Deliveries
Pilar do Rio ships worldwide from our studio in Lisbon, Portugal.
We provide a tracking number for every order so you can follow its journey. All orders are shipped via CTT, with the exception of deliveries to the United States, which are shipped securely via DPD or DHL.
Please remember that because our jewellery pieces are carefully handmade to order, we require up to 7 business days to craft your items before they are handed over to the courier.
Estimated Delivery Times
Once your order has been handcrafted and shipped, typical transit times are as follows:
Portugal: 1–5 working days
European Union (EU) & United Kingdom (UK): 3–7 working days
Norway & Switzerland: 3–7 working days
United States: 3–10 working days
Rest of the World: 10–20 working days
Please note: International deliveries outside the European Union may be subject to local import customs, clearance delays, or duties, which are the responsibility of the customer.
Returns Policy
We want you to be entirely satisfied with your Pilar do Rio jewellery. If for any reason you wish to return an item, you may do so within 30 days of its delivery. This policy applies to all items, including earrings and items purchased during promotions or sales.
To be eligible for a return, your jewellery must be unused, unworn, in its original condition, and in its original packaging.
How to Complete a Return
Before returning your goods, please send us an email at studio@pilardorio.com informing us of your order number and the reason for the return.
Once your return is approved via email, we will supply you with the correct return shipping address.
Package the item securely. Please note that customers are responsible for the cost of return shipping. We apply a flat return fee which will be deducted directly from your final refund.
Once we receive your package and the item has been inspected and approved, we will issue a full refund (excluding the original shipping costs) back to your original payment method within 7 working days.
Exchanges
If you would like to exchange your piece for a different design or size, you can do so within 30 days of delivery.
Please email us at studio@pilardorio.com with your order number and details of the exchange you wish to make. We will check our material availability and get back to you within 48 hours to confirm the exchange and provide the return shipping details. The item being sent back must be unworn and in its original packaging.
Faulty Items
We pride ourselves on the exceptional quality of our handmade jewellery. However, if you discover a structural defect or fault with any piece, please contact us immediately at studio@pilardorio.com so we can make it right.
Please notify us of the problem within 30 days of delivery. Once you contact us, we will provide you with a return shipping label or address. We cover all associated shipping costs to either replace the faulty item with a brand new piece or issue a full refund, according to your preference.