FREQUENTLY ASKED QUESTIONS

if you can't find your order confirmation email, please check your junk mail or spam folders. if that doesn't help, contact customer service at +351 915 780 641 or via email at customer@cinco-store.com , and we will be able to resend your order confirmation email.

we prepare orders quickly, and so we cannot guarantee that your request will be processed in time to proceed to the modification. however, please get in touch with our customer service team through the normal channels. we will do our best to accommodate your request.

yes we do, check product pages for gift wrapping options.

every time you place an order on our website, you will receive a confirmation email. if you don’t receive it, we recommend checking your spam folder. if you cannot find it, please get in touch with our customer service team through the normal channels.

orders are typically prepared for shipment within 48 hours. you can check the average delivery times [here].

please note that fine jewelry pieces, engraved items, and pre-order pieces have specific shipping timelines, which will be clearly indicated at checkout.

"pre-order" means you are looking at a product that is currently out of stock, but will be made just for you soon. on demand items are reserved and will be shipped first when back in stock.

CINCO is available online at www.cinco-store.com and exclusively in portugal at 10 boutique dos relógios stores — our only authorized retailer in the country. you can also shop CINCO online at boutique dos relógios.

to view all the physical locations where our items are available, click [here].

please check if your order has already been shipped and if you’ve received a tracking number. once you have it, you can track the delivery status directly on the carrier’s website — DHL or NACEX, depending on the service used.
also, confirm that your order is within the normal shipping period, taking into account any extended shipping times for gold or engraved pieces.
if you prefer, feel free to email us at customer@cinco-store.comfor further assistance.

VAT (23% tax) is included in product prices listed for all orders being shipped in portugal.

for orders being shipped outside portugal, corresponding VAT and taxes are included either in the product price or at checkout, depending on your shipping country.

yes. you can place an order that includes both on demand products and products that are in stock. products that are in stock will be shipped according to the pre-order delivery time.

if the piece you're looking for is currently out of stock, don't worry! it will be restocked soon, but we don't yet have an exact date.

remember, our items take time because they last a lifetime! our focus is not on selling fashion; it is on preserving a family heritage. when you buy CINCO, you are supporting a system that avoids mass production and respects sustainability values.

we recommend using the 'notify me' option on the product page — you'll receive an email as soon as the item is back in stock. you can also check our website and social media for alerts.

we accept amex, visa, mastercard, discover, american express, paypal and klarma. check out all our payment options here.

Yes, all transactions are encrypted with SSL security.

when you place an order on our website for an item that is not immediately available [on demand], your credit or debit card will be authorized and charged for the full amount of your purchase.

from time to time we may offer promotional codes, either available on our website or with selected partners. if you have a promo code, feel free to use it at checkout. note that our promo codes may expire and may need to be used within a specific time frame. it is not possible to accumulate promotional codes or combine them with website promotions.

We use 925 sterling silver, 18k gold plating, and high-quality gemstones.

all of our jewelry products are designed and manufactured in portugal (europe).

Yes, all pieces come with a quality guarantee against manufacturing defects.

CINCO pieces are guaranteed for 3 years from the date of delivery to the customer. this warranty covers any defects in the parts that originate in its manufacture and manifest themselves during this 3 year period.

this warranty does not include damage caused by misuse or accidents, lost items, scratches that come with normal wear and tear, insurance against physical or accidental wear and/or damage. CINCO cannot guarantee that the gold-plating of our items will last forever. we do not recommend having our products worked on by outside jewelers as this voids any potential for refund or replacement.

to benefit from our warranty, get in touch with our customer service customer@cinco-store.com that will be happy to help.

all jewelry pieces are made in portugal, with 925 sterling silver, 925 sterling silver with 24k gold plating, 19.2 karat gold or 18 karat gold. CINCO pieces are certified by INCM - imprensa nacional - casa da moeda, S.A. INCM provides this assurance by checking the legal touch (precious metal per thousand contained in an alloy) and the application of contrast with the responsibility mark, manufacturer or equivalent.

please find the latest gold and silver rate chart here.

Yes, we're committed to sustainable practices and ethical sourcing of materials.

unfortunately, no. the gold plating color will fade overtime due to its contact with skin, clothing, surfaces, household products, perfume, hairspray, and more.

