Frequently Asked Questions
Get answers to your queries here.
Our Products
Got questions related to our products? Get them answered here.
How do I know the gold is authentic?
Every piece we sell is stamped/hallmarked with "14K" or a "585" to certify its purity. Some items may include an additional stamp from the manufacture. With over 27 years of family experience in the gold market, we stand behind the authenticity of every gram we sell.
Is your Jewelry is solid 14K gold or gold-plated?
We only sell solid 14K gold. While some of our items are hollow or semi-solid. We do not sell gold-plated, gold-filled, or vermeil jewelry. Our pieces are designed to be heirlooms that hold their value and never tarnish.
Are prices affected by gold market fluctuations?
Yes. Gold prices fluctuate daily, so pricing may change based on the current gold market. However, we at Joyeria Serrano try our best to offer competitive price.s
What is your return policy?
Our return policy outlines the conditions under which you can return a product. Please refer to our return policy for specific details.
Ordering
Have questions regarding your orders? Find answers here.
How do I place an order?
To place an order, simply browse our website and add the desired items to your cart. Once you're ready to checkout, provide your shipping information and payment details.
Can I modify or cancel my order after it's been placed?
While we strive to accommodate changes, it may not always be possible once the order has been processed. Please contact us via email at Joyeriaserranofl@gmail.com as soon as possible if you need to make any modifications.
Payment
All your payment queries answered here.
What payment methods do you accept?
We offer 35 different payment methods including major providers like Mastercard, Visa, PayPal, American Express and Diners as well as shop pay installments.
Is it safe to provide my payment information on your website?
Yes, our website uses secure encryption to protect your payment information.
Return
Find answers to your queries regarding returns.
How do I return an item?
To return an item, please follow the instructions provided in our return policy. You'll typically need to contact us at joyeriaserranofl@gmail.com to initiate the return process.
Who pays for return shipping?
The customer is responsible for all return shipping costs. We highly recommend using a trackable shipping service and purchasing
shipping insurance, as we cannot guarantee we will receive your returned item and are not responsible for items lost or damaged in return transit.
Shipping
Find answers to all your shipping related queries.
How long does it take for my order to ship?
Our shipping times vary depending on your location and the items you've ordered. However, Orders are processed and shipped the same day if they are made before 3PM EST.
Can I track my order?
Yes, you can track your order using the tracking number provided in your shipping confirmation email.
How is my jewelry shipped?
All orders are shipped via insured with discreet packaging to ensure your delivery is safe and private.
Do I need to sign for my package?
For your protection, all orders require a $200 signature upon delivery
Do you ship outside of Florida?
Yes! While we started in the local Florida markets, we now ship our 14K collection nationwide across the United States.
Still have questions?
Our family has been helping people find their perfect gold pieces for over 27 years. Contact us at joyeriaserranofl@gmail.com.