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.
Online customer service