We want every Tatiana Marques Jewelry experience to feel considered, personal and cared for. If something has not met your expectations, please contact us first so we can understand what happened and, whenever possible, find an appropriate solution.
We take concerns seriously and aim to handle them fairly, professionally and transparently.
If you prefer to submit a formal complaint, you may also use the official Portuguese Livro de Reclamações Eletrónico.
Last updated: August 2026
Tatiana Marques Jewelry aims to handle concerns and complaints fairly, professionally and transparently.
This page explains how customers may submit a complaint directly to Tatiana Marques Jewelry and provides information concerning the Portuguese consumer Alternative Dispute Resolution framework.
Nothing on this page limits any mandatory consumer right or the right to seek assistance from a competent authority, court or dispute resolution body.
1. CONTACTING TATIANA MARQUES JEWELRY FIRST
Customers are encouraged to contact Tatiana Marques Jewelry directly whenever a concern arises.
Many matters can be resolved more quickly when the relevant order, jewelry piece or project can first be reviewed directly.
Complaints may be submitted to:
Tatiana Marques Jewelry
Fairies Ceremony Unipessoal Lda.
Email: geral@tatianamarquesjewelry.com
Telephone / WhatsApp: +351 966 690 768
For formal complaints, written communication is recommended so that both the customer and Tatiana Marques Jewelry have a clear record of the matter.
2. INFORMATION TO INCLUDE IN A COMPLAINT
To help Tatiana Marques Jewelry assess a complaint efficiently, customers should provide, where relevant:
- name and contact details;
- order number or project reference;
- identification of the jewelry or service concerned;
- date of purchase or delivery;
- a clear description of the issue;
- photographs or videos where useful;
- relevant correspondence or documentation;
- and the resolution being requested.
Customers should not send jewelry, gemstones, precious metals or other valuable materials unless return or inspection instructions have first been confirmed.
3. JEWELRY REQUIRING TECHNICAL ASSESSMENT
Where a complaint concerns the physical condition, construction, setting, finish, dimensions or conformity of a jewelry piece, Tatiana Marques Jewelry may need to inspect the piece before reaching a technical conclusion.
Photographs or videos may assist with an initial assessment but may not always be sufficient to determine the cause of a technical issue.
Where statutory repair or replacement rights are being exercised, the rules concerning inspection and making the goods available to the professional are governed by applicable consumer law and the Returns, Cancellations & Consumer Rights Policy.
4. STOPPING USE WHERE DAMAGE MAY WORSEN
Where continued use could reasonably worsen an apparent problem, customers should stop wearing or using the jewelry until it has been assessed.
This may be particularly important where:
- a gemstone appears loose;
- a setting is damaged;
- a chain or clasp is compromised;
- a ring is significantly deformed;
- or another structural issue is visible.
Continued use does not automatically remove consumer rights, but any subsequent damage may need to be distinguished from the original issue.
5. COMPLAINTS ABOUT BESPOKE PROJECTS
Where a complaint concerns a bespoke project, the assessment may take into account the complete documented project record.
This may include:
Bespoke Design Agreement
Jewelry Proposal
approved sketches or renders
client instructions
gemstone approvals
measurements
written correspondence
Client Gold Intake and Custody Form
photographs and technical records
and other relevant project documentation.
The purpose of this documentation is to establish clearly what was agreed and what work was performed.
6. CLIENT OWNED GOLD, JEWELRY OR GEMSTONES
Where a complaint relates to client owned gold, gemstones or jewelry, Tatiana Marques Jewelry may review relevant intake documentation, photographs, visible hallmarks, recorded gross weight, technical notes and records concerning transformation or return of materials.
The applicable rules concerning client materials and normal technical losses are set out in the Terms & Conditions.
7. INTERNAL ASSESSMENT OF COMPLAINTS
Tatiana Marques Jewelry will assess complaints according to the nature of the issue and the information reasonably available.
This may involve:
reviewing the project documentation;
examining correspondence;
inspecting the jewelry;
consulting workshop records;
obtaining information from a specialist involved in the project;
or requesting further information from the customer.
The fact that an inspection or investigation is required does not mean that the complaint has been accepted or rejected before that assessment is completed.
8. RESPONSE TO A COMPLAINT
Tatiana Marques Jewelry aims to respond within a reasonable period having regard to the complexity of the matter.
Some complaints may be resolved through correspondence.
Others may require physical inspection, specialist assessment or further technical investigation.
Where the issue constitutes a legally recognised lack of conformity, the consumer remedies established by applicable law will be respected.
