published promotion. What we can assure you is that all promotions will be valid only at our own points of sale (not retailers) unless otherwise indicated in the Terms and Conditions of said promotion.

Promociones

Where else can I buy JACOBO TOLEDO products?

Our products are for sale directly on our website www.jacobotoledo.com, at our own points of sale and some authorized retailers. At the moment our points of sale are only in Mexico City, but if you are from the interior of the Republic you can buy in our online store, we ship to the entire Republic. The list of the points of sale la you will find here .

Do you have a physical store?

Yes! And we will be very happy to welcome you there. We like to pamper our customers, in the store you will receive the best attention but if you want personalized attention you can make an appointment at info@jacobotoledo.com and one of us will receive you personally.

I have a store and I would like to sell your products

We'd love to hear from you, send us an email to info@jacobotoledo.com with more information and we'll get back to you as soon as we can. 

Puntos de Venta

What products are available for purchase online?

All our models are available for you to purchase in our online store. Perhaps some are not currently in stock but we will manufacture them especially for you. In any case, we will notify you of the waiting time for the delivery of the product.

I want more details about a product

You are in the right place. We love to talk about our pieces as each one has a story to tell. If you want to know more about a specific model, contact us through our contact form   and ask us the questions you want, we will gladly answer them all. 

Why expose the manufacturing cost of each piece?

Our brand philosophy is based on values such as honesty and respect. We want to share all this information with you because we believe that you have the right to know what you pay, how much the products we produce cost and where they come from. In this way we contribute to the appreciation of Mexican design.

I want a custom made piece

If you like any of our models and you do not find your size available, do not worry, we can make any of our pieces tailored to our customers. Write to us at info@jacobotoledo.com to follow up and be able to offer you the best service.

I want an exclusive design piece for me

We want to thank you for trusting our work. We love developing custom projects! If you are looking for something special and designed specifically for you, we have just what you need. Through our design studio JT Design Studio we can develop the entire project for you. Write us and tell us what you have in mind, we will contact you as soon as possible. 

Dudas de Producto

What is the use of subscribing to the newsletter?

If you want to receive promotions and new releases before anyone else, as well as invitations to events of the firm y exclusive promotions, we invite you to subscribe to our database. In this way we can be in contact with you and inform you of the news of the firm that interest you. 

If we get fed up with you and at any time you want to stop receiving the information, you can do so easily by clicking where it says "Unsubscribe from this list" or "Unsubscribe from this list" in any of the emails we send you._cc781905-5cde-3194- bb3b-136bad5cf58d_

How do I know that my data is protected?

For us, the security of your information is very important, so we invite you to read our Privacy Notice and learn about the treatment given to the information and what rights you have by law to protect your data._cc781905-5cde- 3194-bb3b-136bad5cf58d_

Newsletter

Who designs the collections?

All products are designed and/or supervised by our founders Rai Jacob and Manuel Toledo. We love collaboration, which is why some products or collections have or have had the participation of guest artists or designers.

Where are the parts made?

We believe that our country has the talent and capacity to offer international quality products, for this reason we are committed to creating jobs and recognizing Mexican manual and artisan work. All our products are manufactured mainly in different workshops in Mexico City.

I want to be part of JACOBO TOLEDO

We will love to hear from you! Write us and send us your CV to info@jacobotoledo.com and we will contact you. 

Nuestro Equipo
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