{"id":7259,"date":"2023-03-06T21:27:13","date_gmt":"2023-03-06T21:27:13","guid":{"rendered":"https:\/\/demarca.pt\/?page_id=7259"},"modified":"2026-02-16T10:49:51","modified_gmt":"2026-02-16T10:49:51","slug":"faq","status":"publish","type":"page","link":"https:\/\/demarca.pt\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"[vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” top_padding=”100″ constrain_group_1=”yes” bottom_padding=”100″ top_padding_tablet=”50″ bottom_padding_tablet=”50″ text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” row_position_desktop=”default” row_position_tablet=”inherit” row_position_phone=”inherit” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” gradient_type=”default” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” flex_gap_desktop=”10px” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_custom_heading text=”Frequently Asked Questions” font_container=”tag:h1|text_align:left” use_theme_fonts=”yes”][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” row_position_desktop=”default” row_position_tablet=”inherit” row_position_phone=”inherit” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” gradient_type=”default” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” flex_gap_desktop=”10px” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” max_width_desktop=”1450″ column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid” column_padding_type=”default” gradient_type=”default”][toggles style=”minimal_small”][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”DO YOU OFFER CUSTOMER SUPPORT?”][vc_column_text text_direction=”default”]If you have any questions about an order, our products, or our website, please email us at \u00a0info@demarca.pt<\/span><\/a>\u00a0 or send us a message via WhatsApp at +351 910 401 280 <\/span>(national mobile network calls).<\/span>
\nWe will respond from Monday to Friday, between 9:00 AM and 6:00 PM, Lisbon time.
\n<\/span><\/p>\n[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”HOW CAN I MEASURE MY RING SIZE?”][vc_column_text text_direction=”default”]DEMARCA offers a wide range of adjustable rings. For closed rings, you can click on the SIZE GUIDE <\/a>to choose the perfect size for you.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”HOW SHOULD I CARE FOR MY JEWELRY?”][vc_column_text text_direction=”default”]Frequently clean your DEMARCA pieces with a clean, soft cloth.<\/p>\n

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.<\/p>\n

\u00a0<\/span>[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”IS MAINTENANCE AVAILABLE FOR MY DEMARCA JEWELRY?”][vc_column_text text_direction=”default”]Yes, we offer the RENEW YOUR JEWELLERY<\/a> after-sales service to help maintain your piece, including re-plating and polishing. We ensure support whenever you need it.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”WHAT SHOULD I DO IF THE GOLD PLATING WEARS OFF?”][vc_column_text text_direction=”default”]We care about our jewelry and your peace of mind, so we offer our exclusive RENEW YOUR JEWELLERY<\/a> after-sales service for DEMARCA jewelry.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”WHAT MATERIALS ARE DEMARCA PIECES MADE OF?”][vc_column_text text_direction=”default”]DEMARCA jewelry is made of 925 silver.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”WHERE IS DEMARCA JEWELRY MADE?”][vc_column_text text_direction=”default”]DEMARCA jewelry is designed and crafted in Portugal by our design team.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”What is sterling silver 925?”][vc_column_text text_direction=”default”]Sterling silver 925 is a metal alloy composed of 92.5% pure silver and 7.5% other metals, usually copper. The reason for this mix is that pure silver (100%) is too soft to be used in jewelry and objects, and by adding copper or another metal, the silver becomes more durable and resistant. The number “925” indicates that the alloy contains 92.5% silver and is an international standard to identify the quality of silver in jewelry and objects.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”DISCOUNT CODE”][vc_column_text text_direction=”default”]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.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”Where do I apply the discount code?”][vc_column_text text_direction=”default”]To apply the discount code, simply click on the shopping cart<\/strong> (upper right corner) and then click “View Cart”<\/strong>.<\/p>\n

Enter the discount code and apply.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”Free Shipping”][vc_column_text css=”” text_direction=”default”]When your shopping cart totals \u20ac35 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.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”ARE DEMARCA JEWELS CERTIFIED?”][vc_column_text text_direction=”default”]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.<\/p>\n

You can check all the legal hallmarks<\/a> of Portuguese assay offices and the precious metals rates at:<\/p>\n

https:\/\/www.bportugal.pt\/taxas-cambio<\/span><\/a><\/p>\n

https:\/\/www.lbma.org.uk\/<\/span><\/a><\/p>\n

 <\/p>\n[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”CAN I RETURN MY ORDER?”][vc_column_text text_direction=”default”]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.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”Where can I see the available PickUp Points?”][vc_column_text text_direction=”default”]Click on PickUp Points<\/a> and enter the postal code where you want to receive your order to see all available PickUp points and their operating hours.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”CAN I EXCHANGE MY ITEM?”][vc_column_text text_direction=”default”]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.<\/p>\n

\u00a0<\/span>[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”HOW LONG DO I HAVE TO RETURN MY ORDER?”][vc_column_text text_direction=”default”]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.<\/p>\n

