FAQ'S
Payments
We currently accept the following payment methods:
• MB Way;
• ATM;
• Bank transfer;
• Debit or credit card.
At no time do we store any type of customer financial information. Payments are made on external, trusted platforms, suitable for this purpose, and specialized in payment processing and data protection.
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 have not received an email confirming your order, please send us an email to geral@ourivesariafigueira.com.
If a product you ordered is not available for delivery, we will contact you to arrange a new delivery or to process a refund.
Custom Orders
If you would like any of your items to be a gift, please let us know. We also provide cards so you can send a personalized message. For orders indicated as an offer, the invoice/receipt does not include the price. If you have any special requests or questions, please send us an email to geral@ourivesariafigueira.com.
If you want any of your articles to be personalized, write what you want in the “Notes” field. If you have any questions, please send us an email to geral@ourivesariafigueira.com. If the information provided is not clear, we will contact you to resolve your query. Please note that we do not accept exchanges and/or returns on personalized items.
Delivery
We ship worldwide.
Once payment is confirmed, we will fulfill your order as quickly as possible. All orders are processed within 2-3 business days and then shipped by courier. For personalized orders, processing time can be up to 5 working days. At the moment you have two delivery methods available, delivery to a store and shipping by CTT.
Once payment has been confirmed, we will respond to your order as quickly as possible. All orders are processed within 2-3 business days and then shipped by courier. For personalized orders, processing time can be up to 5 working days. At the moment you have two delivery methods available, delivery to the store and shipping by CTT.
Price and Delivery Time
- Portugal 5 €.00 1-3 business days
- European Union €15.00 5-15 business days
- USA and Canada €20.00 5-15 business days
- International €25.00 10-20 working days
We offer free shipping, in Portugal, on purchases over €100. For international shipping, shipping is free on purchases over €200.
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.
Returns
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.
The Jewels
We have jewelry available in our store in:
· Gold 19.2k (800‰)
- Yellow gold
- White Gold
- Red Gold
· Platinum 950‰
· 925‰ silver
o With rhodium plating (silver)
o With gold plating (golden)
· Jewelry (19.2k gold + precious stones)
· Steel
For more details, visit our page that explains the different types of metals in more detail, or the assay page.
Daily gold and silver quotes are available on the Banco de Portugal website. You can also consult the aorp website.
All gold and silver jewelry sold in our store is hallmarked by INCM Assay Offices in accordance with Portuguese Law nº 98/2015.
This guarantee is the responsibility of the official INCM body, which verifies the legal quality of the precious metal, using the most modern analytical methods, supported by IPA accredited laboratories.
For more information, see the Assay Office website.
All items are covered by a manufacturer's warranty for a period of 2 or 3 years, depending on the manufacturer.
If any item ordered is defective or damaged, send us an email to geral@ourivesariafigueira.com, indicating the order/invoice number and the description of the defect/damage. The costs of returning items under these conditions are borne by Ourivesaria Figueira.
Upon receipt of the article, a technical evaluation/verification will be carried out. If this is proven, we will repair, replace, exchange or refund the item, free of charge. adicionais. São considerados fora das condições de garantia os artigos que apresentem sinais de mau uso e/ou qualquer problema causado por negligência no seu manuseamento (por ex.: queda, humidade, etc.), defeitos causados por desgaste anormal ou componentes em falta.
Other questions
If you have any other questions, do not hesitate to contact us at geral@ourivesariafigueira.com. Our team is always available to provide any additional clarifications it deems necessary.