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Refund policy

How can I make a return?

To make a return, simply choose one of the following options:

Return of online parcels by postal mail - registered customers:

1. Request a return from your customer area (registered customers).

 2. Once your return request has been accepted, place the item(s) you wish to return in the package in which you received the order or in a package with similar characteristics and attach the delivery note. You can also print the order invoice that was sent by email.

3. Send your order to the following address: Av. Comendador Ferreira de Matos 401, 4450-124 Matosinhos, Portugal A Pekan Jewelery does not bear the cost of return shipping and is not responsible for any loss or damage caused by shipping.

4. When the package arrives at our headquarters, the quality department will verify that the product is in suitable condition for return.

6. The refunded amount will be paid within 15 days of receipt of your order.

Online mail order returns - unregistered customers

1. Request your return request by sending an email to info@pekanjewelery.com. Inform us that you want to return your order and attach the purchase invoice.

2. Once your return request has been accepted, place the item (or items) you wish to return in the packaging in which you received your order or in packaging with similar characteristics and attach the delivery note. You can also print the order invoice that was sent by email.

3. Send your order to the following address: Av. Comendador Ferreira de Matos 401, 4450-124 Matosinhos, Portugal. THE Pekan Jewelery does not bear the cost of return shipping and is not responsible for any loss or damage caused by shipping.

4. When the package arrives at our headquarters, the quality department will verify that the product is in suitable condition for return.

5. The refunded amount will be paid within 15 days of receipt of your order.  

Do I have to pay the return?

For returns by mail, the customer is responsible for the cost of sending the product from his address to our headquarters. 

How do I know if the return has been processed?

When we receive the return shipment at our headquarters, we will send you an email confirming the return. If there is any problem regarding the condition of the product that may result in the return being rejected, we will also inform you accordingly. 

In the case of unregistered customers, notifications about the status of the return will be sent by email to info@pekanjewelery.com.

Where do I send my returns? 

You can send your returns to the following address: 

Av. Comendador Ferreira de Matos 401, 4450-124 Matosinhos, Portugal

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