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.

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

store in a dry place, avoid contact with perfumes and chemicals. clean with a soft cloth. we recommend removing jewelry before showering or swimming.

every piece of jewelry is an investment — not only in style but in longevity. with the right care, your jewelry can retain its brilliance and accompany you for years to come. below are a few essential tips to help preserve the beauty and craftsmanship of your pieces.

while our pieces are thoughtfully treated to help resist dullness, proper care is still key to maintaining their original glow.

• exposure to air and environmental elements over time can reduce shine.
• tarnishing is natural, but gentle cleaning can help restore your jewelry’s appearance.
• removing your jewelry before sleeping, showering, or engaging in physical activities.
• certain elements like sweat, perfume, cleaning agents, chlorine, saltwater, and even some skincare products can compromise your jewelry’s surface and finish.

gold-plated pieces are crafted with care but naturally more delicate than solid gold. over time, the color may soften depending on how they are worn and cared for. factors like skin pH, product use, and sweat can influence this process. with gentle handling and thoughtful care, you can extend the life and look of your plated jewelry.

to clean your jewelry safely: mix mild soap with lukewarm water and use a soft toothbrush to gently clean, especially in hard-to-reach areas. If needed, rinse again in clean water. Important: be extra gentle with gold-plated items — excessive rubbing may cause the plating to wear off. a designated silver-polishing cloth can help restore luster to silver pieces, but won’t remove scratches or marks.

gold-plated pieces are crafted with care but naturally more delicate than solid gold. over time, the color may soften depending on how they are worn and cared for. factors like skin pH, product use, and sweat can influence this process. with gentle handling and thoughtful care, you can extend the life and look of your plated jewelry.

these pieces are delicate and deserve gentle handling. when removing rings, always do so from the sides — never pull on the center stone. we recommend taking off your jewelry before swimming, as pool chemicals can cause damage and colder water can make fingers shrink, increasing the risk of losing your rings. the same goes for showering — soaps, shampoos, and other products can dull their shine over time. If you prefer to wear your jewelry daily, make sure you keep up with regular care and cleaning. whenever you remove your pieces — whether for bed, the pool, the shower, or any activity that could compromise them — store each item separately to prevent tangling and scratching. keep in mind that while solid gold is strong, it’s also soft enough to mark with wear. minor scratches are completely natural and part of your jewelry’s story.

there are several ways to store your jewelry, but not all of them are safe. some methods can actually damage your pieces. avoid rubber containers at all costs — they can speed up tarnishing and may cause dark spots to appear. also, never store your jewelry in bathrooms or any areas with moisture.

use a soft-lined jewelry box or a tarnish-resistant pouch. for longer-term storage, consider individual airtight plastic (polyethylene) bags.

here’s how to protect your pieces properly:
• store by metal type – keeping different metals apart helps prevent tarnishing caused by contact.
• clean before storing – dirt and oils can cause your jewelry to tarnish if left for too long.
• choose a dry, dark place – moisture is one of jewelry’s biggest enemies.
• keep pieces separate – to avoid scratching, make sure your jewelry isn’t touching each other.

silver is soft and sometimes your earring spike just needs a tiny adjustment. because of silver's natural flexibility, the spike might shift slightly — but the fix is super easy! just a gentle twist (up or down). please check this video.

With proper care, gold plating can last 1-2 years. Avoid water, perfumes, and chemicals to extend its life.

Store in an airtight bag when not wearing. Clean regularly with a silver polishing cloth.

We recommend removing jewelry before water contact to preserve the finish and plating.

Use a soft jewelry cloth or mild soap with warm water. Dry thoroughly after cleaning.

Yes, our 925 sterling silver is hypoallergenic and suitable for sensitive skin.

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.