If our tests prove that the pieces have been used or altered, we will not accept the return.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”WHAT SHOULD I DO IF I RECEIVE A DAMAGED ORDER OR IF AN ITEM IS MISSING?”][vc_column_text text_direction=”default”]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.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”DOES MY ORDER REQUIRE A SIGNATURE?”][vc_column_text text_direction=”default”]Delivery is made on business days and may require a signature. We suggest providing an address where a receiver will be available.<\/p>\n

If you are not at the delivery address, you can choose one of the PickUp Points<\/a> and collect your order later.<\/p>\n

\u00a0<\/span>[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”ARE THERE ANY ADDITIONAL FEES BESIDES THE ORDER VALUE?”][vc_column_text text_direction=”default”]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.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”WHERE CAN I BUY DEMARCA JEWELRY?”][vc_column_text text_direction=”default”]DEMARCA products are available at www.demarca.pt<\/a> and selected partners<\/strong>.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”I DID NOT RECEIVE MY ORDER. WHAT SHOULD I DO?”][vc_column_text text_direction=”default”]Please follow these steps in order:<\/p>\n

    \n
  1. DPD Track & Trace – https:\/\/www.dpd.com\/nl\/en\/receiving\/track\/<\/a><\/li>\n
  2. DPD Support – https:\/\/www.dpd.com\/en\/<\/a><\/li>\n
  3. Contact DEMARCA, providing your order number in the subject line or the first line of the email.<\/li>\n<\/ol>\n[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”WHAT IF I REFUSE TO PICK UP, ACCEPT, OR HAVE MY ORDER RETURNED?”][vc_column_text text_direction=”default”]If you refuse your order, you will be responsible for any return process fees, including shipping costs, restocking fees, and customs duties if applicable.<\/p>\n

    The amount to be charged will be presented once the order is received and inspected at our facilities.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”CAN I CANCEL MY ORDER?”][vc_column_text text_direction=”default”]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.<\/p>\n

    If you have already paid for your order and want to cancel, contact us within 24 hours.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”ORDER SHIPMENT”][vc_column_text text_direction=”default”]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.<\/p>\n

    For questions about delivery times, please email us at info@demarca.pt or consult the carrier<\/a> we work with.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”INCORRECT ADDRESS, HOW TO PROCEED?”][vc_column_text text_direction=”default”]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.<\/p>\n

    \u00a0<\/span>[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”WHICH COUNTRIES DO YOU SHIP TO?”][vc_column_text text_direction=”default”]We ship our orders to almost every country in the world, but we recommend sending us an email at info@demarca.pt<\/strong> for validation.<\/p>\n

    Check here for the list of countries<\/a> we ship to.<\/p>\n[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”WARRANTY”][vc_column_text text_direction=”default”]DEMARCA offers a 3-year warranty on its items, except for damages resulting from improper use and maintenance.<\/p>\n

    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.<\/p>\n[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”ARE THESE PAYMENT METHODS SECURE?”][vc_column_text text_direction=”default”]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.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”RETURNS”][vc_column_text text_direction=”default”]Returned items must arrive at our facilities within 14 days from the date of receipt. We do not offer free returns.<\/p>\n

    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.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”HOW DO I RETURN AN ORDER?”][vc_column_text css=”” text_direction=”default”]We have created these steps to simplify your return process click here<\/strong> for more information.<\/p>\n

    Before returning, contact us via email at info@demarca.pt for better assistance.<\/p>\n

    To use this service, follow these steps:<\/p>\n

      \n
    1. Prepare the receipt and a paper with your name and order number, RETURN PROCESS<\/a>.<\/li>\n
    2. Ensure the item(s) are packed in the original box(es).<\/li>\n
    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).<\/li>\n
    4. For returning your order, we recommend a tracked shipping option (we are not responsible for lost orders).<\/li>\n
    5. Send to: Apartado 000039, EC Gondomar 4424-909 Gondomar, Porto, Portugal.<\/li>\n
    6. After receiving and inspecting the order, we will process the refund within 2 to 7 days.<\/li>\n
    7. Returned products must reach our office within 14 days.<\/li>\n<\/ol>\n[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”How long do I have to collect from a PickUp point?”][vc_column_text text_direction=”default”]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.<\/p>\n

      A second message will be sent two days before the deadline. After this period, the order is automatically returned to our facilities.[\/vc_column_text][\/toggle][toggle color=”Default” heading_tag=”h2″ heading_tag_functionality=”default” title=”How long do I have to collect from a Locker?”][vc_column_text text_direction=”default”]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.[\/vc_column_text][\/toggle][\/toggles][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” row_position_desktop=”default” row_position_tablet=”inherit” row_position_phone=”inherit” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” flex_gap_desktop=”10px” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][nectar_global_section id=”1848″][\/vc_column][\/vc_row]\n","protected":false},"excerpt":{"rendered":"

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