SILVER STEARLING

with proper care, your jewelry will retain its beauty and character, but please be careful:

925 sterling silver can tarnish - it's normal for gold-plated pieces to lose color. exposure to salty air and sulfur-containing products, such as rubber bands and some papers, will accelerate this process.

avoid exposing gold-plated jewelry to household products, makeup, perfume, hairspray, body oils, water, and other substances that will quickly cause gold to discolor.

please avoid humidity or heat as this may cause tarnishing.

our sterling silver jewelry has a rhodium-plated bath to protect the material from exposure and helps reduce long-term tarnishing.

jewelry storage is also important. when not wearing it, we recommend that you store it in a suitably lined box or pouch, such as the one we offer. don't leave it in a damp room.

clean your CINCO pieces frequently with a clean, soft cloth. you can also use a mild detergent with warm water and a soft toothbrush, then rinse with clean water and pat dry with a soft cloth. this way your pieces will keep their shine for longer.

please note that sometimes your skin's pH level can intensify the changes in gold-plated jewelry.

silver and gold plating services are available. if you would like to have your jewelry polished, please contact our customer service at info@cinco-store.com.

GOLD

our 19.2 karat and 18 karat gold pieces can be used all the time, they never fade. if you see any kind of change, you can use a soft, non-abrasive cloth and rub the area until it's gone.

if you want to clean your 18 karat or 19.2 karat gold pieces, you can mix a few drops of detergent free soap with warm water and soak your jewelry one piece at a time. then use a very soft brush to gently clean each piece. finally, dry the jewelry lightly with a soft, non-abrasive cloth or paper towel.

every order is thoughtfully packed in a beautiful packaging since we look at every single one of you #cincopeople as someone worth gifting. still not convinced? check out the cinco packaging

to find your ring size, please visit our ring size guide, which includes instructions on how to measure an existing ring or your finger.
still not finding a way to get your sizing right? our customer service team is always at your service.

Check the product description for exact measurements. Most pieces have adjustable lengths.

Yes. All CINCO jewels are produced in Portugal and fully comply with the European Union's REACH Regulation — the world's most demanding legal framework for articles in contact with the skin. This regulation sets precise limits for the release of potentially harmful substances, such as nickel, and is independently enforced.

In Portugal, that enforcement is carried out by the INCM Assay Office, which mandatorily verifies and certifies the composition of each piece before it reaches the market — guaranteeing that the precious metal content and alloy composition meet legal standards.

Clinical evidence confirms the real-world impact of this regulation: since the introduction of European nickel restrictions, the prevalence of nickel allergy in the European population has decreased — suggesting that where legislation is enforced, it works.

Buying a certified jewel is not just a question of authenticity. It is a health decision.

ECHA / REACH Regulation, Annex XVII — European regulatory framework

It means that the metal alloy composition of CINCO jewels is controlled, verified and — at critical points — more restrictive than most markets in the world.

Silver jewellery is always an alloy: pure silver is too malleable for everyday use, and the other metals that make up the remaining 7.5% make all the difference for the person wearing it. The main risk in unregulated jewellery is nickel — the most common cause of allergic contact dermatitis worldwide. Clinical studies show that exposure to nickel through jewellery in direct and prolonged contact with the skin has sensitised between 12% and 15% of women and 1% to 2% of men in Europe.

European regulation is already among the most demanding in the world, restricting nickel release to the skin to very precise levels. But in Portugal, the bar is set even higher. Portuguese legislation is explicit: the use of hazardous substances in precious metal articles — namely lead, cadmium and nickel — is prohibited. In practice, this means that a jewel certified by the INCM cannot contain nickel in its composition. This is not a quality choice. It is a legal obligation.

What is not always easy to find, even in Portugal, is a brand that fully respects this rule from raw material to finished product. CINCO is entirely produced in Portugal, under INCM certification, which ensures that every piece meets these requirements without exception. No imported components of unknown origin, no unverified alloys, no shortcuts.

