Terms of service

Terms of Service

Last updated: 19 July 2026

1. Introduction

These Terms of Service govern the purchase of jewelry and the provision of services by Tatiana Marques Jewelry, including:

ready-to-ship jewelry;
one-of-a-kind jewelry;
made-to-order jewelry;
bespoke jewelry;
jewelry transformations;
repairs;
restorations;
maintenance;
technical assessments;
customer-supplied materials; and
related after-sales services.

These Terms also govern the use of the Tatiana Marques Jewelry website and any order placed through another distance-selling channel, including email, online forms or WhatsApp.

Nothing in these Terms limits any mandatory consumer rights.

2. Business identification

Tatiana Marques Jewelry is a commercial brand operated by:

Fairies Ceremony - Unipessoal Lda.

Portuguese company and tax identification number: 515 901 245

Share capital: EUR 500.00

Registered office:

Rua da Carreira de Tiro, Bateria 200
Caixa Postal 247
6200-349 Covilhã
Portugal

Email: geral@tatianamarquesjewelry.com

Telephone and WhatsApp: +351 966 690 768

Fairies Ceremony - Unipessoal Lda. carries out jewelry-manufacturing activity as an Industrial de Ourivesaria and sells jewelry through its applicable distance-selling activity under the Portuguese precious-metals regulatory framework.

3. Private studio and appointments

In-person consultations, deliveries and collections are available by prior appointment only.

For privacy and security reasons, the private studio address is not publicly disclosed. It is communicated individually after the appointment has been confirmed.

The registered office stated above does not necessarily correspond to the studio, production location, storage location, return address or place where customer jewelry and materials are received.

Customers must not send jewelry, precious metals, gemstones, pearls, repairs, returns or other valuable materials to the registered office or any other address without prior written instructions.

4. Acceptance of these Terms

By placing an order, approving a quotation, paying a Design Development Fee, approving an Order Approval Form or otherwise commissioning a service, the customer confirms that they:

have read these Terms;
have had the opportunity to ask questions;
accept the policies relevant to the order; and
have provided accurate information.

These Terms should be read together with the:

Return and Refund Policy;
Privacy Policy;
Shipping Policy;
Contact Information;
Legal Notice; and
any quotation, design approval, intake form or service order issued for the specific project.

Where a specific written quotation or Order Approval Form expressly differs from these general Terms, the specific written condition will apply to that project, provided that it does not unlawfully restrict mandatory consumer rights.

5. Definitions

For these Terms:

Ready-to-ship jewelry

A jewel that has already been manufactured and is available for purchase without further individual production.

One-of-a-kind jewelry

An individual physical jewel created as a unique piece.

Made-to-order jewelry

A jewel manufactured after the order, generally based on an existing Tatiana Marques Jewelry design and possibly adapted in size, metal, gemstone, color or finish.

Bespoke jewelry

An original jewel designed or substantially adapted according to the individual customer’s specifications.

Service

A design, consultation, assessment, repair, restoration, resizing, transformation, maintenance or other technical intervention.

Consumer

A natural person acting for purposes outside their commercial, industrial, craft or professional activity.

Customer-supplied materials

Jewelry, gold, other precious metals, gemstones, pearls, findings or other materials supplied by the customer for inspection, repair, transformation or reuse.

6. Legal capacity

The customer confirms that they are legally capable of entering into a contract.

A person ordering on behalf of another individual, company or organization confirms that they are authorized to do so.

Orders intended for a minor must be placed by an adult with legal capacity.

7. Original language

These Terms were originally drafted in English.

Portuguese and Spanish translations may be provided to make the information accessible to customers in the relevant markets.

In the event of ambiguity or inconsistency between translations, the English version will serve as the original drafting reference.

This rule does not restrict:

mandatory consumer rights;
mandatory pre-contractual information requirements;
the application of the law of the customer’s country where required; or
any interpretation that must legally be more favorable to the consumer.

8. Product information

The essential characteristics of a jewel or service are described on the relevant:

product page;
quotation;
invoice;
design approval;
service order; or
accompanying documentation.

The information may include:

precious metal;
fineness;
metal color;
approximate weight;
dimensions;
ring size;
gemstones;
pearls;
finish;
engraving;
production status;
estimated production time; and
delivery arrangements.

Where a description refers to an approximate dimension or weight, a reasonable handmade-production tolerance may apply.

9. Images, drawings and renderings

Photographs, sketches, drawings and digital renderings are intended to represent the jewel as faithfully as reasonably possible.

However:

screen settings may affect color;
lighting may affect the appearance of metal and gemstones;
scale may appear differently on a screen;
a rendering is not an exact photograph of the finished jewel; and
handmade production may result in small natural variations.

No material or gemstone approved by the customer will be replaced by a materially different alternative without prior communication and approval, except where immediate action is reasonably necessary to protect customer property and it is not possible to obtain instructions in time.

