Frequently asked questions

Choose a category or use the site search, select the item you want and add it to your basket. Then proceed to checkout, confirm your billing details and delivery address, enter a valid discount code if applicable, and choose one of the payment methods available at checkout.

Once your order has been created, you will receive a confirmation email. When it is dispatched, you will receive the tracking information available for the shipment.

Buying from Loja do Ouro online is simple, secure and supported by our customer care team.

Yes. The website uses secure, encrypted connections and payments are processed by specialist providers. Loja do Ouro does not store your full card details.

Some transactions may be subject to anti-fraud checks or additional verification by the payment providers. Where necessary, our team may contact you using the details given in your order, but we will never ask for passwords, PINs or card CVV codes.

The data needed to process your order may be handled by payment providers, carriers and other partners, as set out in our Privacy Policy.

Yes, as long as the order has not yet been processed or dispatched. Contact us as soon as possible through the online chat, by email or by phone.

If the order has already been dispatched, please wait for delivery and then follow the applicable exchange procedure, or exercise your right of withdrawal where it applies.

Yes. After you place your order, you will receive a confirmation email. If you cannot find it, check your spam or junk folder.

When your order is dispatched, you will receive the tracking information available for the shipment, notably by WhatsApp and, for some international shipments, also from the carrier.

Each product page shows its measurements, and you can also check our Size guide.

The guide explains how to measure a ring size, compare chain lengths and choose the right bracelet size. If you are buying jewellery as a gift and do not know the size, our team can help you before you complete your purchase.

For delivery in Portugal, you can pay in full by Visa or Mastercard, Multibanco reference, MB WAY, Apple Pay or Google Pay (on compatible devices), or in instalments with Klarna, Scalapay or seQura.

For card payments, your bank may ask for 3D Secure confirmation: an SMS code or approval in your banking app. The methods depend on the delivery country, and checkout always shows the ones that apply to your address. See the details of each method on our Payment methods page.

When you choose Multibanco reference (available in Portugal only), you receive the details needed to pay: entity, reference and amount. The reference must be paid within the time stated.

Under the policy currently stated by Loja do Ouro, references not paid within 48 hours may lead to the order being cancelled automatically.

The payment request is sent to the mobile number linked to your order. You must approve it in the MB WAY app within the time shown. MB WAY is available in Portugal only, for orders up to €2,000.

Under the policy currently stated by Loja do Ouro, an MB WAY request is valid for 5 minutes; if it expires without being approved, customer care can send you a new request or a Multibanco reference.

Depending on the delivery country, Klarna lets you split your purchase into 3 interest-free instalments (0% APRC), subject to Klarna’s own approval, for purchases from €35 to €1,000. The first instalment is paid at the time of purchase and the other two are charged automatically every 30 days to the card you choose.

We do not decide whether the financing is approved, and we do not receive the bank details used by Klarna. Always check Klarna’s current terms before completing your purchase.

In Portugal, Spain, France, Germany, Italy, the Netherlands, Belgium, Austria and Finland (in euros), Scalapay lets you split your purchase into 3 or 4 interest-free instalments, subject to Scalapay’s own approval, for purchases from €5 to €4,999.99. The first instalment is paid at the time of purchase and the rest are charged monthly.

We do not decide on approval, and we do not receive the bank details used by Scalapay. Always check Scalapay’s current terms before completing your purchase.

In Portugal, seQura lets you spread the payment over 3, 6, 9 or 12 monthly instalments, for purchases from €50 to €3,000 (above €3,000, the difference is paid with the first instalment). You will be asked for your Portuguese tax number (NIF), mobile number and a card, and you can pay early, in full or in part. seQura shows the terms of each plan, including the APRC where the plan has costs, before you confirm.

The assessment and approval are carried out by seQura itself. Always check seQura’s current terms, shown before you sign up. Lender: SVEA Bank AB; credit intermediary: Lendismart Unipessoal Lda (Banco de Portugal registration no. 0006212).

Orders are normally dispatched on the business day after payment is confirmed. Orders confirmed by 1 pm (Portugal time) may, where operationally possible, be dispatched the same day.

Confirmation of some payments can take up to 24 hours. The delivery times shown at checkout run from processing/dispatch and are estimates.