Ahlström et al. (2019), Contact Dermatitis, Wiley RJOC Lei n.º 98/2015 — APIO

No. While European regulation restricts how much nickel a jewel can release to the skin, Portuguese law goes further. Under the RJOC — the legal framework governing all jewellery certified by the INCM — the use of nickel in certified precious metal articles is explicitly prohibited.

This means that when you buy a piece hallmarked by the INCM, you are not just buying a jewel that meets European standards. You are buying one that meets a stricter national standard that most markets in the world — including most of Europe — do not apply.

RJOC Lei n.º 98/2015 — APIO / INCM

Yes — and the data is unambiguous.

Studies show that jewellery from Asia presents excessive nickel release in 34.5% of cases, and from North America in 31.1% — compared to 11.3% in Europe, already reflecting the positive impact of EU regulation.

Beyond nickel, unregulated jewellery from outside the EU is frequently found to contain cadmium and lead above legal limits. In 2024, South Korean authorities tested 144 products from major fast-fashion platforms and found multiple violations of legal safety standards — including substances at levels far exceeding permitted limits. While these findings covered a range of product categories, they reflect a broader pattern of inadequate safety controls in discount retail supply chains, including jewellery.

European market surveillance projects have consistently flagged non-EU imported costume jewellery as one of the highest-risk product categories for harmful substance violations. The difference is not aesthetic. It is structural: certified jewellery undergoes mandatory independent verification before reaching the market. Most imported jewellery does not.

Further reading: Spreckelsen et al., 2025 — Nickel Allergy and Piercings: A Systematic Review Le Monde / AFP, 2024 — Toxic Substances in Shein and Temu Products France 24, 2024 — Seoul Authorities Find Toxic Substances in Shein and Temu

Yes, and there is robust clinical evidence to prove it. A study drawing on data from 180,390 patients across four European countries concluded that there was a measurable reduction in the prevalence of nickel allergy in young women, coinciding with the introduction of European nickel regulation — with a causal effect of the regulatory intervention being the most likely explanation.

But Portugal goes further than the European baseline. While EU regulation restricts the release of nickel from jewellery to the skin, Portuguese law explicitly prohibits the use of nickel in certified precious metal articles altogether. This is not a minor distinction — it means that jewellery certified by the INCM is held to a stricter standard than what is required in most other European countries, let alone the rest of the world.

Choosing a piece of CINCO jewellery, certified in Portugal, is one of the most informed decisions a consumer can make.

Thyssen et al. (2013), British Journal of Dermatology, PubMed PMID: 23909687 RJOC Lei n.º 98/2015 — APIO / INCM

In the vast majority of cases, yes. CINCO jewels are produced in Portugal in 925 Sterling Silver, certified by the INCM Assay Office and fully compliant with the European Union's REACH Regulation — the world's most demanding regulatory framework for articles in contact with the skin. Clinical evidence indicates that where this legislation is enforced, the prevalence of nickel allergy in the European population has decreased.

Choosing a certified jewel, produced under European regulation, is already an informed health decision — particularly when compared with uncertified alternatives imported from outside the EU.

For cases of very specific sensitivity or a history of severe allergic reactions, we always recommend consulting a dermatologist beforehand.

The difference is not only in the materials — it is structural.

Certified precious metal jewellery, such as CINCO's 925 sterling silver pieces, undergoes mandatory independent verification by the INCM before reaching the market. Its composition is legally defined, tested and hallmarked. The alloy is controlled. The absence of prohibited substances — including nickel, lead and cadmium — is verified.

Costume jewellery made from non-precious materials has no equivalent certification requirement. While EU regulation technically applies to all jewellery sold in Europe, there is no mandatory pre-market testing for costume jewellery. Enforcement is reactive, not preventive.

A 2021 study published in Science of the Total Environment analysed 80 items purchased from a discount jewelry store and found cadmium in 40% of them — with 25% exceeding established safety thresholds. In 2024, South Korean authorities tested 144 products from some stores found multiple violations of legal safety standards, reflecting a broader pattern of inadequate safety controls in fast-fashion and discount retail supply chains.

When you buy a CINCO piece, you know exactly what you are wearing. With uncertified jewellery, you often do not.

