Refund policy

Returns and Exchange Policy

At Thaiane Handmade Jewellery, we want you to love your purchase! Please read our policy carefully before buying. If you have any questions, we are always happy to help.

1. Exchanges

In accordance with Portuguese and European consumer law, you may exchange your order within 14 days of receiving it, provided the item has not been used or worn 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 before purchasing.

To request an exchange, contact us within 14 days at shop.thaiane@gmail.com or WhatsApp +351 925 619 355 with your order number.

Return postage: The cost of returning an item is the responsibility of the customer. We recommend a tracked service. We are not responsible for parcels lost on return.

2. Damaged or Defective Items

If your item arrives damaged, please contact us within 14 days of delivery at shop.thaiane@gmail.com or WhatsApp +351 925 619 355 with your order number and photos of the damage. We will arrange an exchange or find a solution at no extra cost.

3. Non-Exchangeable Items

Earrings or jewellery that have been worn — for hygiene reasons
Personalised or custom-made products

4. Refunds

We do not offer refunds except where an item arrives damaged and an exchange is not possible. In that case, a refund will be issued to your original payment method within 14 business days.

5. Order Cancellation

To cancel an order, contact us within 2 days of placing it with your order number, before dispatch. Once dispatched, orders cannot be cancelled.