Politique de remboursement

Angels Hoch — Return & Refund Policy

Thank you for choosing Angels Hoch.
Each piece is carefully handcrafted in our Barcelona atelier, and we want you to feel confident with your purchase.

Returns

You may request a return within 30 days of delivery, subject to the conditions below and without limiting any mandatory consumer rights that apply to your purchase.

For orders delivered within the European Union, United Kingdom, Switzerland and Norway, the first 14 days receive our full withdrawal treatment described below. Days 15–30 form an additional voluntary return period offered by Angels Hoch and are subject to different refund conditions.

For other international destinations, Angels Hoch voluntarily accepts eligible non-faulty returns requested within 30 days of delivery, subject to the conditions below and any mandatory consumer rights applicable in the customer's country.

To be eligible for a change-of-mind return, the item must be in its original condition, unworn and unused, and returned with its original packaging.

How to request a return

To initiate a return, contact us at info@angelshoch.com with your order details, a photo of the item and the reason for your request. We will guide you through the next steps.

Please contact us before sending any item back. Returns sent without prior communication may take longer to identify and process.

Return shipping

For a return based on a change of mind, the customer is responsible for the direct cost of returning the item, including return shipping, tracking, insurance and any applicable return customs charges, unless mandatory consumer law requires otherwise.

We strongly recommend using a tracked and insured service appropriate to the value of the jewel.

If an item is damaged, defective or incorrect, please contact us before returning it. We will review the case and provide the appropriate solution at no cost to you.

Europe — Days 1–14

For orders delivered within the European Union, United Kingdom, Switzerland and Norway, you may notify us within 14 days of receiving your order that you wish to return it.

During this period, no production, atelier handling or return penalty deduction is applied.

For an eligible return notified during the first 14 days, Angels Hoch will refund:

The full purchase price paid for the returned jewel.
The original Standard Shipping charge paid for the order.
Any Atelier Priority Dispatch charge paid for the order.

If complimentary Standard Shipping was applied, no outbound shipping allowance is deducted during this 14-day period.

The direct cost of returning the jewel to Angels Hoch remains the customer's responsibility for a change-of-mind return unless applicable law requires otherwise.

Switzerland receives the same 14-day treatment as a voluntary Angels Hoch commercial policy.

Europe — Days 15–30

From day 15 through day 30 after delivery, Angels Hoch offers an additional voluntary return period.

For an approved non-faulty return during this period, the refund is calculated from the purchase price of the returned jewel after the following deductions:

Any original outbound shipping charge paid at checkout is non-refundable.
If complimentary Standard Shipping was applied, the corresponding destination-specific Standard Shipping allowance is deducted from the refund.
A 15% production and atelier handling deduction is applied to the purchase price of the returned jewel.

The 15% production and atelier handling deduction reflects part of the craftsmanship, preparation and atelier resources involved in producing each Angels Hoch jewel individually.

Where complimentary Standard Shipping was applied, the corresponding original Standard Shipping allowance is:

Spain mainland, Balearic Islands, Canary Islands, Ceuta and Melilla: €4.90
European Union, United Kingdom, Switzerland and Norway: €7.90

Any Atelier Priority Dispatch charge is non-refundable during the voluntary days 15–30 return period.

Return shipping, tracking and insurance remain the customer's responsibility.

International orders outside Europe — Days 1–30

For other available international destinations, Angels Hoch voluntarily accepts eligible non-faulty returns requested within 30 days of delivery, subject to any mandatory consumer rights applicable in the customer's country.

For an approved change-of-mind return, the refund is calculated from the purchase price of the returned jewel after the following deductions:

Any original outbound shipping charge paid at checkout is non-refundable.
If complimentary Standard Shipping was applied, the corresponding destination-specific Standard Shipping allowance is deducted from the refund.
A 15% production and atelier handling deduction is applied to the purchase price of the returned jewel.

Where complimentary Standard Shipping was applied, the applicable Standard Shipping allowance is:

Canada: €13.90
Japan, Mexico, China, Australia, New Zealand and Brazil: €18.90
United States: €24.90
Chile and all other available international destinations: €18.90

Return shipping, tracking, insurance, return duties and any customs-related costs remain the customer's responsibility for non-faulty international returns unless mandatory local consumer law provides otherwise.

Damaged, defective or incorrect items

The deductions described above apply only to non-faulty change-of-mind returns.

If your jewel arrives damaged, defective or different from what you ordered, please contact us as soon as possible. Once the issue is verified, Angels Hoch will provide the appropriate solution without applying shipping or production deductions to the customer.

Atelier Priority Dispatch

Atelier Priority Dispatch is a priority preparation and dispatch service.

For European orders returned under the 14-day treatment described above, any Atelier Priority Dispatch charge paid for the order is refunded as part of our return policy.

For voluntary European returns from days 15–30 and voluntary international returns, Atelier Priority Dispatch charges are non-refundable.

Custom and personalised pieces

Jewels that are genuinely produced according to individual customer specifications or are clearly personalised may be excluded from change-of-mind return rights where permitted by applicable law.

Choosing from standard sizes, finishes, colours or other options normally offered as part of an Angels Hoch product does not automatically make an item a personalised or individually commissioned piece for this purpose.

This section does not affect your rights if an item is faulty, damaged or different from what was ordered.

Non-returnable items

Gift cards cannot be returned.

Genuinely personalised or individually commissioned pieces may be non-returnable for change-of-mind reasons where permitted by applicable law.

Sale items remain subject to any mandatory consumer rights that apply to the purchase.

Exchanges

If you would like to exchange an item, please contact us at info@angelshoch.com.

Each exchange request is handled individually. Any additional shipping, production or price difference applicable to a voluntary exchange will be communicated before the exchange is confirmed.