Further reading: Kern, Boron & Weidenhamer, 2021 — Cadmium in Discount Jewelry Le Monde / AFP, 2024 — Toxic Substances in Shein and Temu Products

Not only can you — it is one of the most thoughtful decisions you can make. Precisely because CINCO jewels are safe, certified and built to last, they are also the first jewels that make sense to give to a child.

The question of safety in children's jewellery is more serious than most people realise. A 2021 study published in Science of the Total Environment found cadmium in 40% of items tested from a discount jewelry store — with levels that can pose serious health risks if pieces are handled or mouthed by children. Cadmium is a toxic heavy metal with no safe level of exposure. It is not found in CINCO pieces.

CINCO jewels are produced in Portugal in 925 sterling silver, certified by the INCM, with full traceability of every component. What goes into your child's jewel is documented, verified and legally controlled.

But beyond safety, there is something more here. CINCO is a brand that mothers wear, that daughters admire, and that creates a shared language between them. Giving a CINCO jewel to a child is not just a gift — it is an introduction to quality, to objects with meaning, to pieces that are kept rather than discarded. In an age when everything is disposable, there is something profoundly different about growing up knowing how to recognise the value of something real.

Further reading: Kern, Boron & Weidenhamer, 2021 — Cadmium in Discount Jewelry PubMed — Cadmium toxicity and health effects

Yes — and so do we. Every CINCO piece is fully traceable, from the 925 sterling silver base to the solder used to join each component. Every metal in every piece has been verified and documented. No nickel. No hidden alloys. No surprises.

Because caring for your jewelry starts before it ever reaches you.

Furtado & Pereira, Lda., Rua Casa Branca, 97, 3030-109 Coimbra, NIF PT515204323, finance@cinco-store.com.

send us an email at customer@cinco-store.com or call +351 915 780 641 [we will answer from monday to friday, 9am to 6pm, lisbon hour]. for more information about our customer service, click here.

Contact us: customer@cinco-store.com | +351 915 780 641
Monday-Friday, 9AM-6PM WET

The most important thing to understand about jewelry care is simple: real materials have real needs. And meeting them takes less effort than most people think.

The three habits that matter most

Wear it right. Put your jewelry on last — after perfume, cream, hairspray and makeup. Take it off first — before showering, swimming, exercising or sleeping. This single habit protects your pieces more than anything else.

Clean it regularly. A soft dry cloth after each wear removes the oils, sweat and residue that accumulate on the surface and accelerate tarnishing. A quick wipe takes ten seconds and makes a lasting difference.

Store it properly. Keep each piece individually in your CINCO pouch, away from humidity, direct sunlight and other metals. The pouch is made from a soft jewelry-grade cloth that protects the surface and keeps moisture and air out between wears.

Know your material

Different materials have different needs:

• 925 sterling silver — can be cleaned with mild detergent, warm water and a soft toothbrush for a deeper clean
• Gold-plated silver — soft dry cloth only, never a polishing cloth or abrasive materials
• 18k and 19.2k solid gold — the most resilient of all, will never fade, clean with detergent-free soap and warm water

When in doubt, restore

If your silver tarnishes or your gold plating wears over time, it is not the end of the piece — it is simply time for care. A silver polishing cloth restores shine in minutes. Our gold plating renewal service restores your piece to its original finish whenever it is needed.

Real jewelry is made to last. It just needs to know you care.

Gold-plated pieces ask a little more attention than solid gold — but the habits are simple and make a significant difference.

What to avoid

Gold plating is a layer, and layers wear. The fastest way to shorten its life is repeated contact with:

• Water — showering, swimming, washing hands
• Perfume, hairspray and body oils
• Sunscreen and makeup
• Household cleaning products
• Sweat, particularly in areas of constant friction against the skin

What to do daily

• Put your piece on last — after all products are fully absorbed
• Take it off first — before any contact with water or chemicals
• Wipe gently with a soft dry cloth after each wear to remove oils and residue
• Store in your CINCO pouch individually, away from other pieces

What to do when cleaning

Use only a soft, dry cloth. Never use a silver polishing cloth, abrasive materials or detergents on gold-plated pieces — they will remove the plating. If the piece needs more than a wipe, dampen the cloth very slightly with clean water and dry immediately and thoroughly.

