FAQ’s

To be able to receive your order you do not need an account, you just have to fill in the strictly necessary data so that we can deliver it. To browse the site, no account is required. You can, however, choose to do one when it is most convenient for you.

Just follow the link “Forgot your password?” on our login page, and enter your email address. You will receive an email to reset your password.

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It’s easy and simple! See how:

Click on the “Products” tab in the navigation menu header and then search by Category, price, brand or featured product in the side menu.

Choose the desired product, select the color, whether you want wrapping and click “Add to cart”. After adding all the items, it’s time to view the “Shopping Cart”. At this stage you can apply a coupon/discount voucher, if applicable.

You can choose to complete the purchase, without registration, simply filling in the data strictly necessary for issuing the tax document and delivery. .

Either log in to your account or, if you haven’t created one yet, create one in the top right corner of the site by clicking the icon.

Once the account is created, in the cart, enter your billing details, payment method and delivery details to complete your order. We will confirm the order, where it will be carefully prepared and shipped to you, with updates at each stage of your order.

Yes! Our sales team will be happy to help you, whether by cell phone, landline, WhatsApp, Instagram, Facebook and/or email, and answer any questions you may have so you can make your purchase, preferably in our online store.

yes. Contact our sales team, via customer service (loja@ourivesariapinho.pt) or telephone (+351 423 064).

We cannot add items to an existing order, but we suggest placing a new order with the additional items.

If you ordered a personalized item, we cannot accept refunds or returns. (see “Terms and Conditions”)

The average delivery time for products purchased from Ourivesaria Pinho is 3 working days for deliveries to Portugal and 8 working days for deliveries to the European Community (EC). For shipments outside the mentioned destinations, the customer must contact Ourivesaria Pinho customer service via loja@ourivesariapinho.pt.

Personalized items have an average delivery time of 4 weeks. Delivery times are indicative and, therefore, to be considered valid when there are no physical or structural impediments (for example: incorrect addresses or force majeure setbacks). In any case, estimated delivery dates are indicative only.

The Customer may cancel their order at any time until delivery, with the right to a refund of all amounts paid. Upon receipt of the order by the Customer, the Customer may exercise their right to free resolution under the terms legally provided for and set out in the “Terms and Conditions” document.

Within the scope of its Customer Satisfaction Policy, and under applicable legal terms, Ourivesaria Pinho allows the exchange or return (termination of the contract) of items, within 30 days from the date of receipt by the Customer, when purchasing via store online, and 14 days for purchases in a physical store, without payment of compensation and without the need to indicate the reason, as long as the perfect condition of the item is confirmed.

To do this, the Customer must communicate their intention in writing, via email to loja@ourivesariapinho.pt, or letter to Customer Support ourivesariapinho.pt, Avenida Camilo Tavares de Matos 295, 3730-240 Vale de Cambra, Portugal. Items must be returned within 14 days of receipt accompanied by the Original Invoice (article 6 of DL 143/2001, of April 26th as amended by DL 82/2008, of May 20th).

If you wish to exchange or return items, within the deadlines and conditions indicated above, you can go to the Ourivesaria Pinho store, or contact Customer Support ourivesariapinho.pt, Telephone +351 256 423 064 (Call to landline national – Portugal) or email loja@ourivesariapinho.pt, which will provide you with all the information about the exchange/return process.

The return and exchange of items must comply with the following conditions:

• Refund of items in perfect condition, with complete original packaging and accompanied by the respective invoice;
• Exchanges of personalized items according to the Customer’s specifications are not accepted.
• After contacting Ourivesariapinho.com Customer Support and receiving return instructions, you can send us the properly packaged item to the following address: ourivesariapinho.pt Customer Support, Avenida Camilo Tavares de Matos, 295, 3730-240 Vale de Cambra, Portugal.
• The Customer is responsible for the correct packaging of the products to be returned, as well as the costs inherent to their shipment.
• All items will be checked upon arrival at our service and only those that comply with the return conditions will be accepted for exchange or return.

Ourivesaria Pinho reserves the right not to accept items that do not meet these conditions.

If the Customer chooses to return the amount paid, we inform that the refund will be made using the same method of payment.

All goods from
consumption are covered by a manufacturer’s warranty for a period of 3 years. to the
Guarantee conditions are governed by Decree-Law No. 84/2021, of 18 December
October, which regulates consumer rights when purchasing goods, under the
Directives (EU) 2019/771 and (EU) 2019/770, of May 20th. Among other rules, the
diploma establishes:

ü  
Consumer rights inspan,
of lack of conformity (notably defects) of movable goods
andspan, ;

ü 
 Extension of the warranty period
for movable property from 2 to 3 years, and in the third year the consumer will have to prove that the
at the time of delivery of the good;

ü 
Additional period of six months if the
consumer chooses to repair the good (up to a maximum of 4 repairs);

ü 
O “direito de rejeição”
que permite ao consumidor optar livremente entre a substituição do bem e a
resolução do contrato quando a não conformidade se manifeste nos primeiros 30
dias a contar da entrega.

Are
excluded from warranty Materials subject to breakage, loss, theft, deterioration,
oxidation, defects caused by blows, including deformations
caused by daily and/or inappropriate use, improper conservation and cleaning
, negligence, improper handling, modifications of the original product
and repairs not authorized by the brand are excluded from warranty

at the
In the case of watches, batteries and accessories are excluded from the warranty.
external components (case, bracelet, clasps and glasses), defects
caused to the product through blows, improper use, negligence,
improper handling, modifications, unauthorized repairs, accidents or the
normal wear and tear.

Case
If the purchased product is defective or damaged, you must report it to the
OurivesariaPinho.pt Customer Support, informing your order/invoice number
and description of the malfunction.

As these repairs are not covered by the manufacturer’s warranty, they will be subject to a quote from the brand’s Technical Assistance, always involving a cost of €15 for the respective technical check. Ourivesaria Pinho has the right to retain the asset until the aforementioned amount and its aforementioned conditions are effectively collected. In the case of articles/goods outside the warranty period, Ourivesaria Pinho also provides technical assistance, so you can report and send defective or damaged articles to ourivesariapinho.pt Customer Support. The items will be analyzed and whenever repair is possible, a technical opinion and respective repair quote will be issued.

The repair will only begin after the Customer has accepted the quote.

All our Gold, Silver and noble alloy items are certified by the Portuguese Contrastaria, Contrastaria do Porto. You can consult all the information in the document/tab we have for this purpose. All gems/precious stones present in our Jewelry items have international certificates provided by the manufacturers

Payment must be made on the date of the order, by one of the methods indicated below:

• Bank transfer;
• Multibanco reference;
• MBWay
• Visa ou MasterCard;

Payment must be made after placing the order, under penalty of cancellation.

Payments by bank transfer must be made to IBAN PT50 0045 3160 4010 2127 8258 9 of Caixa de Crédito Agrícola bank. The Customer must, in this case, indicate the order number and date in the description. To speed up the order delivery process, you can send us proof of transfer to Customer Service (email: loja@ourivesariapinho.pt).

Yes, our online store uses the latest security protocols (SSL- Alpha SSL) for electronic payments.

All our prices include VAT and our sales are invoiced. If you want to specify your VAT number enter it at checkout and/or payment.

Yes, you can buy the gift certificate in the products tab, selecting the desired value and we will send it to the desired address. If you have questions about the process, please contact us using the means available. (See “Terms and Conditions”)