FAQ

How long will I have to wait for my order?

We have lots of pieces in stock! Check delivery times for your shipping address here: https://www.filigranaportuguesa.pt/pages/envios_devolucoes

How will I know my order has shipped?

We like to keep our customers informed every step of the way. As soon as your piece ships, we'll send you a shipping confirmation email.

My order is urgent. What can I do?

Talk to us — don't wait! Email us at info@filigranaportuguesa.pt.

My address is outside Europe. Will I have to pay customs duties?

Yes. Outside the European Union, orders are subject to import duties, collected by the carrier on delivery together with a clearance fee. For the United States, since August 2025 duties apply to every order, whatever its value. These amounts are set by the authorities of the destination country — we don't control or receive them, but we're happy to help with any questions.

Can I exchange my pieces?

Of course! It wouldn't be fair otherwise. Didn't it fit? Were you expecting a different piece? Talk to us here. We always like to know what we can do better.

We'll refund you in full if you send the piece back within 45 days of receiving it. It must be returned in the same condition in which you received it (immaculate!). Shipping costs are not refunded.

How can I make a complaint?

We're very sorry you feel the need to, but we always want to improve our service. Seixas Garcês Lda has an Electronic Complaints Book. Our alternative dispute resolution (ADR) body is the Porto Consumer Information and Arbitration Center (CICAP) https://www.cicap.pt/.

You can access it at: https://www.livroreclamacoes.pt/inicio or by clicking the image below:

Can I return my pieces? How?

Of course — although we're sad we didn't live up to your expectations! We'll refund the full price of the pieces if you meet the following conditions:

• Return the item in perfect condition, in its original packaging and with its invoice
• Return the item within 45 days of purchase
• Include a written note with the reason for the return (you can simply say "It wasn't what I expected!")

Please send your pieces to:

Seixas Garcês Lda

Apartado 108

4564-909 Penafiel

We'll let you know as soon as we receive them.

PLEASE NOTE: We do not accept returns on made-to-order pieces (personalized pieces or gold pieces not in stock).

Materials and Care

How can I be sure I'm buying real gold or silver?

Every silver or gold item carries a 925, 375 or 800 hallmark (applied by an independent body, such as the Porto Assay Office), which guarantees its authenticity. Alongside this hallmark there is always a second mark, known as the sponsor's mark, which belongs to the maker.

Where are the pieces designed and made?

All our pieces are designed and made in Portugal.

What does gold plating mean?

Portugal has always had a tradition of gold. When harder economic times came, people bought less gold and turned to gold-plated silver.

Your pieces are coated with a very thin layer of gold through an electrolytic process in which microscopic gold particles bond to the piece, giving it a golden finish.

What is rhodium plating? What is it for?

Silver naturally oxidizes over time and tends to darken. Rhodium plating (rhodium is also a precious metal) protects the piece and slows down oxidation. Your pieces are coated with a very thin layer of rhodium through an electrolytic process in which microscopic rhodium particles bond to the piece, giving it a silvery finish.

What is the difference between 9K and 19K gold?

9K gold is less pure than 19K gold. In 9K gold, 375 out of every 1,000 parts of metal are pure gold, whereas in 19K gold, 800 out of every 1,000 parts are pure gold. Because of this difference, pieces in 9K gold wear quite differently from pieces in 19K gold.

How should I care for my pieces?

Silver is a precious metal that is sensitive to humidity, heat, chemicals, cosmetics and air pollution, among other things. A change in color does not mean a change in quality. Please follow the instructions below to keep your pieces looking new:

• Store your pieces separately — the packaging they came in works perfectly — to reduce the risk of damage;
• DO NOT use cleaning liquids on your pieces, as they are all already plated (with gold or rhodium).

Gold-plated silver is coated with a thin layer of 19K gold, which we call gold plating.

Without proper care, these pieces can lose their original shine. They are extremely sensitive to humidity, heat, cosmetics, cleaning products and so on, so we ask you to take special care of them.

In practice:

• Never shower or swim wearing your pieces (especially in the sea, pools and spas);
• Never apply perfume or lotion directly while wearing your pieces;
• Never wash dishes or clean with harsh chemicals while wearing our pieces;
• Store your pieces in the box they came in.

Things you may not be able to control

Each person's perspiration can also affect the plating of our pieces, and if you live in a more humid area, your piece is much more likely to change. We're here to help and to make sure your pieces stay as beautiful as possible. Never try to clean a piece without help from a professional, as you could damage it.

Heavy gold plating (a thicker gold layer)

If you want your piece's brilliant shine to last longer, we offer a special heavy gold plating. The gold layer is thicker, so the plating lasts longer.

We charge €2 per gram for this service.

Gold has a soft, natural shine of its own, which makes it prone to scratches and dents. Be careful with chlorine, as it weakens the structure of gold and can cause it to break. As with silver, don't wear your pieces while cleaning the house with acidic or abrasive products, as they damage the finish.

I lost a filigree earring. Can you make a matching one?

Yes! Even if it wasn't bought from us, we'll be delighted to help. Call us at (+351) 920018184.

Payments and Prices

Which payment methods do you accept?

We accept:

• PayPal
• Credit cards (via PayPal or Stripe)
• Apple Pay and Google Pay
• Multibanco references
• MB WAY

When will the money leave my account?

The money leaves your account as soon as you make the payment.

I'm not sure. Is it safe to pay online?

In thousands of orders, we have never had a single problem. Our store has an SSL certificate, which means all your data is encrypted and protected. We do not (and never will) have access to your credit cards, bank account or PayPal account.

Warranty

Do your products come with a warranty?

Yes! Providing great after-sales service is one of the things that matters most to us.

At first glance they may look fragile, but these are sturdy pieces that, with a little care, will stay perfect for a very long time.

• 1-year warranty against manufacturing defects
• For 2 years from the date of purchase, we offer maintenance of your piece, including re-plating

The warranty does not cover damage caused by drops, misuse, accidents of any kind, or contact with chemicals that may harm the materials of your piece. If a piece cannot be repaired under the warranty, we will replace it with an identical or similar piece of the same value at no extra cost.