common questions and how we handle them

every day we receive many emails with questions from customers, but also with special messages that fill our hearts. we've noticed a trend in the most frequently asked questions. that's why we thought it would be useful to summarize them here.

1. when will my order arrive?
orders are usually shipped the next business day, but there are some exceptions:

• engraved pieces take an average of 6 working days to be ready, as they are pieces that we don't have in stock. They are personalized according to the customer's wishes and therefore take a few days.

• pre-order items are items that are not in stock and will be available soon. The shipping date is always available on the website next to the product. On that day, pre-orders will be shipped in the order in which they were placed.

• gold pieces whose information on the website states that they are made to order. In this case, the pieces will be ordered and shipped within 4 weeks.

2. does the gold plating last forever?
the honest answer is no. the shine and color tend to fade over time, and some factors accelerate this process, such as humidity, body creams, perfumes, sweat, etc. that's why we always recommend taking care of your garments, such as storing them in a proper, humidity-free place.
however, should this process occur, you can contact us by email or fill in the form you'll find here on the site.

3. can I make a return?
yes, under certain conditions. Items with engravings or modifications cannot be returned, nor can items purchased more than the maximum return period.
if you would like to return your item, please contact us and we will show you the options available to you. these services will be charged and deducted from the refund amount.

4. has my earring not closed properly?
silver is a very malleable material, so some earring models may not close as well over time. this is because the post may have moved out of position with use and no longer clicks. the situation is often easy to resolve and you just need to contact us and we'll tell you what to do. Ii the problem persists, we will provide technical support and send your earrings for repair.

5. can I request changes to the pieces?
it is not possible to change the design of the pieces, but in some situations we can accept small changes, such as shortening a wire or a bracelet. In general it is not possible to change the design.

 

cláudia cavaleiro the editor in chief for CINCO editorial. born in '82 in coimbra, she is graduated in philosophy from the university of coimbra. passionate about books and podcasts in a geek kind of way, she always find something interesting to research. loves to bring awareness to social problems and loves working at CINCO!

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