FAQs
Returns
How much time do I have to return or exchange a product?
In accordance with applicable legislation, you may exercise your right of free resolution within 14 calendar days (including weekends and holidays) from the date of delivery. Exchanges may also be made in-store for any item of equal or greater value.
Under what conditions can a return be accepted?
To ensure we can accept your return, the piece must be sent back in the same condition as received, accompanied by its warranty certificate, original packaging, manuals, and any accessories. For reasons of exclusivity, we cannot accept returns of items that show signs of wear or misuse, nor of personalized creations made to the client’s specifications.
Who is responsible for the cost of the return?
The costs associated with the return shipment under the right of free resolution will be supported by the client.
How will my refund be processed, and within what timeframe?
Once our specialists have carefully verified the returned piece and confirmed it complies with the conditions above, we will proceed with the refund. The amount will be returned to you, through the same payment method used in your original purchase, within a maximum period of 30 days.
Shipping
Which countries do you ship to?
We ship worldwide. If your country is not listed in the available options at checkout, please contact our Customer Support team, who will be happy to assist you.
Do I have to pay any extra fees or taxes?
Shipments to countries outside the European Union may be subject to customs duties and additional taxes.
In all cases, these costs are the responsibility of the customer and are handled by the relevant customs authority. Luísa Rosas takes care of all necessary documentation to ensure smooth customs clearance.
How can I track my order?
When orders are shipped, you will receive an email with all the necessary information to track your order – including the carrier and tracking number.
If you have any questions or need more information about your orders, please contact our Customer Support team.
Can I cancel my order?
We are sorry, but once an order has been confirmed, it is processed automatically and cannot be cancelled. The package can be returned as indicated in our return policy.
What payment methods are available on the website?
The full list of payment methods accepted is available on the checkout page, before the order is completed.
What if a product is unavailable?
When a product is out of stock, you will have the option to be notified when it is back in stock. Just click "Contact Us" on the product page and enter your email. Please contact the Customer Service team here for further information.
What packaging will my order come in? All Luísa Rosas creations purchased online are hand-wrapped and delivered in an elegant signature box. A true design masterpiece for uniquely extraordinary pieces.
Products
Where are your products made?
All Luísa Rosas jewelry is designed and handmade locally in Porto and Gondomar, Portugal.
What materials are your products made of?
Unless otherwise specified in the product description, all our jewelry is made of recycled gold or silver, including 18K yellow gold, 18K white gold, 19.2K yellow gold, 19.2K white gold, and diamonds.
Do you offer a warranty on your products?
All our jewelry comes with a 32-year warranty from the date of delivery. The warranty covers any defects in materials and/or craftsmanship. The warranty does not cover damage caused by normal wear and tear.
To keep your jewelry in perfect condition, please refer to our Jewellery Care
To make use of the warranty or request a quote, contact our Customer Support team, who will be happy to assist you.
Contacts
Do you have physical stores?
Yes! Our stores are located in Europe and America -— you can find all the details here
I would like to resell or distribute Luísa Rosas Who should I contact?
Do you offer assistance for older jewelry?
Yes. We repair any jewellery produced by our brand, from day one.
Care and Recommendations
How should I care for my jewellery?
Taking care of your Luísa Rosas jewellery will ensure its integrity and shine over time. Most Luísa Rosas jewellery can be cleaned regularly using a very soft brush and soapy water (neutral soap without perfume). Rinse them with clean lukewarm water, avoiding any sudden changes in temperature, and gently dry them with a soft and clean microfibre cloth. For periodic professional cleaning please contact the Luísa Rosas or David Rosas store of your choice.
How should I preserve my jewellery?
Taking care when you wear your Luísa Rosas jewellery will help to preserve it over time. Consider removing it before going to sleep, practicing any sport, washing your hands or using corrosive products. Avoid contact with fragrance, alcohol, cosmetics, ammonia, chlorine and keep your creation away from intense sources of heat and extreme temperature changes.
How should I store my Luísa Rosas jewel?
When your Luísa Rosas jewellery is not being worn, store it in a clean, dry place. To protect your Luísa Rosas jewellery from damage or loss, store it individually in its original box or pouch after wearing, as contact with other jewels or hard surfaces may cause scratches. Regarding chains, it is recommended to lay them flat and close the clasp to prevent them from tangling.