The indicative delivery times currently stated are:

• Mainland Portugal: up to 2 business days;
• The Azores and Madeira: up to 5 business days;
• Spain: approximately 5 to 7 business days with CTT Expresso, or around 2 business days with FedEx;
• Rest of Europe: approximately 2 to 3 business days with FedEx.

The delivery time shown at checkout for the address and shipping method you select is the one that applies to your order.

According to the rates currently stated:

Mainland Portugal and the islands
• up to €150: €5.90 with CTT
• over €150: free CTT shipping

Spain
• up to €1,000: €15 with CTT
• €1,000 to €2,500: €25 with CTT
• €2,500 to €5,000: €30 with FedEx

Luxembourg
• up to €150: €13.90 with CTT
• over €150: free CTT shipping

For other European destinations, rates vary by country and shipping method. The amount shown at checkout always prevails.

Investment gold: the stated policy provides for an additional €10 for shipping/insurance per bar or coin.

Yes. When your order is dispatched, you will receive a tracking link and/or code. For international shipments with FedEx, you may also receive an email directly from the carrier.

Yes, subject to availability and confirmation by our team. Because our stock is spread across our stores in Portugal, collection is only available once the item’s location has been confirmed and the collection has been scheduled.

Please contact customer care before travelling to the store.

Yes, Loja do Ouro ships to a number of countries. The destinations, methods, prices and delivery times available are shown at checkout.

For shipments outside the European Union, customs duties, taxes or local charges may be collected at the destination. Unless the law or our commercial terms state otherwise, these charges are the responsibility of the recipient.

Gold items are shipped using services with cover suitable for transporting valuables, according to the method selected. Loja do Ouro handles the transport risk until delivery to the consumer, in accordance with the law and the terms of the shipping service.

If you notice damaged packaging, any irregularity or a failed delivery, contact us immediately. For investment gold, there is a specific insurance/shipping cost shown at checkout.

Yes, where the rules on distance contracts apply. As a rule, consumers have 14 calendar days from physical receipt of the goods to exercise the right of withdrawal, without giving any reason.

To exercise it, you must inform Loja do Ouro of your decision by a clear statement within that period. There are legal exceptions, notably for goods made to the consumer’s specifications or clearly personalised.

No. They are two different schemes.

• The legal right of withdrawal generally applies for 14 calendar days to eligible distance purchases.
• In addition, Loja do Ouro offers a commercial exchange policy of up to 15 business days for eligible items, for example for size or preference, under the conditions stated by the store.

The commercial policy does not reduce or replace the consumer’s statutory rights.

The item must be kept and returned with appropriate care. Under the commercial exchange policy, it may need to be unworn, with its packaging, certificate/documentation and proof of purchase.

When exercising the legal right of withdrawal, you may handle the goods with due care, as you reasonably would in a physical shop. You may be liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

It depends on the reason:

• Withdrawal: the direct cost of returning the goods may be borne by the consumer, provided they were informed of this beforehand;
• Commercial exchange for size or preference: shipping costs are paid by the customer, in line with Loja do Ouro’s policy;
• Lack of conformity/defect attributable to the product: the trader bears the cost of bringing the goods into conformity and the necessary expenses, as provided by law.

Before sending any item, contact customer care for instructions and a shipping method suited to the item’s value.

When you exercise the legal right of withdrawal, Loja do Ouro must refund you within 14 days at the latest of being informed of your decision, using the same means of payment as the original transaction, unless you have expressly agreed to another means at no cost to you.

Where Loja do Ouro has not offered to collect the goods, the refund may be withheld until the goods are received or until you provide proof of having sent them back, whichever is earlier.

For payments made with Klarna, Scalapay or seQura, the provider concerned adjusts the payment in line with the refund processed.

If you exercise the legal right of withdrawal, the payments received are refunded, including the cost of the applicable standard delivery option. Loja do Ouro is not required to refund the extra cost of a delivery option that you expressly chose and that is more expensive than the least expensive standard option.

This rule is different from the commercial exchange policy for size or preference.

If a lack of conformity becomes apparent within 30 days of delivery, the law gives the consumer, under the applicable conditions, the so-called right of rejection: you may request the immediate replacement of the goods or the termination of the contract.

Gold items come with the documentation of authenticity provided by Loja do Ouro, and silver items come with the relevant warranty/certification information. On precious metals, the assay office hallmark is applied where the law requires it; there are legal exemptions based on the item’s weight. See Legal marks of the Portuguese assay offices.

