FAQs

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GENERAL

1. Why should I create an account?
   Creating a FILIGRANA-TE account enhances your shopping experience and helps us speed up your ordering process. It also allows you to view your order history and update your account settings.

2. How can I change my account details?
   To change details on your account, click on "My Account" where you can change all your personal information and view your orders.

3. I can't access my account, what should I do?
   If you can't access your account, please follow these steps:

   • Confirm you are using the same email and password you registered with;

   • If you can't remember your password, click on "Forgot your password?" and enter your email address. We will send you an email to remind you of your password.

4. How can I contact CARINA CRUZ GONÇALVES – UNIPESSOAL, LDA. (Official Representative of FILIGRANA-TE) to clarify any doubts?
   If you have any questions about FILIGRANA-TE products and/or services, please send an email to filigranatebycg@outlook.pt.

5. I am having technical problems, what should I do?
   We recommend that you always have the most updated version of your operating system (e.g., Windows, OSX) and browser (e.g., Safari, Firefox, Internet Explorer). If the problems persist, contact us via email at filigranatebycg@outlook.pt and provide the following information:

   • Problem details;

   • Error message images;

   • Which browser and operating system version you are using.

6. How can I delete my FILIGRANA-TE account?
   We are very sorry you want to delete your account. Please send an email to filigranatebycg@outlook.pt and request the deletion of your account. Make sure you are sending this request through the same email you registered with, so we can verify its authenticity.

7. How can I contact FILIGRANA-TE?
   For any clarification related to FILIGRANA-TE, please contact us through the chat available on our website, or by email at filigranatebycg@outlook.pt.

8. Where does FILIGRANA-TE ship to?
   FILIGRANA-TE currently ships to Mainland Portugal, the Madeira Archipelago, and the Azores Archipelago (via CTT Registered Mail).

9. Why and how are FILIGRANA-TE products hallmarked?
   FILIGRANA-TE silver and gold products are hallmarked by the National Press – Mint (INCM), the company responsible for authenticating precious metal artifacts. This long-standing task is carried out today in modern laboratories certified by the Portuguese Accreditation Institute, which ensures, in terms of legal hallmarks, that a product has the correct amount of platinum, gold, or silver. Pure platinum, gold, or silver are too malleable to be transformed into jewelry or utensils. Therefore, metal alloys are created to achieve sufficient hardness for working. The amount of precious metal used in each alloy is called the alloy's purity. Purity is calculated in 1000 parts of the alloy's weight. For example, 750/1000 gold means that in an alloy of 1000 parts, 750 are pure gold. The old designation of "carat" is also used for gold (pure gold has 24 carats (K)). The precious metal alloy with which the articles are produced is tested according to legislation that defines the purity of metals. After testing, quality is guaranteed by applying a hallmark (contrast) to the object. Below you can view the hallmarks used to identify silver or gold articles. Hallmarks originally appeared in the United Kingdom and were a seal indicating the origin of the jewelry. In the United States, the equivalent of the origin hallmark is the maker's mark, and in Denmark, the equivalent is the responsibility mark. In Portugal, all articles in platinum, gold, or silver must necessarily have two more hallmarks, the distributor/producer's mark and the National Assay Office's mark, which once again guarantees the amount of noble metal used in the alloys.

Check the National Mint/Assay Offices/Brand Tables at: https://www.incm.pt/portal/uco_contrastaria.jsp

Check the daily quotation of precious metals Gold and Silver at: http://pt.bullion-rates.com/silver.htm

The buyer can, in case of doubt about the authenticity of the marks, resort to the Assay Offices for verification purposes.

1. What payment methods are available?
   FILIGRANA-TE currently accepts the following payment methods:

• Bank Transfer;

• MB Way.
  Payments must be made within a maximum period of 48 hours after receiving the confirmation email.

ORDERS

1. How to place an order?
   To place an order, select the items you want and add them to your shopping cart. Once your selection is complete, follow the page instructions to complete your order. You must create an account or log into an existing account. Once you finalize your order, you will receive an automatic email confirming it.

2. What happens after I have placed my order?
   Once you have finalized your order, you will receive a confirmation email. All personal and payment information will be verified and, after compliance validation, it will be dispatched.

3. Can I change or cancel my order?
   Fortunately, our orders are processed very quickly. Therefore, after receiving the confirmation email, your order can no longer be corrected.

4. Can I change my billing address after I have placed my order?
   Fortunately, our orders are processed very quickly. Therefore, it is not possible to make any changes to the billing address after submitting your order.

