Frequently Asked Questions
Our Jewelry
- Store jewelry individually to prevent it from being scratched, wrapped, or placed together with pieces that tend to darken;
- Remove Catalina jewelry before taking a shower, going to hot tubs, beach, pool, jacuzzis or playing sports;
- Avoid contact with cosmetics or cleaning products;
- Avoid sleeping with jewelry;
- Remove the rings when washing your hands or cooking;
- When the pieces are not in use, we recommend that they be stored in a box or pouch in a cool, dry place, without exposure to sunlight.
Catalina cannot guarantee that the gold-plating of our items will last forever because silver in its origin is silver and gold is just a bath, so the gold plating of the pieces suffers natural wear and tear over time. The duration of the gold plating will depends on the quality of the plating and the care that is given to the jewelry, so it`s natural that your jewelry will require maintenance in the future. In the case of rings, the durability is considerably lower.
At Catalina you can give your piece a new gold plating. Request a quote by email at info@catalinajewelry.pt
1- Place hot water in a bowl with a few drops of neutral soap and aluminum foil to cover the bowl.
2- Let the piece rest for 3 minutes in the bowl.
3- Brush the piece with a soft brush delicately and very carefully.
4- Rinse the jewelry under running water.
5- Dry the jewelry with a soft, non-abrasive cloth.
If the jewelry has pearls, don`t use this process as it could damage the pearl, just clean the jewelry with a soft cloth.
Notes:
- Never clean the item with toothpaste or baking soda.
- We recommend that you clean your jewelry from time to time and always use a soft cloth (cotton cloth, flannel cloth) and not rub hard to avoid scratching the jewelry.
Payment & Shipping
In our website we accept different payment methods, which may vary depending on your destination country. Among the most common are:
-Debit or credit card (Visa, Mastercard and American Express)
-PayPal
For Portugal we also offer payments using MBWay and Multibanco Reference.
Importante Note:
Once a payment is completed, we are no longer able to change the payment method used.
With Klarna you can pay in 3 interest-free installments, which will be automatically charged to the debit or credit card you entered when you made your purchase.
The first payment is made when the order is confirmed, the second payment is paid after 30 days and the third payment is made after 60 days.
Klarna will send you an email confirmation and reminders when it's time to pay.
More information here.
We ship our jewelry to European Union countries except Sweden, Poland, Czech Republic, Bulgaria, Romania and Hungary.
We also ship to the UK.
All orders are prepared within a maximum of 48 business hours after their confirmation (except personalized orders).
This preparation time may vary during special seasons, such as Christmas, Easter, Valentine's Day...
Shipping to Portugal and Spain normally takes 1 to 3 business days.
Shipments to countries outside the European Union may be subject to additional customs duties and taxes.
These costs will be paid by the customer and managed with the respective customs authority.
Catalina isn`t responsible for any fees or taxes that may apply to international orders.
Returns & Exchanges
You can make any exchange or return within a maximum period of 14 days after receiving your order. You must inform us by email at info@catalinajewelry.pt of the reason for the exchange or return of your order.
Exchanges are only permitted for an item of equal or greater value. When the value of the item is greater than the value of the item purchased, you must pay the remaining amount.
The Catalina brand allows the exchange of ring sizes within 14 days from the date the customer received the ring. The exchange of sizes is made for a piece identical to the one previously purchased by the customer, but in a different size. To make the exchange, the customer must either send an email to info@catalinajewelry.pt with the topic "Exchange of sizes" or fill in the form on the "contact us" page with the topic "Exchange of sizes".
Catalina will contact the customer as soon as possible.
Orders for exchange or return must be in the same condition in which they were received by the customer, with no signs of use, with the respective packaging, invoice and other documents sent by Catalina. Only then will exchanges or returns be accepted.
The customer is responsible for returning the order, including any shipping costs or other costs, losses and damages that may occur during shipping.
All orders will be checked and only those that comply with the exchange or return conditions will be accepted for exchange or return.
The Catalina brand reserves the right not to accept orders for exchange that don`t comply with the conditions mentioned above or if our inspection reveals that the items have been used or altered.
Custom jewelry pieces cannot be returned or exchanged.