Yes. Under Portuguese Decree-Law no. 84/2021, new movable goods carry a period of liability for lack of conformity of 3 years from delivery.

For used movable goods, this period may be reduced to 18 months by agreement between the parties, where the law allows it. The 18-month period should therefore not be presented as automatic for all used items.

The legal guarantee is not limited to a general notion of ‘manufacturing defect’. In legal terms, the question is whether the goods are in conformity with the contract, including their description, characteristics, quality, durability and the use reasonably expected of goods of the same type, taking into account what was agreed and communicated to the consumer.

Damage whose cause is shown to be external to the goods — for example misuse, drops, excessive pressure, unsuitable contact with chemicals, normal wear and tear, or third-party work that causes the problem — may not amount to a lack of conformity attributable to Loja do Ouro.

Exclusions are never applied automatically: each case is assessed according to the item, its use, the cause of the damage and the consumer’s statutory rights.

Contact customer care by phone on +351 244 835 486 (call to a Portuguese landline), by email at apoiocliente@lojadoouro.pt or through the online chat.

We may ask for photos or videos for an initial assessment and explain how to get the item to us. If there is a lack of conformity covered by law, the remedies provided by law will apply, with no undue charges to the consumer.

Repair or replacement must be carried out free of charge, within a reasonable time and without significant inconvenience to the consumer. As a rule, it should not take more than 30 days, unless the nature or complexity of the goods, the seriousness of the problem or the effort required justifies a longer period.

Yes. Loja do Ouro has an after-sales technical service, subject to assessment and a quote, for work such as cleaning and polishing, adjustments, soldering, replacing clasps or claws, stone setting and certain platings/finishes.

The quote is given before any work is done, and the time needed depends on the type of work.

Yes, provided the construction, setting, engraving and materials allow the adjustment without compromising the item’s integrity. The service is carried out after assessment and a quote.

An alteration requested by the customer should not be described as automatically voiding the entire legal guarantee. However, problems directly caused by an alteration or by third-party work may not be attributable to Loja do Ouro.

Yes. Loja do Ouro creates personalised jewellery and made-to-measure pieces, depending on the design, materials and technical feasibility. You can start from an existing model or ask for a specific piece to be created.

Before production, the quote, materials, measurements, personalisation and lead time are agreed. Items in precious metal follow the certification and hallmarking rules required by law.

Personalisation is also possible in 925 silver, subject to technical feasibility.

Yes. Names, initials, dates, coordinates, symbols or short messages can be engraved, where the size and construction of the item allow.

Simple engravings usually take less time, often around 48 hours. This may take longer at busy times or when the work requires additional technical work.

Yes. You can request a quote by phone on +351 244 835 486 (call to a Portuguese landline), by email at apoiocliente@lojadoouro.pt, through the online chat or at one of our stores in Portugal.

If possible, send reference photos and tell us the metal, measurements, stones, engraving and any other details you would like.

It depends a great deal on the type of personalisation. As a guide, simple work can be completed in around 5 to 20 business days, while a fully made-to-order piece may take approximately 10 to 30 business days.

The final lead time is always confirmed before production starts. At busy times of year, you may need to allow more time.

Under the commercial policy currently stated for personalised items, a 50% deposit may be requested before production starts, with the balance paid under the conditions agreed for delivery or shipping.

Yes. Wedding rings can be made to measure, and graduation rings can be made to the model, size, carat, stones and symbols chosen by the customer.

View the wedding ring catalogue
View the graduation ring catalogue

Ahead of Portuguese graduation celebrations such as Bênção das Pastas and Queima das Fitas, we recommend ordering early.

Unless otherwise agreed, the legal right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised, such as certain made-to-measure items or items with specific personalisation.

This exception does not remove your statutory rights in the event of a lack of conformity. If the item does not match what was agreed or shows a lack of conformity, contact our after-sales team for an assessment.

Visit one of our stores in Portugal with the items you would like to have valued. We buy used gold after an in-person valuation and an offer.

If you accept the offer, the transaction is completed in line with the applicable legal and internal procedures.

The valuation takes into account factors such as fineness/purity, weight, the precious-metal price, the type of item, its condition, rarity and any resale value.

