Yes, our gold jewellery comes with a Certificate of Authenticity.

• Gold articles: accompanied by a Certificate of Authenticity issued by our Official Appraisers, certified by the Portuguese National Mint and Official Hallmarking Authority (INCM), confirming the metal fineness, authenticity, and technical characteristics such as weight and dimensions.
• Silver articles: include a guarantee card with the respective piece certification, issued by Loja do Ouro.

In addition to the manufacturing guarantee, all gold and silver pieces are fully hallmarked by the Portuguese National Mint and Official Hallmarking Authority (INCM), in compliance with current Portuguese legislation.

Yes. All jewellery sold by Loja do Ouro comes with a warranty, in accordance with current national legislation (Decree-Law No. 84/2021).

• New articles: carry a 3-year warranty covering manufacturing defects and material faults.
• Second-hand gold articles: benefit from an 18-month warranty, as provided for under Portuguese law.

The warranty is valid from the date of delivery to the customer and applies to all pieces purchased both in-store and online.

The warranty covers manufacturing defects only and does not extend to damage resulting from misuse, accidental impact, contact with chemical products, natural oxidation, or repairs and alterations carried out by unauthorised third parties.

Notes:

• "Manufacturing defects and material faults" — slightly expanded from defeitos de fabrico ou de material for clarity; this is standard warranty language in UK/EU jewellery retail.
• "Accidental impact" — more precise than "falls" (quedas) in a formal warranty context.
• "Repairs and alterations carried out by unauthorised third parties" — the correct legal/warranty phrasing for intervenções realizadas por terceiros não autorizados, commonly used by jewellery retailers and manufacturers in English-speaking markets.
• Decree-Law reference kept as is — internationally recognised format for citing Portuguese legislation.

A garantia não cobre:

• Danos causados por uso indevido ou desgaste natural;
• Deformações resultantes de choques, quedas ou pressão excessiva;
• Alterações de cor provocadas por perfumes, cloro, produtos químicos ou suor;
• Rutura de correntes finas ou componentes delicados devido a esforço excessivo;
• Peças que tenham sido reparadas, modificadas ou gravadas por terceiros;
• Perda ou roubo do artigo.
  

Caso o artigo apresente danos fora da cobertura de garantia, a Loja do Ouro dispõe de serviço de reparação profissional — com orçamento gratuito e execução feita pelos nossos técnicos especializados.

Simply get in touch with our customer support team by phone (+351 244 835 486), email (apoiocliente@lojadoouro.pt) or via the support chat available on our website.

Our support team will assess your case, and you may be asked to provide photos or videos of the item in question. If the defect is confirmed to be a manufacturing fault, we will arrange for the piece to be repaired or replaced at no cost to the customer.

Our customer support team will walk you through the entire process and work to ensure the matter is resolved as quickly as possible.

Yes. Loja do Ouro offers a specialist after-sales technical service, which includes:

• Professional polishing and cleaning of gold and silver pieces;
• Ring and bracelet resizing;
• Soldering and structural repairs;
• Replacement of clasps, prongs and stones;
• Plating (gold or rhodium) for restoration of shine and finish.

All services are carried out upon receipt of a quote request and performed by experienced goldsmiths, ensuring the authenticity and quality of your piece is fully maintained throughout.

The quote is free of charge and carries no obligation. Once the piece has been assessed, our technical team will provide an estimated cost and turnaround time. In cases involving stone replacement, component replacement or plating, the price will be communicated to the customer for approval before any work begins.

A quote can be requested at any Loja do Ouro store or through our customer support channels — via online chat, email (apoiocliente@lojadoouro.pt) or phone on +351 244 835 486.

Yes. Loja do Ouro offers a professional ring resizing service, carried out by experienced goldsmiths.

Resizing can be performed to either increase or decrease the ring size, provided the design of the piece allows for it without compromising its structure, engravings or stone settings.

This service is subject to a quote, which is provided following assessment of the piece. The average turnaround time is up to 15 business days, depending on the type of work required.

You can request this service directly at any of our physical stores or through our online support, by providing your desired ring size or finger measurement.

Please note: Depending on the value of the quote, a deposit of 50% of the total cost may be required before work begins. Resized (or personalised) pieces cannot be exchanged afterwards and are no longer covered by the warranty.

📞 Phone: 244 835 486
💬 Online Chat: disponível no site oficial
📧 E-mail: apoiocliente@lojadoouro.pt

Our customer support team will be glad to assist you on any matter required, be it a warrante activation, submit a repair request or ask for the satus of your order.