Terms and Conditions of Use and Sale

Version 1.0 – Updated on 14 October 2025

1. Identification of the Owner and Contact Details

The website www.lojadoouro.pt and goldstorepremium.com (hereinafter, the "Website") is owned by Pérola do Tempo, S.A., a public limited company with registered office at Rua Luís de Camões, LJ 43 A, Barosa, 2400-441 Leiria, Portugal, Corporate Tax ID (NIPC) 509 264 140, registered activity as Goldsmith Retailer – Online Store (T1047).

Customer support contacts: 211 998 983 · apoiocliente@lojadoouro.pt · Online chat available on the Website.

2. Purpose and Scope of Application

These General Terms and Conditions govern access to and use of the Website and the sale of items to end consumers, pursuant to Decree-Law No. 24/2014 (distance contracts), Law No. 98/2015 (RJOC – Legal Regime for Goldsmithing and Assay Offices) and other applicable legislation.

By placing an order, the Customer declares that they have read and accepted these Terms, the Privacy Policy and the Cookie Policy.

Eligibility: The Website is intended for persons over 16 years of age. Pérola do Tempo, S.A. reserves the right to block accounts and cancel orders in cases of fraudulent, speculative or bad-faith use.

3. Account, Security and Communications

Registration requires a personal, non-transferable email (username) and password. The Customer is responsible for keeping these confidential.

Main notifications are sent by email (order confirmation) and, upon shipment, via WhatsApp with a tracking link/code. If you do not receive these, please check your spam folder and contact support.

4. Product Information, Certification and Prices

4.1. Description and images

We are committed to providing accurate descriptions and genuine photographs. There may be minor differences in colour/shade due to screen display, without affecting the essential characteristics of the item.

4.2. Hallmarking and authenticity

Pursuant to Article 64 of the RJOC, all precious metal items sold on the Website are duly hallmarked by the INCM and bear a maker's mark. The application of hallmarks is mandatory for items weighing more than 2g. Silver items come with a Guarantee Card; gold items come with a Certificate of Authenticity issued by official appraisers.

4.3. Pricing and price variation

Prices shown are in euros and include VAT at the legal rate. Prices may vary according to the international quotation of precious metals (LBMA) and may be updated daily, without prior notice, until the order is completed.

4.4. Purchase limits

For security reasons, each order is limited to a maximum of 10 items and up to €5,000. Larger orders or special collections may require in-store collection and additional verification.

5. Ordering Process

Select the items and proceed to the Cart > Checkout; 2) Fill in billing details and shipping address; 3) Enter a discount code (if applicable); 4) Choose the payment method and confirm.

Confirmation: you will receive an order confirmation email. Payment confirmation may take up to 24 hours to be received by the system. We hold the order for 48 hours; if payment is not made within this period, the order is automatically cancelled.

Changes/cancellation: These can be requested before the order is processed/shipped (via online chat or 211 998 983). Once shipped, the exchange/return policy applies.

6. Payment

6.1. Available methods

Multibanco Reference (Ref. MB) – reference valid for 48 hours.

MB WAY – notification sent to the number provided; valid for 5 minutes (orders up to €2,000).

Credit Card (VISA/Mastercard; 3D Secure).

Instalment payment:

Klarna – 3 interest-free instalments; used via the Klarna app (limit €1,000).

SeQura – 3/6/9/12 instalments; 3 instalments at no extra cost; from 6, 9 or 12 instalments, an interest rate applied by SeQura is added (limit €3,000).

Note: Credit assessment and approval for Klarna/SeQura is carried out on the respective platforms. Loja do Ouro and Gold Store Premium does not access banking data nor interfere in the decision.

6.2. Anti-fraud measures and declines

Payment providers may apply anti-fraud measures that result in a transaction being declined. Pérola do Tempo, S.A. is not responsible for such decisions.

However, to ensure transaction security and prevent fraud, all orders paid by credit card may be subject to an additional verification process.
In this case, our support team will contact the customer using the details provided at the time of purchase (phone or email) to confirm certain information required to validate the payment.

