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Payments
What payment methods are available?
At Portugal Jewels we offer the following payment methods:
- Credit or debit card;
- PayPal;
- ATM reference;
- MB Way.
Is my payment secure?
Online security is very important to Portugal Jewels. At no time do we store customer financial information on our servers. Payments are made on recognized and trusted external platforms that specialize in payment processing and data protection.
Is VAT applied to International orders?
VAT is not included in orders delivered outside the EU. The recipient will be responsible for all taxes and fees incurred in the destination country.
Are there import charges outside of European Union?
International orders may be subject to customs duties, import duties and tax charges when they arrive in the destination country. We do not support this cost. In this case, the customer will therefore be responsible for paying any import charges that may be added. Customs taxes vary from country to country, so we recommend that you contact your local Customs Service for more information before placing your order.
I have not received an order confirmation e-mail.
If you have not received an order confirmation e-mail please e-mail us at info@portugaljewels.com.
It's a gift. Can I ask to wrap my order and attach custom cards?
Please let us know your order is a gift by writing a note at Checkout where you can also add a message for the personalized card.
If you tell us your order is a gift we will:
- make sure not to include the invoice with price;
- handwrite your message on a Portugal Jewels card;
- All jewelry comes in an individual box as seen on the product page
If you have any other special requests please let us know by emailing info@portugaljewels.com.
Please feel free to contact us if you have any further question at info@portugaljewels.com
Shipping
Does Portugal Jewels ship internationally?
Yes. At Portugal Jewels, we currently ship worldwide. Prices on the site are shown in Euros(€) and US Dollars($).
How much are shipping costs? When can I expect my order to arrive?
Once payment is confirmed, the order will be prepared immediately. All orders are processed within 2-3 working days and shipped by the carrier.
Find the best delivery options for you below. Please add 2-3 working days to process your order.
* Free shipping for Portugal and Spain on orders above 100€
** Free shipping on orders above 150€
Custom duties and taxes
International orders may be subject to delays in their passage through customs and/or import duties once they arrive in the destination country outside the European Union.
Please note that shipping depends on the availability of our stock. If the jewelry you purchase is out of stock, it will ship in 1 to 3 weeks.
In all cases where it is not possible to deliver the items immediately, Portugal Jewels will contact you, indicating the new deadline for sending and the possibility of reimbursement.
Does Portugal Jewels offer free shipping?
In Portugal and Spain, we offer free shipping on orders above 100 €.
For the rest of the world, we offer free shipping on orders above 150 €.
Can I add/amend/cancel my order once it has been placed?
Once you receive the notification that your order is being processed we are unable to make any changes or cancel your orders.
Can my order be redirected?
Once the order is shipped, we cannot redirect it. If you wish to do so, please contact the carrier directly.
Can I access my order's tracking number?
Yes. After we ship your order, you will receive your order tracking number by email. In standard international shipping, tracking may be limited.
Is VAT applied to International orders?
Within the EU, VAT is applied depending on the country of destination of the order. VAT is not included on orders delivered outside the EU. The recipient will be responsible for all taxes and fees incurred in the destination country
Are there import charges outside of EU?
Please note that international orders may be subject to customs or import duties and tax charges when arriving in the destination country outside Portugal. We do not cover this cost, so you will be responsible for paying any import charges that may be added. As customs taxes vary from country to country, we cannot advise on these taxes and we recommend that you contact your local customs service for more information before placing your order.
Please feel free to contact us if you have any further question at info@portugaljewels.com
Returns
Can I return my Portugal Jewels item?
Portugal Jewels accepts returns of items with which you are not satisfied.
You can return the jewels you purchased within a maximum period of 30 days after receiving your order. The jewels must be intact and in perfect condition. To start the return process, access our Returns and Exchanges page by logging into your customer account. Select the order number and the piece of jewelry you would like to return.
The refund amount, excluding the shipping costs, will be processed in the same way as the original payment or, if you prefer, in a Portugal Jewels voucher. Shipping costs are not refundable.
All sales tax is included in your refund if your order has been shipped to an EU destination. Outside the EU, customs duties and sales tax are non-refundable.
The jewelry must be shipped in its original packaging, with proof of purchase. We do not cover return shipping costs unless you are returning a defective jewelry. We advise that all returns be sent by Registered Mail, as we cannot be held responsible for returns unless signed by a member of our team.
After we receive the returned jewelry we will send you a confirmation email.
Returns will be processed within approximately 5 working days of receipt.
Can I exchange my Portugal Jewels piece?
If the size is not what you expect or if you are not satisfied with the jewelry purchased and want to make an exchange, you can do so within a maximum period of 30 days after receiving the order. For this, the jewelry must remain intact and in perfect condition. To proceed with an exchange, access our Returns and Exchanges page by logging into your customer account. Select the order number and the piece of jewelry you would like to exchange.
Note that in the exchange process you will have to return the jewel you purchased and place a new order with the desired jewel. The refund amount, excluding the shipping costs, will be processed in the same way as the original payment or in a Portugal Jewels voucher. Shipping costs are not refundable.
All sales tax is included in your refund if your order has been shipped to an EU destination. Outside the EU, any customs duties and sales tax are non-refundable.
The jewel(s) must be shipped in its original packaging, with proof of purchase. We advise that returns are sent by Registered Mail, as we are not responsible for returns, unless signed by a member of our team.
We will send you an email upon receipt of your return and ship your new jewelry within 5 business days.
My Portugal Jewels item is faulty. How can I exchange it?
We apologize in advance for the inconvenience.
You can return the jewel within a maximum period of 30 days after receiving your order. Please send us an email to info@portugaljewels.com before making the return, so that we can advise you on the steps to take and deadlines for refunding or sending the replacement jewelry.
All our pieces are handcrafted and made from natural materials. Its composition and color may vary slightly from the displayed image, as well as actual dimensions and specifications.
I have purchased a Portugal Jewels item from one of your retailers. Can I return it?
Portugal Jewels is present in several stores in Portugal and around the world with different exchange and return policies. If you wish to return jewelry that was originally purchased from a physical store, you must contact the store directly and submit your order.
Please feel free to contact us if you have any further question at info@portugaljewels.com