Terms and Conditions

Own Hand Order

As part of our security practices, Joalheria Paulista may choose to send products exclusively to the indicated recipient, using the Post Office's own hand delivery category, where only the customer can receive the product.

For more information, please contact our customer service center.

Unilateral Cancellation

To ensure security, Joalheria Paulista may cancel a sale and refund the amount paid if any information provided is not validated, informing the customer through the order center.

Exchange and Return Policy

According to the Consumer Protection Code (CDC), customers who make purchases in online stores have a period of up to 7 (seven) days, from the date of receipt of the product, to cancel the purchase. According to article 49 of the CDC, the consumer may cancel the purchase within this period, which starts from the date of signing the contract or receiving the product, provided that the purchase is made outside the commercial establishment.

Cancellation of Purchase

To cancel your purchase, please contact our Customer Service by sending an email to ecommerce@joalheriapaulista.com.br or via WhatsApp at +55 11 97253-6368. Please provide the reason for the cancellation and the order number. The product must be returned in its original packaging, containing the labels, Invoice and Warranty Certificate, and must not show any signs of use.

Personalized products, such as rings and bracelets with inscriptions, as well as items produced to order, cannot be exchanged or returned.

The refund of the amounts paid will be made using the same payment method used, and will be processed on average 15 days after the product is returned. The amount paid for shipping will not be refunded.

Product Exchange

If you wish to exchange the product, the deadline stipulated by the CDC is up to 30 days after receipt. Exchanges must be made for products of equal or greater value than the product purchased, and exchanges for items of lesser value are prohibited.

Delivery time

Delivery times may vary depending on the region, product availability and payment method. Shipping and delivery times can be calculated after adding the products to the cart and clicking on "Calculate Shipping Cost and Delivery Time", entering the zip code to obtain the estimated delivery time and shipping cost. You can track the order status after logging in to the website. In free shipping promotions, the simulation will not consider the shipping cost for the items in the cart.

Delivery will be made between 8am and 6pm, Monday through Saturday, throughout the national territory, by contracted carriers or by the Post Office. In the case of multiple items, deliveries may occur on different dates, depending on the delivery method and product availability. The shipping calculation period already takes this possibility into account, indicating the longest period.

About Deliveries

  • Check the product description and technical specifications (color, dimensions, etc.).
  • Keep the invoice received upon delivery, as it is the product's warranty.
  • Keep the original packaging, manuals and accessories for exchange or return, as these items will be inspected.
  • Check the items and the Invoice upon delivery. Do not accept products with broken seals.
  • If there are any problems (broken seal, damage, missing items or discrepancies between the invoice and the contents), refuse delivery, do not sign the receipt and state the reason on the invoice. Contact Customer Service by email at ecommerce@joalheriapaulista.com.br or via the contact form.
  • Inform the person responsible for delivery how to proceed if you are unable to receive it in person.
  • After the positive check, sign the receipt stub with your ID.

Order Status and Delivery Tracking

To check the status of your order, go to the "Track Your Order" field in your profile after logging in. You will receive email updates on the delivery status.

It is not possible to change delivery address details after placing an order due to shipping calculations and tax variations.

I Haven't Received the Product Yet

Before contacting SAC, check:

  • Delivery Date: Review the deadline by accessing your account after logging in.
  • Address details: Confirm the shipping address in your account.
  • Payment: Check order approval and payment confirmation.

For credit card payments, consider the time frame from the date the order is approved. For bank slips, the order is released after payment confirmation, which can take up to 2 (two) business days.

Also check if there have been delivery attempts and if there is someone available to receive the product. The carrier will make up to 3 (three) attempts and will leave a notice in case of absence.

Transport

All goods are labeled and transported in special packaging to prevent damage.

Danfe and Electronic Invoice

The Electronic Invoice is a digital document with legal validity, issued and stored electronically by the Ministry of Finance. The Danfe (Electronic Invoice Auxiliary Document) is the printed version that accompanies the product and contains the access code for the Electronic Invoice. To access this document, visit the Ministry of Finance website and select "Query" and "Electronic Invoice".