5. Can I change the delivery address after I have placed my order?
   Fortunately, our orders are processed very quickly. Therefore, FILIGRANA-TE cannot change the delivery address.

6. If I place an order for an out-of-stock item, what happens to my order?
   During peak periods, it is possible that you place an order for items that are not available at the moment. In this case, FILIGRANA-TE reserves the right to cancel the order. The payment will be refunded through the same means by which it was made. We apologize for any inconvenience.

7. I received my FILIGRANA-TE jewelry order, but it is damaged, incomplete, or wrong. What should I do?
   We apologize for the situation. Please contact us through the chat available on our website or by email at filigranatebycg@outlook.pt.

8. The price of an item changed after my purchase date. Can I request a refund of the difference?
   Being a retail business, our prices may change without prior notice. Therefore, we do not proceed with the refund of the difference in value.

9. What is the security level of my order?
   Your order is protected by VeriSign, which ensures the protection of more than 500,000 network servers worldwide, through rigorous encryption and authentication. VeriSign is a leader in Secure Sockets Layer (SSL) Certificate Authority enabling secure e-commerce pages and communications between websites, intranets, and extranets.

DELIVERIES

1. How does your delivery service work?
   Your order is sent via CTT, exclusively in registered mail.

   • Home delivery – At the time of dispatching your order, you will receive a notification by email and SMS indicating the estimated delivery date and tracking code. If the customer is not at the indicated address to receive the order, a notice of receipt will be left in the mailbox, which must be used to pick up the order at the mentioned CTT counter.

2. Where do you make deliveries?
   Currently, FILIGRANA-TE makes deliveries in Mainland Portugal, the Madeira Archipelago, and the Azores Archipelago (via CTT).

3. What is the delivery time for an order?
   The order will be delivered between 2 to 14 working days in Mainland Portugal and the Archipelagos, provided that payment has been made by 2 pm on the day the order was submitted.

During the current situation of restrictions imposed by COVID-19, the delivery time may be longer.

FILIGRANA-TE is not responsible for delays that are beyond its control.

1. I am ordering a bracelet, earrings, and other items. How will they be packaged?
   Your items will be individually packaged in the respective official brand cases of FILIGRANA-TE. If you wish to receive your jewelry in a single gift case, please indicate this in the "Items for Gifting" field.

2. Was my order submitted successfully?
   When your order is submitted, you will receive a confirmation email.

3. How can I track my order?
   When your order is submitted, you will receive a confirmation email. To check the status of your order, access "My Account/My Orders".

EXCHANGES & RETURNS

1. What is FILIGRANA-TE's return policy?
   If for any reason you are not completely satisfied with your purchase at FILIGRANA-TE, please return it to us. You can return any item purchased at FILIGRANA-TE within 14 days after receipt. Shipping costs will not be refunded.

Once received, all items are duly analyzed and will only be accepted after verification of their compliance.

1. How can I return my FILIGRANA-TE order?
   If you choose to return your products, please follow these steps:

   • Fill out the Return Form. Include the references of the items you want to return and indicate the reason for the return. Please note that if the form does not accompany the return, your refund will be issued later, as all the information contained in it is essential for processing the refund.

   • Contact FILIGRANA-TE if you need help through the chat available on our website or the email: filigranatebycg@outlook.pt.
     Have the following information with you:

   • Order number;

   • The items to return;

   • Reason for the return;
     You will receive an email from filigranatebycg@outlook.pt confirming the conditions of your return;

   • Package your return and do not forget to include the form;

   • Proceed to send your order and keep the shipping receipt;
     We will process your return and proceed with the refund as quickly as possible. The refund may take 5-10 business days to be available in your account, so we suggest contacting your bank directly for more information.

2. What is the return policy for sale items at FILIGRANA-TE?
   Returns can be made within 14 days after the purchase date. For more information, consult the Returns Policy.

3. My return was lost/damaged. What should I do?
   Responsibilities for damages or losses of returns cannot be attributed to FILIGRANA-TE. Please contact the delivery service you chose.

4. Can I exchange my FILIGRANA-TE order?
   To exchange an item purchased at FILIGRANA-TE, you must proceed according to our Returns Policy. Exchanges are limited to the existing stock of the product at the time of processing.

5. What happens if I want to return the order that originated a gift?
   If the announced promotion aims to offer some good or product and the Customer exercises their right of resolution or return of the purchased item, such an act also implies the return of the gift item. Once received, all items are duly analyzed and will only be accepted after verification of their compliance.

