FAQ

FREQUENTLY ASKED QUESTIONS

 

SHIPPING

  •  How do you ship your orders internationally?

Due to restrictions regarding the shipping of precious metal jewelry from Portugal as well as issues due to Covid 19, all my pieces are shipped by carrier, specifically by DHL, with no exceptions.
This is the only way to ensure that your investment is well protected and will reach you.

  •  How do you ship your orders domestically?

Similar to international, some of my previous orders got lost during transportation. To avoid these issues, all my pieces are shipped by carrier, specifically by Corrida do Tempo, with no exceptions.
This is the only way to ensure that your investment is well protected and will reach you.

  •  What if my order still gets lost during shipment?

If your order gets lost, all your money will be refunded. My entire business is based on trust and I take that responsibility seriously.
For international orders over €300, I add extra insurance with no additional cost.

  •  Why do you need my phone number?

Your phone number is only used as:

    • contact from carriers. This is required and without it I can't schedule  the pick up.
    • for my Portuguese buyers as a form of payment (through MbWay)

 If you want to know more about Shipping, check out my Shipping Policy.

 

PROCESSING TIMES

  •  What is the difference between "In stock" vs "Custom Fit"?

All items marked "In stock" are finished and can be shipped within 5 business days.
However, if the item you are looking for is "Custom Fit" means that I will make one especially for you, making it a personalized piece. For rings, for example, a new one will be casted. For this reason I ask for 30 days to complete this process, however your order will be shipped as soon as possible.

  •  If it's already "In stock", why does it take 5 days do process my order?

The 5 days window is just to account for any delays scheduling the pick up with the carrier but usually doesn't take that long. Unless the client asks for a delayed shipment, due to vacations for example, I start processing the order the next day.

  •  Why do you take so long to update your shop?

Unfortunately this still is a one woman show. I'm my own webmaster, accountant, photographer, model, creator and fulfillment center. I sincerely appreciate your patience and understanding in case there is any delay in communication or service.

 

REFUNDS AND RETURNS

  •  Do you accept returns?

Yes. I want you to feel confident when shopping with me. There's a free return policy in place, in case you're unhappy or have any other issues with your order. However there are some conditions. Please, read my Refund Policy for additional information and don't hesitate to contact me at henriquettajewelry@gmail.com if needed.

  •  My ring isn't the right size. Do you accept size exchanges?

Most definitely yes. I want you to feel confident when shopping with me. There's a free exchange policy in place. However there are some conditions. Please, read my Refund Policy for additional information and don't hesitate to contact me at henriquettajewelry@gmail.com if needed.
To avoid issues, be very mindful measuring your finger when shopping for rings online. The ring should be just large enough to go over your knuckle but fit snug enough so it's comfortable and doesn't fall off. There's a different size between hands as well. Check out my Ring Size Table for more info.

 

ENVIRONMENTAL IMPACT

  •  Is fine jewelry Eco-friendly?

The short answer is, unfortunately, no. Mining for all precious metals and stones has a serious impact and often destroys the environment. Nevertheless, there are ways to minimize the damage.

  •  Do you use recycled silver/gold?

I don't use recycled silver or gold directly in the production of my pieces but all my silver and gold are recycled. From time to time, all my scraps are sent to a laboratory where they clean all the impurities. The end product is fine silver and gold that will be used again in my future pieces.

  •  Why don't you use recycled silver/gold?

When it comes to mixing old jewelry, there are many unknown factors involved. Mixing different alloys and solders can be disastrously incompatible, resulting in cracking and other technical issues during production. Furthermore, in Portugal, the testing and approval of legal status is taken very seriously. Having control over alloy components is crucial.

  •  What kind of steps do you take to be more environmentally-friendly?

When we buy jewelry made with precious metals we are investing in something that will endure many years. Personally, I'm a big supporter of things made to last. This way, if something happens, you will always be able to fix or resize when needed. Mindful shopping is a great step in saving money, saving the environment by consuming just what we need and not creating more waste and keeping us surrounded only by things we love.  

I also strive to have all my package as Eco-friendly as possible:  my boxes are both FSC® certified products / FSC Mix 70%, with the FSC® mark guarantees that all materials come from an FSC® forest, where no more wood is cut down than the forest can reproduce. This means better protection of the animal and plant life, and all foresters have proper training, safety equipment and a decent wage. This product has been produced in Europe. Also, the cushioning is wood wool packaging hamper filling, biodegradable and free from chemicals.