Questions/Complaints

How long will I have to wait for my order?

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

How will I know if my order has been shipped?

We always like to keep our customers informed. When the piece is shipped, we will send you an email or sms confirming the respective shipment.

I have urgency. What can I do?

Talk to us! Wait no more! Click here.

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

Depending on the value of your order, you may have to pay customs fees. Filigrana Portuguesa is not responsible for paying customs fees or any other expenses related to orders sent outside Europe.

Can I exchange my parts?

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

We will refund your money in full if you resend the item to us within 45 days of receiving it. This must be sent to us in the same conditions in which you received it (immaculate!). Shipping costs will not be refunded to you.

How can I make a complaint?

We are very sad that you want to go this way but we always want to improve our service. Seixas Garces Lda has an Electronic Complaints Book. Our RAL entity (Consumer Arbitration Court) is the Consumer Information and Arbitration Center of Porto https://www.cicap.pt/.

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

Can I return my parts? How?

Of course I do! Although we are sad that we did not live up to your expectations! We will refund the entire value of the parts if you meet the following conditions:

Return the item in perfect condition (immaculate!) in its original packaging and accompanied by the respective commercial invoice

Return the item 45 days after purchasing it

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

The address where you should send your parts:

Seixas Garcês Lda

Apartment 1033

4446-909 Ermesinde

We will notify you when we receive the parts.

ATTENTION: We do not return made-to-order items (custom items or gold items that are not 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 the respective contrast (applied by an exempt entity such as the Contrastaria do Porto) that guarantees the authenticity of the pieces. In addition to this brand, there will always be another brand, designated as a liability brand, belonging to the manufacturer.

Where are parts designed and produced?

All our pieces are designed and produced in Portugal.

What does it mean to have a gold bath?

In Portugal, the tradition of gold has always existed. With the coming of less favorable economic times, people ended up buying less gold and sticking to golden silver.

Your pieces will be covered in a very thin layer of gold through an electrolytic process in which microscopic gold particles adhere to your piece, giving it a golden finish.

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

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

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

9 karat gold is less pure than 19 karat gold. In the case of the first, in every 1000 parts of metal there are 375 that are pure gold, contrary to what happens in 19-karat gold, which in every 1000 parts 800 are pure gold. Due to this difference, the durability of 9 karat gold pieces is quite different from 19 karat gold.

What care should I take with my pieces?

Silver is a precious metal sensitive to moisture, heat, chemicals, cosmetics, air pollution, among others. Changing the part's color does not mean a change in its quality.

Please follow the instructions below to keep your parts looking like new:

Store your pieces individually, it can be in the packaging in which they were sent, thus reducing the risk of damaging them;

NO you should apply cleaning liquids to your pieces since all of them will already have baths (gold or rhodium);

If you want to give your pieces a new bath, we do it for free

I lost a filigree earring. Can you make one just like it?

Yes! Even if you haven't been to our store, we will be happy to help. Contact us at (+351) 920018184.

Payments and Prices

What are the authorized payment methods?

Payment methods are:

Paypal

Credit Cards (Via Paypal or Stripe)

Multibanco References

MBWAY

Billing (pays to the carrier or postman only when you receive the parcel)

When will the money come out of my account?

As soon as you make the payment, the money will be automatically withdrawn from your account.

I'm undecided (o). Is it safe to pay online?

In hundreds of orders placed we never had any problems. Our store has an SSL Certificate which means that all your data is encrypted and protected. We don't (and never will) have access to your credit cards, bank account or Paypal account.

Warranty

Do your products have a warranty?

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

At first glance they may seem fragile products but they are robust pieces that, with due care, will remain perfect for a long period of time.

1 year warranty for production defects

We offer for 2 years (from the date of purchase of the part) the maintenance of your part, covering galvanizing services (baths)

Damages resulting from falls, improper use, accidents of any nature and contact with chemical agents that could damage the materials of your piece are excluded from the warranty. If it is impossible to repair the part within the warranty conditions, another one of the same or similar value will be provided without any extra charge.

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