Exchanges and returns

If you need to exchange or return a piece, you have 14 calendar days from receiving your order to let us know.

Conditions

  • The piece must be unused and in perfect condition.
  • It must be returned in its complete original packaging.
  • Personalised pieces cannot be exchanged or returned.
  • Pieces that have been worn, altered or damaged cannot be accepted.

How to request it

Write to us at hola@brotjewellery.com with your name, email, order number, the piece you want to return or exchange and, if you like, the reason. We will reply with the next steps.

How to send it back

  1. Shipping at your own expense to: Calle Ferlandina 32, Bajo C, 08001 Barcelona, Spain.
  2. Collection arranged by BROT (Spain and the EU only; the cost is deducted from your refund).
  3. In person at our studio, by appointment: Calle Ferlandina 32, Bajo C, 08001 Barcelona.

Exchanges

  • The first exchange on orders to Spain (mainland and the Balearic Islands) is free: you pay the return shipping, we pay to send the new piece.
  • If the new piece costs more, you will need to pay the difference.
  • If it costs less, you can choose between a voucher (valid for 12 months) or a partial refund.
  • For further exchanges, or for international orders, all shipping costs are paid by the customer.

Refunds

  • Refunds are made to the original payment method.
  • They are processed within 14 days of receiving the piece or valid proof of shipment.
  • Return shipping is paid by the customer, except in the case of an error or defect attributable to BROT.

Sale items

Discounted or promotional pieces can be exchanged or returned under the same conditions. If you exchange for a different size or variant of the same piece, we keep the original price even if it is no longer on sale.

Warranty

All our pieces come with a three-year legal warranty. It covers manufacturing defects, but not damage from knocks, wear, misuse or contact with chemicals. If you notice a defect, write to us with photos and details and we will tell you how to proceed.

Workshops

Your place is confirmed once payment is complete, and by booking you accept our cancellation policy:

  • We do not offer refunds once a place has been booked.
  • If you cancel at least 7 days in advance, you can:
    • move your place to another session (subject to availability), or
    • receive a voucher for the amount paid, valid for 6 months.
  • With less than 7 days' notice, changes and vouchers are not possible.
  • You can give your place to someone else with at least 24 hours' notice.
  • If BROT cancels or changes the date, you can choose between a full refund or a new date.

Any questions?

All of this is set out in full in our General Conditions. For anything else, write to us at hola@brotjewellery.com.