The order will only be processed once this verification has been completed and validated.
If the details cannot be confirmed, the order may be suspended or cancelled for security reasons.

All personal data will be handled confidentially and in accordance with our Privacy Policy.

Note: Security codes (CVV) or card passwords will never be requested.

7. Shipping, Delivery Charges and Deliveries

7.1. Processing and shipping

Orders are processed on the business day following payment confirmation (payments may take up to 24 hours).

Orders received before 1:00 PM may be shipped the same day.

7.2. Couriers and proof of delivery

CTT Expresso (PIN sent by SMS/WhatsApp for confirmation on delivery).

FedEx for certain international orders/values (Citizen Card and signature may be requested). Collection at CTT counters only by the account holder in person, with identification.

7.3. Indicative delivery times

Mainland Portugal: up to 2 business days

Autonomous Regions: up to 5 business days

Spain: 5–7 business days (CTT) or 2 business days (FedEx)

Rest of Europe: 2–3 business days (FedEx)

Delivery times are shown automatically at checkout once the address has been entered. Deliveries on business days, 9:00 AM–7:00 PM.

7.4. Delivery charges

Portugal (Mainland and Islands)

• Orders > €150: FREE (CTT)
• Orders ≤ €150: €5.90 (CTT)

Spain

• Up to €1,000: €15 (CTT)
• €1,000–2,500: €25 (CTT)
• €2,500–5,000: €30 (FedEx)

Luxembourg

• €150: FREE (CTT)

• ≤ €150: €13.90 (CTT)

Other countries – Europe

• Germany, Austria, Belgium, Denmark, France, Ireland, Italy, Monaco, Netherlands, Poland, United Kingdom, Sweden, Switzerland, Vatican City: €30 (FedEx)
• Andorra, Bulgaria, Croatia, Slovakia, Slovenia, Estonia, Finland, Gibraltar, Greece, Hungary, Latvia, Lithuania, Norway, Romania: €40 (FedEx)

Investment Gold (coins/bars): delivery charge of €10 per bar/coin (includes additional insurance).

7.5. International shipping and customs

For shipments outside the EU, customs duties/local taxes may apply, payable by the recipient.

7.6. Click & Collect (In-Store Collection)

Available upon request via chat/phone. Collection becomes available once the item's location has been confirmed and an appointment scheduled by contacting Loja do Ouro and Gold Store Premium.

7.7. Failed delivery and re-shipment

If the item is not received at the address provided, CTT will leave a postal slip/collection notice. Incorrect addresses or re-shipments due to the Customer's absence will incur re-shipment costs borne by the Customer.

7.8. Risk and ownership

Risk transfers upon physical delivery to the Customer. Ownership transfers upon full payment.

7.9. Tracking

At the time of shipment, the Customer receives a WhatsApp message with a tracking link/code; for international orders, an email from FedEx with tracking is also sent.

8. Right of Withdrawal (14 days) and Returns/Exchanges

8.1. Legal right of withdrawal (consumers)

Pursuant to Decree-Law 24/2014, the Customer has 14 days from delivery to withdraw from the contract without needing to give a reason (except for personalised/made-to-measure/engraved items, see 8.4). To exercise this right, contact apoiocliente@lojadoouro.pt with an unequivocal statement. A standard form is available upon request.

Effects: We will refund payments received, including standard delivery charges (where applicable), within a maximum of 14 days from being informed of the decision, and may withhold the refund until the goods are received or proof of return shipment is provided. Return costs are borne by the Customer, except in the case of a manufacturing defect.

8.2. Commercial exchange policy (15 business days)

In addition to the legal right above, we accept exchanges for size or item (same reference where applicable) within 15 business days of receipt, provided the item is unused, with original packaging, certificate and invoice.

Costs: For exchanges due to size/preference, transport costs are borne by the Customer. Return shipment must be made via CTT – Registered Mail. For gold items, the insurance value may vary depending on the item's value.

