FREQUENTLY ASKED QUESTIONS
WHERE ARE CINCO PIECES MADE?

All CINCO jewels are designed and handmade in Portugal, Europe.

WHAT ARE CINCO PIECES MADE OF?

CINCO jewelry is made of 925 sterling silver. 

DO YOU HAVE A CUSTOMER SERVICE?

If you’re wondering about an order, our products, or our website, send us an email to info@cinco-store.com or a WHATSAPP to +351 915 780 641 (we will answer you from monday to friday, 9 am - 6 pm, Lisbon hour).

WILL THE GOLD PLATED COLOUR LAST FOREVER EVER?

Sorry, but no, the gold pieces of silver 925 have only a bath. This kind of treatment will fade with time due to its contact with skin, clothes, surfaces, household products, perfume, hairspray, and many others.

HOW I CAN TAKE CARE OF MY JEWELS?

Avoid exposing gold plated jewelry to household products, perfumes, water, which will quickly cause gold to discolor.

Jewelry storage is important as well. Between wearing them, we recommend that you place it in a suitably lined box or pouch, as the ones we offer. Don't leave them in a humid place. Frequently clean your CINCO pieces with a clean and soft tissue.

BUT DO YOU HAVE A SOLUTION?

Yes, we have. We think our jewelry is made to be used to the maximum so we can repair it whenever needed. This is subject to charge. Contact us by email to info@cinco-store.com.

MAY I CHANGE A NECKLACE CHAIN?

You can ask us but the main answer will be "Sorry, no! It will be messy for our stocks!”

HOW CAN I CHECK MY RING SIZE?

We use diameter sizes. See here how to measure your size.

DO YOU HAVE GIFT WRAPPING?

Did you check our boxes? They are a pretty packaging because we think every single one of you that belongs to #cincopeople should receive one. This is a wrap, our kind of wrap.

I HAD A GREAT IDEA FOR A PIECE? CAN YOU MAKE IT REAL?

You can ask us but the main answer will be "Sorry, no! But we bet that you will love our collection!"

WHAT DOES PRE-ORDER MEANS?

That you will have to wait a little but there is hope to get your favorite necklace. You can order out of stock items with the pre-order option. The estimated delivery timewill be available when you select the product colour. Once your order has been dispatched we will send you an email with your tracking number.

DO YOU HAVE ANY PROMOCODES?

From time to time we may offer promotional codes, either on our own website or with selected partners. If you have a promocode, please enter it at check out. Please be aware, our promocodes can expire and may need to be used within a certain time frame.

WHY HAVEN’T I RECEIVED ANY ORDER CONFIRMATION? 

If you can't find your Order Confirmation email, please check your junk mail or spam folders. Otherwise contact our Customer Service on +351 915 780 641 or email us to info@cinco-store.com and we will be able to re-send your confirmation email.

WHAT PAYMENT METHODS DO YOU ACCEPT? 
We accept Multibanco, MBWay, Visa, MasterCard, Discover, American Express, and PayPal.
ARE THESE PAYMENTS SAFE? 
We take online security very seriously. At no point do we store any financial information on our servers. CINCO employs trusted and reputable third party hosting agents and payment providers to ensure the security of your personal data.
DO YOU SHIP TO MY COUNTRY?  
Probably yes because we ship our items worldwide. To make sure and if you have any problem, send us an email to info@cinco-store.com. At the moment we don´t ship to Russia and Brasil.
HOW MUCH DOES THE SHIPPING COST?  
We offer free shipping over 100 euros worldwide.
WHEN WILL MY ORDER ARRIVE?  
Read here the regular times for delivery.
WHAT SHIPMENT OPTION DO YOU RECOMMEND?  
We only use tracked options, we recommend this delivery service providers as the quickest and most reliable.
MY ORDER NEEDS TO BE SIGNED?  
Delivery is made Monday to Friday at working hours and they can request a signature. If you are not at home we recommend that you gave us an alternative address.
ARE THERE ANY ADDITIONAL FEES INVOLVED?  
We are not responsible for any taxes or duties that the international orders may incur. However, no charges or customs will be applied to orders delivered to countries within the European Union.
AND IF I REFUSE TO PICK-UP OR ACCEPT THE ORDER?  
If you choose to refuse your order, you will be responsible for any duties, taxes and/or customs charges that may be incurred and the cost of returning the package to our portuguese address. This amount will be deducted from your refund.
WHAT IF THE ITEM I RECEIVED IS DAMAGED OR FAULTY?  
Please send us an email, all of our process is handmade and sometimes we don't control small mistakes. We will happily replace a damaged item or re-ship you a new item if you have received something incorrectly.
AND IF I WANT TO EXCHANGE OR RETURN SOMETHING?  
No problem at all. Your exchange or returned items must arrive at our office within 14 days after you receive them. Custom products, such as engravable, cannot be returned. Read more here.
WHAT DO I HAVE TO DO TO EXCHANGE OR RETURN AN ITEM?  
First, think again! Second (if you still want it), complete these steps: Prepare the receipt or the paper with your name and order number. Make sure that the jewelry is packed in our pink boxes. (outside European Union) At the post offices, clarify on the customs declaration, on the outside of the package that it is a return and the value is 0 euros (if you don´t do this we may never receive the package and we cannot make a refund). To return your order to us, we recommend you to use a tracking option (we are not responsible for lost items). After we receive it, wait up to 7 days to receive your refund.  The returned items must arrive at our office within 14 days after you receive them.
MY ITEM IS LOST IN THE MAIL, WHAT SHOULD I DO?  
You are responsible for your order if you enter the wrong shipping address. Please email us immediately if you had entered incorrect information, we will update your order if it has not been shipped yet.
WHAT IF MY PACKAGE WAS RETURNED TO SENDER?  
If your package is returned to CINCO you will be responsible for the shipping costs to send it out again.
I MADE AN ORDER, BUT I DON'T KNOW WHERE IT IS?  
First, check the shipping method you choose. Second, read here the regular times for delivery, only after that time we can really help you. But, if you prefer, you can send us an email to info@cinco-store.com.
 
WHERE CAN I PURCHASE CINCO?  
CINCO is available at www.cinco-store.com and in partner stores.
WHO YOU ARE?  
Furtado & Pereira, Lda., Rua Ernesto sena de oliveira 34 rc/A 3030-378 coimbra, NIF PT515204323, finance@cinco-store.com.