Exchange, Return, and Cancellation Policy
You have 30 days from the date of receiving your order to request a return.
To request an exchange, return, or cancellation, please select the "Exchanges, Returns and Cancellations" option available in the footer of our online store.
You will be redirected to your customer account, where you can view your orders. Within each order, you will find the following options:
- Cancel Order, if the order has not yet been processed;
- Request a Return or Exchange, once the order has been processed and dispatched.
You may also access your customer account directly through this link.
For a return to be accepted, the items must be returned in the same condition in which they were received, unworn, unused, with all original tags attached, and in their original packaging. Proof of purchase may be required.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you have received the wrong item. This will allow us to assess the issue and provide an appropriate solution.
Exceptions / Non-Returnable Items
Returns are not accepted for the following items:
- Perishable goods (such as food, flowers, or plants);
- Custom-made or personalized products;
- Personal care or hygiene products;
- Hazardous materials, flammable liquids, or gases.
Gift cards are also non-refundable and cannot be returned.
If you have any questions regarding the eligibility of an item for return, please contact us before submitting your request.
Exchanges
Exchange requests must be submitted through your customer account by following the process described above.
Right of Withdrawal (European Union)
In accordance with applicable European Union consumer protection legislation, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing any reason.
To exercise this right, you must submit your request through your customer account using the return option available within the relevant order.
Items must be returned in the same condition in which they were received, together with their original packaging and any accompanying accessories.
Refunds
Once your returned item(s) have been received and inspected, you will be notified whether your refund has been approved or rejected.
If approved, the refund will be processed using the same payment method used for the original purchase, within the legally applicable timeframe. Please note that the time required for the funds to appear in your account may vary depending on your bank or payment card provider.
If you have any questions regarding returns, exchanges, or refunds, please contact us through the customer support channels available on our online store.
Payment Methods
You may choose from one of the following payment methods:
PayPal: You will be redirected to the PayPal website and should follow the instructions provided to complete your payment.
Multibanco Reference: Payment details (entity and reference number) will be generated and can be paid through an ATM or via online banking services.
Bank Transfer: Our bank account details (IBAN) will be provided when you complete your purchase.
We do not accept payments by cheque.
If payment has not been received within three calendar days of placing the order, the order will be automatically cancelled.
Pricing Policy
Product prices are displayed on the website and are subject to correction in the event of typographical errors. Should an error occur in the price of any product, we will contact the customer and offer the option to either confirm the order at the correct price or cancel it and receive a full refund.
In the event that an item purchased by the customer becomes unavailable, any amount paid will be refunded using the original payment method or issued as store credit. The customer will be informed accordingly.
Warranty
Jewellery items are inherently delicate, and we recommend taking the following precautions:
- Avoid contact with abrasive substances or environments, including cosmetics, detergents, and perfumes;
- Store jewellery carefully to prevent friction with other items or tangling in the case of necklaces and chains;
- Clean jewellery only with a soft, dry cloth.
In accordance with applicable legislation, all jewellery products sold on this website are covered by a 2-year warranty.
If you believe your item is not in conformity with the warranty conditions, please contact us at geral@dprata.com.