Our delivery policy seeks to serve our customers within the most appropriate lead-time within a procedure that deals with and takes care of the safety in the transport of products to the recipient and the adequacy of our products to their packaging. The most common way of communicating with our customers is via the email info@mbernardesgems.com.

The user, if necessary, can contact the company through this email. The phone number and Whatsapp are also available on our page. The information about the estimated delivery period of the products will be available at the time of choice and after completion of the purchase.

For purchases whose delivery location is outside the country, the customer is subject to the amount referring to international shipping. This information will be available at the time of the purchase. The estimated period may vary depending on each country or, eventually, according to some customization upon clients’ request.

The estimated delivery period starts from the moment of your registration data and payment confirmation. The analysis of registration data can take up to one business day. For payment via bank slip, the bank may take up to two working days to notify us about this payment. Then, it will be considered the time of payment approval and not the time of your purchase.

Correios is the company that will carry out the national delivery service, and Fedex will carry out the international ones.

Unfortunately, we will not deliver on time if there is any force majeure episode such as floods, natural disasters, major accidents, or other eventualities that prevent delivery.

When the customer receives an order whose packaging shows signs of damage compromising the integrity of the product, or violation, he must refuse the order alleging the situation found. This fact must be communicated immediately through our e-mail: info@mbernardesgems.com, for the appropriate arrangements with the carrier and the fastest possible solution to the customer’s questions.

When requesting information about a purchase made on our website, please provide the order number to expedite service.
Our service is from Monday to Friday from 9 am to 6 pm (except holidays), Brazilian time.

In cases where there are returns/exchanges, and after analyzing the issues involving this type of operation, MBERNARDES will send its customers an e-mail through info@mbernardesgems, containing all the procedures to be done. So, the product(s) is(are) shipped to the indicated address.