Frequently Asked Questions

If you are not satisfied with the items you purchased, you can always make a return, within a maximum period of 30 days after receiving your order.

The pieces must be intact and in perfect condition. Please send us an email to geral@ourivesariafigueira.com, with your order number, so we can begin the return process. Returns of personalized items are not accepted. Items must be sent in their original packaging, with proof of purchase.

Return shipping costs are the responsibility of the customer, unless you are returning a defective item. Returns must be sent by registered mail, as we cannot be held responsible for orders that are not signed for by one of our team members. We will send a confirmation email as soon as we receive your return.

Returns will be processed within a maximum period of 10 working days after receipt. The refund amount does not cover the original shipping cost and will be processed in the same way as the original payment. In relation to returns coming from countries outside the European Union, customs fees and/or taxes are not refundable.

If you are not satisfied with the items you purchased, or if an item does not fit, you can always make an exchange. You have a maximum of 30 days after receiving your order to do so and the pieces must be intact and in perfect condition. Please send us an email to geral@ourivesariafigueira.com, with your order number, so we can begin the exchange process.

Exchanges of personalized items are not accepted.

The exchange process consists of returning the item to be exchanged and placing a new order on the website. After we receive the return, we will process a refund, without the original shipping cost.

In relation to exchanges coming from countries outside the European Union, customs fees and/or taxes are not refundable.

Items must be sent in their original packaging, with proof of purchase. The costs of envio da troca ficam a cargo do cliente. As trocas deverão ser enviadas por correio registado, pois não nos podemos responsabilizar por encomendas que não sejam assinadas por um dos membros da nossa equipa. Enviaremos um e-mail de confirmação, assim que recebermos a sua troca.

We apologize in advance for the inconvenience caused.

You can return the item in question within a maximum period of 30 days after receiving your order. Send an email to geral@ourivesariafigueira.com with the photo of the item to start the exchange/return process.

Orders placed outside the European Union may be subject to taxes and/or customs, tax or import fees when they arrive in the destination country. It is the customer's responsibility for any charges of this nature that may be applied. These taxes vary from country to country, so we recommend that you contact your country's customs service for more information.

If you wish to cancel or modify your order, please inform us as soon as possible, by email at geral@ourivesariafigueira.com, indicating your order number. We will do our best to make changes. If the order has already been processed and sent to the carrier, we cannot make changes or cancellations.

Cancellations of personalized items are not accepted if said modifications have already been made.

Once your order has been shipped, we will send you an email with the tracking number.