8.3. Seal of Authenticity and Exclusivity

All Gold jewellery from Loja do Ouro and Gold Store Premium is carefully shipped with a seal of authenticity, certifying the uniqueness and high quality standard of each piece. Under the legislation applicable to online purchases, returns will only be accepted within the legal period, provided the piece is returned in perfect condition and with the seal intact, showing no sign of being cut, tampered with or removed.

8.4. Return due to defect

A return is considered applicable when there is a defect/imperfection. In such cases, collection and transport costs are borne by Loja do Ouro and Gold Store Premium, and will be scheduled with the Customer. Following technical inspection, the item will be replaced, repaired or refunded.

8.5. Exclusions

The following are not eligible for return/exchange (except in case of defect):

Personalised/made-to-measure, engraved or custom-made items (e.g., made-to-measure wedding bands, personalised signet rings, jewellery with specific engraving/setting);

Sealed goods not suitable for return for hygiene protection reasons, once opened after delivery.

8.6. Procedure

Contact Customer Support (chat, 211 998 983 or apoiocliente@lojadoouro.pt). You will receive instructions for collection (return due to defect) or return shipment (exchange). All shipments must include the invoice and certificates.

8.7. Refunds – timeframes and methods

Ref. MB / MB WAY: by bank transfer (IBAN requested). Immediate after processing; international accounts may take up to 3 days.

Credit Card: chargeback within 3–5 business days.

Klarna/SeQura: automatic refund of the first instalment and cancellation of the remaining instalments on the respective platform.

Note: The refund is only issued after the items have been inspected. Delivery charges paid by the Customer (where applicable) are non-refundable.

9. Warranties, After-Sales Support and Liability

Legal warranty: 3 years for new goods; for used goods, this may be reduced to 18 months by agreement. The warranty covers manufacturing defects; it excludes misuse, accidents, wear and tear, oxidation, breakage of zirconia/stones due to impact, and unauthorised interventions.

The Customer must inspect the item upon receipt and report any discrepancies/damage immediately to apoiocliente@lojadoouro.pt.

Warranty returns must be sent in their original condition, with packaging and documentation. Once validated, a replacement/repair or refund will be offered (with return delivery charges covered where applicable within the first 15 days).

Pérola do Tempo, S.A. is not liable for internet interruptions, external intrusion or viruses beyond its control.

10. Stock Availability

All orders are subject to availability. In the event of a stock shortage, the Customer will be informed and may cancel the order with a full refund of amounts paid.

11. In-Person Services (summary information)

Appraisal and second-hand gold purchase and pawn services are provided exclusively at physical stores, following an in-person appraisal by certified appraisers, in accordance with applicable legislation. These services are governed by their own terms and conditions, available in-store.

12. Intellectual Property

All content, trademarks and distinctive signs on the Website belong to Pérola do Tempo, S.A. or to third-party licensors and are protected by law. Reproduction without authorisation is prohibited.

13. Data Protection

The processing of personal data complies with the GDPR and national legislation. Please refer to the Privacy Policy for details on purposes, legal bases, retention periods, data subject rights and contact details of the data controller. We do not store card details; payments are processed by certified providers (SSL).

14. Customer Support, Complaints and ADR

Support: email apoiocliente@lojadoouro.pt, online chat or 211 998 983 (business days). Prompt response, typically < 72 hours.

Electronic Complaints Book: available at www.livroreclamacoes.pt.

Alternative Dispute Resolution (ADR): in the event of a dispute, the consumer may turn to an ADR entity. An up-to-date list is available on the Consumer Portal. Alternatively, the European Commission's ODR platform may be used.

15. Governing Law and Jurisdiction

Portuguese law applies. In the absence of resolution through ADR, the courts of the district of Leiria shall have jurisdiction, without prejudice to mandatory consumer protection rules.

16. In-Person Location/Viewing of Items

For inspection/viewing purposes, items sold online may be viewed at the office located at Rua Prof. António Luís Fernandes, R/C, Loja 3 – Bairro de Jericó, 2440-158 Leiria (by appointment).