FAQ
Orders
How do I use a promo code?
During checkout, you’ll find a field to enter your promo code. Just type it in, click “Validate”, and it will be applied to your cart automatically.Which payment methods are accepted?
We accept various payment methods depending on the destination country, including:- Debit or credit card (Visa, Mastercard, American Express)
- Apple Pay
- Google Pay
- In Portugal, we also offer MB Way and Multibanco payments.
Can I change my order after it’s been placed?
Once your order is placed, we start preparing it right away, so we can’t guarantee changes. Still, get in touch — we’ll do our best to help at orders@plata.pt.Can I change the delivery address?
If you need to make a change, please contact us ASAP. We usually process orders within 24h. Once the order is shipped, it’s no longer possible to change the address. You’ll receive a shipping confirmation with a tracking link where you may be able to update delivery details.Can I cancel my order?
If the order has already shipped, it can’t be cancelled. However, get in touch and our team will do what they can to support you at orders@plata.pt.Shipping, Returns & Exchanges
Which countries do you ship to?
We ship to Portugal, Spain, France, Italy, Netherlands, Luxembourg, and Poland. If you can’t find your country at checkout, reach out and we’ll assist you directly at orders@plata.pt.How does free shipping work?
Orders of €50 or more qualify for free shipping to Portugal and Spain, and orders of €95 or more qualify for free shipping to France, Italy, Netherlands, Luxembourg, and Poland.How long does delivery take?
All orders are processed within 48 business hours. Delivery in Portugal and Spain takes 1–2 business days. Other countries depend on the shipping method selected.Will I have to pay customs or import fees?
Shipments outside the EU may be subject to customs duties or import taxes, depending on your country’s regulations. These are not included in your order total and must be paid by the recipient upon delivery.How do I track my order?
You’ll receive a tracking email as soon as your order ships. If it’s delayed, check with the carrier directly using your tracking number. For international orders sent via CTT (Portugal Post), your local postal service will handle the delivery. Use the CTT tracking number on their website for updates. If no update appears, check again after 24h.How do I return an item?
Email us at orders@plata.pt with your order number and the items you’d like to return or exchange. Once we receive and inspect the items, we’ll refund your original payment method if everything is in perfect condition.What’s your return policy?
You have 14 days after delivery to return an item. Items must be unused and in original condition. Customized items and gift cards are non-refundable. Shipping fees, gift bags, and premium wrapping are not refunded. Sale items will be refunded at the sale price.Refunds
We will refund all payments received, including the original shipping cost (except additional costs from choosing a more expensive shipping method), within 14 days of receiving your notification of withdrawal or the returned items, whichever is later.Where should I send the return?
Always email us at orders@plata.pt before sending any return — we’ll guide you through the process.Late refunds
Check with your bank or card issuer — it may take a few days to post. Still waiting? Email us and we’ll help at orders@plata.pt.Exchanges
To request an exchange, send us an email with your order and details at orders@plata.pt.Return shipping costs
Return shipping costs are the responsibility of the customer. For your peace of mind, we recommend using tracked or insured shipping. If you need any assistance, please don’t hesitate to email us at orders@plata.pt — we’re here to help!Legal & Policy Info
Right of withdrawals
In accordance with article 10 of Decreto-Lei n.º 24/2014, of 14 February, you have the right to withdraw from your purchase contract within 14 days. The withdrawal period starts from the day you receive the goods. To exercise this right, please notify us clearly (by email to orders@plata.pt) of your decision to withdraw before the 14-day period expires. Returned items must:- Be unused and in perfect condition.
- Not show signs of use beyond what is necessary to establish their nature and functionality.
Alternative dispute resolution (RAL)
If you have any disputes regarding your purchase, you may use the Alternative Dispute Resolution system for consumer conflicts (Resolução Alternativa de Litígios de Consumo – RAL). The authorized arbitration centers in Portugal can assist with resolving consumer disputes without going to court. For more information or to start a resolution procedure, visit the official consumer platform.Products
How do I find my ring size?
Check our Size Guide, also linked on each product page.What materials do you use?
FAQ
Orders
How do I use a promo code?
During checkout, you’ll find a field to enter your promo code. Just type it in, click “Validate”, and it will be applied to your cart automatically.Which payment methods are accepted?
We accept various payment methods depending on the destination country, including:- Debit or credit card (Visa, Mastercard, American Express)
- Apple Pay
- Google Pay
- In Portugal, we also offer MB Way and Multibanco payments.
Can I change my order after it’s been placed?
Once your order is placed, we start preparing it right away, so we can’t guarantee changes. Still, get in touch — we’ll do our best to help at orders@plata.pt.Can I change the delivery address?
If you need to make a change, please contact us ASAP. We usually process orders within 24h. Once the order is shipped, it’s no longer possible to change the address. You’ll receive a shipping confirmation with a tracking link where you may be able to update delivery details.Can I cancel my order?
If the order has already shipped, it can’t be cancelled. However, get in touch and our team will do what they can to support you at orders@plata.pt.Shipping, Returns & Exchanges
Which countries do you ship to?
we ship to Portugal Spain France Italy Netherlands Luxembourg Poland. If you can’t find your country at checkout, reach out and we’ll assist you directly at orders@plata.pt.How does free shipping works: 50 or plus euros in expenses on the website will include free shipping to Portugal and Spain 95 or plus euros in expenses will include shipping to France, Italy, Netherlands, Luxembourg and Poland
How long does delivery take?
All orders are processed within 48 business hours. Delivery in Portugal and Spain takes 1–2 business days. Other countries depend on the shipping method selected.Will I have to pay customs or import fees?
Shipments outside the EU may be subject to customs duties or import taxes, depending on your country’s regulations. These are not included in your order total and must be paid by the recipient upon delivery.How do I track my order?
You’ll receive a tracking email as soon as your order ships. If it’s delayed, check with the carrier directly using your tracking number. For international orders sent via CTT (Portugal Post), your local postal service will handle the delivery. Use the CTT tracking number on their website for updates. If no update appears, check again after 24h.How do I return an item?
Email us at orders@plata.pt with your order number and the items you’d like to return or exchange. Once we receive and inspect the items, we’ll refund your original payment method if everything is in perfect condition.What’s your return policy?
You have 14 days after delivery to return an item. Items must be unused and in original condition. Customized items and gift cards are non-refundable. Shipping fees, gift bags, and premium wrapping are not refunded. Sale items will be refunded at the sale price.Refunds
We will refund all payments received, including the original shipping cost (except additional costs from choosing a more expensive shipping method), within 14 days of receiving your notification of withdrawal or the returned items, whichever is later.Where should I send the return?
Always email us at orders@plata.pt before sending any return — we’ll guide you through the process.Late refunds
Check with your bank or card issuer — it may take a few days to post. Still waiting? Email us and we’ll help at orders@plata.pt.Exchanges
To request an exchange, send us an email with your order and details at orders@plata.pt.Return shipping costs
Return shipping costs are the responsibility of the customer. For your peace of mind, we recommend using tracked or insured shipping. If you need any assistance, please don’t hesitate to email us at orders@plata.pt — we’re here to help!Legal & Policy Info
Right of withdrawals
In accordance with article 10 of Decreto-Lei n.º 24/2014, of 14 February, you have the right to withdraw from your purchase contract within 14 days. The withdrawal period starts from the day you receive the goods. To exercise this right, please notify us clearly (by email to orders@plata.pt) of your decision to withdraw before the 14-day period expires. Returned items must:- Be unused and in perfect condition.
- Not show signs of use beyond what is necessary to establish their nature and functionality.