Are your hair clips eco-friendly?

Yes. Unlike traditional ones (made of acrylic), our hair clips are made of cellulose acetate. It is a material obtained from wood pulp and is highly biodegradable and of high quality. It is considered an ecological alternative to petroleum based materials. 

Are sold out items going to be restocked?

We cannot guarantee restocking of all our products. We have limited edition ones. Once sold out they will not be available again. All other items will be restocked if possible, otherwise they will be excluded from our website. 

My order has not arrived yet. How can I know where it is? 

As soon as your order has left our warehouse and is handed to CTT (portuguese mail service) you will receive an email with the tracking code for you to check where the parcel is. (Please be sure that the email is not in the spam inbox). 

At the link bellow you can check the state of your order: https://www.ctt.pt/feapl_2/app/open/objectSearch/objectSearch.jspx

I received a damaged or defective item. What should I do?

First of all, please accept our apologies if that’s the case. We only sell perfect condition pieces. However, if by any chance you have received a faulty item, just contact us: info@equadorjewellery.com.

I received a wrong item. What should I do?

If you have received a wrong item just contact us: info@equadorjewellery.com.

How can I be sure my order is correct?

After placing your order you will receive a confirmation email. If not (check your spam inbox) just contact us: info@equadorjewellery.com.

I received a wrong item. What should I do?

You are responsible for putting the correct name and adress. We cannot be responsible for orders delivered at the wrong adress. However, if you gave a wrong adress contact us as soon as possible by email: info@equadorjewellery.com. If your item has not yet been sent, we still are able to change the adress. If the parcel is already on its way you can change the adress here: https://www.ctt.pt/feapl_2/app/open/objectSearch/objectSearch.jspx.

Can I cancel or change my order?

It’s not possible to cancel or change your order, because once it’s placed it’s immediately prepared. However, if you change your mind, you can always return or exchange your item as soon as you receive it. For more information go to the section “RETURNS AND EXCHANGES” at our website. Is online stock guaranteed?

Unfortunately, a stockout is always possible. In that case, our team will contact you immediately, to arrange a full refund.