10. Handmade character and natural variations

Tatiana Marques Jewelry creates jewelry through artisanal and specialist production methods.

A handmade jewel may display small variations in:

weight;
dimensions;
engraved lines;
surface texture;
finish;
symmetry;
stone positioning;
soldering;
tonal appearance; and
other handmade details.

These characteristics are part of handmade production and do not constitute a lack of conformity where the essential approved design, quality, materials and functionality remain unchanged.

11. Natural gemstones and pearls

Natural gemstones and pearls are not completely uniform.

They may naturally vary in:

color;
tone;
shape;
luster;
surface;
transparency;
pattern;
inclusions; and
internal characteristics.

These natural characteristics are not defects unless the material materially differs from what was described or approved.

Where a specific gemstone or pearl has been individually selected and approved, that specific material will be used unless an unforeseen technical issue makes its use unsafe or impossible.

No materially different substitute will be used without the customer’s approval.

12. No replicas or copies of third-party jewelry

Tatiana Marques Jewelry does not create:

replicas;
copies;
reproductions;
counterfeits; or
substantially identical versions

of jewelry designed or produced by another person, jeweler, designer or brand.

Photographs, links, screenshots, sketches, physical jewelry and other references supplied by a customer may be used only to understand preferences such as:

style;
proportions;
materials;
color;
symbolism;
texture;
setting style; or
general visual direction.

References will not be treated as instructions to reproduce another creator’s work.

Every bespoke jewel created by Tatiana Marques Jewelry must have its own identity, composition and creative expression. The final design may therefore differ substantially from references supplied by the customer.

Tatiana Marques Jewelry may refuse any request that may infringe copyright, design rights, trademarks, intellectual-property rights or another creator’s authorship.

By providing an image or other material, the customer confirms that they are entitled to provide it and accepts that it will be treated as inspiration only, unless it is the customer’s own original work and a different use has been expressly agreed in writing.

13. Intellectual property

All rights relating to Tatiana Marques Jewelry content remain with Fairies Ceremony - Unipessoal Lda. or the relevant authorized owner.

This includes:

jewelry designs;
sketches;
technical drawings;
renderings;
prototypes;
models;
photographs;
videos;
written content;
collection names;
logos;
packaging;
website graphics; and
marketing materials.

Purchasing a physical jewel does not transfer copyright, design rights or other intellectual-property rights in the design.

Unless expressly agreed in writing, the customer may not:

supply the design to another jeweler or manufacturer;
request a replica from another professional;
commercially reproduce the design;
distribute technical drawings;
authorize production by a third party; or
commercially exploit the design itself.

14. Orders placed through the website

To place an online order, the customer selects a product, provides the necessary information, chooses an available payment method and confirms the order.

An automatic acknowledgment confirms that the order has been received.

It does not prevent verification of:

availability;
payment validity;
pricing accuracy;
shipping feasibility;
legal restrictions;
suspected fraud;
product information; or
technical production requirements.

If an order cannot be accepted, the customer will be informed and any amount that should not remain payable will be refunded.

15. One-of-a-kind jewelry and simultaneous orders

A one-of-a-kind jewel may be presented through more than one sales channel.

If the same physical jewel is purchased almost simultaneously by different customers, priority will be given to the first order for which payment is successfully validated.

Any later payment for the unavailable jewel will be refunded in full.

16. Formation of bespoke and service contracts

For bespoke projects, repairs, transformations and other services, the contract is formed through the combination of:

the accepted quotation;
the applicable intake or approval documentation;
these Terms; and
receipt of the required payment.

An informal conversation, preliminary estimate or initial design discussion does not by itself constitute authorization to begin production.

17. Prices and VAT

Prices offered to consumers in Portugal and other European Union markets include VAT where legally applicable, unless clearly stated otherwise.

For destinations outside the European Union, import VAT, customs duties, local taxes and administrative charges may be payable by the recipient.

A bespoke or service quotation may take into account:

precious-metal quantity;
precious-metal price;
gemstones;
pearls;
labor;
engraving;
setting;
hallmarking;
specialist services;
transport;
security coverage;
urgency; and
taxes.

18. Quotation validity and precious-metal fluctuations

Each quotation is valid for the period stated in it.

After the validity period expires, the quotation may be revised before acceptance.

This is particularly relevant where there has been a change in:

the price of gold or another precious metal;
exchange rates;
gemstone availability;
supplier costs;
transport costs;
taxes; or
external specialist fees.

Payment within the quotation period secures the approved price, subject to any later customer-requested changes.

19. Payment methods

Available payment methods may include:

bank transfer;
MB Way;
payment cards;
Viva.com;
PayPal;
Klarna;
Cofidis, when available; and
other methods displayed at checkout or stated in the quotation.

The price presented by Tatiana Marques Jewelry does not increase solely because the customer chooses one of the payment methods made available by Tatiana Marques Jewelry.

