Serviço ao Cliente

Inês Telles Shop Policies:


Sales through the online store are made only to EU countries - Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Hungary, Ireland, Italy, Latvia, Lithuania, Luxemburg, the Netherlands, Poland, Portugal, the United Kingdom, the Czech Republic and Romania.

 

If you wish to place an online order to a country other than an European Union member, please contact jewelry@inestelles.com and explain the situation.


All Inês Telles collections are on the web site. Some articles may not be found on the online store - usually because they are too complex or not available in stock. If you want to know the price of these articles or order them, you can send an email to jewelry@inestelles.com with your inquiry and the reference of the pieces.


For any other questions do not hesitate to contact us, we will be happy to help.


Thank you and see you soon.

Care with Inês Telles' jewels:


All Inês Telles pieces are designed through manual processes in Inês Telles’ workshop, in Lisbon. The material used is 925 silver - the most common legal silver alloy. The coloring of the material may vary between silver tone, gold (gold-plated) and black (oxidized with sulfur liver derivatives). All jewelry is send with it’s own packaging, box or fabric bag. To maintain your jewelry in the best condition possible, you should keep it individually in the package, avoid contact with perfume, cream and water. Silver naturally darkens with time and use. If you wish to maintain your jewels you can use a soft brush, detergent or toothpaste, and wash it with water and let it dry completely.


In the case of oxidized jewels (oxidized intensively with sulfur liver oxide), the regular use makes them lighter in color. The oxide is a patine that wears of with use and gives rise to the natural color of the silver. If you do not like this mutation, you can leave the piece in pure bleach for 15 minutes, wash with water and dry thoroughly.


In the case of gold-plated jewelry, if they darken, try cleaning them as you would normal silver, with a soft brush, detergent or toothpaste, and then wash it with water and let it dry completely.


If the result is not what you want, please contact Inês Telles atelier and we’ll do the maintenance of your jewelry for free.

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TERMS AND CONDITIONS


Intellectual Property:


The jewelry brand Inês Telles is a national trademark registered at the INPI (Instituto Nacional de Porpriedade Industrial). All the jewels are designed, studied and built by the author Inês Telles. Inês Telles reserves the copyright and other proprietary rights with respect to the products and contents presented on this platform. In this way, any copy, transfer or use of any content of this website without the prior contact and consent of Inês Telles is not allowed.


Quality guarantee:

 

All pieces are made through manual and traditional processes and are built artistically in the author's workshop. In this way, it may happen that there are small differences between the final piece that you will receive and the one that illustrates the photograph of the online store. We appreciate your understanding, after all it is a manual work.

 

Prices:


The jewelry prices available at the Inês Telles online store include taxes at the current tax rate (currently 23% VAT in Portugal). We reserve the right to change the price of the articles or services and conditions of your online store or to make promotional campaigns at any time. The prices of Inês Telles jewelry from the online store are guided by the retail price (RRP) that the author Inês Telles recommends. It may not correspond to the RRP of other stores that sell Inês Telles articles, this difference is beyond our control and depends on the price policies of each commercial space.


Orders / Purchases:

 

When placing an order, the customer agrees and accepts the general conditions of sale, prices and descriptions of the articles requested.

Online purchase can only be made to EU member states for practical reasons and legal facilities. However, you can place an order to any part of the world by sending us an email to jewelry@inestelles.com indicating the references of the products you wish to acquire and your intention to purchase. We will respond as soon as possible indicating the next payment and shipping steps.

 

 

Stock:

 

We try to have all jewelry displayed on the online store available for fast delivery, 3-5 business days, as indicated in our online store. However, being a small team working on a small-scale production and with manual processes, there may be times of lower stock and shipping delays. If the item you are ordering does not exist in stock and some delay in production is expected, you will receive a notice immediately indicating the delay and presenting a new delivery date. We will always be available to solve any question and expedite the entire order process.

 

Payment:

Payments can be made via PayPal, Bank Transfer and Credit Card.

 

 

Shipping:

 

All shipments, national and international, will be made via CTT - Correios de Portugal, S.A. - under the registered mail form. The registered mail has an associated registration number and can be followed on the CTT website - https://www.ctt.pt/feapl_2/app/open/objectSearch/objectSearch.jspx?lang=01 – by entering the order registration number. The order status will then be displayed.

 

In Portuguese territory (Mainland and Islands) the registered mail usually takes 1 working day to reach the destination, under normal conditions. In international territory it takes 4/5 working days, under normal conditions.

The shipping costs ​​for national territory (Mainland and Islands) are €5. For international shipping for the European Union the costs are €18.

 

National Shipping  

-Shipments to national territories, continent and islands, are made via carrier – Corrida do Tempo - and have a fixed cost of €5,00, except for some exceptions (occasional promotions or others). 