9. DISAGREEMENT WITH THE OUTCOME
If a consumer remains dissatisfied after contacting Tatiana Marques Jewelry directly, they may have access to an appropriate consumer Alternative Dispute Resolution entity.
Alternative Dispute Resolution provides mechanisms such as information, mediation, conciliation and arbitration for consumer disputes outside the ordinary court process.
Portuguese Law No. 144/2015 establishes the legal framework for consumer ADR and requires businesses established in Portugal to provide consumers with clear information concerning the relevant entities.
10. WHAT IS ALTERNATIVE DISPUTE RESOLUTION?
Alternative Dispute Resolution, commonly referred to as ADR or, in Portuguese, RAL — Resolução Alternativa de Litígios, provides consumers and businesses with mechanisms for attempting to resolve disputes outside the ordinary court system.
Depending on the relevant entity and procedure, this may include:
information;
mediation;
conciliation;
or arbitration.
Portuguese consumer ADR entities must operate within the framework established by Law No. 144/2015.
11. RELEVANT ADR ENTITY
The registered office of Fairies Ceremony Unipessoal Lda. is located in the municipality of Covilhã, district of Castelo Branco.
The Centro Nacional de Informação e Arbitragem de Conflitos de Consumo — CNIACC currently covers all municipalities in the district of Castelo Branco, including Covilhã.
Consumers may therefore obtain information from or, where the applicable territorial and subject matter requirements are satisfied, submit an eligible consumer dispute to:
CNIACC — Centro Nacional de Informação e Arbitragem de Conflitos de Consumo
Website: www.cniacc.pt
Email: geral@cniacc.pt
The CNIACC forms part of the Portuguese Consumer Arbitration Network and provides information, mediation, conciliation and arbitration services for consumer disputes within its competence.
12. TERRITORIAL COMPETENCE
The competent consumer arbitration centre may depend on circumstances including the consumer's residence, the place where the contract was concluded and the location of the business.
The current CNIACC regulations provide that territorial competence may arise where the consumer's domicile or the place of contracting falls within its geographic area. For cross border consumer disputes, competence may also arise where the supplier is established within its territorial area.
For this reason, another authorised consumer dispute resolution entity may be competent in an individual case.
Where a complaint is submitted to an entity that lacks territorial or value based competence, the CNIACC regulations provide for referral to the competent consumer arbitration centre where applicable.
13. VALUE LIMITS
The jurisdictional value limit of a consumer arbitration entity depends on the relevant centre and type of dispute.
The current CNIACC regulations state that, outside essential public services, the Centre may determine consumer disputes with a value of up to €30,000.
Because competence and limits may change, consumers should verify the current rules directly with the relevant ADR entity before submitting a case.
14. CONSUMER STATUS
Consumer ADR mechanisms generally concern disputes arising between a consumer and a professional provider of goods or services.
For these purposes, a consumer is generally a natural person acting for purposes outside their trade, business, craft or profession.
Purchases made primarily for professional or commercial purposes may therefore fall outside the consumer ADR framework.
15. USE OF ADR DOES NOT AUTOMATICALLY MEAN THAT A COMPLAINT IS VALID
The availability of an ADR mechanism does not determine in advance whether Tatiana Marques Jewelry or the consumer is legally responsible.
An ADR entity considers the relevant facts, documentation and applicable law according to its own procedure.
Tatiana Marques Jewelry may provide relevant contractual, technical and communication records where legally appropriate in connection with a dispute.
16. CONSUMER RIGHTS ARE NOT LIMITED
The availability of an internal complaints process or ADR does not remove a consumer's right to use other legally available mechanisms.
Nothing in this page requires a consumer to waive any mandatory right to seek assistance from a competent public authority or court.
Likewise, Tatiana Marques Jewelry retains any legal rights available to it in relation to contractual obligations, unpaid amounts or other disputes.
17. ELECTRONIC COMPLAINTS BOOK
Tatiana Marques Jewelry is subject, where legally applicable, to the Portuguese complaints book regime.
Consumers may use the official Livro de Reclamações Eletrónico platform to submit a complaint electronically.
The official platform is:
A complaint submitted through the Electronic Complaints Book follows the official procedure applicable to that platform and the competent regulatory or supervisory authority.
Use of the Electronic Complaints Book does not prevent a customer from contacting Tatiana Marques Jewelry directly before or after submitting a formal complaint.
18. PHYSICAL COMPLAINTS BOOK
Where Tatiana Marques Jewelry is legally required to maintain a physical complaints book at premises where customers are served, it will be made available in accordance with applicable Portuguese legislation.
The physical and electronic complaints book mechanisms are distinct from Tatiana Marques Jewelry's own internal complaint procedure.
