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CUSTOMIZATION

Make your Torres Joalheiros purchase unique.

Personalised jewellery and gifts are especially meaningful and become heirlooms over time. These designs can be engraved, embossed or etched with a monogram, date or message.

Before finishing your online order, please let us know on the comments that you want the engraving service, or contact us by e-mail: apoiocliente@torres.pt or WhatsApp: (+351) 919 867 797 (Monday to Friday from 9.30 a.m to 5.30 p.m).

GIFTS

We believe that giving a jewellery or timepiece should be special and thoughtfully chosen. We believe the difference is in the smallest details.

So we want to offer you a unique and surprising experience, from the moment of purchase to the moment of opening the package. Before finishing your online order, on the comments, tell us that the piece is an offer and write a message , we will provide a special card and package.

Join an extraordinary world of Torres Joalheiros and be part of our family.

Torres Joalheiros offers to its customers an after-sales service in partnership with specialized workshops, which have the most advanced technology for the repair of tiempieces and jewels sold in its stores, as well as technical assistance protocols with other brands.

For any precision instrument, the timepieces that Torres Joalheiros sells require a regular maintenance (cleaning, inspection and checking their tightness). So For a longer life of your piece, you can access more detailed information by clicking here or to take advantage of the technical assistance service, contact us  by e-mail apoiocliente@torres.pt ou WhatsApp (+351) 919 867 737 (Monday to Friday from 9.30 a.m to 5.30 p.m).

Products that are sold on Torres Joalheiros stores and e-boutique are warranty for a period of  2 years from the date of purchase. This warranty is limited and does not cover batteries, external components (bracelet and glasses) and damage resulting from normal wear, accidents or improper use. These guarantees is limited and do not cover the following: batteries, external components (bracelet and glass), defects caused to the product by blows, improper use, negligence, improper handling, modifications, unauthorized repairs, accidents or normal wear and tear.

During the warranty period, the product that has a manufacturing defect will be repaired free of charge or replaced it with a similar model, in cases where the repair is not possible according to the manufacturer and/or Torres Joalheiros SA.

Also, as we are an Official Distributor of the brands we represent, we provide information and original certificates of authenticity for each of the pieces you buy in our stores or e-boutique. You can visit the brand´s official website to read more about warranty extension programs.

Free exchanges & returns within 14 days after you receive the products you ordered. After this period, Torres Joalheiros reserves the right that returns and exchanges will only be allowed in case of a defective product or non-compliance.

No exchanges and returns for personalised items. Item must be in perfect condition, unworn, in original packaging with any related accessories, instructions booklets, labels, protective covers, leaflets, or boxes under the terms of our Return & Exchange Policy.

To return or exchange products of your order, you just need to let us know that you have decided as long as the conditions of our Exchange and Returns Policy are respected. We can return item (s) by post or by hand, in store. The easiest way to do is to complete the online dispute form and send it to us with a copy of the invoice and your phone contact number to proceed with colleting or delivering item(s).

The online exchange will always involves a return of the product (s) and make a new purchase.

HOW DO RETURN AN ORDER?

Please note that all online returns and exchanges are subject to a quality control inspection before they are accepted. Upon receipt of your item(s), and subject to inspection by our Quality Service Department, we will proceed with the return. Refunds can take up to 30 days to be processed after the cancellation of the order. Refunds will be made to the original purchaser, in the original method of payment.

Return by Post

We offer free delivery and return for orders over 500 euros. For orders less than 500 euros, delivery fees will be added (except where you return a product that is faulty or not as described or defective or non-compliance in which case we will refund to you the cost of return).

1. If you wish to return an item for exchange or refund please complete the online dispute form. If you no longer have this, please contact us by e-mail apoiocliente@torres.pt.

2. Please return the item(s) in original packaging and condition to our returns address within 14 days of delivery:
Torres Joalheiros – Online Returns
Rua Rosa Araújo, 2 – 8º andar
1250-195 Lisboa
Portugal

Torres Joalheiros take no responsibility for the loss of items in transit for a return to us. We advise that you please return your item(s) by registered or other insured and tracked postal service, and retain a proof of postage until your refund or exchange is complete. Alternatively, you can return your items by hand in-store using the same returns form.

Return in-store 

Online orders can be returned or exchanged at any Torres Joalheiros showrooms in Lisbon or Cascais, following the rules below:

1. Provide us original documents: Online dispute form, original warranty certificate, original sales receipt or invoice, products and package as received in perfect condition as described in our Exchange and Returns Policy

2. After analysis by Torres Joalheiros specialists, and if the returned products fulfill all the above requirements, we will proceed with the amount refund.

In exchange, as long as the Terms and Conditions explained above are fulfilled, you can choose any other product at Torres Joalheiros showrooms as long as it is of equal or greater value or, alternatively, product voucher. Please note that product voucher may only be redeemed at one of our showrooms and may not be used for online purchases, within 12 months.

PAYMENTS

Torres Joalheiros accepts most major credit and debit cards (VISA; MASTERCARD; AMERICAN EXPRESS), Paypal payment, MULTIBANCO and MBWAY. No checks, cash, money-order or gift vouchers payments will be accepted for online purchases.

All processing of your payment card information is performed on a server that uses industry-standard encryption technology to protect your personal data and payment card information from being read by unauthorized third parties.

To take advantage of the Tax-free service  (Value Added Tax exeptiom – VAT) you must go to one of our stores or contact us by e-mail or phone.

DELIVERY

Products purchased via our website may only be shipped within the Portugal Mainland and Islands. Unfortunately, we cannot ship to P.O. Boxes or outside the Portuguese territory.

We process up to 72  hours (3 business days), all orders payment confirmed until 1:00 pm (business days), whose items are available in stock. Please allow an additional 5 business days (in addition to the standard delivery estimate) for your engraved order to be completed.

We offer free delivery and return for orders over 500 euros. For orders less than 500 euros, delivery fees will be added, as described on the checkout process.

If you want to collect your order at a Torres Joalheiros store, you must provide:

1. an order confirmation e-mail

2. Official photo identification (ID card or passport)

3. Proof and payment method used for the order

If someone else is collecting your order on your behalf:

4. Please make sure they bring these elements as well as their own ID card and a letter of authorisation signed by you.

Torres Joalheiros will keep your order for 15 days, after which this period, it will be cancelled.

PLEASE NOTE:

1. Our delivery courier is CTT Express and TNT Nacional

2 . Delivery estimates are indicative only and subject to the acceptance and approval of your order. Working days are defined as Monday to Friday 8 am to 7 pm, excluding public holidays in Portugal. Please note that deliveries can take longer to certain remote areas or if your order required additional security validation.

3. You can find your order’s tracking number in your confirmation email.

4. To find more information on personalised itens delivery or to reschedule your delivery, please contact us by e-mail: apoiocliente@torres.pt or WhatsApp: (+351) 919 867 797 (Monday to Friday from 9.30 a.m to 5.30 p.m)

5. We recommend you to inspect your package for damage or tampering before signing and accepting it. If there are any discrepancies between what you ordered and what you received, we kindly ask you to refuse to receive it.