Frequently Asked Questions

If you have any questions about an order, our products, or our website, please email us at  info@demarca.pt  or send us a message via WhatsApp at +351 910 401 280 (national mobile network calls).
We will respond from Monday to Friday, between 9:00 AM and 6:00 PM, Lisbon time.

DEMARCA offers a wide range of adjustable rings. For closed rings, you can click on the SIZE GUIDE to choose the perfect size for you.

Frequently clean your DEMARCA pieces with a clean, soft cloth.

Avoid exposing jewelry to perfumes or water, as it can cause color fading. Storing the pieces properly is equally important. After use, we recommend storing them in a box or pouch like the one we provide.

Yes, we offer the RENEW YOUR JEWELLERY after-sales service to help maintain your piece, including re-plating and polishing. We ensure support whenever you need it.

We care about our jewelry and your peace of mind, so we offer our exclusive RENEW YOUR JEWELLERY after-sales service for DEMARCA jewelry.

DEMARCA jewelry is made of 925 silver.

DEMARCA jewelry is designed and crafted in Portugal by our design team.

Occasionally, we may offer discount codes as part of our campaigns. These codes can only be applied during checkout. All discount codes have expiration dates, so we recommend using them promptly.

To apply the discount code, simply click on the shopping cart (upper right corner) and then click “View Cart”.

Enter the discount code and apply.

When your shopping cart totals €150 or more, shipping is free, only for the Iberian Peninsula (Portugal and Spain) and the autonomous regions of the Azores and Madeira, unless there are ongoing campaigns.

All pieces are made in Portugal, from 925 silver, 925 silver with rhodium plating, and 925 silver with gold plating. DEMARCA pieces are certified by INCM – Imprensa Nacional – Casa da Moeda, S.A. INCM ensures compliance with legal requirements for market introduction, including legal touch (precious metal content assay) and the application of hallmarks of responsibility, manufacturer, or equivalent.

You can check all the legal hallmarks of Portuguese assay offices and the precious metals rates at:

https://www.bportugal.pt/taxas-cambio

https://www.lbma.org.uk/

Yes, we accept returns. You have 14 days to return the piece(s). Personalized products cannot be returned. If our tests prove that the pieces have been used or altered, we will not accept the return.

Click on PickUp Points and enter the postal code where you want to receive your order to see all available PickUp points and their operating hours.

No, we only accept returns of items for others of equal or greater value, within 14 days from the purchase date. We do not offer free exchanges or prepaid labels. We will issue a gift card via email for the value of your purchase, minus shipping costs, once the pieces have been returned in original condition. Otherwise, we will not accept your exchange, and the pieces will be returned to the customer without notice. The gift card will be valid for 6 months from the date of issue.

We only accept returns of items for others of equal or greater value, within 14 days from the purchase date. Personalized products, such as special sizes or engravings, cannot be returned. Contact us with your order number and reason for return.

If our tests prove that the pieces have been used or altered, we will not accept the return.

Please contact us as soon as possible, providing a photo that demonstrates the issue. We will take necessary actions to replace the item promptly and analyze the situation to prevent future occurrences.

Delivery is made on business days and may require a signature. We suggest providing an address where a receiver will be available.

If you are not at the delivery address, you can choose one of the PickUp Points and collect your order later.

We are not responsible for any additional fees that may be incurred on international orders, such as customs duties. We recommend checking these beforehand. No fees will apply to orders shipped within the European Union.

DEMARCA products are available at www.demarca.pt and selected partners.

Please follow these steps in order:

1. DPD Track & Trace – https://www.dpd.com/nl/en/receiving/track/
2. DPD Support – https://www.dpd.com/en/
3. Contact DEMARCA, providing your order number in the subject line or the first line of the email.

If you refuse your order, you will be responsible for any return process fees, including shipping costs, restocking fees, and customs duties if applicable.

The amount to be charged will be presented once the order is received and inspected at our facilities.

If your order is not paid for, it will remain active for 12 hours, after which it will be automatically canceled, except during campaigns and promotions, where the limit is 30 minutes.

If you have already paid for your order and want to cancel, contact us within 24 hours.

Orders will be shipped within 1 to 5 business days, except for stockouts and personalized items, where the timeframe will be indicated with the respective reference.

For questions about delivery times, please email us at info@demarca.pt or consult the carrier we work with.

Contact us immediately if you realize the address is incorrect before the order is shipped. We will assume the information provided is accurate and up-to-date. We are not responsible if you do not inform us of the error.

We ship our orders to almost every country in the world, but we recommend sending us an email at info@demarca.pt for validation.

Check here for the list of countries we ship to.

DEMARCA offers a 3-year warranty on its items, except for damages resulting from improper use and maintenance.

Accidental damage or damage from the use of abrasive and corrosive substances, such as perfumes applied directly to the pieces, creams, or other substances, invalidates the warranty.

The security of payment methods is closely monitored by DEMARCA. We do not store any financial information from our customers transactions on our servers. We subcontract a third-party platform specializing in payment methods to ensure data security.

Returned items must arrive at our facilities within 14 days from the date of receipt. We do not offer free returns.

Once received, we will conduct tests to evaluate any changes to the pieces. If alterations are found, the items will be returned to the customer.

We have created these steps to simplify your return process click here for more information.

Before returning, contact us via email at info@demarca.pt for better assistance.

To use this service, follow these steps:

1. Prepare the receipt and a paper with your name and order number, RETURN PROCESS.
2. Ensure the item(s) are packed in the original box(es).
3. If you live outside the European Union, clarify on the customs declaration that it is a return with a value of 0 euros (failure to do so may result in never receiving your return and not being able to process the refund).
4. For returning your order, we recommend a tracked shipping option (we are not responsible for lost orders).
5. Send to: Apartado 000050, EC Gondomar 4424-909 Gondomar, Porto, Portugal.
6. After receiving and inspecting the order, we will process the refund within 2 to 7 days.
7. Returned products must reach our office within 14 days.

PickUp is a great and eco-friendly option. Once the order arrives at the destination PickUp point, you will receive an alert message, giving you 10 business days to collect it.

A second message will be sent two days before the deadline. After this period, the order is automatically returned to our facilities.

Lockers are a great and eco-friendly option. Once the order arrives at the destination Locker, you will receive an alert message, giving you 5 business days to collect it. After this time, the order is automatically sent to our facilities.