FREQUENTLY ASKED QUESTIONS

What materials are used in your jewelry?

We pride ourselves on using only the finest materials in our jewelry creations. Our pieces are crafted from high-quality precious metals such as gold (in various carat weights), sterling silver, and platinum. We also incorporate a range of gemstones, including diamonds, sapphires, emeralds, rubies, and more.

Can I customize a piece of jewelry?

Absolutely! We offer customization options to create a truly personalized piece. Whether you want to engrave a special message, choose a specific gemstone, or customize the metal type, our experts will work closely with you to bring your vision to life. Please contact us at contact@reinholdjewelers.com to begin your journey.

Do you offer warranty or guarantees on your jewelry?

Yes, we stand behind the quality of our jewelry. All our pieces come with a warranty against manufacturing defects. Additionally, our diamonds are ethically sourced and certified, ensuring their authenticity and quality. {insert warranty page link}

How can I care for my jewelry?

To ensure your jewelry retains its beauty for years to come, we recommend following our care instructions. These typically include avoiding exposure to harsh chemicals, removing jewelry during activities that may cause damage, and periodic professional cleaning and inspections.

Do you offer shipping and returns?

We provide secure and reliable shipping options to deliver your jewelry safely to your doorstep. We also offer a return policy within 10 days that the item is delivered allowing you to return or exchange your purchase if it doesn’t meet your expectations. Please refer to our shipping and returns page for more details. {insert shipping page link}

Can I visit your showroom?

Yes, we welcome you to visit all our locations to explore our exquisite collections in person. Our knowledgeable staff will be delighted to assist you and provide a memorable shopping experience. Please check our website for locations and hours.

How can I contact your customer support?

We have a dedicated customer support team ready to assist you with any queries or concerns. You can reach us via phone, email, or through the contact form on our website. We strive to provide prompt and friendly customer service. If you have any further questions, please don’t hesitate to reach out to us. We are here to make your jewelry experience extraordinary. {insert contact us link}

What if I don’t like ordering things online?

Don’t do it! Instead, call us at 787-754-0528 and we’ll do it for you! During office hours, you will never reach someone automated or outsourced – we are truly present!

How long will it take for my order to be shipped?

Online and In-Store Pick Up Orders may take up to three business days to process and ship information. Orders placed Friday after 6:00PM will be scheduled to process and manage ship information on Monday. You can always check the status of your order and track it in your account.

Can I be reimbursed if I paid for a specific shipping type, and it did not arrive within that timeframe?

We currently ship using Fedex standard shipping. We do not guarantee a specific shipping timeframe as FedEx delays are beyond our control. We do guarantee your purchase will ship within three days (and usually sooner).

Do you ship internationally?

Unfortunately, we currently only ship within the United States and Puerto Rico. But we are hoping to ship internationally in the near future.

What if I don’t like what I ordered?

We understand how difficult it is to shop online, let alone buy jewelry! Within 10 days of receiving your product, you may return it to us in unworn, pristine condition, in its original packaging, and with the receipt. Please return the jewelry to us fully insured. Items that have been custom ordered are not returnable.

Will I be charged sales tax?

For orders shipped to Puerto Rico you will be charged an 11.5% tax. For purchases outside of Puerto Rico, you will not be charged tax.

What if I want my jewelry gift wrapped?

Then you’ve come to the right place! Every piece of jewelry we ship comes with our exclusive and exquisite gift wrapping. Yes, even if it’s a gift for oneself, every purchase is a gift! If you submit a gift enclosure note with your order, it will be handwritten on one of our small cards.

What are the terms and conditions of the gift card?

Coupons and discounts cannot be used to purchase gift cards.
Grupo Reinhold is not liable for lost or stolen gift cards.
Gift cards are nonrefundable, cannot be transferred, swapped, or resold, and cannot be redeemed for cash (unless required by law).

I saw something I like on another site – can I order it from you?

Sure! We can place a special order for you if we carry the designer who made the jewelry! Simply email or call us, and we’ll take care of you! {insert contact us link}

What is the definition of a special order?

