Return policy



This return policy was drawn up based on current legislation and may be updated without prior notice.


Free Resolution and Return Period


The customer has the right to terminate the contract without incurring any costs (in addition to the cost of returning the product(s)) and without the need to indicate the reason, in the period of 14 (fourteen) days, counting from the day on which the customer or a third party indicated by the customer (with the exception of the carrier) acquires physical possession of the product(s)( s).


Thus, in the case of exercising the right of free resolution, any purchase made in the store can be returned within a period of 14 days after receipt. After this period, it will not be possible to offer a refund or exchange of the item(s).


If the customer wishes to exercise the right to free termination of the contract, he or she must complete and deliver any unequivocal declaration of termination of the contract. You can, by contacting the store, within the aforementioned period, request the Free Termination form or indicate via email, explicitly, that you wish to terminate the contract.


Contact made by email must refer to the following data:


  • Receiver name;

  • Telephone/mobile phone contact;

  • Order number;

  • Order date;

  • Date of receipt of order;

  • Number of products and/or services


Upon receipt of the request for free termination of the contract, a response will be given as quickly as possible, in order to speed up and schedule the collection of the product(s) purchased.


Conditions for return


For a purchase to be eligible for return, the items purchased must be in the same condition as they were delivered. They must also be returned in the original packaging and without signs of misuse or mishandling.

Products considered perishable cannot be returned. Examples include: food, flowers, newspapers and magazines.

Products related to hygiene or personal intimacy, as well as {outros exemplos de tipologias de produtos}, will also not be accepted for return.

The return must always be made to the merchant and never to the supplier of the products and/or services.



In order for the return process to be completed, it will be necessary to include the sending of the purchase invoice, proof of payment and return form.



The refund of the value of the product(s), as well as delivery costs, will be full within 14 days from the date on which we are informed of the free resolution decision.

Raquel Poço Jewelery is not obliged to reimburse additional return costs as a method of collecting the product(s) is different and more expensive than the one presented by us. If the collection of the product(s) from the customer is requested by Raquel Poço Jewelery, the refund process will begin upon due receipt of the product(s). The customer will be notified by regarding this process.

The refund will be made using the same payment method used by the customer for the initial payment, except in situations of express agreement and in which the customer does not incur any costs as a result of the refund.

If you do not receive your refund within the indicated period, please check your bank account again. If you still do not confirm the deposit of the amount, also try to contact your bank manager. If you still don't have feedback, try contacting the bank. After these steps, you can contact us at 916510259.



An exchange of items is only accepted when the order is defective, incomplete, incorrect or has damage resulting from delivery. If you wish to exchange an item, you must contact us by email at the following address:


The item must be sent to the following address:


Rua do Sacramento à Alcântara, 64 Lisboa




If the item was offered, it will only be accepted for exchange and upon presentation of the respective gift slip.

Shipping costs


The shipping costs paid initially will be included in the amount to be refunded, as provided for in the legislation in force in Decree Law no.24/2014.

If the customer wants a collection method different from that defined by Raquel Poço Jewellery, the customer will be responsible for paying the additional shipping costs related to returning the product to the store, whether for the purpose of return or exchange.

We cannot guarantee that items are returned or that they arrive in the same condition as when they were sent.

International returns


In the case of an order delivered abroad, the return process is carried out based on the conditions mentioned above.