A financing or installment-payment provider may apply its own contractual conditions, interest or charges. These must be disclosed by that provider.

20. Financing and installment payments

Klarna, Cofidis or another provider may offer installment payments or consumer credit.

Any financing agreement is entered into between the customer and the relevant provider and is subject to that provider’s:

eligibility criteria;
credit assessment;
approval;
limits;
payment schedule;
interest;
charges; and
terms.

Tatiana Marques Jewelry does not control or guarantee approval of financing.

A financing refusal does not oblige Tatiana Marques Jewelry to begin production without receiving the required payment.

21. Failed, pending or reversed payments

An order is not considered fully confirmed while payment is:

pending;
rejected;
reversed;
unverified; or
under a chargeback or fraud investigation.

Tatiana Marques Jewelry may suspend:

ordering of materials;
design release;
production;
dispatch;
delivery; or
return of completed work

while an amount remains lawfully unpaid.

22. Design Development Fee

Unless a different amount is agreed in writing before the service begins, bespoke design projects are subject to a Design Development Fee of EUR 350.

The Design Development Fee must be paid before design-development work begins.

The fee compensates the professional service involved in:

consultation;
research;
creative development;
design proposals;
revisions;
technical consideration; and
preparation of the production quotation.

23. What the Design Development Fee includes

Unless expressly agreed otherwise, the Design Development Fee includes:

initial review of the request;
one initial consultation;
up to three design proposals;
selection of one proposal;
up to two revision rounds on the selected proposal;
preparation of the final design direction; and
preparation of the production quotation.

A project requiring a substantially different process may be subject to specific written conditions.

24. Meaning of a revision round

A revision round is one consolidated set of comments and changes communicated by the customer at one time.

For example, a request submitted together to:

reduce the leaf size;
increase the pearl size; and
alter the length

constitutes one revision round.

Separate requests communicated later may constitute additional rounds.

25. Additional design work

An additional charge may apply to:

more than three initial proposals;
more than two revision rounds;
a complete change of concept;
returning to a previously rejected proposal;
proposals required because of a substantial budget change;
changes requested after final approval;
extensive technical presentation work; or
work falling outside the agreed design brief.

The customer will be informed before chargeable additional work begins.

26. Deduction of the Design Development Fee

If the customer approves the project and commissions production within the validity period of the production quotation, the Design Development Fee is deducted in full from the final price of the jewel.

If the customer decides not to proceed, the fee remains payable for the design service already provided, subject to any mandatory right of withdrawal.

27. Starting the design service during the withdrawal period

Where a design service is contracted at a distance and the customer wants it to begin before the statutory withdrawal period has expired, the customer will be asked to make an express request in a durable medium.

The request may state:

I expressly request that the design-development service begin before the end of the statutory withdrawal period. I understand that, if I withdraw after the service has begun, I may be required to pay an amount proportionate to the service already provided. I also acknowledge that, once the service has been fully performed with my prior express consent, I may lose the right to withdraw from the completed service.

28. Production quotation

After the design direction has been established, the customer receives a production quotation.

The quotation may specify:

metal;
fineness;
approximate metal quantity;
gemstone or pearl specifications;
dimensions;
finish;
setting;
engraving;
external services;
estimated production time;
delivery;
VAT or other taxes; and
price validity.

29. Final approval

Before production begins, the customer must approve the final design and all relevant specifications in writing.

The approval may include:

design version;
metal;
fineness;
metal color;
dimensions;
ring size;
gemstone;
pearl;
engraving;
finish;
intended use;
customer-supplied materials;
treatment of recoverable leftovers;
estimated production period;
event date;
services included; and
services not included.

The customer is responsible for reviewing the approval carefully.

30. Payment before production

After final design approval, the Design Development Fee is deducted from the production price.

The customer must pay 100% of the remaining balance before final materials are ordered and before production begins.

A project is not released for production on the basis of:

an informal promise to pay;
an incomplete payment not previously agreed;
an unverified transfer;
a pending financing application; or
a payment receipt that has not been confirmed.

31. Customer-provided measurements

The customer is responsible for the accuracy of measurements and sizes supplied without:

an in-person measurement; or
use of a measuring method recommended by Tatiana Marques Jewelry.

Where a jewel is correctly produced according to the size supplied or approved by the customer, a later resizing may be treated as a new, chargeable service.

Where the incorrect size results from an error by Tatiana Marques Jewelry, the correction will be handled in accordance with applicable law.

32. Engraving approval

The customer is responsible for confirming:

spelling;
names;
dates;
initials;
capitalization;
punctuation;
symbols;
orientation; and
layout

before engraving begins.

Where an engraving has been produced according to the information expressly approved by the customer, a later correction is treated as a new service unless another legal remedy applies.

