Kustiko - Laser engraved necklaces and bracelets, personalized by you

Scope and acceptance

These Terms & Conditions (the “Terms”) govern the use of the Website and the purchase of products through it. By browsing the Website and, in particular, by placing an order, you confirm that you have read, understood, and accepted these Terms and the Privacy and Cookies Policy.

Our service is directed to adult consumers residing in Spain. If you are purchasing on behalf of a company, you declare that you are authorized to bind it legally.

Products and customization

Kustiko designs, manufactures, and sells stainless-steel jewelry — primarily necklaces and bracelets — laser-engraved according to the specifications chosen by the customer in the customizer.

We make every effort to ensure that the photographs, colors, and finishes displayed reflect the final product accurately. However, due to the handcrafted nature of engraving and the natural variation of stainless steel, small differences between the on-screen preview and the finished piece may occur. These are not considered defects.

The customizer shows an indicative sketch. It does not aim to be an exact representation of the final result, especially when the design contains complex images or grayscale.

Prices and taxes

All prices are shown in euros (€) and include VAT as applicable under Spanish law. Shipping costs, when applicable, are indicated separately before you confirm the purchase.

Orders shipped to the Canary Islands, Ceuta and Melilla carry no VAT; the order summary shows the final price before you pay. These shipments go through customs: any import taxes at the destination (IGIC in the Canary Islands, IPSI in Ceuta and Melilla) and any customs handling fees charged by the carrier are payable by the recipient.

Kustiko reserves the right to change prices at any time. However, the price that applies to your order is always the one displayed at the moment you confirm it.

If we detect an obvious price error (for instance, a typographical mistake), we reserve the right to cancel the order and refund the full amount paid, notifying you as soon as possible.

Ordering process

To place an order on Kustiko:

Choose a product and customize it in our editor.
Add the piece to your cart and start the checkout.
Review the order summary, shipping address, and applicable fees.
Complete the payment securely through Stripe.
You will receive a confirmation email with your order number and details.

The contract is finalized the moment you receive the confirmation email. If you don't receive it, please check your spam folder or contact us at support@kustiko.com.

Payments

All payments are processed through Stripe, a PCI-DSS-certified platform that lets you pay by credit/debit card or other methods available in your region. We never store card data on our servers.

If you have any issue with a payment, please contact us at support@kustiko.com.

Shipping and delivery

We currently ship only within mainland Spain, the Balearic Islands, the Canary Islands, Ceuta, and Melilla. The estimated delivery time depends on the shipping address and includes both the time needed to make your personalized piece and the transit time. We show you the estimated delivery date on the checkout page before you confirm the order, and it also appears on your order page. It is an approximate estimate in business days and may be affected by holidays or courier conditions. Shipments to the Canary Islands, Ceuta and Melilla may take a little longer, as they go through customs.

Shipping costs are displayed clearly before you confirm the order. It is the customer's responsibility to provide a valid and correct address; Kustiko will not be liable for delays or lost parcels caused by errors in the data provided at purchase.

Deliveries the carrier does not confirm

Sometimes the carrier does not report a delivery, or a parcel's tracking stops updating. If the carrier has not confirmed the delivery once the period shown on your order page has passed (counted in business days from shipping), we will mark the order as delivered and let you know by email. While the order is on its way, its order page shows the date this will happen.

If you have not received your order by then, tell us with the “Request refund” button, choosing the reason “Order did not arrive”, or write to support@kustiko.com, and we will look into it with the carrier. Marking the order as delivered is an internal step: it does not mean you received it, and it does not limit your rights if the order was never delivered.

Order cancellation

While your order is still in the “pending” state, you can cancel it from the My Orders page and receive a full refund. Once the order has moved to production or has been shipped, cancellation is no longer possible, as the products are already being personalized for you.

3-week refund window

You have three (3) weeks from delivery to submit any claim: for example, if the product does not meet your requirements, or if it arrives damaged or defective. All claims are submitted through our refund request form, as explained in How to request a refund. Refunds are made to the original payment method.

If the order was marked as delivered without the carrier confirming the delivery (see Deliveries the carrier does not confirm), the three weeks count from that day.

This period does not limit in any way your statutory conformity warranty, described in the next section.

Legal warranty and refunds

As a consumer you benefit from a legal conformity warranty of three (3) years from delivery of the product, pursuant to Articles 115 ff. of Spanish Royal Legislative Decree 1/2007, as amended by Law 7/2022.

Damaged or defective product

If your order arrives damaged or shows a manufacturing defect, you can request repair, replacement, or a refund through our refund request form (see How to request a refund) within three (3) weeks from delivery (this period is in addition to and does not replace your statutory consumer rights). In your request, include:

Description of the problem.
Photographs of the product received and, where relevant, the packaging.

If your claim is upheld, we will process the refund to the original payment method or replace the piece, whichever you prefer.

How to request a refund

Refund requests are submitted through our refund request form:

Open your order in My Orders or, if you checked out without an account, from the link in your order confirmation email.
Click the “Request refund” button.
Select the affected products and the reason, describe the problem and, where relevant, attach photos.

You will receive a confirmation email, and we will review your request within a maximum of 5 business days. Once processed, refunds may take between 3 and 5 business days to appear on your statement.

If you cannot use the form, email us at support@kustiko.com with your order number.

Intellectual property

All content on the Website — brand, logos, texts, images, base designs, icons, software, and the overall look and feel — is owned by Kustiko or used under appropriate license, and is protected by Spanish and international intellectual and industrial property law.

You may store, print, or display the content only for personal use. Any reproduction, distribution, or public communication for commercial purposes requires our express written consent.

User content

By uploading designs, images, text, or other materials to the customizer, you declare and warrant that you hold all the rights necessary to do so and that such content does not infringe any third-party rights.

You retain ownership of the designs you create. You grant us a non-exclusive, limited, royalty-free license to use them solely for manufacturing your order, providing support, and keeping production records. We delete these designs once the statutory warranty period has expired.

Prohibited activities

When using the Website, you agree not to:

Use our tools to create designs that infringe copyrights, trademarks, or other intellectual or industrial property rights of third parties.
Upload unlawful, offensive, discriminatory, defamatory, or otherwise objectionable content.
Abuse the Website in a way that may affect its operation (automated attacks, mass data scraping, etc.).
Impersonate another person or entity.

We reserve the right to reject orders, remove content, or suspend accounts that breach these rules, as well as to take appropriate legal action.

Limitation of liability

Kustiko is liable for direct and foreseeable damages arising from defective performance of its obligations. We are not liable for indirect damages, loss of profit, or loss of data arising from the use of the Website, except where required by law.

These limitations do not restrict your rights as a consumer under applicable law.

Dispute resolution

To request a refund, use our refund request form (see How to request a refund). For any other complaint, please contact us first at support@kustiko.com; we will do everything possible to resolve it amicably.

In compliance with Regulation (EU) 524/2013, we inform you that the European Commission provides consumers with an online dispute resolution platform: https://ec.europa.eu/consumers/odr.

Governing law and jurisdiction

These Terms are governed by Spanish law. Any dispute that cannot be resolved amicably shall be submitted to the courts of the consumer's place of residence, as provided by Spanish consumer protection legislation.

Changes

We may update these Terms at any time to reflect legal, product, or process changes. The current version will always be available on this page, with the date of the last update. Orders will always be governed by the Terms in force when they were confirmed.

Contact

General support support@kustiko.com

Claims and refunds How to request a refund

Company information