We don't want our customers to receive substandard items. Contact us immediately if you discover any issues so we can help. We want you to be 100% satisfied with our items and the service we provide.

EXCHANGES

In the event of an exchange due to incorrect size or personal preference, the shipping costs are to be borne by the customer.

The return must be sent from a CTT service counter via Registered Post.

For gold articles, the return shipping cost to our head office will vary depending on the value of the order, as insurance will be applied by CTT.

For silver or other non-gold metal articles, the return shipping cost via Registered Post will be approximately €5.00.

RETURNS

In the event of a return due to a defect or imperfection in the article, all shipping costs will be borne by Loja do Ouro, as will the entire process of scheduling the collection and reshipment of the pieces.

Refunds are processed in accordance with the payment method used at the time of the order.

For payments made by:

Visa — the refund will take approximately 3 to 5 business days to appear in your bank account.

Klarna and SeQura — the refund is processed automatically on the respective platforms. The amount initially paid (the 1st instalment) will be refunded, and the credit provider will automatically cancel the remaining scheduled instalments.

Please note: Refunds are only issued once the returned or exchanged pieces have been inspected. Once the inspection has been completed, our support team will contact you to proceed with the refund or dispatch of replacement articles.

Original shipping costs, where applicable, will not be refunded as these are expenses outside the scope of the article purchased or returned.