-Any questions regarding shipping and delivery times should be addressed via email to jewelry@inestelles.com

- After the purchase in our online store, the order will be shipped in 1-3 working days by the carrier (save for exceptions, such as stock issues. In this case you will be contacted by the brand). When the order is processed, you will receive an email from the carrier with contacts and the tracking number information, as well as a link to where you can track the order. 

- To track the order: Track Order | Corrida do Tempo - Serviço de Estafetas

- The carrier delivers within 24 hours, in normal situations, and sends an SMS with the delivery notice. Changes regarding the date and place of delivery must be dealt with directly with the carrier, in order to speed up the process. 

- The fixed cost of the shipment (€5,00), provides for two delivery attempts. If the courier, due to any occurrence on the part of the recipient, is unable to deliver the order, the shipping costs will have to be charged again. 

- Shipping costs do not include transportation insurance. For more information contact us by email jewelry@inestelles.com

 

International Shipping 

 

- International shipments are made via carrier - DPD - and the values vary depending on the country. 

- Any questions regarding shipping and delivery times please contact us via email jewelry@inestelles.com

- After the purchase is made in our online store, the order will be shipped in 1-3 working days by the carrier (except for exceptions, such as stock issues. In this case you will be contacted by the brand). When the shipment is processed, you will receive an email from the carrier with contact details and tracking number information, as well as a link to where you can track the order. 

- To track the order: Getting Parcel | DPD

- In normal situations, the delivery time to Europe is 3-5 working days and 7 working days for the rest of the world (these estimates do not account for delays due to customs issues). 

- If the courier, due to any occurrence on the part of the recipient, is unable to deliver the order, the shipping costs will have to be charged again. 

- Shipping costs do not include transportation insurance. For more information contact us by email jewelry@inestelles.com.

 

Please note that international orders for countries outside the European Union may be subject to customs duties or import taxes upon entry the country of destination. We are not aware or responsible for the value of these fees, as they differ from country to country. You should contact the authorities in your country for more information.

 

Registered mail is not mail with insurance. If you wish to insure your order, please email us at jewelry@inestelles.com. The insurance costs will be paid by the customer and will be indicated by us after consulting the possibilities. After sending the article Inês Telles is not responsible for the loss of the order.

 

Warranty:

 

According to the Portuguese law, all articles have 2 years warranty, from the date that the purchase invoice is issued. However, Inês Telles excludes any liability for damages to articles derived from lack of precaution and from improper and neglected use.

 

Exchanges:

 

It is possible to exchange your order within 30 days after the invoice is issued, as long as the article is in the state in which it was purchased and by presenting the invoice/certificate of warranty  of the purchase. We therefore recommend that if you wish to exchange, you must keep the order in the package and save the invoice. The exchange is only allowed for an item of equal or greater value. In the latter case the customer has to pay the difference of the cost of the piece.

If the exchange is for reasons of some defect of the articles or misconception on our part Inês Telles assumes the shipping costs associated with resending the articles.

If you wish to make an exchange you must tell us as soon as possible by emailing jewelry@inestelles.com and communicating the intent and the reason for exchange. We do not accept returns.

 

Repairs:

For any questions about repairs and/or maintenance of Inês Telles jewels you should contact jewelry@inestelles.com and expose the problem.

 

Reatailers:

Inês Telles jewelry is available for purchase in various national and international commercial spaces, some of them referred to in the Stockist tab of the site. However, sales policies, prices and terms and conditions are not linked to the Inês Telles online store.

Inês Telles is not responsible for any question regarding the purchase of the author's articles in a commercial space other than Inês Telles online store. Any questions regarding such spaces or platforms should be directed to the store where you purchased the item.

 

 

If you have any questions or concerns about any issue that is explained in the Terms and Conditions of the online store Inês Telles you can contact us by email jewelry@inestelles.com

Costumer Service

Inês Telles jewels are made of precious metals: 925 silver and 925 silver with 24 karat gold plating or 19,2 karat and 18 karat gold. All jewels are certified by Constrastaria of INCM (site https://www.incm.pt/portal/index.jsp) which performs the verification of the legal touch of the metal by analysing the permilation of precious metal contained in an alloy. This certification is done through the application of the contrast mark next to the jeweler’s responsibility mark, manufacturer or equivalent.

Inês Telles Responsability Mark

The certification process by the Contrastaria of INCM only applies to jewels or parts of jewels weighing 2g or more.

In case of doubt about the authenticity of the certification marks, the buyer can turn to the services of Contrastaria of INCM to verify the authenticity of the metal.

INCM's Consortium Brands Framework

Activity Title: T31227

On the Banco de Portugal website you can consult the daily price of gold, silver, platinum and palladium, in accordance with the provisions of paragraph a), number 1 and number 2 of article 63 https://www.bportugal.pt/?mlid=219

The pieces can be physically visualized and inspected by the competent authorities at our facilities:

Head office: Travessa da Pereira n16A 1170-313 Lisboa Portugal

Nif: 513842233

Activity title nºT0911 Jewelry Retailer - Website.

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