When the finish wears

It will, eventually — and that is normal. Gold plating is not permanent, but it is renewable. When your piece loses its finish, our gold plating renewal service restores it to its original condition. Contact us at customer@cinco-store.com and we will take care of the rest.

Regular cleaning is one of the simplest things you can do to keep your pieces looking their best. The method depends on what your piece is made of.

925 sterling silver

Clean regularly with a clean, soft cloth after each wear to remove oils and residue. For a deeper clean, use a mild detergent with warm water and a very soft toothbrush, scrubbing gently in small circular motions. Rinse thoroughly with clean water and dry completely with a soft cloth before storing.

A silver polishing cloth will restore shine quickly if tarnishing has already occurred.

Gold-plated silver

Use only a soft, dry cloth — gently and without pressure. Never use a silver polishing cloth on gold-plated pieces as it will remove the plating layer. Avoid detergents, abrasive materials and prolonged contact with water.

18k and 19.2k solid gold

Solid gold is the most forgiving of the three. Mix a few drops of detergent-free soap with warm water, soak one piece at a time for a few minutes, then clean gently with a very soft brush. Rinse with clean water and dry with a soft non-abrasive cloth. Solid gold will never fade — a gentle clean is all it ever needs.

Whatever the material, always dry your pieces completely before storing them in your CINCO pouch. Moisture trapped against metal is the one thing no jewelry benefits from.

The honest answer: more often than most people do.

Jewelry is made to be worn — but a few specific moments will shorten its life considerably if you keep it on. Make a habit of removing your pieces before:

• Showering or bathing — water and soap accelerate tarnishing and wear gold plating faster than almost anything else
• Swimming — chlorinated pools and salt water are particularly damaging to both silver and gold plating
• Applying products — perfume, hairspray, sunscreen, body lotion and makeup should always go on before your jewelry, never after
• Sleeping — friction against fabric weakens delicate settings and bends fine chains over time
• Exercising — sweat is acidic and accelerates oxidation, and impact sports risk physical damage
• Cleaning — household products and rubber gloves can cause immediate and irreversible discolouration

The simplest rule to remember: your jewelry goes on last and comes off first.

Store it in your CINCO pouch each time — it takes ten seconds and makes a lasting difference.

Storage is the most underestimated part of jewelry care — and one of the most important.

The right environment keeps your pieces exactly as they should be between wears. The wrong one accelerates tarnishing, scratches finishes and tangles chains in ways that are hard to undo.

A few rules that make a real difference:

• Store each piece individually — metal against metal causes scratches
• Use the CINCO pouch that came with your order. It is made from a soft jewelry-grade cloth that protects the surface, absorbs moisture and keeps air and light out
• Keep your pieces away from the bathroom — humidity and steam are among the fastest accelerators of tarnishing
• Avoid direct sunlight and heat sources
• Keep chains unclasped and laid flat to prevent tangling

The CINCO pouch is not just packaging — it is the simplest and most effective storage solution for your piece, designed to last as long as the jewelry itself.

The butterfly back has loosened. With regular use, the small metal butterfly that holds the earring in place can widen slightly over time. Simply pinch it gently back together with your fingers or a pair of tweezers — it should grip again immediately.

The post has bent slightly. If the earring post is even slightly off-angle, the butterfly won't catch properly. Check that the post is straight before wearing.

The earring needs cleaning. A build-up of product, skin oils or oxidation on the post can prevent a clean lock. Clean the post gently with a soft cloth before wearing.

If the issue persists after trying these steps, contact us at customer@cinco-store.com — we will assess the piece and advise on the best solution.

Tarnishing is natural — but it is largely preventable with a few consistent habits.

The biggest accelerators are moisture, air and chemical products. To slow the process down significantly:

• Put your jewel on last — after perfume, cream and hairspray
• Take it off first — before showering, swimming or sleeping
• Clean gently with a soft cloth after each wear
• Store each piece individually in the CINCO pouch, away from humidity and direct sunlight

One advantage that CINCO pieces have: our 925 sterling silver includes a rhodium plating layer that already protects the silver from exposure and significantly reduces long-term tarnishing compared to standard sterling silver.

