The payment methods available on our website are: PayPal, debit or credit card (VISA, Mastercard or American Express), Multibanco Reference*, MbWay*, Apple Pay and Klarna.
*Both methods for portuguese customers only.
If your payment has been made regardless of the payment method you chose, but you have not received the confirmation email, don't worry! Your order has been processed correctly.
To find the confirmation email, please check your spam box, check that you have written the email address correctly and if you still cannot find the email, please send us an email to info@oryajewelry.com so that we can help you.
The Multibanco Reference automatically generated by the website is valid for only 1 hour. You must pay for your order within this period for it to be validated and properly processed.
If you have allowed the payment time for your order to expire, and you are still interested in validating your order, please contact us via email at info@oryajewelry.com and we will guide you through the payment options available to you.
If you have allowed the payment time for your order to expire, and you are still interested in validating your order, please contact us via email at info@oryajewelry.com or via the website's LIVE chat and we will guide you through the solution.
If your order has already been paid for, has not yet been shipped and you wish to cancel it, please send us an email to info@oryajewelry.com. We will cancel your order and refund the full amount of your order.
If you have paid for your order and it has already been processed and shipped, you will need to wait for the order to arrive at the address you provided and then proceed with the return. You can find more information about returns here .
SHIPPING
At this time, our website only allows shipping to Portugal and the European Union. If you are located elsewhere and would like to order from ORYA JEWELRY, please contact us to info@oryajewelry.com.
No. As we do not have a physical store, all orders are sent through our carriers.
Changes to the delivery address are permitted, as long as the order has not yet been shipped. Any change of address after shipping will incur an additional cost which you should consult with us.
For any changes to the delivery address, please send us an email to info@oryajewelry.com so we can assist you.
Once your order has been processed from our facilities to our carrier, you will receive an email with all the information regarding the shipment and the order registration number. In this email you will find a tracking number, with which you can always know where your order is here . You will also receive updates on the shipping status of your order via the email address you used to place the order.
The internal shipping/processing process takes a maximum of 48 business hours (with rare exceptions). This includes the time interval from the moment you place your order until the moment we process it for shipping with the carrier.
The time between the moment you place your order and it arrives at your home involves two processes: internal shipping and transport to your home. The shipping process takes a maximum of 48 business hours (with rare exceptions). Transport times are the sole responsibility of our carriers, who promise to deliver within the national territory (Portugal) within a maximum of 2 business days. For delivery times to other territories, please check our Shipping Policy .
Shipping costs are free for jewelry orders above €30 via CTT Post Carrier.
Shipping costs may be free for other amounts, depending on the current campaign.
> Portugal:
>> CTT Post Carrier (Mainland Portugal and Madeira and Azores Islands):
>>> Jewelry: €3.00
>>> Candles and other heavier items: €6.00
>> Batch Logistics :
>>> Mainland Portugal: €4.99
>>> Portugal Islands: €8.89
> Spain:
>> CTT Post Carrier:
>>> Jewelry: €4.80
>>> Candles and other heavier items: €7.00
>> Batch Logistics :
>>> Fixed: €7.48
> Other countries of the European Union:
>> CTT Post Carrier :
>>> Jewelry: €5.50
>>> Candles and other heavier items: €7.00
If you were not at home to receive your order when the carrier delivered it, that's no problem.
All you need to do is take the card left by the carrier in your mailbox and go to the collection point indicated there. There you can collect your order within a maximum period of 5 working days from the day of notification.
If you have not collected your order within 5 working days, your order will be returned to ORYA JEWELRY. Once the order arrives at our facilities, you will be sent an email with a detailed explanation of all the next steps you should take. Resending your order is at your expense, adding an extra shipping fee.
EXCHANGES AND RETURNS
Yes, it is possible to exchange or return jewelry and other accessories. However, there are some exceptions, which are covered in the following section.
- Candles: Due to their nature, these cannot be exchanged, returned or refunded. However, we will replace or refund products damaged during shipping if photographic proof of the damage and receipt are sent to info@oryajewelry.com within 48 hours of arrival;
- Items customized to your individual nature;
- Earrings, for hygiene and safety reasons;
- Items that have undergone some modification ordered by the customer (example: increasing the necklace chain from 45 cm to 50 cm);
- Gift cards;
- Limited edition/collaboration items.
