Shipping & returns

Self Pick-Up

If you're in Lisbon, you're very welcome to collect your order directly from the studio. Just send me a message so we can arrange a convenient time.

If you're based in Brussels and don't mind waiting a little, feel free to reach out. I travel there regularly and may be able to bring your piece with me. Simply select the pick-up option at checkout and leave a note — I’ll contact you to coordinate the details.

Delivery time orders

All orders are carefully packed and shipped from our studio in Lisbon. Once your order has been dispatched, you’ll receive a confirmation email with tracking information.

Processing time

Orders are usually prepared and shipped within 2–5 business days for items in stock.

Delivery times

Delivery times may vary depending on your location and the carrier, but typically: 

  • Portugal: 3–5 business days
  • EU countries: 3–7 business days
  • Outside the EU: 5–10 business days

Please note that delivery times are estimates and may vary due to factors beyond our control (e.g. postal delays, customs).

Shipping costs

Shipping rates are calculated at checkout based on your location. Here’s an overview of our current rates:

  • Portugal: €5, free shipping on orders over €80
  • Spain / Belgium / France: €7,5, free shipping on orders over €100
  • Other EU countries: €10.00, free shipping on orders over €120
  • Rest of the world: €20, free shipping on orders over €220
    → Please note: the shipping cost shown at checkout does not include duties, taxes, or other customs fees. These additional charges are the customer’s responsibility.
    Jadeo is not liable for any customs fees or taxes applied to international shipments.

If you have any questions or need assistance during checkout, feel free to contact us at hello@jadeostudio.com

Returns & exchanges

At Jadeo, every piece is carefully handmade, making each jewelry truly unique. We hope you’ll love your order but if something isn’t quite right, returns and exchanges are possible under certain conditions.

A return or exchange may be requested if:

  • The item arrived damaged or faulty.
  • The piece did not meet your expectations.

Requests must be made within 14 days of receiving your order.

To qualify, the item must be returned unused, in its original condition, and with its complete original packaging. Please note that custom or personalized pieces cannot be returned or exchanged.

Because each creation is entirely handmade and produced without molds, slight variations in shape, color, or size may occur. These natural differences are part of the character of handmade jewelry and are not considered defects.

If you would like to start a return or exchange, please contact us at hello@jadeostudio.com, and we’ll guide you through the process.

Once we have received your return, please allow 3–5 business days for the refund to be processed to your original payment method.

Return shipping costs are the customer’s responsibility. If the item was damaged or incorrect, we will cover the return shipping costs.

We are not responsible for any lost packages during the return process.

For questions or assistance, don’t hesitate to reach out.

Lost or stolen packages

If your package is lost or stolen, we’ll do everything we can to assist you.
Once a package is in transit, we are no longer directly responsible, but we’ll help you contact the carrier to investigate and resolve the issue as quickly as possible.

If the investigation doesn’t lead to a resolution, we’ll guide you through the next steps — which may include a potential refund via your payment method (if applicable) or other solutions according to the carrier’s policies.

Please note: the ultimate responsibility for packages in transit lies with the carrier.