If tarnishing does occur, it is not damage — it is just silver being silver. A soft polishing cloth will restore the shine in minutes.

Tarnishing is natural — but it is largely preventable with a few consistent habits.

The biggest accelerators are moisture, air and chemical products. To slow the process down significantly:

• Put your jewel on last — after perfume, cream and hairspray
• Take it off first — before showering, swimming or sleeping
• Clean gently with a soft cloth after each wear
• Store each piece individually in the CINCO pouch, away from humidity and direct sunlight

One advantage that CINCO pieces have: our 925 sterling silver includes a rhodium plating layer that already protects the silver from exposure and significantly reduces long-term tarnishing compared to standard sterling silver.

If tarnishing does occur, it is not damage — it is just silver being silver. A soft polishing cloth will restore the shine in minutes.

We recommend taking it off — and here is why it matters.

Water itself is not the enemy. But the combination of water, soap, shampoo, conditioner and steam that comes with a shower is one of the fastest ways to accelerate tarnishing on silver and wear down gold plating. Salt water and chlorine are even more damaging — both react directly with the metals in your piece and will visibly shorten the life of the finish.

Solid 18k and 19.2k gold pieces are more forgiving and can handle occasional water contact. But for 925 sterling silver and gold-plated pieces, the habit of removing them before any water exposure is the single most effective thing you can do to preserve them.

It takes ten seconds. Your pieces will last years longer for it.

Cleaning silver at home is simple — and something you should do regularly, not just when tarnishing appears. A little maintenance goes a long way.

For everyday cleaning

After each wear, wipe your piece gently with a soft, dry cloth. This removes the oils, sweat and residue that build up on the surface and cause tarnishing over time. It takes seconds and makes a significant difference.

For a deeper clean

Mix a small amount of mild dish soap with warm water. Using a very soft toothbrush, clean the piece gently in small circular motions, paying attention to any detailed or textured areas where residue tends to accumulate. Rinse thoroughly under clean running water and dry completely with a soft cloth before storing.

Never leave silver pieces wet — moisture trapped against the metal accelerates tarnishing.

If tarnishing has already occurred

A soft silver polishing cloth will restore the shine quickly and effectively. Rub gently in straight lines rather than circular motions for the best result.

What to avoid

• Toothpaste — too abrasive and will scratch the surface
• Baking soda mixtures — effective but too harsh for regular use and damaging to plated pieces
• Ultrasonic cleaners — not suitable for plated or stone-set pieces
• Paper towels or rough cloths — will scratch

One thing to remember

Our 925 sterling silver pieces include a rhodium plating layer that already protects against tarnishing and reduces the need for frequent polishing. With proper daily care, a deep clean should rarely be necessary.

Yes — and we can prove it.

All CINCO pieces are produced in 925 sterling silver, certified by the INCM under Portuguese law, which explicitly prohibits the use of nickel in certified precious metal articles. This goes further than the European REACH Regulation, which already sets the world's most demanding limits for nickel release in jewellery worn against the skin.

Every component of a CINCO piece — including the solder used to join each part — is fully traceable and nickel-free. Not because it is a marketing choice. Because it is a legal obligation that we take seriously at every stage of production.

Clinical studies confirm that the prevalence of nickel allergy in Europe has decreased precisely where this kind of regulation is enforced. Choosing a CINCO piece is not just an aesthetic decision — it is an informed one.

If you have a history of severe allergic reactions, we always recommend consulting a dermatologist beforehand.

Because we thought about what happens after you open it.

Paper boxes are beautiful for five minutes — then they go in the bin. Our pouches are made from a soft jewelry-grade cloth that does exactly what a storage pouch should do: protect your piece from scratches, absorb moisture and keep it away from light and air.

It is not just packaging. It is the first act of care your jewel receives — and the one that continues every time you put it away.

One less box in the bin. One more reason to keep your jewelry exactly as it should be.

practically, yes! however, due to global conflicts and specific customs regulations, there are a few exceptions. click here to see the full list of locations we ship to.

we ship internationally to all European countries.