33. Minor technical adjustments

Tatiana Marques Jewelry may make minor technical adjustments reasonably necessary for:

structural safety;
wearability;
comfort;
stone security;
hallmarking;
manufacturing;
durability; or
compliance with technical requirements.

A technical adjustment that would materially change the identity or essential appearance of the approved design requires customer approval.

34. Customer-requested changes after approval

A change requested after final approval may require:

additional design work;
new materials;
replacement of work already completed;
additional labor;
a revised price; and
a revised production date.

Materials specifically ordered and production already completed may not be reusable or refundable.

No chargeable change will be carried out without customer approval.

35. Client Materials Intake and Protection Form

Jewelry, gold, gemstones, pearls and other customer-supplied materials will be registered through a Client Materials Intake and Protection Form.

The record may include:

customer identification;
date;
project or case number;
description;
photographs;
video;
gross weight;
visible marks;
stones and components;
apparent condition;
visible damage;
requested work; and
instructions concerning recoverable leftovers.

36. Ownership of customer-supplied materials

The customer confirms that they legally own the supplied materials or are duly authorized by the owner to deliver them and request the agreed work.

Tatiana Marques Jewelry may refuse materials where there is a reasonable concern about:

ownership;
origin;
authenticity;
legality; or
safety.

37. Recording the weight

Whenever reasonably possible, the weighing process will be recorded on video showing:

the scale at zero;
placement of the materials;
the displayed weight; and
identification of the relevant project.

The recorded weight is a gross weight.

It may include:

gemstones;
pearls;
solder;
springs;
mechanisms;
steel;
ordinary metal;
filling; and
other non-reusable materials.

38. Visual inspection of marks

Inspection through a loupe or microscope is a preliminary visual examination only.

The existence, absence or appearance of a mark does not by itself certify:

authenticity;
precious-metal fineness;
uniform composition;
the composition of solder;
the absence of filling; or
the composition of every part of the jewel.

39. Official assay and metal identification

Where composition or fineness cannot be reliably established, Tatiana Marques Jewelry may recommend:

official assay;
laboratory identification;
verification of marks; or
another appropriate test

through the Portuguese Assay Office or another technically competent entity.

This is a separate service subject to quotation.

The quotation may include:

official fees;
preparation;
secure transport;
administrative handling; and
collection.

40. Gemological and commercial valuation

Tatiana Marques Jewelry does not directly issue certified gemological or commercial valuations.

Where requested, a service may be coordinated through an independent qualified partner and quoted separately.

The following are separate services:

precious-metal identification;
gemological identification;
gemstone certification;
commercial valuation; and
insurance valuation.

41. Reuse of customer gold

The gross weight originally received will not necessarily correspond to:

the weight of recoverable gold;
the amount incorporated into the new jewel; or
the final weight of the new jewel.

Transformation may involve:

removing gemstones;
removing incompatible components;
removing unsuitable solder;
refining;
melting losses;
sawing;
filing;
polishing;
adjusting the alloy; and
adding new precious metal.

Tatiana Marques Jewelry will use the quantity of metal that is technically recoverable and suitable for the approved project.

It is not technically possible to guarantee that every physical particle of the originally supplied metal will remain in the finished jewel.

42. Addition of new precious metal

New metal may need to be added to achieve:

the required fineness;
the intended color;
structural strength;
sufficient volume;
safe stone setting; or
the approved design.

Any additional material cost not already included in the quotation requires customer approval.

43. Recoverable leftovers

The intended treatment of recoverable leftovers will be stated in the intake documentation or final approval.

Options may include:

return to the customer;
use in a later project;
refining;
retention for an agreed purpose; or
another written arrangement.

Microscopic polishing residue, dust, unrecoverable filing residue and normal process losses that cannot reasonably be separated and individually returned are not treated as returnable leftovers.

44. No automatic purchase of customer gold

Unless a separate written agreement states otherwise, customer-supplied jewelry, gold and other materials are received for:

custody;
inspection;
repair;
transformation; or
incorporation into a new jewel.

They are not automatically purchased by Tatiana Marques Jewelry and do not automatically become payment for the project.

Any acquisition or credit based on the metal value requires a separate written agreement and compliance with the applicable legal requirements.

45. Customer-supplied gemstones and pearls

Old, removed or undocumented stones and pearls may contain:

fractures;
treatments;
internal tension;
glue;
filling;
previous damage;
structural weakness; or
other conditions not visible during an external inspection.

Dismantling, cleaning, heating, resetting or routine handling may reveal a pre-existing defect.

Reuse is subject to technical suitability and safety.

Where a material risk is identified, the customer will be informed whenever reasonably possible before proceeding.

46. Replacement of customer-supplied stones

If a customer-supplied gemstone or pearl cannot safely be reused, replacement is subject to a separate quotation.

A natural replacement cannot be guaranteed to be absolutely identical in:

color;
shape;
transparency;
luster;
inclusions;
pattern; or
surface.

