14 daysLegal withdrawal online
ENVIOS GRÁTIS EM PORTUGAL EM ENCOMENDAS SUPERIORES A 150 €
Exceto Ouro de Investimento — barras e moedas
Exchanges & returns
A clear and secure route for online withdrawal, a voluntary exchange or an item with a defect.
Clear routes
Withdrawal, a voluntary exchange and a defective item are different cases. We separate them so you know the deadline, costs and next step before sending your jewellery.
How it works
Send the order number, item and reason. Photos may help us assess a possible defect.
We identify withdrawal, voluntary exchange or a lack-of-conformity claim.
We provide the correct address, shipping method or collection details.
After checking the item, we confirm the exchange, legal remedy or refund by email.
Do not send valuable jewellery before receiving our instructions. This protects the item and keeps the process traceable.
Essential conditions
For distance purchases, you may withdraw without giving a reason within 14 calendar days after delivery, subject to statutory exceptions.
Tell us within the deadline. Direct return costs are normally yours; handle the item only as you reasonably would in a shop.
In addition to statutory rights, Gold Store Premium accepts exchange or return requests up to 15 business days after delivery.
The item must be complete, unworn and include its packaging, certificate and proof of purchase. This policy never reduces mandatory rights.
A fault is not treated as a change of mind. Contact us before shipping and send images when requested.
Once non-conformity is confirmed, Gold Store Premium arranges and pays the necessary transport and applies the appropriate legal remedy.
The 14-day withdrawal applies to distance purchases and statutory exceptions remain. This page does not limit mandatory rights; Portuguese Decree-Laws 24/2014 and 84/2021 prevail.
Refunds
The payment method determines the credit route. Your bank or provider may add processing time after our confirmation.
We may request an IBAN when reversal is unavailable. A Portuguese transfer is usually prompt; an international one may take around three business days.
Credit is sent to the original card and normally appears within three to five business days, depending on the issuer.
The platform adjusts or refunds paid amounts and cancels or updates future instalments under its own procedure.
For statutory withdrawal, we refund within 14 days of your notice, but may wait for the item or proof of dispatch. We use the original payment method unless otherwise agreed.
The least expensive standard outbound delivery is included. Premium delivery extras and direct return costs are excluded, unless we arrange collection or the item is non-conforming.
Before sending
Send the complete item with certificate, accessories and proof of purchase. For the extended policy, include the original packaging and ensure the jewellery is unworn.
Pack it securely and never attach the shipping label directly to the jewellery case.
For withdrawal or voluntary exchange, the customer normally pays. Use registered, suitably insured shipping and ask us first about high-value gold.
For confirmed non-conformity, Gold Store Premium arranges and pays the necessary transport.
Made-to-order or clearly personalised items, including certain engravings or alterations, may be excluded from withdrawal and voluntary exchange. Statutory hygiene exceptions may also apply.
This does not remove your rights when an item is defective or non-conforming.
The statutory 14-day withdrawal applies to distance purchases. A change of mind after an in-store purchase follows the commercial conditions given at purchase.
The legal guarantee still protects a defective item bought online or in a store.
Tell us the order number and what happened. We will identify the correct route before your jewellery travels.
Personal support · Tracked process