WARRANTIES & TECHNICAL ASSISTANCE

1. Does FILIGRANA-TE jewelry come with a warranty?
   The FILIGRANA-TE warranty is valid for 2 years from the date of purchase, and its scope does not affect the consumer rights established in Decree-Law 67/2003 of April 8, as well as the amendments introduced by Decree-Law 84/2008 of May 21.

During the warranty period, the product that presents a manufacturing defect will be repaired free of charge or replaced by a similar model in cases where repair is not possible. The buyer must present the non-conforming good, along with the purchase invoice.

Excluded from warranty are materials subject to breakage (e.g., murano beads, crystals, pendants, and sapphire glass), loss, theft, deterioration, oxidation, defects caused by impact, including deformations caused by daily and/or inappropriate use (e.g., rings, slave bracelets, and kinked chains), improper conservation and cleaning, negligence, improper handling, modifications to the original product, unauthorized repairs by the brand, accidents, normal wear and tear, and damage caused by the use of other products not associated with or in conjunction with FILIGRANA-TE.

1. Instructions for protecting your jewelry:

• Gold and Silver
  Gold and silver are soft metals that can wear out. These metals can tarnish/oxidize over time, but this process will progress more quickly if they come into contact with agents such as perfume, chlorine, hand sanitizer, saltwater, creams, sunscreens, makeup, skin sweat, medications excreted by the skin, cleaning agents, and silver polish. This oxidation process depends on your routine care and is therefore not a manufacturing defect.

• Gold and Silver Chains
  The chain of your bracelets and/or necklaces will naturally stretch by 1-2 centimeters over time, which is not considered a manufacturing defect. Please consider this fact when purchasing your bracelet.

• Clasp Opening
  Never open the bracelet with tools that may force and/or damage the clasp.

• Losses
  The loss of any item or part of it is not covered by the warranty.

• Breakages
  Items with murano glass, beads with pendants (with or without stone), crystals, and sapphire glass are materials subject to breakage and are not covered by the warranty.

• Oxidation and Black Rhodium Plating
  Oxidation and black rhodium plating disappear over time. This duration depends on how the jewelry is treated. The disappearance of oxidation and black rhodium plating can be caused by the same factors indicated in Point 1, being considered normal wear and is not a manufacturing defect.

• Leather and Fabric
  Leather and fabric are natural materials that need protection and some care. Never use your leather or fabric piece in water. Natural variations in tone are normal; these are merely natural characteristics of leather or fabric.

• Stones, Pearls, and Enamel
  Avoid exposing pieces with stones, pearls, and enamel to water, high temperatures, or cleaning products. Pearls and enamel can only be cleaned with a soft brush or cloth.

• Annual Maintenance
  Depending on the degree of use, it is recommended that your jewelry be examined at least once a year.

• Cleaning
  Put a small amount of non-aggressive general cleaning product (e.g., soap) and dissolve in warm water; use a soft toothbrush to clean the jewelry; dip the piece in clean water. However, remember that this cleaning method should never be used on jewelry with pearls. Between the purchase of the product and the annual maintenance, it is recommended to clean your jewelry; however, this is not covered by the warranty and is carried out under a prior estimate.

• Open Rings
  Rings with an open design are available in various sizes in the collection. They are not adjustable. Damage caused by this size alteration is considered improper handling, so it is not covered by the warranty.

1. What should I do in case of loss or theft of my FILIGRANA-TE jewelry?
   The warranty does not entitle you to replacement or refund of lost or stolen items.

2. Can FILIGRANA-TE jewelry be repaired?
   Depending on the existing damage, your FILIGRANA-TE jewelry may be repaired. For more information, contact us through the chat available on our website or by email at filigranatebycg@outlook.pt.

3. What should I do in case of a repair?
   Contact us by email to arrange the delivery of your jewelry. An evaluation will be made, and if it can be repaired, it will be sent to our Technical Assistance Center.

• Within the Warranty Period – During the warranty period, the product that presents a manufacturing defect will be repaired free of charge or replaced by a similar model in cases where repair is not possible. Natural wear, discoloration, improper handling, and oxidation are not covered by the warranty.

• Outside the Warranty Period – A quote with the repair value and shipping expenses will be presented to you.

1. The jewelry is damaged, and I no longer have the purchase receipt. What can I do?
   Any Technical Assistance not accompanied by the respective purchase receipt will be presented with a quote with the repair value and shipping expenses.