Entregas em 24h em Portugal Continental. Entregas em 48-72h em Espanha.

FAQ

 

ORDERS AND PAYMENTS

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 for portuguese costumers only.
If the payment was made regardless of the payment method you chose, but you did not receive the confirmation email, don't worry! Your order was processed correctly.

To find the confirmation email, check your spam folder, make sure you typed the email address correctly, and if you still can't find the email, send us an email at info@oryajewelry.com so we can help you.

The Multibanco Reference automatically generated by the website is valid for just 1 hour. You must pay for your order within this period for it to be validated and properly processed.
If you have allowed payment 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.
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 at info@oryajewelry.com. We will cancel your order and refund the full amount of your order.

If you paid for your order and it has already been processed and shipped, you will have to wait for the order to arrive at the address indicated by you and proceed with the return. You can find more information about returns here .

 

SHIPPING

At the moment, we only ship to Portugal, the European Union and the United Kingdom.
No. As we do not have a physical store, all orders are sent through our shipping carriers.
Modifications 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 must consult with us.

For any changes to the delivery address, please send us an email to info@oryajewelry.com so we can help you.

As soon as your order is processed from our facilities to our carrier, you will receive an email with all information regarding shipping and the order registration number. In that email you will find a tracking number, so you can always know where your order is by clicking here. You will also receive updates on the shipping status of your order via the email you used to place the order.
The internal dispatch/processing process takes a maximum of 48 working hours (with rare exceptions). This encompasses the time interval from the moment you place your order to the moment we process it for shipment with the carrier.
The time interval from the moment you place your order until it arrives at your home encompasses two processes: internal fulfillment and shipping to your home. The internal dispatch process takes a maximum of 48 working hours (with rare exceptions). Transport times are exclusively the responsibility of our carriers, who promise deliveries within the national territory within a maximum of 2 working days. For other countries, please check the shipping times here.
Portugal: If you were not at home to receive your order when the courier delivered it, there is no problem. All you need to do is take the card left by the carrier in your mailbox with you and go to the collection point indicated there. You can collect your order there within a maximum period of 5 working days from the day of notice.
Other countries: please check with your local carrier the internal process.
If you have not collected your order within a maximum period of 5 working days, your order will be returned to ORYA Jewelry. As soon as the order arrives at our facilities, you will be sent an email with a detailed explanation of all the next steps you should take. It is your responsibility to resend your order, adding an extra shipping fee.

 

EXCHANGES AND RETURNS

ORYA Jewelry only accepts exchanges in two situations:

1) The ordered item has a defect and the customer wants to exchange it;

2) Items upon presentation of a gift receipt (requested in the check-out notes).

Exchanges can only be made in the situations mentioned above. Like this:

1) When the ordered item arrives with a defect, the customer has a maximum period of 2 months to report it, starting from the day he received the order. Only defective items that undoubtedly were not caused by the customer due to misuse will be exchanged or refunded. To ensure your accessories shine like they did from day one, follow our recommendations here . In this situation, shipping costs will be borne by ORYA Jewelry.

2) Upon presentation of a gift card, the customer has a maximum period of 15 days after receiving the order to show their interest in returning the item to ORYA Jewelry.

For further questions regarding the exchange and returns policy, see our Exchanges, refunds and returns page.

To request an exchange, send us an email to info@oryajewelry.com indicating your order number, your full name and the reason for the exchange. You must also attach a photo of the product you wish to exchange and, if applicable, the gift receipt. Our customer service team will assess your situation and respond as quickly as possible.
It depends on the reason for the exchange.

If the reason for the exchange is because an item is defective, the shipping costs will be borne by ORYA Jewelry.

If the reason for the exchange is because the product does not meet the customer's expectations (always upon presentation of an offer slip!), the shipping costs for returning the item will be borne by the customer.

To return an item, the following aspects must be met:

- Products to be returned must be within the deadline for returns. This period is 14 days from the date of delivery of the order to you or a third party indicated by you (other than the carrier);

- The products to be returned in the order must be in perfect condition and must not have been used;

- The return of the product must always be made using or including the original packaging. It must also include all instructions, labels, cards, documents and packaging of the items.

If the returned product is not in perfect condition, ORYA Jewelry reserves the right to partially refund the value of said product. In no case will the original shipping costs of the order be refunded. Refund will be withheld until the returned product arrives at the ORYA Jewelry facility.

NOTE: Despite the varied 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 will be sent with the missing products after a suitable investigation has been carried out.

For more information, see our Exchanges, refunds and returns page.

To request a return, send us an email at info@oryajewelry.com indicating your order number, your full name and the reason for the return. You must also attach a photo of the product you wish to return. Our customer service team will assess your situation and respond as quickly as possible.
It depends on the reason for the return.

If the reason for the return is because an item is defective, the shipping costs will be borne by ORYA Jewelry.

If the reason for the return is any other reason, the shipping costs for returning the item will be borne by the customer.

As soon as we receive the returned products and check the condition of the products, if they are in perfect condition, the corresponding refund will be made, which you will receive within 1 to 5 business days using the same payment method with which you placed your order. (except payment by Multibanco Reference, the refund of which will be made via Bank Transfer). If there is any impediment to reimbursement using the original payment methods, we reserve the right to proceed with the reimbursement 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.
Of course! At ORYA Jewelry, we make the process easy so you can give a gift to someone you love. All you have to do is let us know in the "Notes to the Seller" that appear in the cart before checkout. You must say that the order is for a gift and indicate the name of the person you are going to offer it to so that we can write it on the card that comes with all orders. You can also leave a personalized message, which we will be happy to write. If you want the order to go directly to that person's home, don't forget to enter the correct address at checkout. And that's it! Good gifts just a click away.
It always depends on the model you are looking at. It is always indicated in the item description whether the earrings are sold as a pair or individually. If you still have any questions, do not hesitate to contact us via email at info@oryajewelry.com.
Information regarding the size of the necklaces is written in the description of all items. Most of our necklaces have a 5 cm extension, so you can adjust to your best fit. If you still have any questions, do not hesitate to contact us via email at info@oryajewelry.com.
We are currently not accepting special orders and only sell what is displayed on the website. But you can always send us an email with what you want and we will do our best to make your dream come true!
When you arrive at checkout, you will see a field (in the beige area on the right) that will say “Gift card or discount code”. It is in this space that you will have to write the code and click on “Apply”. If you are placing your order via mobile phone, after clicking on "Checkout", you will need to click on "Show order summary". Below you will find a box that reads “Gift card or discount code”. It is in this space that you will have to write the code and click on the arrow on the right. The platform does not allow you to apply two discount codes at the same time - only one is allowed.