FAQs




Orders

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
 
No. You can shop at PORTUGUESE FILIGREE without creating an account.
However, register with us and you'll receive special offers and other benefits.
 
 
HOW CAN I PLACE AN ORDER?
 
   1- Select the filigree jewellery that you want to buy and then simply add them to your cart.
   2- You can pay by credit/debit card, or with your PayPal account.
   3- You will receive an email when your order has been dispatched.
 
 
HOW CAN I CHECK MY ORDER STATUS?
 
The orders page contains all the information you need. There you will find – recent orders, shipping and billing information, order status and payment method.
 
If you don’t have an account with PORTUGUESE FILIGREE you can start by creating one. The details of orders placed by non-account owners are communicated by email. You will receive an email acknowledging the details of your order and a subsequent email when your order has been dispatched.
 
 
HOW CAN I KNOW IF THE PRODUCT IS AVAILABLE?
 
Your piece will be unique and made directly by the artisan to you. It should take up to 5-10 business days to manufacture your filigree piece.
 
 
I’D LIKE SOME MORE INFORMATION ON A PRODUCT, WHAT CAN I DO?
 
We will be more than happy to help you please contact us quoting the product name and what you would like to know.


Shipping & Returns

HOW LONG IT WILL TAKE TO RECEIVE MY PRODUCTS?
 
Estimated delivery time will be the sum of the shipping time plus the manufacturing time. The shipping time estimations are up to 3 working days within Europe and up to 5 working days for the rest of the World. The average manufacturing time will be up to 5-10 working days. If you want that your product arrives faster, please contact us that we will make our best efforts to fulfill your desire.
 
 
HOW DO I KNOW WHEN MY ORDER HAS BEEN SHIPPED?
 
Once we have dispatched your items, we’ll send you an email to the email address you used to place the order.
 
 
CAN I TRACK MY ORDER?
 
Yes, you can. The shipping time estimations are up to 3 working days within Europe and up to 5 working days for the rest of the World.
 
 
MY SHIPPING ADDRESS IS OUTSIDE EUROPEAN UNION, WILL I BE CHARGED FOR CUSTOMS & IMPORT DUTIES?
 
Yes. All our items are shipped from Portugal and any charges for customs and import when we mail abroad will need to be paid by the customer.
 
 
CAN I EXCHANGE AN ITEM?
 
Yes, you will need to return the item and place a new order. You will receive a refund for the returned item. Any item returned in its original condition within 45 days of receipt will be refunded in full. Delivery charges will not be refunded.
 
 
CAN I RETURN AN ITEM?
 
Yes, you can. Any item returned in its original condition within 45 days of receipt will be refunded in full. Delivery charges will not be refunded.
 
 
HOW DO I RETURN AN ITEM?
 
We are happy to offer a refund on any product purchased provided you meet the following criteria:
 
   1. Return the product in perfect condition (as sold) with original packaging and a copy of the original proof of purchase.
   2. Return the product within 45 days of delivery.
   3. Ensure that you include a covering letter outlining the product to refund, the reason for the refund, as well as all your contact details.
 
The return postal address is:
Seixas Garcês Lda
Apartado 1033
EC Ermesinde
4446 - 909 Ermesinde
 
We will notify you when our goods have been received; all refunds will be processed within 15 working days.
 
 
HOW DO I RETURN FAULTY GOODS?
 
Firstly, apologies that you may have received a faulty item. In this case Portuguese Filigree will assume all costs associated with a return.
 
Please post it back to us with your proof of purchase to:
Seixas Garcês Lda
Apartado 1033
EC Ermesinde
4446 - 909 Ermesinde
 
Please ensure that you include a covering letter outlining the fault, as well as all your contact details. Once received we will notify you and all refunds will be processed within 15 working days.


Payment & Prices

WHAT ARE THE ACCEPTED METHODS OF PAYMENT?
 
PayPal and all major credit/debit cards.
 
