Questions/Complaints

How long will I have to wait for my order?

We have all the pieces in stock. Squeeze here according to the shipping address: https://www.filigranaportuguesa.pt/pages/envios_devolucoes

How will I know if my order was sent?

We like to always keep our customers informed. When the piece is sent we will send a confirmation email of the submission.

I have urgency. What can I do?

Talk to us! Don't wait any longer! Click here.

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

Depending on the amount of your order may have to pay customs fees. The Portuguese Filigree is not responsible for the payment of customs fees or any other expense regarding orders sent outside Europe.

Can I change my pieces?

Of course! Nor would we be correct if it were not possible to do so. Didn't it serve you? Did you expect a different piece? Speak with us here. We like to know what we can do to improve.

We will return your money in its entirety if it resends us to play 45 days after receiving it. This must be sent under the same conditions as it received (Immaculate!). The shipping sizes will not be returned to you.

How can I make a complaint?

We are very sad that you want to follow this path but we always want to improve our service. Seixas Garces LDA has a book of electronic complaints. Our Entity RAL (Arbitral Consumer Court) is the Porto Consumer and Arbitration Information Center https://www.cicap.pt/.

You can access through this address: https://www.livroreclamacoes.pt/inicio or by clicking on the following image:

Can I return my pieces? As?

Of course! Although we are sad that you have not met your expectations! We will return all the value of the pieces if the following conditions are met:

Return the article in perfect condition in its original packaging and accompanied by its commercial invoice

Return article 45 days after having acquired

Track the product with the written reason (you can simply say "it wasn't what I expected!")

The address where you should send your pieces:

Seixas Garcês Lda

Apartated 1033

4446-909 Ermesinde

We will notify you when we receive the pieces.

ATTENTION: We do not return parts made by order (personalized pieces or gold pieces that do not exist in stock)

Materials and Care

How can I be sure that I am buying gold or silver items?

All items in silver or gold will have the marking 925, 375 or 800 in their contrast (applied by an exempt entity as is the case of the Contrast of Porto) that guarantees the authenticity of the pieces. In addition to this brand, there will always be another brand, designated as a responsibility mark, belonging to the manufacturer.

Where are parts are designed and produced?

All our pieces are designed and produced in Portugal.

What does it mean to have a gold bath?

In Portugal there has always been the tradition of gold. With the coming of less favorable economic times people ended up buying less gold and joining the golden silver.

Your pieces will be covered by a very thin layer of gold through an electrolyte process where there is adhesion of microscopic gold particles to your piece, giving you a gold finish.

What does it mean to have a rhodium bath? What is it for?

Silver suffers a natural oxidation process over time, tending to be darker. Through a rhodium bath (also a precious metal) the piece will be more protected by preventing oxidation from being so fast. Your pieces will be covered by a very thin layer of rhodium through an electrolytic process where there is adhesion of microscopic rhodium particles to your piece giving you a silver finish.

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

The 9 kilates gold has a lower degree of purity than the 19 kilates gold. In the case of the first, in every 1000 metal parts there are 375 that are of pure gold contrary to what happens in the gold of 19 kilates that in each1000 parts 800 are of pure gold. Due to this difference the durability of the 9 kilates gold pieces is quite different from gold in 19 kilates.

What care should I take with my pieces?

Silver It is a precious metal sensitive to moisture, heat, chemicals, cosmetics, air pollution, among others. The color change of the part does not mean a change in its quality. Please follow the instructions below to keep your pieces as new:

Keep your parts individually, it may be on the packaging where they were sent, thus reducing the risk of damaging them; NO You should apply cleaning liquids to your pieces as they will all have baths (gold or rhodium);

 

The golden silver It is coated with a thin 19 -carat gold layer to which we call the gold bath.

We are talking about pieces that without proper care can no longer have the shine of yore. These are extremely sensitive to moisture, heat, cosmetics, cleaning products, etc.
For these reasons we ask you to be very careful with them.

Practical examples:

• Never bathe with the pieces (especially seawater, swimming pools and spas); 
• Never apply direct perfumes or creams when you have the pieces placed;
• Never wash the dishes or do another kind of abrasive chemical cleaning using our pieces.
• Store your parts in the same box where they were sent.

•  Situations that may not be able to control

Each person's perspiration also negatively affects the baths of our pieces. Another aspect is if you live in a damp area in the country is much more likely that the piece undergoes changes. We are here to help and ensure that your pieces remain as beautiful as possible. You should never try to clean the piece without the help of a professional as it can damage it.

•  Possibility to give a planned bath (reinforce the gold layer)

If you want to ensure that the splendid shine of your piece lasts longer we have a special bath designated as planted.
In this bath the gold layer we give to the pieces will be thicker and so the bath bath will handle longer.

The price we charge for this service is 2 €/grass.

 

The gold It is a material with its own brightness and soft. This makes it susceptible to risks and kneads. Be careful with chlorine as it weakens the structure of gold and can lead to its rupture. Like silver should not use your parts when you do household or abrasive products, as they damage their finish.

I lost an earring in Filigran. Can you do an equal?

Yes! Even if it was not in our store we will be pleased to help. Contact us to (+351) 920018184.

Payments and prices

What are the authorized payment methods?

Payment methods are:

Paypal

Credit Cards (via PayPal or Stripe)

ATM REFERENCES

Mbway

When will the money come out of my account?

Paying the money will barely come out automatically from your account.

I am undecided. Is it safe to pay online?

In thousands of orders made we have never had any problems. Our store has an SSL certificate which means that all your data is encrypted and protected. We have no access (nor will we have) to your credit cards, bank account or paypal account.

Guarantee

Are your products guaranteed?

Yes! One of the most important questions for us is to provide good after-sales service.

At first glance they may look like fragile products but they are robust pieces and that with due affection will remain perfect for a long period of time.

1 year warranty for production defects

We offer during 2 years (From the date of acquisition of the part) The maintenance of your part, covering galvanization services (baths)

 

The warranty are excluded from declines arising from falls, inappropriate use, accidents of any kind and contact with chemical agents that may cause damage to the materials of your part. If it is impossible to repair the part within the warranty conditions, another equal or similar of the same amount will be provided without any increase.