47. Custody of customer materials

Tatiana Marques Jewelry will take reasonable measures appropriate to the nature and value of customer materials while they are in its custody.

Any responsibility for loss or damage will be assessed under applicable law and the particular circumstances, including:

the condition of the material;
pre-existing defects;
documented intake information;
communicated technical risks; and
whether appropriate professional care was exercised.

48. Scope of repair and maintenance services

A repair or maintenance quotation covers only the work expressly described and approved.

The purchase of one service does not automatically include another service.

For example, a cleaning service does not automatically include:

polishing;
rhodium plating;
repair;
stone tightening;
resizing; or
replacement of components.

49. Cleaning

Cleaning means removing dirt, grease and residue through methods considered appropriate for the visible materials in the jewel.

Cleaning does not automatically include:

polishing;
removal of scratches;
rhodium plating;
repair;
stone tightening;
restringing; or
replacement of components.

50. Polishing

Polishing is a controlled abrasive process intended to reduce surface marks and restore shine to metal.

Polishing removes a small quantity of metal.

It may not completely remove:

deep scratches;
dents;
porosity;
deformation;
previous poor repairs; or
structural damage.

Repeated polishing may gradually soften edges, textures and engraving.

51. Matte, satin and textured finishes

A matte, satin or textured finish is created or renewed through controlled surface treatment.

Renewing a finish may affect:

existing marks;
edges;
engraved details; and
the appearance of nearby polished surfaces.

A finish exposed to regular friction changes naturally over time.

52. Rhodium plating

Rhodium plating involves preparing a compatible metal surface and applying a rhodium coating.

Rhodium is a surface finish subject to wear.

Its duration depends on factors including:

frequency of use;
type of jewel;
friction;
skin chemistry;
cosmetics;
chemicals; and
the previous surface condition.

Routine rhodium renewal is maintenance and does not, by itself, indicate a manufacturing defect.

53. Ring resizing

Ring resizing means increasing or reducing the internal circumference of a ring.

Depending on the jewel, resizing may require:

cutting;
adding or removing metal;
soldering;
reshaping;
filing;
polishing;
renewing the finish; and
checking nearby stone settings.

Resizing does not simply mean squeezing or stretching the ring.

Some designs cannot safely be resized or can only be resized within a limited range.

54. Repair

A repair is an intervention intended to restore the function or stability of the area identified in the quotation.

It does not automatically include:

a complete rebuild;
full cosmetic restoration;
correction of unrelated damage; or
intervention on components not included in the quotation.

55. Restoration

A restoration is a more extensive intervention intended to recover, as far as technically reasonable, the structure, function or appearance of an old or damaged jewel.

A restoration may not return a jewel to its exact original condition.

The age, composition, previous repairs and fragility of the materials may limit the achievable result.

56. Stone inspection and tightening

Stone inspection involves visually checking a setting and, where agreed, adjusting:

claws;
bezels;
channels; or
other setting elements.

An inspection or tightening service does not guarantee:

that the stone has no internal damage;
that the setting can never loosen;
that future impact will not cause loss; or
that unrelated areas of the jewel have no defects.

57. Stone or pearl replacement

A replacement gemstone or pearl will be selected to correspond as closely as reasonably possible to the agreed characteristics.

Natural materials cannot be guaranteed to match another gemstone or pearl exactly.

58. Engraving services

Engraving means applying the wording, date, initials, symbol or design approved by the customer.

Tatiana Marques Jewelry may use:

hand engraving;
mechanical engraving;
laser engraving; or
another appropriate method,

depending on the project and what has been agreed.

59. Soldering

Soldering joins metal components.

The result may be affected by:

previous solder;
unknown alloys;
plating;
filling;
internal mechanisms;
heat-sensitive gemstones; or
earlier repairs.

60. Replacement of findings and components

Replacement of a clasp, earring back, jump ring, chain section, pin or another finding covers only the component described in the quotation.

It does not automatically include reinforcement or rebuilding of the complete jewel.

61. Preliminary technical inspection

An initial quotation is based on the condition reasonably visible before intervention.

Cleaning, dismantling, heating, polishing or removing gemstones may reveal hidden problems that could not reasonably have been identified initially.

62. Technical Assessment Fee

Complex repairs, restorations and transformations may require:

detailed inspection;
limited dismantling;
technical testing;
photographs;
research; or
development of a repair strategy.

A Technical Assessment Fee may be quoted before this work begins.

If the customer commissions the proposed work within the stated validity period, the fee will normally be deducted from the final service price.

If the customer does not proceed, the fee remains payable for the professional assessment already completed.

63. Hidden defects and additional work

If a hidden defect or unexpected technical risk is discovered, the work will be paused whenever reasonably possible.

The customer will be contacted before additional chargeable work is carried out.

Where immediately stopping would create a greater risk of loss or damage, Tatiana Marques Jewelry may take the minimum reasonable protective action before obtaining further instructions.

