Refund policy

According to Portuguese legislation, Flor do Caia allows the exchange and return of purchased items, provided that the item(s) are in the condition in which they were purchased and together with the proof of purchase.

For reasons of protection, health, and hygiene, we do not exchange earrings/hoops purchased individually or together.

Any exchange or return is subject to confirmation by Flor do Caia through analysis of the condition of the item(s). After receiving the item(s) at our facilities, we proceed with a careful analysis of it, and the return will only be accepted if the requirements mentioned below are met.

Requests for exchange or return must be clearly expressed by sending an email to the customer support service - hello@flordocaia.pt, specifying the reason for the exchange or return, within a maximum period of 14 days after receiving the order.

Any request for exchange or return must indicate the order number, evidence of defects, if any, and the IBAN to which the refund should be made.

The refund amount will be reimbursed via bank transfer within a maximum period of 14 business days.

After receiving the item(s) at our facilities, we proceed with a careful analysis of it, and the return will only be accepted if the following requirements are met:

• The product(s) does not show signs of use or handling;
• The product(s) maintains its original characteristics and intact labels;
• The product(s) is complete and was sent together with all the material that accompanied the original order.

The shipping costs inherent to the exchange process are the sole responsibility of the customer, and there will be no refund of these.

In case of return due to defects or other non-conformities regarding the ordered products, Flor do Caia assumes responsibility for collecting the item at the address provided by the customer, as well as the shipping costs paid at the first moment.

If a product is returned and does not meet the eligibility requirements for exchange or return, according to the conditions mentioned above, the customer will be notified of the non-acceptance of the exchange or return, and the item(s) will be resent to the address indicated in the first order.