Frequently Asked Questions

Frequently Asked Questions

Online shop

How to buy online?

All items that have an “Add” button can be purchased online, according to their availability.

For help in determining the correct size of your ring, consult our “Size Guide” available on the ring detail page.

After selecting the item you want, click on the “Add” button to place the item in your shopping bag.

When you are ready to finalize your order, click on the “Checkout” button. You can remove items from your shopping bag by clicking on “Delete”.

You can also complete your purchase by phone through Alexandra Matias Jewelry’s Customer Support Services by calling +351 211 942 585 (call to national fixed network).

Can I buy online without an email address?

If you do not have an active email address, you can purchase the item you want through Customer Service. Just call +351 211 942 585 (call to national fixed network).

Gifts and parts customization

Can I send a gift with a personalized message?

At the time of purchase, you must indicate that you want a gift package to be made and, if you wish, you can indicate the personalized message to be printed on a card.

Can I customize a part with a engraving?

Some parts allow you to perform an engraving. Check this possibility with our Customer Support Services by calling +351 211 942 585 (call to national fixed network).

Note that the engraved parts cannot be returned or exchanged.

Order payment

How can I pay for my purchases?

The payment process is 100% secure and can be done by Visa, MasterCard or ATM reference.

What is CVV?

“Card Verification Value” an anti-fraud feature that helps to ensure that the person making the payment is in possession of the credit card.

CVV is a three or four digit number printed on the front or back of the credit card.

On Visa and MasterCard cards, the CVV is the last three digits printed on the signature panel on the back of the card, after the account number.

Can I change the payment method or delivery address after confirming my online purchase?

After confirming your purchase, you will not be able to change the payment method or delivery address.

Can I pay for a single purchase with two forms of payment?

Each purchase will have to be paid for using a single payment method. If you want to buy more than one item, you can separate it into different purchases and thus be able to use different forms of payment.

How do I receive the invoice for my purchase?

The invoice for your purchase will be sent to your e-mail address, unless otherwise stated at the time of purchase.

The order will be accompanied by a delivery receipt with no prices listed.

Shipment of the order

What is the shipping process and delivery time?

The shipping process is free and depends on your delivery address. The estimated delivery time is between 3 to 10 working days, after payment confirmation.

Shipping will be done with insurance included.

Alexandra Matias Jewelry does not deliver to PO Boxes or hotels.

Can I pick up my purchases at Boutique Alexandra Matias Jewelry?

You can pick up your purchases at the Alexandra Matias Jewelry boutique, located at Rua Castilho 59B, 1250-068 Lisbon, Portugal. To do so, simply put the Boutique’s address in the delivery address or call Customer Support Services by calling +351 211 942 585 (call to national fixed network).

If I buy more than one item, can I send it to different delivery addresses?

To send your purchases to more than one delivery address, you will have to make separate purchases or contact Customer Support Services by calling +351 211 942 585 (call to national fixed network).

Do I receive my purchases in their own packaging?

All items are carefully packed and placed in specially protected packaging for delivery.

Return or exchange

Can I return or exchange my purchases?

Within 14 days after confirmation of the respective payment, you can cancel the order as long as you do not use the product and, within that period, deliver the product purchased at Alexandra Matias Jewelry’s premises.

To do this, you should contact Alexandra Matias Jewelry Customer Service to request a Return Authorization Number to place on the return.

The cancellation of the order will only take effect if the returned products are in the same condition in which they were delivered, that is, without damage or wear of any kind.

If the ordered products have already been shipped, Alexandra Matias Jewelry returns the amount corresponding to the price paid against the return of the products by the customer, less the amount spent on postage.

Recorded or modified items cannot be returned or exchanged.

Create an account

What is the advantage of creating an account?

Creating an account facilitates your shopping experience at e-Boutique Alexandra Matias Jewelry. Once registered, it will not be necessary to re-enter your personal data and checkout will be faster.

Having an account, you can also save the pieces you like best to your “My Favorites” list and share them with your family and friends.


Whenever you wish, you can view, or share with your friends, the articles you like best. Just add them to your “My Favorites” list by selecting the heart symbol shown in the upper right corner of the article’s sheet. You must have your account active.

PrIVAcy and Cookies

PrIVAcy and Cookies

Alexandra Matias Jewelry is committed to protecting the prIVAcy of its customers. We offer a secure online shopping environment and store our customers’ personal data in accordance with applicable laws and regulations. For more information see our PrIVAcy Policy.

We use cookies to track the contents of your shopping bag and thus facilitate access the next time you enter our e-boutique. Alexandra Matias Jewelry does not use cookies for personal information.