FAQ

As soon as your order leaves our warehouse, we will send you a shipping confirmation email with the tracking number and a direct link to the carrier’s website (SEUR, DPD, BRT, UPS or Correos, depending on the destination), where you can check the location of your parcel in real time.

If you cannot find the email, check your spam or promotions folder and make sure the order has already been dispatched (personalised and made-to-order items take a little longer). If the status has not changed for several days or the estimated delivery date has passed, contact us by email or WhatsApp with your order number and we will look into it for you.

Yes, provided that the order has not yet left our warehouse. Contact us as soon as possible by email at info@sansarushop.com or via WhatsApp on +34 644 298 331, stating your order number and the change you need (address, cancellation, etc.). We will confirm whether there is still time to make it.

Once the order has been dispatched, we can no longer change the address or cancel it. In that case, you will need to contact the carrier directly or wait until you receive it and request a return.

Delivery times and rates depend on the destination. You can find full details for each country on our Shipping information.

Worldwide, except Singapore and North Macedonia. Check the delivery times and rates for your country on our Shipping information.

Yes. Please note that delivery takes slightly longer than to mainland Spain and customs charges beyond San Saru’s control may apply. You can find all the details on our Shipping information.

Our step-by-step size guide.

Our choker necklaces measure between 38 and 42 cm and are designed to sit at the base of the neck. Our other necklaces measure between 42 and 45 cm.

If you prefer a longer drop, a longer chain is available as an additional option for several designs.

You will find detailed instructions with photos showing how to open and close each type of fastening on our Jewellery tips.

Our jewellery is designed for everyday wear, but like all gold- or silver-plated jewellery, it will last much longer if you avoid contact with:

• Water (showers, swimming pools and the sea) and heavy perspiration
• Perfumes, creams and cosmetics applied directly to the piece
• Impacts or repeated rubbing against hard surfaces

We recommend putting your jewellery on last, once you are dressed and have applied perfume, and storing it in its individual pouch or box when you are not wearing it. Keep it separate from other pieces to prevent scratches.

We are very sorry; this is not how we expect your order to arrive. You can submit a request directly through our exchanges and returns portal, attaching a clear photo of the damage.

If our team needs more information, or if the issue appears after some time under normal use, we will contact you to find the best solution.

As a general rule, the displayed price is for the complete pair. When a design is sold individually—for example, certain piercings or asymmetrical designs—we always state this clearly on the product page.

If you have any questions about a specific design, contact us before purchasing and we will be happy to confirm it for you.

Email us at info@sansarushop.com and tell us what you have in mind. We will assess whether we can make it for you.

We include one box for every three pieces of jewellery. If your order contains several pieces, it is normal to receive more than one box in the same parcel.

If you added the individual gift-wrapping option, each piece will arrive in its own box. You only need to add one individual wrapping option per order.

On the page of every sold-out product, you will find the “Notify me when available” option. Enter your email address and we will automatically let you know as soon as it is back in stock, so you do not need to keep checking the website.

It depends on the design. Some pieces are seasonal or limited edition and are not produced again. Contact us with the name or a photo of the design and we will confirm whether it is expected to be restocked.

Yes. You can call us on +34 938 536 044 or message us on WhatsApp at +34 644 298 331, and we will help you complete your order.

As soon as payment is confirmed, you will automatically receive an order confirmation email containing your order summary and order number. If you do not receive it within a few minutes, check your spam folder before contacting us.

In your cart, before completing your purchase, you will see a field labelled “Gift card or discount code”. Enter your code there and select “Apply”; the discount will immediately appear in the total.

If the code does not work, make sure you copied it without spaces and that it is still valid. Most of our codes have an expiry date and cannot be combined with other active promotions.

Yes, we have three stores: in Barcelona (C/ de Provença, 253), Madrid (C/ Goya, 85) and Bilbao (Ercilla Kalea, 29). You can also visit our offices in Mataró by appointment.

Credit card, PayPal, bank transfer, gift card, Amazon Pay, Klarna, Shop Pay, Apple Pay, Google Pay, Bizum, MB WAY and Scalapay. You can find full details about each option on our payment methods page.

Yes. You can find the full step-by-step process, including time frames and conditions, on our exchanges and returns page.