FAQs
We want your experience with Inês Santos to feel effortless. If you have a question, you'll likely find the answer here — and if not, we're always happy to help personally at info@ines-santos.com.
Orders & Shipping
Standard shipping is €7 for all orders. Orders over €200 qualify for free standard shipping. Express shipping is available for €14.
For full details please see our Shipping Policy.
Standard delivery takes 3 to 5 working days. If you need your order sooner, express delivery is available and arrives within 1 to 2 working days.
We ship across Europe as well as the United Kingdom and Switzerland. If you have any questions about delivery to your specific location, feel free to reach out at info@ines-santos.com.
Once your order has been dispatched, you'll receive a tracking link via email with which you can follow your parcel every step of the way.
Our team processes orders as quickly as possible, so if you need to make a change or cancel, please reach out to us at info@ines-santos.com as soon as possible. We'll do everything we can to accommodate your request before your order is dispatched.
Yes — express shipping is available at €14 and delivers within 1 to 2 working days.
The carrier will attempt redelivery or leave your parcel at a nearby collection point. You'll receive a notification with instructions on how to collect your order.
If your order hasn't arrived within the expected timeframe, please contact us at info@ines-santos.com. We'll work with the carrier to investigate the status of your parcel and keep you updated every step of the way. If your parcel is confirmed as lost or returned to us, we'll arrange a new shipment as soon as possible.
Returns & Exchanges
We accept returns within 30 days of delivery for unworn items in their original packaging. A €10 flat rate covering shipping and processing will be deducted from your refund. For full details please see our Return Policy.
Log into your account on our website, select the order you'd like to return, choose the items and submit your return request. You'll receive a return label by email — please ship your item back within 5 working days of receiving it. Full instructions are available on our Return Policy page.
If support is needed with a return our team is available to support at info@ines-santos.com
A €10 flat rate covering return shipping and processing is deducted from your refund. Original shipping costs paid at checkout, if applicable, are not refunded.
Yes, we're happy to help with an exchange within 30 days of delivery. Simply reply directly to your order confirmation email with the item you'd like to exchange for. We will then process the exchange for you. A €10 return shipping fee plus a €5 processing fee applies. Full details on our Return Policy page.
Items that have been worn, damaged or are not in their original packaging cannot be returned. If you have any questions about eligibility, don't hesitate to reach out at info@ines-santos.com.
Yes, we understand that gifts sometimes need a little adjustment. Please contact us at info@ines-santos.com and we'll do our best to find a solution that works for you.
Once we receive your return and confirm the item is in its original condition, your refund will be processed within 5 to 10 working days. You'll receive a confirmation email as soon as it's been issued.
Our Jewellery
Our jewellery is crafted in two material lines. The majority of our collections are made in 18K gold vermeil — a premium layer of 18K gold over a sterling silver base, hallmarked by Portugal Assay Office. We also offer one collection in solid 18K gold for those seeking the finest expression of the craft. All our pieces are complemented by carefully selected genuine gemstones and high-quality pearls where applicable.
Gold vermeil is a premium jewellery made by bonding a substantial layer of 18K gold over a sterling silver base. Unlike standard gold-plated pieces, vermeil requires a minimum gold thickness that gives it greater depth, quality and longevity. Our vermeil pieces are hallmarked by INCM — Portugal Assay Office — guaranteeing their quality and composition.
INCM stands for Imprensa Nacional-Casa da Moeda — Portugal Assay Office. An INCM hallmark is an independent government certification guaranteeing the metal composition and quality of a piece. It is one of the most rigorous standards in European jewellery, and a mark that you can find in our pieces.
Yes. We use genuine gemstones and high-quality pearls across our collections, including freshwater and Tahitian pearls. Each stone and pearl is carefully selected for its quality, character and beauty.
Our Size Guide covers rings, bracelets and necklace lengths with measuring instructions and fit recommendations. If you're between sizes or need personalised advice, our team is happy to help — reach out at info@ines-santos.com.
Our gold vermeil pieces are made on a sterling silver base, which is generally well tolerated by most skin types. Our solid gold pieces are crafted in 18K gold, also well suited for sensitive skin.
We recommend removing your jewellery before contact with water, perfumes, lotions and during physical activity. This helps preserve the finish and extends the life of your pieces. For detailed care guidance, please see our care tips.
We only work with RJC certified manufacturers. The Responsible Jewellery Council certification is the leading standard for responsible and ethical practices in the jewellery industry, covering sourcing, manufacturing and business conduct. It is our commitment to transparency you can feel confident in.
Care & Repair
Use the soft polishing cloth included with your order for gentle cleaning. Avoid contact with water, perfumes, lotions and harsh chemicals. When not wearing your piece, store it in the jewellery pouch provided to prevent scratches and minimise exposure to air.
Store each piece individually in the jewellery pouch provided with your order. This prevents scratches from contact with other pieces and helps maintain its sparkle over time.
Yes. If your piece requires replating over time, we offer this as part of our Care & Repair service. Please contact us at info@ines-santos.com for more information.
We believe in pieces that last. Our Care & Repair service is available for Inês Santos jewellery that needs attention over time — whether that's replating, a repair or general restoration. Please reach out to us at info@ines-santos.com with details of your piece and we'll guide you through the process.
Please contact us at info@ines-santos.com with a description and photograph of the damage. We'll assess the situation and advise on the best course of action, whether that's a repair, replacement or another solution. We stand behind the craftsmanship of every piece we make.
Your Order Experience
Yes. Gift wrapping is available for €5 and can be added to your order at checkout. Your piece will arrive in a beautiful branded gift bag with a personalised message card — ready to give straight away. A message card can also be added to your order.
Yes. A personalised message card can be included with or without a gift wrapping. You'll have the option to add your message during checkout.
Newsletter subscribers receive complimentary gift wrapping on their first order. Simply click the link in your welcome email and the gift wrapping will be automatically deducted at checkout when selected.
Yes, and we'd love to hear from you. You can leave a review directly on the product page of the piece you purchased — simply scroll to the reviews section and share your thoughts.
You'll also receive an email after delivery inviting you to review your order, which takes about two minutes and walks you through a few simple steps.
We read and reply to every review personally.
If you need any help, feel free to reach out at info@ines-santos.com.