64. Pre-existing risks

Older, transformed or previously repaired jewelry may contain:

incompatible solder;
weakened metal;
cracks;
porosity;
filling;
glue;
treated gemstones;
internal tension;
non-precious components; or
concealed damage.

Tatiana Marques Jewelry is not responsible for damage caused exclusively by a pre-existing defect or an unavoidable technical risk properly communicated to the customer, unless the damage results from failure to exercise appropriate professional care.

65. Specialist partners

Certain services may be entrusted to specialist partners, including:

stone setters;
lapidaries;
engravers;
gemological laboratories;
valuers;
refiners;
precious-metal laboratories; and
the Portuguese Assay Office.

Tatiana Marques Jewelry remains responsible for coordinating the service contracted with the customer.

66. Payment for repairs and services

After a repair, maintenance or restoration quotation has been approved, the service must be paid in full before work begins, unless another arrangement is confirmed in writing.

No additional service or material will be charged without authorization.

67. Estimated production and service times

Production and service times are estimated individually according to factors including:

complexity;
material availability;
external specialists;
gemstone cutting;
setting;
engraving;
hallmarking;
current workload;
customs; and
transport.

The period normally begins only after all necessary:

approvals;
information;
measurements;
materials; and
payments

have been received.

68. Weddings and fixed events

The customer must disclose the date of a wedding, ceremony or other fixed event before accepting the quotation.

A date is contractually essential only if Tatiana Marques Jewelry has expressly accepted it in writing.

The customer may be advised to plan delivery before the event to allow time for inspection and any necessary adjustment.

69. Urgent services

Urgent work is subject to availability and written acceptance.

An additional urgent-service charge may be quoted to cover:

priority scheduling;
rearrangement of existing work;
express material orders;
special transport; or
additional external-service costs.

Acceptance of urgent work does not make Tatiana Marques Jewelry responsible for a delay caused by:

suppliers;
carriers;
customs;
the Portuguese Assay Office;
a financing provider;
an authority; or
another event outside reasonable control.

70. Delivery and shipping

Shipping and delivery are governed by the Shipping Policy.

The carrier and service are selected according to:

destination;
value;
type of jewel;
tracking;
signature requirements;
applicable coverage;
customs requirements; and
carrier restrictions.

Customers must not independently return high-value jewelry or customer materials without first receiving written instructions.

71. Transfer of risk

Where Tatiana Marques Jewelry arranges the carrier, the risk of loss or damage normally transfers when the customer, or a third party designated by the customer other than the carrier, obtains physical possession of the parcel.

Where the customer independently appoints a carrier not proposed by Tatiana Marques Jewelry, different statutory risk rules may apply.

72. Returns and right of withdrawal

Returns, refunds and the statutory right of withdrawal are governed by the Return and Refund Policy.

In particular, the ordinary right of withdrawal generally does not apply to goods:

made according to the customer’s specifications; or
clearly personalized.

This may include bespoke, engraved, individually altered or customer-material jewelry, depending on the circumstances.

This exclusion does not affect rights relating to lack of conformity.

73. Voluntary cancellation of bespoke work

Where no statutory withdrawal right applies, a request to cancel bespoke or personalized work will be considered individually.

Any voluntary refund may take account of:

design work performed;
materials specifically ordered;
precious metal prepared;
gemstones or pearls purchased;
external specialist fees;
irreversible production;
administrative costs; and
other non-recoverable costs.

A voluntary cancellation is not effective until confirmed in writing.

74. Legal guarantee and conformity rights

For consumer sales governed by Portuguese law, Tatiana Marques Jewelry is responsible for a lack of conformity that becomes apparent within the legally applicable period, currently generally three years from delivery of a new movable product.

Mandatory consumer rights applicable in another country remain unaffected where legally applicable.

75. Presumption of pre-existing lack of conformity

Under Portuguese consumer law, a lack of conformity that becomes apparent within two years of delivery is generally presumed to have existed at delivery, unless that presumption is incompatible with the nature of the jewel or the nature of the problem.

76. Meaning of lack of conformity

A jewel may lack conformity where, for example, it:

does not correspond to the agreed description;
does not possess the agreed characteristics;
is not fit for an expressly accepted purpose;
does not possess the durability and quality reasonably expected; or
contains a manufacturing defect.

77. Consumer remedies

Depending on the circumstances and applicable law, the consumer may be entitled to:

repair;
replacement;
a proportionate reduction in price; or
termination of the sales contract.

The appropriate remedy depends on factors including:

technical possibility;
proportionality;
seriousness of the problem;
value of the jewel;
unique character of the design; and
inconvenience to the consumer.

78. Unique and bespoke jewelry under the legal guarantee

The unique or handmade character of a jewel does not remove statutory conformity rights.

However, replacing a unique jewel with an absolutely identical physical object may be impossible.

