Orders, Shipping & Returns

 

1. ORDERS

All orders will be confirmed by email. If you do not receive any communication from us, please contact us by email info@perolajewellery.com

PÉROLA JEWELLERY does not hold any stocks, since the material used is 9k gold

After any item is selected and paid for, 25 working days are required for the production of the item. Shipping/dispatch times are considered to be in addition to the stated production time, ie in addition to 25 working days.

PÉROLA JEWELLERY strives to meet all delivery dates. With the unlikely exception of materials being unavailable PÉROLA JEWELLERY will notify in a timely manner of such delays and cannot be held responsible these situations as they are beyond our control.

2. SHIPPING 

Orders are processed within 1-25 working days .If you purchase multiple items all items will be shipped together at the later date. You may request multiple shipments in this scenario, to receive your other items sooner by contacting info@perolajewellery.com

Shipping costs are:

Via CTT

  • Free Shipping — Portugal

  • 7.65€ — Europe

  • 9.70€ — World Wide

All prices includes transport insurance.

Handling

Once your order has been processed you will receive a tracking number and details via email. The average transit times are as follows (please allow for extra time for your customs check and don't forget that this time is only after shipment has been dispatched):

  • Portugal: 1-2 working days  

  • Europe: 7-15 working days

  • Europe express: 1-3 working days

  • Worldwide: 10-25 working days

  • Worldwide express: 1-5 working days (in remote areas it can take a little bit more)

We are based in Portugal (Europe), so please note that the customer is responsible for payment of any extra duties, customs, import charges or taxes imposed by the destination country for delivery. 

 

Refused Shipments

If you choose to refuse receipt of your shipment, you will be responsible for any duties, taxes and/or customs charges that are incurred on the package, and the cost of returning the package to our Portuguese address. This amount will be deducted from your merchandise refund.

Late or Lost Deliveries

We cannot refund or replace lost items until 20 working days after the date of despatch (30 days for international deliveries) - Royal Mail deems items as “lost” after this amount of time. We advise all items are delivered to home addresses as if an item is delivered to an office, it can sometimes go missing if signed for by a colleague or left in an unknown place.

3. RETURNS

All returns and claims must be authorized by PÉROLA JEWELLERY by email. All returned items must arrive at our office no later than 14 days after your delivery date.

Customised items, special orders, engraved orders etc are non-returnable, non-refundable and non-exchangeable.

Exchanges and returns must be made within 14 days after receiving your order. 

Our jewels may be changed for an equal or greater amount items.

PÉROLA JEWELLERY reserves the right to refuse exchanges communicated or sent outside the deadline as well as items that are not in the same condition in which they were acquired. 

To exchange or return an item, it must be returned in their original packaging to our offices located in:

Rua Dr. Francisco Sá Carneiro nº 442, 4º Direito

4420-130 Gondomar, Portugal

The shipping cost will be borne by the customer. Always send your invoice and order number with the return (please complete the return form).

Canceling order

Once your order is produced, it can not be canceled, since it is not about products in stock but about products that will be made for you.

Customer Complaints

We endeavour to respond to all customer complaints or queries within 5 working days.

Feedback

We love to hear from you, good (or bad!) so please get in touch and give us your feedback through info@perolajewellery.com