The assessment may include examining the marks, weighing and appropriate professional testing. Items in precious metals must be valued in line with the applicable rules and by qualified professionals where the law requires.

You must present a valid identity document and the tax details required by law. Businesses that buy and sell used precious metals are subject to registration and reporting obligations to the competent authorities, so certain information is collected to comply with the law.

Once the offer has been accepted and the necessary procedures completed, payment can be processed immediately through the means made available by Loja do Ouro.

Cash payments are subject to legal limits and applicable internal policies. For transactions that reach the relevant legal limit, a traceable means of payment must be used, such as a bank transfer, an electronic payment or a cheque made out to you.

Loja do Ouro values used jewellery, broken or damaged items, coins and bars. Not having a certificate does not necessarily prevent a valuation, because authenticity and fineness can be assessed professionally.

Acceptance and the final value always depend on in-person verification, the item’s characteristics and its lawful origin.

Yes. Coins can have both precious-metal value and possible numismatic value. The year, mint, rarity and condition can affect the valuation, as well as the weight, fineness and gold price.

There is no single price per gram that applies to every item. The amount depends on the fineness, weight, the day’s gold price and the item’s characteristics. An exact offer requires an in-person valuation.

You can check our daily precious metals quotation for reference.

A pawn loan is a loan secured by an item handed over as a pledge. In pawnbroking, the loan amount is based on the valuation of the item given as security and on the applicable contract terms.

It is a regulated, in-person service. Before you sign, you must be told the valuation, the amount lent, the interest rate, the term, the repayment conditions and the other information required by law.

Visit one of our stores in Portugal that offers the service, with your items and the necessary documents. The items are valued in person and, based on the valuation, you receive a loan offer.

Before you travel, we recommend checking with customer care which stores offer the service.

To sign the contract, you need the legally required identity details, address and tax identification number.

The amount depends on the valuation of the item. For precious-metal items, the factors considered include the daily price, weight, fineness, age, rarity, condition and resale value.

The information currently stated by Loja do Ouro sets a minimum loan of €100; the maximum depends on the valuation and the rules applicable to the contract.

The applicable rate must be disclosed before the contract is signed and is subject to the legal limits for pawnbroking. As rates may be updated, we do not quote a historical rate in these FAQs.

See our pawn loan rates page or ask in store for the current information before you sign.

The exact term must be set out in the contract. Under the Portuguese legal framework for pawnbroking, unless the contract provides otherwise, the contract runs for one month and may be renewed for equal, successive periods up to the legal maximum.

Under these default rules, the law sets a maximum of two years. If Loja do Ouro sets a shorter term in the contract, that is the term stated in the conditions given to the customer.

Yes. The debt can be repaid early by paying the capital and the interest due. The law also allows partial repayments, under the conditions set for renewing the contract; as a rule, a partial repayment cannot be less than 10% of the outstanding capital.

Once the necessary amount has been paid, you can redeem your item. Where the contract provides for it, collection may require five business days’ notice.

Under the procedure stated by Loja do Ouro, pawned items are kept in high-security safes, and the service includes the protection provided for goods given as security. The applicable storage, liability and compensation terms are set out in the contract.

Late payment may give rise to default interest as provided by law. If payment is more than three months overdue, the pawned item may be put up for sale.

The law requires the borrower to be notified before the auction. Up to the point allowed by law, the customer can avoid the sale by redeeming the item or settling the arrears under the applicable conditions.

Gold (Au) is a precious metal known for its high density, malleability, lustre and strong resistance to corrosion. Pure gold has a density of about 19.3 g/cm³ and is very malleable, which is why jewellers often use alloys with other metals to achieve greater strength, colour and suitable technical properties.

‘Ouro de lei’ is the Portuguese name for gold of a legally recognised fineness. Fineness indicates the proportion of fine gold in the alloy. In Portugal, the legal gold finenesses include 999‰, 916‰, 800‰, 750‰, 585‰ and 375‰, corresponding roughly to 24k, 22k, 19.2k, 18k, 14k and 9k.

800‰ / 19.2k gold is traditional in Portugal, but it is not the only gold sold legally. The assay office hallmark certifies the metal and its fineness where the law requires it to be applied.