If for any reason you wish to exchange or return your item(s), you have 14 non-working days after receiving your order to proceed with shipping or delivery to our atelier in Lisbon (prior appointment required subject to availability).
Note: You should always check the items we have available on our website to make an exchange.
We remind you that articles must meet certain condition conditions, namely:
- The item must be in perfect condition, with no signs of use or any visible damage;
- You must ensure that the item comes inside the packaging in which it was packaged (fabric bag, zip lock bag, box) and that it is accompanied by any gift(s) sent with your order (namely,scrunchiesor other offers under current campaign);
- Bring the original bag/box used for shipping. If you no longer have it, you must include your name and order number inside the bag (example: First Name Last Name #00000);
- The recipient of the order must be "Carolina Cordeiro - ORYA JEWELRY".
Once your order is at our facilities, we will begin the exchange or return process as soon as possible, via email.
After validation of the process via email and respective authorization of the refund (if applicable), this will be made through the original payment method, with the exception of the payment method by multibanco reference, where the refund will be made by Bank Transfer.
Please note that it may take a few days for the amount to reach the destination bank account, for reasons beyond ORYA JEWELRY's control. The time limit for refunding the amount is up to 14 business days.
Notwithstanding the above, we reserve the right to withhold reimbursement until we have received the products at our premises and the condition of the items for exchange has been verified.
Please note that you will only be refunded the value of the item(s) returned (if applicable). Shipping costs for your order, such as the cost of shipping to our facilities (if applicable) will only be refunded in exceptional cases, for example if the item sent is damaged or does not match what was ordered.
If you have any questions, please contact customer service via email: info@oryajewelry.com.
It depends on the reason for the exchange or return.
If the reason for the exchange or return is because an item is defective or does not correspond to what was ordered, the shipping costs will be borne by ORYA JEWELRY.
For any other reason for exchange or return, the shipping costs for the exchange or return of the item will be borne by the customer.
We are sorry that this situation has happened to you. Please contact our Customer Support via email at info@oryajewelry.com.
Despite the various quality control and stock management processes, if you have not received all the items in your order at your home, no refund will be made. A new order with the missing products will be sent after a proper investigation has been carried out.
Once we receive the returned products and check their condition, if they are in perfect condition, the corresponding refund will be made, which must be made within a maximum period of 14 working days using the same payment method used to place your order (except for payments made by Multibanco Reference, in which case the refund will be made via Bank Transfer). If there is any impediment to the refund using the original payment methods, we reserve the right to make the refund using another payment method.
Others
You can check our size guide here . If you still have any questions, please email us at info@oryajewelry.com so we can help you.
Of course! At ORYA JEWELRY, we make it easy for you to give a gift to someone you love. All you have to do is let us know in the "Add information to this order" field that appears in the cart, before checking out . You should say that the order is a gift and indicate the name of the person you are giving the gift to so that we can write it on the card that accompanies every order. You can also leave a personalized message, which we will be happy to write. If you want the order to be sent directly to that person's home, don't forget to include the correct address at checkout. And that's it! Great gifts are just a click away.
It always depends on the model you are looking at. It is always indicated in the description of the items whether the earrings are sold as a pair or individually. If you still have any questions, please do not hesitate to contact us by email at info@oryajewelry.com.
Information regarding the size of the necklaces is written in the description of all the items. Most of our necklaces have a 5 cm extension, so you can adjust them to your best size. If you still have any questions, please do not hesitate to contact us by email at info@oryajewelry.com.
We are currently not accepting special orders and only sell what is displayed on our website. However, you can always send us an email with your requirements and we will do our best to make your dream come true!
When you get to the checkout, you’ll see a field (in the beige area on the right) that says “Gift Card or Discount Code.” This is where you’ll need to type in your code and click “Apply.” If you’re placing your order on a mobile device, after clicking “Checkout,” you’ll need to click “Show Order Summary.” Below that, you’ll find a box that says “Gift Card or Discount Code.” This is where you’ll need to type in your code and click the arrow on the right. The platform doesn’t allow you to apply two discount codes at the same time — only one is allowed.