19. INTERNAL COMPLAINT AND OFFICIAL COMPLAINT ARE DIFFERENT
An email or WhatsApp complaint sent directly to Tatiana Marques Jewelry is an internal customer complaint.
A complaint submitted through the Portuguese Complaints Book system is a formal complaint made through the statutory complaints mechanism.
A submission to an ADR entity is a separate dispute resolution process.
A customer may therefore use different channels according to the nature and stage of the issue.
20. ADR AND LEGAL GUARANTEE CLAIMS
Where a dispute concerns an alleged lack of conformity, the customer's statutory conformity rights remain governed by applicable consumer law.
Use of ADR does not replace the legal guarantee or reduce the remedies available where their statutory requirements are satisfied.
Further information is provided in the Returns, Cancellations & Consumer Rights Policy.
21. CROSS BORDER CONSUMERS
International customers residing within the European Union may also have access to cross border consumer assistance mechanisms depending on the circumstances of the dispute.
The competent ADR entity may depend on the consumer's residence, the place of contracting and the applicable territorial framework.
Tatiana Marques Jewelry will provide legally required dispute resolution information where applicable.
22. EUROPEAN ONLINE DISPUTE RESOLUTION PLATFORM
The former European Commission Online Dispute Resolution, or ODR, platform should not be presented as an active dispute submission mechanism on the Tatiana Marques Jewelry website.
The European ODR platform was discontinued in 2025.
Any older website template or Shopify generated legal text referring customers to the former EU ODR platform should therefore be reviewed and removed rather than copied into the current policies.
23. COOPERATION WITH ADR PROCEDURES
Where Tatiana Marques Jewelry participates in an applicable consumer ADR process, it will cooperate in accordance with the applicable legal requirements and procedural rules.
This may include providing relevant information and documentation reasonably required to assess the dispute.
Any personal data disclosed in that context will be handled according to applicable law and the Tatiana Marques Jewelry Privacy Policy.
24. TECHNICAL EXPERTISE
Certain jewelry disputes may require technical assessment of matters such as:
metal composition;
gemstone condition;
setting integrity;
workmanship;
previous repairs;
wear;
impact damage;
or another technical characteristic.
Where relevant, the parties or dispute resolution entity may consider appropriate technical evidence.
A general disagreement concerning appearance does not necessarily establish a technical defect or lack of conformity.
25. RECORDS AND EVIDENCE
Tatiana Marques Jewelry may retain relevant project and service documentation for legitimate contractual, technical, regulatory and legal purposes.
Depending on the case, records may include:
photographs;
weights;
measurements;
approved designs;
proposals;
invoices;
payments;
written instructions;
repair records;
client material records;
and correspondence.
Such records may be relied upon where relevant to the resolution of a complaint or dispute.
26. RESPECTFUL COMMUNICATION
Tatiana Marques Jewelry aims to treat complaints professionally, even where there is disagreement.
Customers are likewise expected to communicate without threats, harassment or abusive behaviour.
Where communication becomes abusive or persistently inappropriate, Tatiana Marques Jewelry may require further communication to take place in writing.
This does not remove the customer's right to complain, exercise consumer rights or use an appropriate dispute resolution mechanism.
27. NO RETALIATION FOR A LEGITIMATE COMPLAINT
Submitting a legitimate complaint does not affect a customer's entitlement to the consumer rights available under applicable law.
Tatiana Marques Jewelry will not deny a statutory right merely because a customer has made a complaint.
At the same time, the existence of a complaint does not automatically establish liability or extinguish contractual obligations unrelated to the issue complained of.
28. APPLICABLE LAW
Complaints and consumer disputes involving Tatiana Marques Jewelry are governed by applicable Portuguese and European Union law, without prejudice to mandatory consumer protections that may apply to consumers resident in another jurisdiction.
Further information concerning governing law and jurisdiction is available in the Terms & Conditions.
29. RELATED POLICIES
This page should be read together with:
Terms & Conditions
Returns, Cancellations & Consumer Rights Policy
Shipping & Delivery Policy
Privacy Policy
Contact Information
Legal Notice
Information concerning the care and technical characteristics of jewelry is also available in the Jewelry Care & Maintenance and Jewelry Certification & Hallmarking pages.
30. CONTACT
For complaints or questions concerning dispute resolution, please contact:
Tatiana Marques Jewelry
Operated by Fairies Ceremony Unipessoal Lda.
Email: geral@tatianamarquesjewelry.com
Telephone / WhatsApp: +351 966 690 768
Website: www.tatianamarquesjewelry.com