Where replacement is impossible or disproportionate, another appropriate legal remedy will be considered.

79. Repair or replacement period

Where repair or replacement is the appropriate legal remedy, it will be completed:

free of charge;
within a reasonable period; and
without serious inconvenience to the consumer.

Under Portuguese law, repair or replacement generally should not exceed 30 days, unless the nature and complexity of the jewel, seriousness of the issue or effort required justifies a longer period.

80. Reporting a conformity concern

The customer should provide:

order or invoice details;
a description of the issue;
photographs or video where useful; and
the date on which the issue was identified.

The jewel may need to be physically inspected before the appropriate remedy can be determined.

81. Normal wear and maintenance

The following do not automatically constitute a lack of conformity:

normal surface scratches;
dents;
impact deformation;
chain stretching caused by use;
wear of claws or settings;
gradual wear of rhodium or plating;
damage from chemicals;
damage from incorrect storage;
alteration in body or ring size;
accidental breakage;
loss caused by impact;
failure to carry out reasonable maintenance;
natural variations previously disclosed; or
damage caused by a third-party intervention.

This does not exclude an actual manufacturing defect.

82. Gemstone and pearl damage

Diamonds, gemstones and pearls can:

chip;
scratch;
fracture;
loosen;
discolor; or
otherwise become damaged.

Whether a problem is a lack of conformity, ordinary wear or accidental damage will be assessed according to the particular circumstances.

83. Third-party interventions

An unauthorized repair, resizing, polishing or alteration performed by another professional may make it difficult to identify the cause of a problem.

The customer should contact Tatiana Marques Jewelry before authorizing an external intervention whenever reasonably possible.

An external intervention does not automatically eliminate all statutory rights, but Tatiana Marques Jewelry is not responsible for damage caused by that intervention.

84. Paid assistance outside the legal guarantee

Where an issue is not covered as a lack of conformity, Tatiana Marques Jewelry may offer a paid maintenance or repair service.

A quotation will be provided before chargeable work begins.

85. Jewelry care

Fine jewelry is designed to last but is not indestructible.

Customers should follow the care guidance supplied with the jewel and avoid exposing it unnecessarily to:

impact;
exercise;
manual work;
chlorine;
salt water;
harsh chemicals;
perfume;
creams;
extreme heat; and
unsuitable cleaning methods.

Maintenance required through ordinary use is not automatically a manufacturing defect.

86. Storage after completion

Completed jewelry and customer materials will be stored free of charge for 60 days after written notification that they are ready for collection or dispatch.

The customer is responsible for maintaining accurate contact information and arranging collection or delivery.

87. Storage and security fee

Where the fee has been disclosed in the relevant quotation, Service Order or approval documentation, a storage and security fee of EUR 15 per month or part of a month may apply after the initial 60-day free period.

The fee reflects continued storage, administration, security and responsibility for the property.

88. Long-term non-collection

Where jewelry or customer materials remain uncollected for an extended period, Tatiana Marques Jewelry may:

send reminders;
issue a formal notice;
request payment of lawful outstanding charges;
require collection within an additional period; and
use the legally appropriate procedure to resolve the situation.

After 12 months, a formal notice may be issued granting an additional period for collection or agreed delivery.

Failure to collect does not automatically transfer ownership of the property to Tatiana Marques Jewelry.

The jewel, gold, gemstones or other materials will not be sold, melted or appropriated solely because the customer has failed to collect them.

89. Right to retain goods where payment is due

Delivery or return of completed work may be withheld while lawful amounts directly connected with the relevant service remain unpaid, subject to applicable law.

This does not permit Tatiana Marques Jewelry to dispose of the customer’s property without a lawful basis.

90. Refusal or cancellation by Tatiana Marques Jewelry

Tatiana Marques Jewelry may refuse, suspend or cancel an order or service where there is:

technical impossibility;
permanent unavailability of an essential material;
a manifest pricing error;
reasonable suspicion of fraud;
an unlawful request;
a request to copy another creator’s jewelry;
lack of required payment;
failure to provide necessary information;
abusive or threatening conduct;
a serious safety concern; or
a serious breakdown in the professional relationship.

Where cancellation is not attributable to the customer, amounts paid for unperformed work and unused materials will be refunded as appropriate.

91. Fraud prevention and verification

High-value orders may be subject to reasonable identity, address, payment or fraud-prevention checks.

Tatiana Marques Jewelry may request additional information where reasonably necessary to:

protect the customer;
protect the business;
prevent fraud;
comply with payment-provider requirements; or
meet a legal obligation.

Only information reasonably necessary for the purpose will be requested.

92. Prohibited use of the website

The customer must not use the website or services to:

commit fraud;
infringe intellectual property;
submit unlawful material;
introduce malicious software;
attempt unauthorized access;
interfere with website operation;
impersonate another person;
provide deliberately false information; or
engage in threatening or abusive behavior.

