Frequently Asked Questions

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Customer Care Schedulle

Orders are processed from Monday to Friday, between 9:30 h and 17:30 h, Western European Time. Orders placed outside these hours will be processed on the following business day.
You may contact us by e-mail at shop@lilianaguerreiro.com, by telephone at +351 964 994 370; we will do our best to help you.

Once I place an order, is it too late to make changes and/or cancel it?

You can modify or cancel your order until it has been confirmed.
Should you wish to request an order modification or cancellation, please contact Customer Care as soon as possible.
You can contact us by e-mail at shop@lilianaguerreiro.com, by telephone at +351 964 994 370; we will do our best to help you.
If you would like to cancel your order after it has already been shipped, simply follow the normal return process.

How will my order be packaged?

All orders are delivered in a jewellery box.

How do I find out my ring size?

We invite you to consult the Size Guide available on our website.
You may also contact Customer Care who will be pleased to assist you with your request.
You may contact us by e-mail at shop@lilianaguerreiro.com, by telephone at +351 964 994 370; we will do our best to help you.

Is engraving available on lilianaguerreirodesign.com?

Yes, we offer to engrave certain rings as a complimentary service when you are placing your order.
Should you wish to engrave a ring, please contact Customer Care by e-mail at shop@lilianaguerreiro.com, by telephone at +351 964 994 370; we will do our best to help you.
Your ring will be engraved with the text provided, so please make sure to review the spelling and content of the message before finalising your order.

Will my gift order include an invoice where the price of the items is not displayed?

An order will be considered a "gift" if the last name or first name of the invoicing information is different from that of the delivery information. In this specific case, an invoice where the price of the items is not displayed will be included in the package that is sent to the gift recipient.
To request an invoice where the price is not displayed, even if your invoicing information is identical to your delivery information, please contact Customer Care as soon as possible after placing your order.
You can contact us by e-mail at shop@lilianaguerreiro.com, by telephone at +351 964 994 370; we will do our best to help you.

My order has not arrived yet, what should I do?

If you did not receive your order after the maximum delivery time, please contact Customer Care by e-mail at shop@lilianaguerreiro.com, by telephone at +351 964 994 370; we will do our best to help your.

Is shopping online with you secure?

Yes, shopping online is a simple and secure process at each stage, from making an order to delivery.

Which payment options are available on lilianaguerreirodesign.com?

We accept Visa® and MasterCard®. We also accept payments via PayPal, MBWay and ATM Reference (for Portugal only).
Liliana Guerreiro is also pleased to offer bank transference payment. Please contact Customer Care for more information.
You can contact us by e-mail at shop@lilianaguerreiro.com, by telephone at +351 964 994 370; we will do our best to help you.

Is my payment secure?

Yes, Liliana Guerreiro is 100% committed to the protection of your payment details.
We use advanced encryption technologies when processing any payment information.
For more information on how we protect your personal information, please refer to our Privacy Policy.

When will I be charged for my order?

Your card will be charged at the time of shipment.

My payment card is rejected. What do I do?

If you cannot complete the payment of your order, you can contact Customer Care by e-mail at shop@lilianaguerreiro.com, by telephone at +351 964 994 370; we will do our best to help you.

You may also contact your bank.

Will I get an invoice after purchasing online?

You will receive a printed original of your invoice along with the package and/or a digital version in your e-mail box.

Which destinations are available and what are their respective shipping costs for orders at lilianaguerreirodesign?

To Portugal and Spain: Free shipping
To the European Union (except Spain): 10 € flat rate; free shipping for orders of 150 € or over
To European countries outside EU*: 45 € flat rate; free shipping for orders of 250 € or over
Outside Europe**: 50 € flat rate; free shipping for orders of 300 € or over

*Albania, Andorra, Armenia, Belarus, Bosnia and Herzegovina, Iceland, Kosovo, Liechtenstein, Moldova, Monaco, Montenegro, North Macedonia, Norway, San Marino, Serbia, Switzerland, Turkey, Ukraine, United Kingdom, Vatican City.

**Shipping is not available to the following regions: Johnston Atoll, Burma, Comoros, North Korea, Cuba, Equatorial Guinea, Guinea-Bissau, Mayotte Island, Solomon Islands, Tokelau Islands, Wake Islands, Iran, Kiribati, Falklands, Nauru, Niue, Central African Republic, Republic of Yemen, Republic of Turkmenistan, Saint Helena (South Atlantic), São Pedro and Miquelan, São Tomé and Príncipe, Sierra Leone, Syria, Somalia, Sudan, Tajikistan, Tuvalu.

Import Taxes and Duties

Each country has its own import taxes and duties. The Customer is responsible for the payment of country-related taxes and duties.

Can I have my order delivered to a P.O. Box?

For security reasons, lilianaguerreirodesign.com will not process any order that is requested to be delivered to a general delivery address or P.O. Box.

Can I track my online order?

Once you place an order you will receive an order update with the tracking number.
If you do not receive it, please contact our Customer Care by e-mail at shop@lilianaguerreiro.com, by telephone at +351 964 994 370; we will do our best to help you.

How do I return or exchange an item ordered via lilianaguerreirodesign.com?

If you wish to exchange your order or ask for a refund, you have the option of returning any product ordered via lilianaguerreirodesign.com within fourteen (14) calendar days of the delivery date.
Returned products must be accompanied by their invoice or a copy of the invoice in the case of a partial return.
For more information please contact Customer Care by e-mail at shop@lilianaguerreiro.com, by telephone at +351 964 994 370; we will do our best to help you.

May I return an engraved item?

No, an engraved creation cannot be returned or exchanged.

How do you refund my money?

You should receive your refund within 15 business days after your returned item(s) is/are received at our store. Refunds are transferred to the payment card with which the purchase was made.

Jewellery Care

All jewellery is designed by Liliana Guerreiro and made through manual processes.

We recommend the following daily considerations, so that it is preserved as long as possible:

Be sure to handle your jewellery with care
Remove your jewellery when washing your hands or using corrosive products that could permanently damage precious metal, stones or pearls
Take your regular activities into consideration when wearing your jewellery, including potential for impact
Keep your jewellery away from intense sources of heat and extreme temperature changes

How can I get an item repaired?

We repair items made by Liliana Guerreiro. For more information please contact Customer Care by e-mail at shop@lilianaguerreiro.com, by telephone at +351 964 994 370; we will do our best to help you.

How can I check on the status of my repair?

To check the status of your repair, please contact Customer Care by e-mail at shop@lilianaguerreiro.com, by telephone at +351 964 994 370; we will do our best to help you.

Guarantee

The guarantee runs for two years from the date of purchase, covering any manufacturing defect.

Not covered by the guarantee any damages caused by misuse, accidents or negligence.