EU Zone 1: 3-5 working days

EU Zone 2: 4-6 working days Processing time: 1-2 business days

• Portugal & Spain: 1-3 working days
• EU Zone 1: 3-5 working days
• EU Zone 2: 4-6 working days Processing time: 1-2 business days

For EU countries, no additional customs fees apply. For non-EU countries, customs duties may apply depending on your country's regulations.

Shipping costs vary by destination. Check our shipping policy for detailed rates.

Contact us at customer@cinco-store.com and we'll help track your order.

orders over €150 qualify for free shipping. the shipping cost for other orders varies depending on the shipping zone. you can find detailed information on shipping rates here.

read about the regular shipping and delivery times here.

yes, parcels must be delivered personally to the recipient. if you would like the order to be delivered to someone else, please inform both us and the courier in advance.

to avoid any risk of loss or theft, we strongly advise against authorizing delivery to unattended locations. CINCO is not responsible for parcels left at the door, in mailrooms, or in building delivery areas.

if you have chosen home delivery and you were not at home at the time of delivery, we suggest you contact us and we will get in contact with the carrier to sort out the situation. the order will be delivered to the specified address, any error in the address will be the responsibility of the customer. if you have not received your order, but it is listed as delivered, we suggest you contact us and we will check with the delivery company.

we are not responsible for any taxes or duties that may apply to international orders. however, no duties or taxes will apply to orders delivered to countries within the european union and the united kingdom.

if you choose to refuse your order, you will be responsible for any duties, taxes and/or customs fees that may be incurred, as well as the cost of returning the package to our portuguese address. this amount will be deducted from your refund.

we believe in hassle free returns, providing a simple, process for customers to return products without, or with minimal, difficulty. Key features include simplified process, quick processing times, no question asked and no hidden fees.

No, custom and engravable products cannot be returned.

for warranty requests made after 30 days from the purchase, our quality team will evaluate the case, and if the conditions to proceed with the warranty are met, we will initiate the replacement of the jewelry or, if this is not possible, a gift card for the value of the damaged jewelry will be created. your request will be accepted within 24–48 hours. you will then receive all the instructions to follow by email. this warranty does not include insurance against physical or accidental wear, damage, nor the loss of the jewel or part of it. the warranty applies exclusively to products manufactured by CINCO and purchased through authorized selling channels. to maintain your jewelry in perfect condition, check our online jewelry care page.

please send us an email reporting that issue. we would like to point out that these are special one-of-a-kind pieces with an extremely delicate handmade production, so some pieces may have minor problems.

if your purchase does not meet your expectations, we offer you the opportunity to return it. returns must be requested within 14 days from the date of delivery, and items must be unworn, in their original condition and packaging, and include any associated gifts.
please note that custom products, such as engravable pieces, are non-returnable. we do not offer free returns, and the cost of return shipping is the customer’s responsibility.
for any questions or assistance, our customer service team will be happy to help guide you through the process

items with engraving or modifications cannot be exchanged or returned, nor can items with visible signs of use. exchanges and returns must be made within 14 days.

Return shipping fees apply: €5 for Portugal, €15 for EU countries.

we don't offer free return shipping for exchanges.

please follow these steps:

1. contact us via email at customer@cinco-store.com or whatsapp (+351 915780641) in portuguese or in english. we will provide you with a shipping label, as well as an RMA (return merchandise authorization).

2. fill out the return form. choose the "credit store" refund method.

3. securely pack the item(s) in the original box.

4. attach the return label that we will send you by email.

after we receive the items, please allow 5-7 business days for the credit store to be issued.

we do not offer free returns.

please follow these steps:

1. contact us via email at customer@cinco-store.com or whatsapp (+351 915780641) in portuguese or in english. we will provide you with a return quote and shipping label, as well as an RMA (return merchandise authorization).

2. fill out the return form.

3. securely pack the item(s) in the original box.

4. attach the return label that we will send you by email.

after we receive the items, allow 7 - 10 business days for refund, excluding shipping charges.

yes, we can make an exchange. as soon as we receive the returned ring, we will issue a credit for the value of the item, excluding postage. this credit can be used for a new purchase.

if your package is returned to CINCO, you will be responsible for the shipping charges to have it shipped again.

you can download here our printable ring size guide.

