Frequently Asked Questions
If you have other burning questions we weren’t able to address here, feel free to email.
Products
Yes. Our jewellery is crafted using precious metals of the highest quality, including Portuguese 19.2-karat gold and 925 sterling silver, carefully selected for their beauty, durability and timeless value.
Our collections are designed and developed in Portugal, where traditional craftsmanship meets contemporary design. Every piece reflects our commitment to quality, precision and authenticity.
Depending on the collection, our jewellery features carefully selected natural gemstones, freshwater pearls and premium-quality stones chosen for their beauty and uniqueness. Each product page specifies the materials used.
Many stages of the production process involve the expertise of skilled goldsmiths, ensuring exceptional attention to detail and the highest standards of craftsmanship.
To preserve its beauty over time, avoid exposing your jewellery to perfumes, cosmetics, chemicals or abrasive surfaces. Store each piece separately in its original box and clean it gently with a soft cloth
Yes. Every Upala jewellery piece is delivered with its certificate of authenticity, confirming the quality and authenticity of the materials used.
Absolutely. Every order is presented in our elegant signature packaging, ready to be gifted. If you wish, you may also include a personalised message.
Shipping
We work to ensure your jewellery arrives in perfect condition and as quickly as possible. Every order is carefully prepared, beautifully packaged and dispatched from Portugal.
Yes. We ship throughout Portugal, to the Islands, and to a wide range of international destinations. If your country is not available during checkout, please contact us and we will do our best to assist you.
Delivery times vary depending on the destination.
- Mainland Portugal: 1–3 business days
- Madeira & Azores: 3–7 business days
- European Union: 3–7 business days
- International destinations: Delivery times vary by country.
Please note that delivery times may be extended during periods of high demand.
Shipping costs are calculated automatically at checkout according to the delivery destination. Free shipping promotions may be available for qualifying orders.
Once your order has been dispatched, you will receive a confirmation email with a tracking number, allowing you to follow your shipment every step of the way.
If your estimated delivery time has passed, please contact our Customer Care team with your order number. We will investigate the shipment with the courier and get back to you as quickly as possible.
Yes, provided your order has not yet been dispatched. Please contact us as soon as possible and we will do our best to update your delivery details.
Yes. Every Upala jewellery piece is presented in our signature gift box and includes its certificate of authenticity, making it ready to gift or treasure from the moment it arrives.
Absolutely. Every order is carefully packed and shipped through trusted courier services, ensuring your jewellery reaches you safely and in perfect condition.
Products
Each Upala jewellery piece includes a detailed description with information about its materials, gemstones, dimensions and key features. If you have any further questions, our team will be delighted to help you find the perfect piece.
Yes. Our jewellery is crafted from high-quality precious metals, including Portuguese 19.2-karat gold and 925 sterling silver, carefully selected to ensure comfort, durability and lasting beauty. However, as every individual is different, we cannot guarantee the absence of allergic reactions in people with highly specific sensitivities.
Billing
For your convenience, Upala offers a range of secure payment methods during checkout, including major credit and debit cards, MB WAY, Multibanco Reference, PayPal, and other payment options available depending on your delivery country.
Payment is processed as soon as your order is confirmed. Once the transaction has been successfully completed, you will receive a confirmation email containing all the details of your purchase.
If your payment could not be processed:
- Check that all payment details have been entered correctly.
- Ensure your payment method has sufficient funds or authorisation.
- Try using an alternative payment method available at checkout.
If the issue persists, please contact our Customer Care team. We will be happy to assist you.
Yes. All transactions are processed through secure, encrypted payment systems, ensuring your personal and payment information remains protected throughout the entire checkout process.
Yes. Once your order has been confirmed, an invoice will be issued and sent to the email address provided during checkout.
If instalment payments are available through one of our payment partners, this option will automatically appear during checkout. Availability may vary depending on your country and the payment methods offered.
Returns & Exchanges
Yes. If, for any reason, you are not completely satisfied with your purchase, you may request a return within 14 days of receiving your order.
To be eligible for a return, the jewellery must:
- Be unworn and in perfect condition;
- Be returned in its original packaging;
- Include the certificate of authenticity and all accompanying items;
- Be accompanied by proof of purchase.
Once the returned item has been inspected and approved, your refund will be processed using the original payment method.
Please note that personalised or made-to-order jewellery may not be eligible for return, except where required by applicable consumer protection laws.
To be eligible for a return, please ensure that the jewelry is in its original packaging and in perfect condition, that you have the proof of purchase and that you’ve obtained the shipping label from us. We reserve the right to refuse returns that do not meet the criteria.
We will refund you in full back to your original form of payment. However, please note that we will not refund any shipping charges you paid.
If you have any other questions about returning your pieces or have any second thoughts, email us at team@bijoux.com.
Once we have received and inspected your returned jewellery, your refund will be processed within 14 days using the original payment method.
We are sorry to hear that. Please contact our Customer Care team as soon as possible, including photographs of both the jewellery and the packaging. We will resolve the issue promptly and at no additional cost to you.
Before sending your jewellery back, please contact our Customer Care team. We will provide you with all the necessary instructions to ensure your return is handled safely and efficiently.
Yes. As long as the jewellery is returned in perfect condition and meets our exchange requirements, you may request an exchange for another available item.
If the return is due to a manufacturing defect or an error on our part, Upala will cover all return shipping costs. In all other cases, return shipping costs may be the responsibility of the customer, in accordance with applicable consumer protection laws and our Terms & Conditions.
