Exchange and return policy
EXCHANGES
- Jewelry
If for any reason you wish to exchange 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).
To start the exchange process, it is mandatory to fill out the exchange form available at: https://oryajewelry.com/pages/exchanges-and-returns-form and wait for our team's response via email with the next steps.
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 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, scrunchies or other offers under the current campaign);
- The item must be shipped with 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".
- Candles
Due to the nature of these products, used candles 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.
Regarding exchanges, we have the following exceptions:
- personalized items according 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.
Once your order is at our facilities, we will begin the exchange process as soon as possible, via email.
After validation of the process via email and respective authorization of the refund (if applicable), the refund 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 .
RETURNS
- Jewelry
If for any reason you wish to return your item(s), you have 14 non-working days after receiving your order to arrange for shipping or delivery to our atelier in Lisbon (prior appointment required subject to availability).
To start the return process, it is mandatory to fill out the return form available at: https://oryajewelry.com/pages/exchanges-and-returns-form and wait for our team's response via email with the next steps.
We remind you that articles must meet certain 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, scrunchies or other offers under current campaign);
- The item must be shipped with 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".
- Candles
Due to the nature of these products, used candles 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.
Regarding returns, we have the following exceptions:
- personalized items according 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.
Once your order is at our facilities, we will begin the returns process as soon as possible via email.
After validation of the process via email and respective refund authorization (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 the amount may take a few days 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 they are the conditions of the items to be returned have been checked.
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 .
CUSTOMER SHIPPING PROCESS TO ORYA JEWELRY
The exchange or return of items must be made through a carrier that must always be previously approved by ORYA JEWELRY.
Please note that if you have chosen to make the exchange or return through a carrier chosen by you and not by ORYA JEWELRY, we cannot assume the risk in the exchange or return packaging when it refers to causes that are not our responsibility.
Likewise, as a customer, you are responsible for the contents of the exchange or return packaging when you choose the return methods presented by ORYA JEWELRY. In the event of an error in the contents of the exchange or return packaging not attributable to ORYA JEWELRY (e.g. missing items), we reserve the right to charge the costs associated with the corresponding exchange or return to the customer, if applicable.
EXCHANGES AND RETURNS OF DEFECTIVE ITEMS
In cases where the customer considers that, at the time of delivery, the item ordered has a defect or does not correspond to what was described, they have 14 non-working days after receiving their order to proceed with the shipping or delivery to our atelier in Lisbon (prior appointment required subject to availability).
To start the return process, it is mandatory to fill out the return form available at: https://oryajewelry.com/pages/exchanges-and-returns-form and wait for our team's response via email with the next steps.
The customer may return the item by delivering it to a carrier that must always be approved by ORYA JEWELRY. The amounts paid for products returned due to any damage or defects will be refunded in full, including the delivery costs for sending the item and the costs incurred by the customer in returning them.
As per the established law, instead of returning the item and receiving a refund, the customer may also choose to replace the item (subject to stock availability).
The refund must be made within a maximum period of 14 days, counting from the moment the defective item arrives at our facilities.
Variations from normal that should not be considered defects
Most of the items we sell are handcrafted. These items often have the characteristics of the natural materials used in their production (e.g. shells, natural pearls, cowries, natural stones, crystals). These characteristics, such as slight variations in color and shape, may not be considered defects. On the contrary, their presence should be taken into account and appreciated. ORYA JEWELRY selects only quality materials, but the characteristics are unavoidable and should be accepted as part of the individual appearance of the item in question.