You can check our earrings size guide.

klarna is a swedish payment service provider that takes end-to-end responsibility for your payment. klarna enables more than 200,000 online stores to be paid. more than 85 million consumers around the world trust klarna to handle their payments in a secure way.

payment method available in the following countries: austria, belgium, finland, france, germany, greece, ireland, italy, netherlands, portugal and spain.

paying later in 3 interest-free installments allows you to spread the cost of your purchase over 3 equal payments. payment for each installment will be automatically charged to the debit or credit card you provide at checkout. your first installment will be collected when your order is confirmed by CINCO (FURTADO E PEREIRA, LDA) and installments 2 and 3 will be scheduled 30 and 60 days later, respectively. you can always monitor your payment schedule in the klarna app.

once your order is confirmed, you'll receive an email from klarna within two days with payment instructions. you then have 30 days to try on your order and pay only if you're satisfied. pay online at your convenience, at no extra cost. you can pay by credit or debit card in klarna.app or by logging in to www.klarna.com/uk.

you must be at least 18 years old to use pay later. while this option is widely available, pay later is subject to your financial circumstances. if you choose to pay later, our assessment will not affect your credit rating. although pay later is widely promoted, it is not always available. the pay later payment option is automatically generated by algorithms based on a number of factors, including address details, cardholder details, order amount, online store, previous order history and item availability.

Klarna is unique and offers Pay Later based on a number of factors such as order value, previous order history and item availability. If you are 18 years of age or older, you can improve your chances of being offered pay later by providing your full name and accurate address information, and by shipping to your registered billing address. all orders are reviewed on an individual basis. just because you have been accepted for a klarna payment method before does not mean that it will be offered for every order, and if it is declined, it does not mean that it will be declined for all future orders.

if you want to make a purchase with klarna using pay later, you'll need to provide your mobile phone number, email address, current billing address, and a debit or credit card. a mobile phone number is required in case we need to contact you. all communications will be sent to your email address. it's very important that you give us the correct information, otherwise you will not receive your payment schedule and any updated order information.

klarna may perform so-called unrecorded inquiries (or soft credit searches), which do not affect credit scoring and are only visible to you and klarna, but not to other lenders. neither Klarna nor CINCO (FURTADO E PEREIRA, LDA) will run any credit reports against you that could affect your credit score.

yes. just go to the klarna app or log onto Klarna.com/uk and pay off early.

you can pay immediately with a debit or credit card at checkout, or you can use our pay later in 30 days payment option, which allows you to pay for the goods with a credit or debit card as soon as you receive them. you can always track your outstanding payments in the klarna app. payment for your pay later in 3 interest-free installments is automatically debited from the debit or credit card you enter at checkout. the first payment is taken when the order is confirmed. the second and third installments will be collected 30 and 60 days after the first installment, respectively. you can monitor your payment schedule at any time in the Klarna app.

once CINCO (furtado e pereira, lda) has accepted your cancellation/return, klarna will cancel any future scheduled payments and refund any amounts due. the return will be reflected in the klarna app immediately.

klarna will automatically attempt to collect your payment for your pay later purchase at CINCO (FURTADO E PEREIRA LDA) from the debit or credit card you entered at the checkout. If we are unable to collect your payment on the scheduled due date, klarna will make another automatic payment collection attempt two days later. If this final payment attempt fails, klarna will issue a statement for the full outstanding order amount, which will be due 15 days later. klarna will notify you when a payment is due two days before it attempts to collect your payment, and you can always monitor the due date in the klarna app at your convenience. your credit score will not be affected by using klarna's pay later product, even if you have not paid on time.

klarna will notify you via email and push notification from the klarna app when a payment is due and when it has been successfully collected, or in the unlikely event that your payment fails. if a payment has been collected but you have not received the payment confirmation, you can always check the status of your order and payments in the klarna app or by logging in at www.klarna.com/uk.

as soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

in order to be able to offer you klarna's payment methods, we may transfer your personal data in the form of contact and order details to klarna during the checkout process so that klarna can assess whether you qualify for its payment methods and tailor those payment methods to you. the personal data you provide will be processed in accordance with klarna's own privacy policy.

please contact the Klarna's Customer Service.