Orders are dispatched on the next business day after our system receives confirmation of your payment. Please note that payment confirmation can take up to 24 hours to be processed by the system. Orders placed before 1:00 PM may be dispatched on the same day.

Deliveries are made on business days between 9:00 AM and 7:00 PM, to the address provided at checkout. If no one is available to receive the parcel, CTT will leave a collection notice with instructions on how to pick up your order from your nearest CTT collection point.

For orders dispatched via CTT Expresso, a confirmation PIN will be required at the time of delivery. This PIN will be sent to the mobile number provided when placing your order.

For high-value orders, proof of identity (national ID card) and a signature will be required upon delivery. If collection is made at a CTT service counter, it must be carried out by the account holder in person.

DELIVERY TIMEFRAMES:

• Mainland Portugal — up to 2 business days
• Islands (Azores & Madeira) — up to 5 business days
• Spain — 5 to 7 business days (CTT Expresso) / 2 business days (FedEx)
• Rest of Europe — 2 to 3 business days (FedEx)

Please note: delivery timeframes are calculated automatically at checkout when you enter your delivery address.

MAINLAND PORTUGAL & ISLANDS

• Orders over €150 — FREE SHIPPING (CTT)
• Orders up to €150 — €5.90 (CTT)

SPAIN

• Orders up to €1,000 — €15.00 (CTT)
• Orders from €1,000 to €2,500 — €25.00 (CTT)
• Orders from €2,500 to €5,000 — €30.00 (FedEx)

LUXEMBOURG

• Orders over €150 — FREE SHIPPING (CTT)
• Orders up to €150 — €13.90 (CTT)

OTHER COUNTRIES — EUROPE

• Germany, Austria, Belgium, Denmark, France, Ireland, Italy, Monaco, Netherlands, Poland, United Kingdom, Sweden, Switzerland and Vatican City — €30.00 (FedEx)
• Andorra, Bulgaria, Croatia, Slovakia, Slovenia, Estonia, Finland, Gibraltar, Greece, Hungary, Latvia, Lithuania, Norway, Romania — €40.00 (FedEx)

IMPORTANT NOTE — INVESTMENT GOLD

For orders of Investment Gold (Gold Coins and Gold Bars), a shipping surcharge of €10.00 per bar/coin applies, as additional insurance coverage is required.

Orders are dispatched on the next business day after our system receives confirmation of your payment. Please note that payment confirmation can take up to 24 hours to be processed by the system. Orders placed before 1:00 PM may be dispatched on the same day.

Deliveries are made on business days only.

DELIVERY TIMEFRAMES:

• Mainland Portugal — up to 2 business days
• Islands (Azores & Madeira) — up to 5 business days
• Spain — 5 to 7 business days (CTT Expresso) / 2 business days (FedEx)
• Rest of Europe — 2 to 3 business days (FedEx)

Please note: delivery timeframes are calculated automatically at checkout when you enter your delivery address.

Once your order has been dispatched, you will receive a WhatsApp notification containing a tracking link and/or tracking code so you can follow your delivery in real time.

If you cannot find the confirmation email, please check your spam or junk folder. If you have not received any notification at all, please get in touch via our support chat or by phone on 244 835 486 and we will check the status of your order for you.

INTERNATIONAL ORDERS — FEDEX

For international orders, in addition to the tracking code sent via WhatsApp, you will also receive an email directly from the carrier (FedEx) with a link to track your order.

Deliveries are made on business days between 9:00 AM and 7:00 PM, to the address provided at checkout. If no one is available to receive the parcel, CTT will leave a collection notice with instructions on how to pick up your order from your nearest CTT collection point.

Yes, you are welcome to place an order on our website and collect it from one of our physical stores.

To arrange this, simply get in touch via our support chat or by phone on +351 244 835 486.

Please note: Our articles are distributed across our various store locations, so collection will only be available once the item's location has been confirmed and you have been contacted by Loja do Ouro to schedule your collection.

If your order has not arrived within the expected timeframe, the first step is to check your delivery status using the tracking link or tracking code sent to you via WhatsApp (or, in some cases, by email).

If the tracking shows no recent updates or there appears to be a delay on the carrier's end, please contact our customer support team via online chat, WhatsApp or by phone on 244 835 486.

Our team will liaise directly with the carrier to check on the status of your delivery and ensure it is followed up as quickly as possible.

PEAK & FESTIVE PERIODS

During periods of higher order volume — such as Christmas, sales events or public holidays — minor delays may occur that are outside of our control. Even so, we are committed to following up on each case individually until delivery is complete.

Please note: During key festive periods (Christmas, Mother's Day, etc.), we display a notice in the header of our website indicating the last order date to guarantee delivery in time for the occasion.

Yes. Loja do Ouro ships internationally to a wide range of countries. During checkout, simply enter your delivery address and shipping costs will be calculated automatically based on the destination provided.

Estimated delivery times are shown at checkout and vary depending on the destination country and chosen shipping method. A tracking code is always provided so you can follow your order every step of the way.

If your country does not appear in the list of available destinations, please contact our team via online chat, WhatsApp or email, and we will look into the possibility of arranging a custom shipping solution for you.

Please note: For orders shipped outside the European Union, customs duties or local taxes may apply. These charges are the responsibility of the recipient. We recommend checking with your local customs authority in advance to understand any applicable conditions.

Yes, Loja do Ouro provides shipping insurance for all gold article orders*. Every order containing gold articles dispatched by Loja do Ouro is fully insured throughout transit, up to the point of delivery to the customer.

We work exclusively with certified carriers experienced in the handling and transportation of precious metals, ensuring the highest levels of security and full traceability for your order.

Important: Insurance coverage applies to the full value of the order up until confirmed delivery. Once the order has been received, responsibility passes to the customer. We therefore recommend inspecting the condition of the packaging at the time of delivery and reporting any irregularities to our support team immediately.

In the event of any loss, damage or irregularity during transit, Loja do Ouro will handle the process directly with the carrier, arranging either a replacement shipment or a full refund as appropriate.

*INVESTMENT GOLD — For orders of Investment Gold (Gold Coins and Gold Bars), a shipping surcharge of €10.00 per bar/coin applies, as additional insurance coverage is required.