FREQUENTLY ASKED QUESTIONS
where does the jewelry production take place?
all of our jewelry products are designed and manufactured in portugal (europe).
what are the CINCO jewelry pieces made of?
all jewelry pieces are made in portugal, with 925 sterling silver, 925 sterling silver with 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.
do CINCO products have a warranty?
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 email@example.com that will be happy to help.
will the gold plating last forever?
unfortunately, no. the gold plating color will fade overtime due to its contact with skin, clothing, surfaces, household products, perfume, hairspray, and more.
how should I take care of my jewelry pieces?
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 firstname.lastname@example.org.
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.
do you have gift wrapping available?
how do I find my ring size?
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.
who are we?
Furtado & Pereira, Lda., Rua Casa Branca, 97, 3030-109 Coimbra, NIF PT515204323, email@example.com.
what does 'pre-order' mean?
'pre-order' means you are looking at a product that is currently out-of-stock but will soon be restocked. pre-ordered items are reserved and will be shipped first when back in stock.
can I place a single order with both a pre-order and an in-stock product? will they be delivered together?
yes. you can place an order that includes both pre-ordered products and products that are in stock. products that are in stock will be shipped according to the pre-order delivery time. however, you may receive your products separately depending on their availability date.
do you have any active promo codes?
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.
why haven’t I received an order confirmation?
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 firstname.lastname@example.org, and we will be able to resend your order confirmation email.
what if the item I received is damaged or faulty?
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.
I made an order, but I don't know where it is. what now?
will I be charged immediately when I place a pre-order?
when you place an order on our website for an item that is not immediately available [in pre-order], your credit or debit card will be authorized and charged for the full amount of your purchase.
what payment methods do you accept?
we accept amex, visa, mastercard, discover, american express, paypal and klarma. check out all our payment options here. here.
do you ship worldwide?
click here to see the list of the countries we ship to.
how much does shipping cost?
check the list of shipping costs here. we offer you free shipping worldwide if your purchase is over 150 euros.
when will my order arrive?
read about the regular shipping and delivery times here.
does my order delivery require a signature?
if you are not at home, we recommend that you provide us with an alternate address. you will not be eligible for a refund from CINCO if: you fail to sign the delivery receipt; if someone other than you or a person unauthorized by you signs the delivery receipt; if you fail to retrieve a package from the courier's warehouse in a timely manner in the event of a failed delivery; or if you live in a location where multiple packages are delivered to a common area and a package is stolen after delivery.
are there any additional fees involved?
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.
what if I refuse to pick-up or accept the order?
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.
how can I contact customer support?
do you have prepaid labels for returns?
yes we do, read more:
[PORTUGAL] if you want to use our return service, it will cost 5€ and is carried out by the NACEX carrier.
[OTHER COUNTRIES] our return services are carried out by DHL. the cost is 15€ within the european union and 20€ outside the european union. when we send you the prepaid label, we will arrange for DHL to pick it up at your address.
the amount is debited upon your return or your exchange code. to use this service, just contact our customer support at email@example.com.
can I return an item?
yes. if your purchase does not meet your expectations, we offer you the opportunity to return it. the return must be made within 15 days from the date of delivery and the item must be in its original condition. read more here.
what if my package was returned to sender?
if your package is returned to CINCO, you will be responsible for the shipping charges to have it shipped again.
if my order has been shipped and I have not received it, what can I do?
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.
where can I purchase CINCO?
CINCO is available at www.cinco-store.com and in partner stores:
- Boutique dos Relógios
- FV Concept Store
- The Feeting Room
what is klarna?
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.
in which countries is it available?
payment method available in the following countries: austria, belgium, finland, france, germany, greece, ireland, italy, netherlands, portugal and spain.
how does pay later in 3 interest-free installments work?
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.
how does pay later in 30 days work?
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.
am I eligible for pay later?
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.
how can i increase my chances of being accepted for pay later?
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.
what do i need to provide when i make a purchase?
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.
will a credit search take place against me?
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.
can I pay before the due date?
yes. just go to the klarna app or log onto Klarna.com/uk and pay off early.
what are my payment options with klarna?
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.
what happens if I cancel or return my order?
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.
what happens if I don’t pay for my order?
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.
have you received my payment?
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.
I have canceled my order. how long will it take until i receive my refund?
as soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.
want to know more?
please contact the Klarna's Customer Service.