Collection: Frequently Asked Questions

How long will it take for my order to be delivered?

Deliveries to mainland Portugal take, on average, between 2 and 5 working days. For the Islands, the delivery time may be slightly longer.

Can I exchange or return an item?

Yes! You have up to 14 days after receiving your order to return it. The item must be in the same condition as when it was sent, with no signs of use, and in its original packaging.

Are there items that I cannot return?

Yes. For hygiene reasons, costume jewellery ( such as earrings or items in direct contact with the skin ) cannot be returned if the packaging has been opened. If the item is sealed and defective, we will of course accept the return.

What payment methods do you accept?

You can pay with Credit Card, MB Way, PayPal and Multibanco Reference. All methods are 100% secure.

Can I change or cancel my order?

If it hasn't been sent yet, you can! Contact us as soon as possible at brands@castilhoconceptstore.pt.

How do I know if my order has been shipped?

Once your order has been processed and shipped, you will receive an email with confirmation and a tracking number.

Can I request gift wrapping?

Yes! Just leave a note at checkout or send us an email right after purchase. We love to prepare everything with attention to detail!

Do you have a physical store?

Yes! You can visit us at Av. de Roma 15, store 21, Lisbon (Centro Acqua Roma). We will be delighted to welcome you!

Do you still have questions?

We are always available to help. Send an email to brands@castilhoconceptstore.pt and we will respond as soon as possible.

Can I request an invoice with a NIF?

Yes, of course! You can enter your NIF at checkout, in the billing information field. If you forget it, just send an email with the details after purchase.

How does the CASTILHO Gift Card work?

The Gift Card is digital and can be used in the online store. It has no expiration date and can be sent directly to the person you want to give it to. Note: it is non-refundable and must be used on purchases of equal or greater value.

Is my data safe?

Yes. We use security protocols (SSL) and all data is processed in accordance with the General Data Protection Regulation (GDPR). Your privacy is a priority.

My order arrived damaged. What do I do?

We apologize! Please send us an email with photos of the item and packaging to brands@castilhoconceptstore.pt. We will try to resolve the issue as quickly as possible.

 Are the articles always available?

We try to keep stock up to date, but in cases of shortage or inventory error, we will notify you and refund the corresponding amount or offer an alternative.

Do you ship outside of Portugal?

We currently only ship to mainland Portugal and the islands. We may soon be expanding to other countries — follow us on social media for updates!