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 plata.portugal@gmail.com.
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 plata.portugal@gmail.com.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Shipping, Returns & Exchanges
Which countries do you ship to?
We ship to Portugal, Spain, France, Italy, Netherlands, Belgium, Luxembourg, Poland, Austria, Denmark, Germany and United Kingdom. If you can’t find your country at checkout, reach out and we’ll assist you directly at plata.portugal@gmail.com.
How does free shipping work?
Orders of €35 or more qualify for free shipping to Portugal and Spain. Orders of €60 or more qualify for free shipping to other European Union destinations and the UK.
How long does delivery take?
Delivery in Portugal and Spain takes usually 2-3 business days to arrive. France: 5-6 days. Other countries depend on the shipping method selected.
Will I have to pay customs or import fees?
Shipments to the UK have customs duties or import taxes included in your order total so you don’t have to worry about it :)
For other destinations outside of EU, please contact us directly at plata.portugal@gmail.com and we will be happy to help you!
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.
If you have any doubts or need extra help, email us at plata.portugal@gmail.com.
How do I return or exchange an item?
Email us at plata.portugal@gmail.com 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.
How about return shipping costs?
Return shipping costs are the responsibility of the customer. Please don’t hesitate to email us at plata.portugal@gmail.com — we’re here to help!
Care & Recommendations
Can I shower with my jewelry?
Our 925 sterling silver pieces are waterproof. For silver-plated pieces we recommend removing before showering, exercising, or swimming to preserve the finish.
How should I care for my jewelry?
Store pieces in a dry place, away from direct sunlight and moisture. Avoid contact with perfumes, lotions, and cleaning products.
How do I clean silver?
Use a soft flannel cloth with a silver cleaner. Gently rub in circular motions to avoid scratching. Don’t use silver dip for silver-plated pieces.
Products, Quality & Warranty
Are your products certified?
Yes — all our 925 silver pieces are certified by INCM (Portuguese Mint & Official Assay Office). By law, only items over 2g of silver require hallmarking.
See official stamp designs: here
Certification number: T10589
View Plata’s certification: Certification Document
Check silver/gold market rates: Banco de Portugal
Do your products come with a warranty?
Yes — we offer a 30-day warranty. After that period, we cannot assume responsibility, but please feel free to contact us with any concerns.
What materials do you use?
Our collection includes both 925 silver and silver plated pieces. Please refer to the product description for specific material details.
How do I find my ring size?
Check our Size Guide, also linked on each product page.
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 plata.portugal@gmail.com) 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.
Refunds will be processed within 14 days of receiving the returned goods or notification of withdrawal, including the original shipping cost (except additional costs from choosing a more expensive shipping method).
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.