Anything we order for you that is not regularly stocked is considered a special order. It could be a ring of an unusual size or a necklace of a specific length. It could possibly be a piece of jewelry that we have already sold and do not intend to order again. It’s unique! And only for you!

Can I return something I special order?

No, unfortunately. The artist created the jewelry specifically for you and not for our stock.

How long does a special-order take?

We would love to see you wearing your wonderful piece of jewelry right now! However, it is entirely dependent on the artist and their production schedule. If you have a specific deadline, please let us know and we will do our best to meet it!

I really want something, but it is marked ‘out of stock’. What do I do?

Contact us! We will see if it is something that can be ordered again for you.

I saw something online a while ago, but now I can’t find it. What do I do?

Simply contact us and describe what it is. Please send us a picture if you have one! We’ll see if we can identify it in our records and provide you with the information you seek.

Will the jewelry that I order look precisely like the picture?

Chances are, yes, because it is usually the one in the photo! However, this is not always the case, and because most jewelry is handcrafted, there may be small differences in color, texture, stone configuration, and polish. Keep in mind that computer monitors vary and are never completely accurate. We use every human and technological resource available to ensure that what you see is what you receive.

I found the same piece of jewelry for a lesser price on another website. What is the reason for this, and can you match the price?

Call us and we’ll do some investigation!

What is Placetopay?

Placetopay is the electronic payment platform that uses Reinhold to process online transactions generated in the virtual store with the
payment methods enabled for this purpose.

How can I pay?

In the virtual store of Reinhold you can make your payment with the means enabled for thispurpose. You, according to the payment options chosen by the merchant, can pay through Visa, MasterCard, ATH Mobile.

Is it safe to enter my card details on this website?

To protect your data Reinhold team delegate to Placetopay the capture of sensitive information. Our payment platform meets the highest standards required by the international PCI DSS standard for security in credit, debit and prepaid card transactions. It also has an SSL security certificate issued by GeoTrust, a Verisign company, which guarantees secure communications by encrypting all data to and from
the site; this way, you can feel safe when entering your card information.

During the payment process, the browser displays the name of the authenticated organization, the authority that certifies it and the address bar changes to green. These features are immediately visible and give guarantee and confidence to complete the transaction on Placetopay. Placetopay also has constant monitoring of McAfee Secure and the signing of electronic messages with Certic√°mara.

Can I make the payment any day and at any time?

Yes, in Reinhold you can make your purchases online 7 days a week, 24 hours a day just a click away.

Can I change the payment method?

If you haven’t finalized your payment yet, you can go back to the initial step and choose the payment method you prefer. Once the purchase is completed, it is not possible to change the payment method.

Does paying electronically have any value to me as a buyer?

No, electronic payments made through Placetopay do not generate additional costs for the buyer.

What should I do if my transaction was not completed?

In the first instance you must check if a payment confirmation email arrived in your email account (the one registered at the time of making the payment), in case you have not received it, you must contact lssorrentino@reinholdjewelers.com to confirm the status of the transaction.

In case your transaction has declined, you must check if the account information is valid, is enabled for non-face-to-face purchases and if you have space or available balance. If after this you continue with the decline you should contact Reinhold team.

What should I do if I did not receive proof of payment?

For each transaction approved through Placetopay, you will receive proof of payment with the purchase reference at the email address you provided at checkout. If you do not receive it, you can contact the line 7877540528 or the email lssorrentino@reinholdjewelers.com to request the forwarding of the voucher to the same email address registered at the time of payment.

I didn’t get the product I bought, what do I do?

You should check if the transaction was successful at your card issuer. You can contact Reinhold team to identify delivery times.

Is it safe to enter my ID to continue with the payment process?

Yes. It is important that the document is validated within the payment process, in order to correctly identify the cardholder’s data, Placetopay uses this information so that the financial institution recognizes its correct origin and is secure. At no time will this information be disclosed, as it is used for transactional security purposes and to prevent fraud.