Shipping & Returns
Everything you need
to know before you order
We want your experience with Thaiane to be as smooth and lovely as possible. Here's everything you need to know about shipping, returns, and your rights as a customer.
Where we ship
We currently ship to Portugal, Europe, Canada, and the United Kingdom. Shipping charges vary depending on your location and the product weight — the total will be calculated at checkout.
For in-stock items, your order will be dispatched within 1–3 working days and should be delivered within 5–10 days from the date of order. Working days do not include Saturdays, Sundays, or public holidays.
Once your order is dispatched, you will receive a confirmation email with your tracking code so you can follow your parcel every step of the way.
Please note that once the package has been shipped, delivery times are in the hands of the carrier. We are not responsible for delays caused by customs or postal services.
Lost or missing parcelsIn the unlikely event that your parcel goes missing, please contact us at shop.thaiane@gmail.com or via WhatsApp at +351 925 619 355 with your order number and tracking details. We will do our best to investigate and find a solution for you.
Returns & Exchanges
In accordance with Portuguese and European consumer law, you have the right to exchange your order within 14 days of receiving it, provided the item has not been used and is in its original condition.
For hygiene reasons, we are unable to accept exchanges on items that have been worn. Please look carefully at the photos and descriptions of each item before purchasing, and feel free to reach out if you have any questions before buying.
If your order arrives damaged, we will of course arrange an exchange for you. We take great care with every package to ensure your jewellery arrives safely, but if something does go wrong, please contact us immediately with your order number and photos of the damage.
Return postage: The cost of returning an item for exchange is the responsibility of the customer. We recommend using a tracked service. We are not responsible for parcels lost on their way back to us.
Please note: items are non-refundable outside of the above circumstances.
Order cancellation
If you need to cancel your order, please contact us within 2 days of placing it — before it has been dispatched. To cancel, please get in touch directly with your order number via email at shop.thaiane@gmail.com or WhatsApp at +351 925 619 355. Once an order has been dispatched, it can no longer be cancelled.
Get in touch
For any questions about your order, please contact us by email at shop.thaiane@gmail.com or via WhatsApp at +351 925 619 355 and we'll be happy to help.