This return policy has been developed based on current legislation and may be updated without prior notice.

RIGHT OF RETURN AND RETURN PERIOD
The customer has the right to return the product(s) without incurring any additional costs (other than the cost of returning the product(s)) and without the need to provide a reason, within 14 (fourteen) days from the day the customer or a third party designated by the customer (except the carrier) takes physical possession of the product(s).

However, we do not accept returns of gold pieces or personalized items, as these are made to order and cannot be resold.

Thus, any purchase made in the store can be returned within the 14-day period after receipt, except for gold pieces or personalized items. After this period, it will not be possible to request a refund or exchange for the item(s).

If the customer wishes to exercise the right of return, they must notify us via email at hello@raquelpocojewellery.com or contact the store within the aforementioned period. The communication should explicitly state the customer’s intention to return the product.

The email should include the following information:

Recipient’s name
Phone/mobile contact
Order number
Order date
Order receipt date
Number of products and/or services

Upon receipt of the return request, a response will be provided as soon as possible to expedite and schedule the collection of the purchased product(s).

RETURN CONDITIONS
To be eligible for return, the purchased item(s) must be in the same condition as when delivered. The items must also be returned in the original packaging and without signs of improper use or mishandling.

RETURN SHIPPING COSTS
Return shipping costs are the responsibility of the customer. We recommend that the customer uses a secure shipping method with proof of delivery, to avoid any losses during the return process.

DOCUMENTATION
To complete the return process, the purchase invoice, proof of payment, and the return form must be included.

REFUND
The refund of the product(s) amount, as well as delivery costs, will be completed within 14 days from the date we are informed of the return decision.

Raquel Poço Jewellery is not obligated to refund additional return costs incurred from using a different and more expensive return method than the one we offer. If Raquel Poço Jewellery requests the collection of the product(s) from the customer, the refund process will be initiated after the proper receipt of the product(s). The customer will be notified via the email hello@raquelpocojewellery.com.

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

If you do not receive the refund within the indicated period, please check your bank account again. If you still do not see the deposit, contact your bank manager. If there is still no feedback, contact your bank. After these steps, you can contact us at +351 914 051 962.

EXCHANGES
Exchanges will only be accepted if the order is defective, incomplete, incorrect, or damaged during delivery. If you wish to exchange an item, please contact us via email at the following address:
hello@raquelpocojewellery.com

The item should be sent to the following address:
Rua do Sacramento à Alcântara, 64
1350-352
Lisbon

GIFTS
If the item was a gift, it will only be accepted for exchange upon presentation of the corresponding gift receipt.

SHIPPING COSTS
Initial shipping costs will not be refunded. In the case of a return, only the value of the returned item(s) will be reimbursed, and not the shipping fees paid for the original order.

If the customer chooses a return method other than the one proposed by Raquel Poço Jewellery, they will be responsible for any additional shipping costs associated with returning the product(s) to the store, whether for a refund or an exchange.

We cannot guarantee that returned items will be received or that they will arrive in the same condition in which they were originally sent.

INTERNATIONAL RETURNS
For orders delivered outside of Portugal, the return process follows the same conditions outlined above.

Only the value of the returned item(s) will be refunded — initial shipping costs and any shipping fees related to the return will not be reimbursed.