Your jewellery deserves care that lasts.

Yes. Gold jewellery includes an Authenticity Certificate from qualified Official Appraisers, recording metal fineness, authenticity, weight and dimensions. Silver items include a Gold Store Premium guarantee and certification card.

Precious-metal articles comply with Portuguese hallmarking rules. Where required, they bear an official Portuguese hallmark or recognised equivalent; statutory weight exemptions remain subject to the applicable technical and responsibility-mark rules.

Yes, under Decree-Law no. 84/2021. New items have a 3-year statutory guarantee from delivery. Used items also have 3 years, which may be reduced to 18 months only by express agreement at purchase. This applies in store and online; legal remedies follow the statutory conditions and order.

Damage unrelated to an original lack of conformity is not covered, including:

• misuse or normal wear;
• falls, impacts, crushing or excessive pressure;
• effects of perfume, chlorine, chemicals, cosmetics or perspiration;
• fine-chain or delicate-part breakage caused by excessive force;
• damage caused or aggravated by unauthorised third-party work;
• loss or theft.

Each case is technically assessed. We can provide a free estimate for work outside statutory coverage.

Contact customer care by telephone, email or our online contact page. Provide proof of purchase or the order number, a description and, when requested, clear photos or videos. If a covered lack of conformity is confirmed, the appropriate legal remedy is provided without cost, under the applicable conditions.

Yes. Experienced goldsmiths provide cleaning, polishing, resizing, soldering, structural repairs, replacement of clasps, settings or stones, and gold or rhodium finishes. Every intervention follows a technical assessment.

The estimate is free and carries no obligation. Cost and indicative timing are confirmed after inspection. Stones, components, plating or extra work are only completed after customer approval.

Yes, where its design, setting, engraving and structure allow. The indicative time is up to 15 business days; a 50% deposit may be requested depending on value.

A personalised item may not be returned solely for a change of mind, without limiting mandatory conformity rights. Damage caused by the requested alteration or third-party work is not covered.

Telephone: 244 835 486
Email: apoiocliente@lojadoouro.pt
Online: contact page and website chat.

You may also visit one of our stores for guarantee support, an estimate or repair-status information.