FAQs

General Information

  • Do you offer gift wrapping services?

Yes, we offer gift wrapping services for an additional fee and complimentary personalised messages. You can select this option and/or leave a personalised message during the checkout process, at the cart page.

  • Can I leave a review for my purchase?

Yes, we would greatly appreciate it if you could leave a review for your purchase. You can leave a review on our website or through the provided link. As a thank you, you will receive a 10% discount on your next purchase.

  • How do I choose the right size?

Please refer to our size guide.

 

Product Information

    • What materials are used to make your jewellery?

      We use only the highest quality durable materials to create our jewellery (18k Gold Vermeil, 18k Solid Gold, genuine gemstones and pearls), which is then only produced in RJC (Responsible Jewellery Council) certified factories. All the gold used in our pieces is 18k grade.

      • What is your Gold Vermeil made of?

        Our gold vermeil consists of a thick coating (minimum 2,5 microns) of 18k solid gold over 925 sterling silver allowing the jewellery to be long lasting. This technique allows us to offer high quality and durable jewellery pieces which are above the industry standard for gold plated items. 

        • What is your Solid Gold made of?

          Jewellery entirely made of gold inside and out composed of 18K Solid Gold. This does not tarnish and lasts a life time and beyond.

          • How long does my warranty lasts?

            We offer a 24 months warranty for production defaults from the date of delivery for Gold Vermeil jewellery and 36 months warranty for Solid Gold jewellery.

            • Can I take a shower and go swimming with Inês Santos jewellery?

              We always recommend taking jewellery off before showering and swimming. Especially contact with cosmetic products like shampoos, shower gels, soaps or chlorine and salt water should be avoided.

              It's okay if your jewellery comes into contact with sea or pool water occasionally, as long as you clean it with tap water and dry it afterwards. Gemstones and pearls in particular should be handled with extra care and not come into contact with water as they can lose their natural shine.

              To ensure that your jewellery stays shiny and radiant for a long time, we have prepared a few tips for you: 5 Tips to Take Care for Your Jewellery

               

              Delivery and Returns

              • How long does it take for my jewellery to be delivered?

                The delivery time will depend on the delivery Country and the chosen delivery service, normally either 3 to 5 working days (standard) or 1 to 2 working days (express). For more information visit our shipping policy.

                • Can I track my order?

                Yes, once your order is shipped, you will receive a tracking number via email. You can use this tracking number to track the progress of your shipment.

                • What is your return policy?

                  Items can be returned within 14 days after delivery. For all details regarding a return, please check our return policy.

                  • How can I return my order?

                    To initiate a return, please follow the instructions described in our return policy.

                    • When can I expect my refund?

                      Returns are accepted by our logistics team and it can take up to 3 working days afterwards until they are processed in our system.

                      Your refund will be initiated as soon as the return is processed and it can take up to 10 working days to be completed.

                       

                      Customer Service

                      • How can I contact your customer service?

                        You can contact us via our contact form or via our chat box located on the bottom right of our website or directly via email: info@ines-santos.com