93. Accuracy of customer information

The customer is responsible for providing accurate:

identification;
contact information;
billing information;
delivery details;
measurements;
engraving text;
event dates;
ownership declarations; and
project instructions.

Tatiana Marques Jewelry is not responsible for a problem caused exclusively by incorrect information supplied and approved by the customer, without prejudice to mandatory legal rights.

94. Communications

Contractual communications may be made through:

email;
an online form;
WhatsApp;
a signed document; or
another agreed written method.

The customer should retain quotations, approvals and other contractual communications.

The customer is responsible for checking messages and maintaining current contact information.

95. Privacy

Personal data is processed in accordance with the Privacy Policy.

Information may be shared with specialist partners and service providers only where reasonably necessary for:

the project;
payment;
transport;
hallmarking;
security;
legal compliance; or
another lawful purpose.

96. Confidentiality of the private studio

The private studio location is shared for legitimate appointments and deliveries only.

Customers and visitors must not publish, distribute or use the private address for an unauthorized purpose where doing so could create a security or privacy risk.

This does not restrict lawful disclosure to an authority, legal adviser or other person with a legitimate need to know.

97. Publication of customer projects

Tatiana Marques Jewelry may retain private technical and photographic records for:

contractual evidence;
quality control;
authenticity;
traceability;
after-sales assistance;
legal compliance; and
protection of intellectual property.

Public use of:

the customer’s name;
private photographs;
identifiable personal story; or
another item requiring authorization

will depend on an appropriate legal basis, normally separate permission.

98. Events outside reasonable control

Tatiana Marques Jewelry is not responsible for a delay caused exclusively by an event outside its reasonable control, provided that reasonable steps are taken to reduce the consequences.

Such events may include:

supplier disruption;
transport interruption;
customs delay;
natural disaster;
widespread system failure;
strike;
war;
public-authority action;
serious illness; or
another exceptional event.

This clause does not remove rights that the law grants to the customer in the event of delay or non-performance.

99. Limitation of liability

Nothing in these Terms excludes or limits liability where exclusion or limitation is prohibited by law, including liability arising from:

fraud;
intentional misconduct;
gross negligence where legally applicable;
death or personal injury caused by negligence; or
mandatory consumer rights.

Tatiana Marques Jewelry is not responsible for indirect or unforeseeable losses that were not reasonably foreseeable when the contract was concluded, except where the law provides otherwise.

For a customer acting in a professional or business capacity, additional lawful limitations may apply under the specific contract.

100. Complaints

A customer may submit a complaint to:

geral@tatianamarquesjewelry.com

The complaint should preferably include:

customer name;
order or service reference;
description of the matter;
relevant photographs or documents; and
the requested outcome.

Tatiana Marques Jewelry will seek to review the complaint fairly and within a reasonable period.

101. Electronic Complaints Book

Consumers may use the Portuguese Electronic Complaints Book through the official link made available on the website.

Using the Electronic Complaints Book does not prevent the customer from contacting Tatiana Marques Jewelry directly.

102. Alternative dispute resolution

A consumer may use an authorized consumer Alternative Dispute Resolution body where applicable.

For disputes falling within its territorial and material competence, the following body may be relevant:

CNIACC — Centro Nacional de Informação e Arbitragem de Conflitos de Consumo

The customer may also consult the current official list of Portuguese consumer dispute-resolution bodies.

103. Cross-border disputes

A consumer resident in another European Union country may seek assistance through the European Consumer Centres Network or another competent national body.

The former European Online Dispute Resolution platform was discontinued and is not used as the current dispute-submission mechanism.

104. Applicable law

These Terms and contracts entered into with Fairies Ceremony - Unipessoal Lda. are governed by Portuguese law.

This choice does not deprive a consumer of mandatory protections that apply under the law of the country in which the consumer habitually resides where those protections cannot legally be excluded.

105. Competent courts

Where a dispute cannot be resolved amicably or through an applicable alternative procedure, jurisdiction will be determined under the applicable procedural and consumer-protection rules.

Nothing in these Terms requires a consumer to bring proceedings in a court that would unlawfully deprive them of mandatory jurisdictional rights.

106. Severability

If a provision of these Terms is found to be invalid or unenforceable, the remaining provisions remain in effect.

The invalid provision will be interpreted or replaced, where legally possible, in a way that most closely reflects its lawful purpose.

107. No waiver

Failure to enforce a provision immediately does not mean that the right to enforce it later has been waived.

A waiver is effective only where clearly expressed.

108. Changes to these Terms

These Terms may be updated where:

services change;
business processes change;
technology changes;
legal requirements change; or
new markets are activated.

The version applicable to an order is normally the version made available and accepted when the contract is concluded.

The “Last updated” date will identify the current version.

109. Contact

Questions about these Terms may be sent to:

Tatiana Marques Jewelry
Operated by Fairies Ceremony - Unipessoal Lda.