Refund policy

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

If you purchase a 'ready-to-ship' item with no customizations, you have the EU legal 14 days to cancel, return or exchange it in its original, unworn condition. You can make this request via the login area of the website.

Because most Estrela Custom Jewelry pieces are handcrafted to your specific requirements (such as lengths, engravings, or pendant and gemstone choices), these items are exempt from the standard EU 14-day right of return. Sales on personalized or made-to-order pieces are final.

However, your satisfaction is my priority. If your jewelry arrives damaged, faulty, or if I made an error in your customization, please contact me within 48 hours of delivery. I will, of course, repair or replace the item at no cost to you.

If you wish to exercise the right of return, you must notify us via email at hello@estrelacustomjewelry.com within the aforementioned period. The communication should explicitly state your 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 return of the purchased product(s).

3 YEAR WARRANTY
Quality is at the heart of what I do. Every Estrela piece is covered by a 3-year legal warranty against manufacturing defects.

If your jewelry arrives damaged or develops a fault due to a craftsmanship error, I will repair or replace it at no cost to you.

Note: This warranty does not cover natural wear and tear, accidental damage, or issues caused by improper care (please refer to our Jewelry Care Guide).

If there is an issue with your order, please email me at hello@estrelacustomjewelry.com within 48 hours of receiving your package. Please include your order number and a photo of the item so I can help you as quickly as possible.

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.

Estrela Custom Jewelry is not obligated to refund additional return costs incurred from using a different and more expensive return method than the one we offer. If Estrela Custom Jewelry 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@estrelacustomjewelry.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 hello@estrelacustomjewelry.com.

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@estrelacustomjewelry.com

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 Estrela Custom Jewelry, 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.