FAQ: Frequently Asked Questions

Deliveries

Which shipping options are available?

We offer up to three delivery methods depending on your destination:

  • Standard Shipping

  • Expedited Shipping

  • Express Shipping (available for selected countries)

All methods include a tracking number, sent automatically once your order has been dispatched.


Which carriers are used for each shipping method?

  • Standard Shipping is handled by Correos (Spain) and delivered in your country by the local national postal service (La Poste, Royal Mail, USPS, Deutsche Post, etc.).

  • Expedited and Express Shipping are fulfilled by UPS, FedEx or DHL, depending the destination.


How long does delivery take?

Delivery times vary depending on the destination and the shipping method:

  • Standard Shipping: approx. 3–15 business day

  • Expedited Shipping: approx. 4–7 business days

  • Express Shipping: approx. 1–3 business days

Please note: deliveries outside the European Union may experience customs delays.


Do all orders include tracking?

Yes. Every shipment includes a tracking number, sent automatically by email when your parcel is dispatched.

Is free shipping available?

At the moment, free shipping is not applied automatically at checkout.

For any questions regarding shipping or special delivery requests, customers may contact us by email (boutique[a]ambart-palma.com) or WhatsApp (+34 664 424 384) before placing an order.


Why is shipping to the United States more expensive?

Due to recent U.S. import regulations:

  • economical “letter” services (cartas certificadas) can no longer be used

  • the minimum price for a trackable parcel sent from Spain is now €35, even for small jewellery items.


Are customs duties or import taxes applied?

For shipments outside the European Union, import duties, customs taxes, and handling fees may apply.
These charges are the responsibility of the recipient.

Are shipping prices based on parcel weight?

Yes. Our prices apply to parcels weighing up to 500 g.
If your parcel exceeds this weight (for example, multiple items or gift boxes), we may contact you before dispatch to adjust the shipping method or cost.

What if my country shows only one shipping option?

Some destinations may display only one available method.
If you prefer another option or have any doubt, please contact us — we will gladly assist you and offer the best possible solution.


What should I do if I need help choosing the best shipping option?

Simply contact us. We will guide you depending on your destination, timing, and the nature of your order.


When will my order be shipped ?

Orders are dispatched within 24 to 48 hours after receiving your Order Confirmation email.
If you place your order during the weekend, on a public holiday, or after 4:00 PM (local time), your order will be processed on the next working day, and dispatched shortly after.

What happens if I am not at home during delivery ?

If you are not at home at the time of delivery, the carrier will either leave a delivery notice, send you an SMS/email, or attempt a second delivery.
Depending on the carrier and shipping method, your parcel may be:

  • re-delivered on another day

  • redirected to a nearby collection point

  • held at a postal office or carrier facility for pickup

Please follow the instructions provided in the tracking link to arrange a new delivery or collect your parcel.

Shop Pick-Up

Our local pickup option allows customers in Mallorca to collect their orders in person, free of charge.
At checkout, this option appears for all physical products.

Once your order is ready, you will receive a confirmation message via WhatsApp (or by email if WhatsApp is not available), with all pickup details.

Pickup address:
AMBART
Carrer de Can Savellà, 3
07001 Palma de Mallorca (Spain)

You may visit during opening hours or arrange a pickup appointment at +34 664 424 384.
Please wait for our confirmation message before coming.
Our opening hours can be checked on our Google Maps listing.

Payment

What are my payment options ?

1. Online payment by card
You can securely pay with:

  • Visa

  • Mastercard

  • American Express

  • UnionPay

  • Apple Pay / Google Pay (depending on your device)

Payment is processed instantly.


2. Klarna — Pay in 3 instalments
Klarna allows eligible customers to split their purchase into three interest-free payments.
The option appears automatically at checkout if available in your country.

Is online payment secured ?

Yes. Payments are processed by Squarespace Payments, powered by Stripe, one of the world’s most secure online payment providers.

Stripe is:

  • PCI-certified

  • compliant with the highest international security standards

  • regularly audited by independent agencies

Your card information is never stored on our website.

Returns and refunds

What is your returns policy ? 

1. Return period

If you change your mind about an online purchase, you have 14 calendar days from the day you receive your order to notify us of your decision to return it.

To request a return, please contact us by email at boutique[a]ambart-palma.com or via WhatsApp at (+34) 664 424 384.

You do not need to provide a reason for your return. If an item is defective, damaged or incorrect, we may ask you to provide photographs so that we can assist you.

Once you have notified us of your decision to return your order, you have 14 calendar days to send the item back.

2. Return shipping costs & refunds

If you exercise your right of withdrawal because you have changed your mind or the item does not suit you, return shipping costs are at your expense.

If the item is defective, damaged or incorrect, we will cover the necessary return shipping costs.

In the event of a withdrawal, we will refund the price paid for the returned item(s), together with the original delivery cost up to the amount of our least expensive standard delivery option available for the order.

Any additional delivery cost resulting from your choice of a more expensive shipping method, such as express delivery, is not refundable.

Refunds will be issued using the same payment method used for the original purchase, unless otherwise expressly agreed.

We will process the refund without undue delay and no later than 14 calendar days after you notify us of your decision to withdraw. We may withhold the refund until we have received the returned item(s), or until you provide proof that they have been sent back, whichever occurs first.

3. Return conditions

You may examine and try on an item only as reasonably necessary to determine its nature, characteristics and fit, as you would in a shop.

Returned items should be sent back in the condition in which they were received, together with their original packaging, labels and accessories, where applicable.

Please do not wear or use the item beyond what is reasonably necessary to try it on. You may be responsible for any diminished value resulting from handling or use beyond what is necessary to examine the item.

All returned items will be inspected upon receipt.

Please package the item carefully to protect it during transport and use a trackable shipping service. Please send us the tracking number once the parcel has been shipped.

Personalised and made-to-order items

The statutory right of withdrawal may not apply to items made to your specifications or clearly personalised, including certain bespoke or engraved pieces. Where an item is not eligible for return for this reason, this will be indicated before purchase.

Return address:
Tienda AMBART
Alice Marie MICHEL
Carrer de Can Savellá, 3 - BJ
07001 Palma de Mallorca
Balearic Islands
Spain

Please include this note beneath the address: “Teléfono de contacto en caso de ausencia en la tienda: 664 424 384”

4. Defective, damaged or incorrect items

If you receive an item that is defective, damaged or incorrect, please contact us as soon as possible so that we can assist you.

Where the return is due to an error on our part or a lack of conformity of the item, the return will be arranged at no cost to you, in accordance with your statutory consumer rights.

5. Exchanges

Exchanges are possible depending on availability.

For an exchange requested simply because you prefer another item, size or model, return shipping to Ambart is at your expense. Ambart will cover the cost of sending the replacement item to you.

If the requested replacement is unavailable, we will offer a refund in accordance with the applicable return conditions.

6. Easy communication

We aim to make the return process as straightforward and personal as possible. If you have any questions before ordering or returning an item, please contact us by WhatsApp or email.