 
WHEN IS MY PAYMENT TAKEN?
 
Once you have placed your order, your card will be charged immediately.
 
 
WHICH CURRENCY CAN I BUY IN?
 

You can pay in any currency. The transaction will always be processed in Euros (€) and your bank will convert the charge to your base currency.

You can see an estimation on how much you will be spending by changing the currency on the top of our store, but the payment transaction is still processed in Euros.

 
IS IT SAFE TO PAY ONLINE?
 
Yes. PORTUGUESE FILIGREE is SSL certified, this means that all personal data is fully encrypted and protected. We obey to an industry-mandated security standard ensuring that your payment data is securely passed to our payment gateway partners.
 
We don’t have any access to your PayPal account information and we don’t store your credit card information.


Composition & Care

WHAT IS FILIGREE?
 
The filigree produced in Portugal is the result of a meticulous interlacing of fine sterling silver or gold wires welded together with small metal balls forming drawings depicting the life of the Portuguese people.
 
It is a manual art that requires a lot of expertise from the artisan. Your piece will be unique, made directly by the artisan to you.
 
 
HOW CAN I BE CERTAIN THAT I AM GETTING STERLING SILVER?
 
For an item to be sterling silver, it must be composed of 92.5% or more of pure silver. The remaining 7% or so is a metal alloy added to provide strength to the jewellery item. Jewellery items will be stamped 925, the international symbol for sterling silver. Please remember that as each item is unique the item's weight can vary.
 
 
WHERE IS THE JEWELLERY DESIGNED?
 
PORTUGUESE FILIGREE jewellery is designed exclusively in Portugal.
 
  
WHAT IS GOLD PLATED SILVER?
 
Gold plated silver means that your filigree jewellery will be covered by a very thin, almost microscopic, film of pure gold by electroplating it. Some businesses refer to gold plated jewellery as gold-overlay; however, these are essentially the same things. You can expect to have the gold colour. To see more details please check Composition and Care section.
 
 
WHAT IS RHODIUM PLATED SILVER?
 
Rhodium plated silver is the result of a surface coating using rhodium precious metal for plating the sterling silver.  You will get a stunning blackened look to the silver. To see more details please check Composition and Care section.
 
 
HOW SHOULD I CARE FOR MY PORTUGUESE FILIGREE JEWELLERY?
 
Silver is a metal sensitive to moisture, heat, cosmetics, cleaning products, air pollution, among others. If it doesn’t have any bath, the darkening is a natural process called oxidation, which can lead to a change in its original color. It will leave the sterling silver with a vintage looking grey finish. Keep in mind that this change does not represent a change in quality.
 
Please follow the instructions below to keep your jewellery as new:
 
   - Store your jewellery individually in tissue paper, velvet or suede. Thus, there is no risk of damaging it.
   - Whenever polishing your piece you should use a clean-liquid silver and follow the instructions of the label. The piece will be as bright as before.
 
If your filigree jewellery is gold plated or have a bath of rhodium you are not advised to apply any cleaning products, inclusive polishing or scrubbing with great friction. To preserve the baths of your jewellery you should just wipe it with a dry cloth, do not rub. To return to its original luster, you should go to a jewellery shop and ask to apply a new bath according to the source.
 
We will also be more than happy to help restore the original appearance of your filigree jewellery, please contact us to ask for more details. Our artisans can help recovering the beauty of your jewellery.
 
 
WHAT CAN YOU DO IF I LOSE MY PORTUGUESE FILIGREE JEWELLERY?
 
Our artisans can recreate the original item. You just have to send us the spare pair or a picture of the lost item. Please contact us and we shall answer your request as quick as possible.
 
 
CAN MY PORTUGUESE FILIGREE JEWELLERY BE REPAIRED?
 
We will also be more than happy to help restore the original appearance of your jewellery, please contact us to ask for more details. Our artisans can help recovering the beauty of your jewellery.