Terms and Conditions
Scope
These terms and conditions govern the use of the Hoyara Jewellery online shop, available at hoyarajewellery.com, and the contractual relationship between Hoyara and the customer placing an order on the website.
By placing an order, you confirm that you have read and accept these terms and conditions.
Orders and availability
Every Hoyara piece is handmade in Portugal. We do our best to deliver each order in full, but occasionally there may be stock shortages due to the handcrafted nature of our work or circumstances beyond our control.
If one of the products in your order isn't available, we'll contact you by email or phone, and you'll have the option to wait for the item or cancel the order with a full refund.
Prices, specifications, promotions and product availability may change at any time.
The products sold in the online store are intended for the end consumer. Purchasing items for resale is not permitted.
Prices and payment
Prices shown in the store are in euros and include VAT at the legal rate in force. Shipping costs, where applicable, are shown before you complete your order.
We accept the following payment methods:
- Credit or debit card (Visa, Mastercard, American Express), via Stripe;
- Apple Pay and Google Pay, via Stripe;
- MB WAY, via ifthenpay.
Payments are processed securely by the providers above. We never store card details.
Shipping and delivery times
We prepare every order with care. Lead times are:
- 10 working days for all in-stock pieces;
- 4 to 6 weeks for made-to-order pieces (bespoke).
Orders are shipped via CTT, with the following delivery times from the date of dispatch:
- Mainland Portugal and islands: 24 to 48 working hours;
- European Union: up to 5 working days;
- Rest of the world: variable, depending on destination.
These times are indicative and may vary during peak periods or for reasons outside Hoyara's control.
Warranty
All pieces come with a 3-year warranty, in accordance with Portuguese law in force.
The warranty covers manufacturing defects that aren't the result of normal use. It does not cover:
- Natural oxidation of silver;
- Wear of the gold plating;
- Marks of use, scratches or deformations resulting from improper use;
- Damage caused by exposure to chemicals, perfumes, cosmetics or abrasive products.
See how to care for your pieces in the jewellery care guide. If your item has a manufacturing defect, please get in touch.
Cancellation of orders
You can cancel your order as long as it has not yet been processed. To do so, please email info@hoyarajewellery.com and state:
- Order number;
- Name the order was placed under;
- Delivery address.
If the order has already been processed, it can no longer be cancelled. In this case, you may exercise your right to cancel the order after receiving the item (see Returns Policy).
Returns
You have 14 days after delivery to exercise your right of withdrawal, except for the cases set out by law (earrings, personalised items).
The terms and conditions, deadlines, exceptions and return address are set out in the Returns Policy.
Repairs
If a piece needs repair or gold plating renewal, email us with the name of the item and the order number. We'll confirm the procedure, the quote (where applicable) and how to send it in.
Intellectual property
The content of the website, including texts, images, designs, logos and the design of all pieces, is the property of Hoyara Jewellery and is protected by copyright and industrial property rights.
This content may not be reproduced, sold or distributed, in whole or in part, without prior written authorisation.
Responsibilities
The products sold in the online store comply with Portuguese law in force.
The customer is responsible for the accuracy of the data provided when placing an order. In the event of incorrect or incomplete data leading to delay or failure of delivery, Hoyara cannot be held responsible.
Hoyara cannot be held responsible for interruptions, delays, errors or unavailability of the website caused by factors outside its control (network issues, third-party maintenance, cyberattacks).
Complaints
If you have a complaint, please write to info@hoyarajewellery.com within 30 days of becoming aware of the facts. We will reply within 30 days.
You can also use the Complaints Book or contact the relevant consumer dispute resolution centres.
Applicable law
These general terms are governed by Portuguese law. For any dispute arising from their application, the competent court is the district court of Hoyara's registered office, with express waiver of any other.
You may also use alternative dispute resolution schemes for consumer disputes, in accordance with Law No. 144/2015. The list of available organisations can be found on the Consumer Portal.