Frequently Asked Questions (FAQs)

Orders and Payment

How do I place an order?
Simply select the item(s) on the website, add them to your cart, and confirm your shipping and payment details. After payment, you will receive a confirmation email with a summary of your order.

What payment methods are accepted?
We accept credit/debit cards, Multibanco (Portugal), PayPal, Klarna, and other methods available at checkout. Please check which methods are active at the time of purchase.

Can I cancel my order?
Yes. If you request a cancellation before shipment, we will proceed with the refund. If the order has already been shipped, the refund will only be processed after the items are returned in accordance with our Returns and Exchanges Policy .

Deliveries

Which countries do you ship to?
We ship to Portugal, Spain, and all of Europe. We also ship to other countries outside the European Union; however, in these cases, the customer will be responsible for paying any customs fees or import duties to clear the order through local customs.

How long does delivery take?
Delivery times vary depending on the destination and are indicated at the time of purchase. Deliveries typically take 2 to 5 business days for Portugal and Spain, and 5 to 10 days for other destinations.

What if there's a delay in delivery?
We will do our best to meet the indicated deadlines. However, delays attributable to carriers or external causes are not our responsibility. In case of a considerable delay, please contact us via email at info@fulgoriastore.com.

Returns, Exchanges and Warranty

Can I exchange or return my item?
Yes, according to Portuguese law. The customer has 14 days after receiving the item to exercise the right of withdrawal, provided that the item is in perfect condition, shows no signs of use, and is in its original packaging.

If the item has a manufacturing defect or is damaged in transit, you must inform us within 48 hours of receiving it, providing photographs of the product and packaging.

What if the returned item is not defective?
If, after analysis, the item is found not to be defective, it will be returned to the customer without a refund, and the shipping costs will be the customer's responsibility.

What is the warranty on the pieces?
All items are covered by the legal warranty for manufacturing defects, as per Portuguese law. Please contact us via info@fulgoriastore.com indicating your order number and the situation.

Can handcrafted items have minor imperfections?
Yes, handcrafted pieces may exhibit slight variations in colour, shape, or texture, resulting from the manual production process. These variations are natural and do not constitute a defect. In contrast, mass-produced pieces maintain a uniform finish, in accordance with controlled production standards.

For more information about exchanges and returns, please see our policy.

Materials and Care

What materials do you use in the pieces?
The pieces sold at Fulgoria are crafted from 925 sterling silver and 925 sterling silver with a gold plating. Each material requires specific care to ensure the durability and shine of the pieces.

Does 925 silver tarnish?
Yes. 925 silver can oxidise and tarnish naturally over time due to contact with air, skin, perfumes, or humidity. This is a normal and reversible process with proper cleaning.

Do gold-plated jewellery pieces lose their colour?
Yes, with use and exposure to perfumes, water, or sweat, the gold plating may lose its shine or tone. These changes are normal and do not constitute a manufacturing defect.

How should I care for my jewellery?

• Store them in a dry place, away from humidity and direct sunlight.
  

• Avoid contact with perfumes, creams, seawater, and swimming pools.
  

• Clean with a soft, dry cloth, without chemicals.
  

• Remove the pieces before sleeping or exercising.

More details can be found on our Jewellery Care Guide page.

Can I ask for help to polish my pieces?
Yes! If you wish to restore the shine to your pieces, contact us. We work with artisans and jewelers who can help you recover the original finish safely and professionally.

For more information on how to care for your jewellery and costume jewellery, visit our Jewellery Care Guide page.

Privacy and Cookies

How do you handle my personal data?
We respect your privacy. Your data is processed in accordance with the GDPR and current Portuguese legislation, solely for processing orders, communications, and legal obligations. For more information, please see our Privacy Policy.

Do you use cookies?
Yes. We use essential, statistical, and marketing cookies to improve your browsing experience. You can manage your consent in the cookie banner or consult our Cookie Policy.

Other Issues

Can I request customisations?
Yes. Please contact us with your specific request (e.g., engravings, adjustments, or special combinations) and we will confirm feasibility. Personalised items are not covered by the free return policy.

How can I check the status of my order?
After shipping, you will receive an email with the tracking number and a link to track your delivery. If you do not receive it, please contact us at info@fulgoriastore.com.

Do the prices include VAT?
No. Fulgoria operates as a sole proprietorship (ENI) exempt from VAT under Article 53 of the Portuguese VAT Code. The prices shown are final and do not include VAT.