Not necessarily. There are legal exemptions based on weight and other cases set out in the Portuguese legal regime for precious-metal articles and assay offices. Currently, items made wholly or partly of gold may be exempt from the assay office hallmark when their total weight is 0.5 g or less, without prejudice to the other legal obligations, including the responsibility mark.

See our Legal marks of the Portuguese assay offices page for detailed information.

When applied to gold, the carat indicates purity, not weight. The marks on an item may indicate its fineness, but older items may have worn marks, and a single mark is no substitute for professional verification.

The higher the purity, the greater the proportion of fine gold, but this does not automatically mean greater mechanical strength: higher-purity gold is also more malleable.

The safest way is a professional valuation. Marks, weight, density and magnetic response can give clues, but no simple home test can confirm authenticity on its own.

Avoid ceramic, scratch or acid tests at home, as they may damage the item or pose safety risks. Loja do Ouro offers in-person valuations by qualified professionals.

The gold price changes daily with the international market and exchange rates. The international benchmark uses the troy ounce and, for valuations in Portugal, the value may be converted to euros and adjusted to the item’s fineness.

The price paid for used gold is not simply the price of fine gold: it depends on the purity, weight and characteristics of the item. Check the daily precious metals quotation and ask for a valuation to receive a firm offer.

It depends mainly on the weight, purity, gold price and commercial terms. Investment bars are normally produced to a high level of purity and may carry the manufacturer’s/refiner’s identification and certification.

Buying and selling prices may differ because of the commercial spread, production costs, certification, shipping and the market.

Gold sovereigns may be worth the gold they contain and, in some cases, have additional numismatic value. That value depends on the year, reign, mint, mintage, rarity, variety and condition.

There is no rule that a single reverse design is always the most valuable. A correct valuation requires identifying the specific coin.

Some investors use physical gold as a store of value and a way to diversify, but its price can rise or fall and there is no guarantee that it will increase in value. There may also be spreads between buying and selling prices, as well as storage, insurance and liquidity costs.

Any decision should take into account your objectives, time horizon and risk tolerance. The information in these FAQs is general and does not constitute personalised financial advice.

For simple items without delicate materials, use lukewarm water, a small amount of mild soap and a very soft cloth or brush, then rinse and dry carefully.

Items with pearls, porous stones, glued elements, enamel or special finishes need specific care and should not be immersed without checking that this is safe. Avoid toothpaste, bleach and abrasive products.

Silver (Ag) is a precious metal with high electrical and thermal conductivity, a metallic lustre and great malleability. In jewellery, it is often used as an alloy to increase its mechanical strength.

Silver can tarnish over time as it reacts with compounds in the environment, especially sulphur compounds. This surface tarnish is common and does not, in itself, mean that an item is not silver.

925 silver means the alloy contains 925 parts of silver in every 1,000, i.e. 92.5% silver. The remaining 7.5% consists of other metals in the alloy.

In Portugal there are several legal silver finenesses, including 999‰, 925‰, 835‰, 830‰ and 800‰. Whether the assay office hallmark is applied depends on the legal rules and the item’s weight.

No. Currently, items made wholly or partly of silver may be exempt from the assay office hallmark when their total weight is 2 g or less, without prejudice to the other applicable obligations. For mixed items with gold or platinum, the relevant threshold may be different.

The responsibility mark remains subject to the applicable legal regime.

Fineness marks, colour, weight and magnetic behaviour can give clues, but no simple home test is conclusive. The magnet test, for example, can rule out some metals but cannot confirm on its own that an item is silver.

For reliable confirmation, ask for a professional valuation. Avoid acids and abrasive methods at home.

Tarnish is mainly caused by compounds forming on the surface, often silver sulphide, through reaction with substances in the air, sweat, cosmetics or other agents. It is a surface phenomenon and can usually be reversed with proper cleaning.

For regular care, use a soft silver-polishing cloth or a specific product suitable for the item’s finish. Avoid toothpaste and other abrasive products, which can scratch the surface.

Home methods using aluminium, salt or hot water may be unsuitable for items with stones, pearls, glue, decorative oxidation or coatings. For delicate items, professional cleaning is the better choice.

Silver is traded internationally by the troy ounce, equivalent to about 31.103 g. Its value in euros depends on the international price and the exchange rate.

For a used item, the valuation takes into account purity, weight, condition, marks, characteristics and any resale value. Check our daily precious metals quotation for reference.