FAQ
I AM HAVING PROBLEMS ACCESSING THE SITE, WHAT CAN I DO?
If you have problems accessing the Anjewels website, we recommend that you update your operating system ( e.g. Windows, Linux, macOS , etc.). If this does not work, try another search engine (Google Chrome, FireFox , Edge , Internet Explorer, etc.). If the problem persists, send us an email to apoiocliente@anjewels.com with a description of what happened, images of the incident, information about your operating system and the search engine(s ) you used.
HOW AND WHY SHOULD I REGISTER?
To register, simply click on the “Login” button, enter the requested data and complete the registration. Once you have registered, you are already winning, as it will provide you with numerous advantages when using the website. In “My Account” you can change your data whenever you want, you can view the orders you have made , your data and your shopping cart.
I CAN'T LOG IN TO MY ACCOUNT, WHAT DO I DO?
You must enter the details you registered with to access your account. If you have forgotten your password, simply click on “Forgot your password?” and you will be sent an email with a new password, which you can change once you log in to “My Account”. If the problem persists, send us an explanatory email to apoiocliente@anjewels.com.
HOW CAN I KNOW WHAT MY SIZES ARE?
Click here to see your measurements.
WHY IS THE PRODUCT I ORDERED NOT EXACTLY THE SAME AS THE PHOTOGRAPH ON THE WEBSITE?
Product photographs may show slight changes in color and brightness due to the lights used when taking the photograph and the materials of the products.
ORDERS, EXCHANGES & RETURNS
HOW DO I PLACE AN ORDER?
To place an order, simply go to the desired Product Page and add it to your “Cart”. Then click on the “Finalize Purchase” button, enter your details and proceed to “Confirm Order”. Once you have completed everything, you will receive an email with a summary of your order.
WHAT PAYMENT METHODS ARE AVAILABLE?
You can make payment via Multibanco Reference, Bank Transfer, PayPal , or credit card.
ARE THE PRODUCTS I PUT IN THE “CART” AUTOMATICALLY RESERVED?
When you place a product in the “Cart” it is not automatically reserved.
IF THE PRODUCT I WANT TO PURCHASE IS OUT OF STOCK, CAN I ORDER IT?
It depends on the product. If it is a product that will be discontinued, there will be no possibility of ordering it again. For any clarification, please send an email to apoiocliente@anjewels.com.
HOW CAN I TRACK MY ORDER?
You can track your order on the website https://www.chronopost.pt/live-tracking and enter the reference number/code. You will only be able to track your order 24 hours after payment.
I CANNOT TRACK MY ORDER WHEN I ACCESS MY ACCOUNT, WHAT DO I DO?
If you are unable to track your order in “My Account”, you can track it via the link https://www.chronopost.pt/live-tracking by entering your reference number/code. If you do not have the necessary data with you, please send us an explanatory email to apoiocliente@anjewels.com.
I HAVE ALREADY MADE PAYMENT FOR MY ORDER, BUT I HAVE NOT RECEIVED THE CONFIRMATION EMAIL, WHAT SHOULD I PROCEED?
If you have paid for an order and have not received the confirmation email, first check if the confirmation email is in your spam folder, otherwise send us an email to apoiocliente@anjewels.com with your registration details, the description and photograph or print screen of the product ordered.
I WANT TO CHANGE OR CANCEL MY ORDER, BUT I HAVE ALREADY MADE THE PAYMENT, WHAT DO I DO?
If you wish to change or cancel your order, please contact us as soon as possible. You can do so via our email apoiocliente@anjewels.com with all the information relating to the order: product reference, quantity, colour, size (if the product has several sizes), the amount you paid, and specify which product or size you would like to exchange; or your NIB if you wish to cancel the order permanently.
CAN I RETURN THE PRODUCT I ORDERED? OR I WAS UNABLE TO CANCEL MY ORDER WITHIN THE STATED PERIOD, IS IT POSSIBLE TO RETURN IT?
Yes, you can return the product you ordered. You have the right to return it as soon as you receive your order, during which you will have a period of 14 days, in accordance with Decree-Law No. 24/2014, without penalties and the product will be returned to you using the same method used for payment. This refund will be made after receipt of the product at our warehouse.
MY RETURN WAS DAMAGED/LOST. WHAT SHOULD I DO?
Anjewels is not responsible for any damage or loss of returned items, so we are not responsible for returning the amount or product for exchange. You should contact the carrier you have contracted.
CAN I RETURN PRODUCTS PURCHASED IN PROMOTIONAL CAMPAIGNS?
Yes, you can return products purchased during special campaigns. You have the right to return your order as soon as you receive it, during which you will have a period of 14 days, in accordance with Decree-Law No. 24/2014, without any penalties and the product will be returned to you using the same method used for payment . This refund will be made after receipt of the item at our warehouse.
CAN I EXCHANGE AN ITEM ORDERED ONLINE FOR ONE FROM A PHYSICAL STORE?
No. Physical stores are independent from the online store. If you want to exchange an item, you will have to do so where you purchased it.
MY ORDER ARRIVED DAMAGED. WHAT SHOULD I DO?
