Refund policy

Returns

We accept returns within 30 days of receiving your order, no reason needed. Items must be unworn, unused, and in their original packaging. Proof of purchase is required.

To start a return, email us at contact@pastlivesjewellery.com. Once accepted, we'll send you instructions on where to send the item. Return shipping costs are the customer's responsibility. Items sent back without prior authorisation will not be accepted.

Damages and defective items

Inspect your order upon arrival and contact us immediately if anything is defective, damaged, or incorrect. All products carry a 3-year legal guarantee under Portuguese law (Decreto-Lei n.º 84/2021). If your item is faulty or not as described, you are entitled to repair, replacement, or a full refund regardless of any other conditions in this policy.

Non-returnable items

We do not accept change-of-mind returns on custom or personalised items, sale items, or gift cards. Your statutory rights regarding defective products remain fully unaffected in all cases.

Exchanges

To exchange an item, return it and place a new order once the return is accepted.

EU 14-day cooling-off period

Orders shipped within the EU carry a statutory 14-day right of return from the date of receipt, with no justification required. The same item condition requirements apply.

International orders

For orders outside the EU, customs duties and import taxes are the customer's responsibility and are not included in our prices. We cannot declare parcels at a lower value or mark them as gifts — this is prohibited under international customs law.

Refunds

Once we receive and inspect your return, we'll notify you of the outcome. Approved refunds are processed within 14 days of receiving the returned item, via your original payment method. If more than 14 days have passed, contact us at contact@pastlivesjewellery.com.

Disputes

For unresolved disputes you may contact the Centro de Arbitragem de Conflitos de Consumo de Lisboa at centroarbitragemlisboa.pt, or use the EU ODR platform at ec.europa.eu/consumers/odr.

Contact

contact@pastlivesjewellery.com
Avenida da República 23, 1050-185 Lisboa