If your order is damaged, we ask that you send us an email to apoiocliente@anjewels.com as soon as you notice the situation, describing the problem, a photograph of the damaged product, the electronic invoice and the time of receipt or collection of the product.
I RECEIVED THE ORDER, BUT I RECEIVED THE WRONG PRODUCT, WHAT SHOULD I PROCEED?
If you receive the wrong product, please send us an email to apoiocliente@anjewels.com with a description of the product you ordered, a photograph of the product you received and the electronic invoice corresponding to the order.
I ORDERED A PRODUCT WITH A VALUE, BUT THE PRICE CHANGED AFTER I MADE PAYMENT FOR IT, CAN I REQUEST A REFUND OF THE DIFFERENCE?
In this situation, it is not possible to refund the price difference. We always advise you to check the prices before making the payment.
I MADE AN ORDER ONLINE, RECEIVED THE PRODUCT, BUT I WANT TO EXCHANGE IT FOR ANOTHER. IF IT HAS A LOWER PRICE, WILL YOU REFUND THE DIFFERENCE IN PRICE? AND IF THE PRICE IS HIGHER, WILL I PAY THE DIFFERENCE?
If you receive a product but want to exchange it for another of a lower value, we will not refund the difference. Otherwise, if you want to exchange it for a product of a higher value, you will pay the difference in value.
SHIPPING & DELIVERY OR PICKUP SERVICE
WHERE ARE THE ITEMS ORDERED IN THE ONLINE STORE SENT?
We ship orders to mainland Portugal and the Islands.
WHAT IS YOUR PARCEL SHIPPING SERVICE AND HOW DOES IT WORK?
Our partner is Chronopost , which offers a home delivery service (including shipping costs) or the option to choose a Pickup point (at no additional cost), depending on what is most advantageous for you.
WHAT IS THE PICKUP POINT?
It is a parcel collection point where the customer can go to receive their order. There is a network of PickUp points spread across the country, 7 days a week with extended opening hours, as many of these points are located in shopping centres. To choose your PickUp point , simply access the link https://www.chronopost.pt/receber-uma-encomenda/pickup/rede-pickup?postal-code= and enter the postcode of the area where you wish to collect your order.
DOES THE HOME DELIVERY SERVICE CHARGE SHIPPING ON ALL PURCHASES?
No, in Portugal, for purchases over €50, the customer does not pay shipping costs. There may also be promotional campaigns that include free shipping. In the latter case, we will make this information available during the campaign.
WHAT IS THE DELIVERY TIME FOR AN ORDER?
For Portugal, delivery times vary between 24 and 72 hours. On Saturdays, deliveries are made until 1:00 p.m.
I WASN'T AT THE ADDRESS INDICATED WHEN I SHOULD HAVE RECEIVED THE PARCEL, WHAT CAN I DO?
If for any reason you miss the first moment of delivery of the order, you must send an email to apoiocliente@anjewels.com.
I FAILED ALL THE TIMES IN DELIVERY/COLLECTION OF THE ORDER, WHAT DO I DO?
If the first and second delivery/collection of the order failed, Anjewels will proceed to refund the value of the product(s). The shipping costs will be charged as the shipping service was performed.
TECHNICAL ASSISTANCE & WARRANTY
DO ANJEWELS PIECES HAVE A WARRANTY?
Yes. The Anjewels guarantee is valid for 2 years, starting from the date of purchase and its scope does not affect the consumer rights established in Decree Law 67/2003 of 8 April , as well as the amendments introduced by Decree Law 84/2008 of 21 May.
During the warranty period, any product that presents a fault or manufacturing defect will be repaired free of charge or will be replaced with a similar model if it is not possible to repair it. The customer must present the product with the fault or manufacturing defect, together with the warranty and the purchase invoice issued by Anjewels.
Materials subject to breakage, deterioration, oxidation, loss or misplacement, defects caused by impacts, inappropriate use, inadequate maintenance and cleaning, negligence, improper handling, modifications, unauthorized repairs, accidents or normal wear and tear are excluded from the warranty.
INSTRUCTIONS FOR PROTECTING YOUR PARTS:
LEATHER
Leather is a natural material that requires protection and care. Never use your leather item in water. If you use moisturizing cream and/or perfume, we recommend that these are first absorbed before putting the leather item on. We recommend storing the leather item in a dry place because humidity can damage the treatment that the leather has undergone to make it resistant and free from bacteria. Natural variations in tone are normal, as these are natural characteristics of the leather.
HYPOALLERGIC 316L STEEL
Hypoallergenic 316L steel is a super- resistant metal with low carbon content, does not rust, does not darken and does not cause skin allergies. If the pieces have any colored details, over time and with use the color may fade or change. In the case of rings, we advise the customer to remove them when sleeping or when doing any more dangerous activity. If the customer suffers an accident, the customer must immediately remove all steel rings from their fingers.
CRYSTALS
All crystal items require certain care, such as avoiding excessive exposure to high temperatures or thermal shocks and avoiding contact with chemical products. We recommend that customers store these types of items in dry places to avoid damage.