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  • What materials do you use in your jewellery?
    We use high-quality materials such as 18K gold, platinum, and ethically sourced diamonds and gemstones.
  • Where are your products made?
    All of our products are crafted by skilled artisans in our exclusive workshops.
  • What is SAINT'OLIVEIRA known for?
    We are known for our take on luxury bespoke jewellery, timepieces, and unique designs tailored to individual tastes.
  • Do you offer international shipping?
    Yes, we offer shipping to many countries worldwide. Please check with our team for these policy for details.
  • What payment methods do you accept?
    We accept credit cards, debit cards, PayPal, and bank transfers. Payment plans are available for select items.
  • How do I contact client care (customer service) ?
    You can contact us at contact@saintoliveira.com or call us at +447852591898.
  • Do I need an account to make a purchase?
    No, you can check out as a guest, but creating an account allows you to track orders and access exclusive offers.
  • Do you offer free shipping?
    Yes, we offer free shipping on select orders. Please refer to our shipping policy for more details.
  • Can I visit your physical store or workshop?
    We currently operate online but offer private appointments for bespoke creations upon request.
  • Do you have a sustainability policy?
    Yes, we are committed to using ethically sourced materials and eco-friendly practices in our production. Click here to see our Sustainability Assessment.
  • What is your return policy?
    We offer a 14-day return policy on non-custom items. Custom and personalized items are non-refundable.
  • Can I cancel or modify my order after placing it?
    You can cancel or modify your order within a time frame discussed with our designing team of placing it. Custom orders cannot be modified once production begins. Unless advise or over ruled by our team.
  • How can I check my order status?
    Log in to your account to track your order or use the tracking number provided in your shipping confirmation email. Alternatively, speak with Our Client Care team.
  • What if I need to change my shipping address after placing the order?
    Please contact us immediately to update your shipping address. Changes are only possible before the order is shipped.
  • How long will it take to receive my order?
    Standard in stock orders take 7-10 business days. Made to Order take 4-6 weeks for completion, include delivery time on expectancy. Custom and bespoke orders may take longer, depending on the complexity.
  • Do you offer payment plans?
    Yes, we offer payment plans on certain high-value items. Please contact our team for more information.
  • What should I do if my order is delayed?
    If your order is delayed, please contact our customer service team for assistance and tracking updates.
  • How do I pay for a custom order?
    Custom orders require a deposit at the time of the order, with the remaining balance due upon completion. We will confirm the process, and send a dedicated secure link with an invoice.
  • What are your shipping options and costs?
    We offer standard and expedited shipping. Rates vary based on location and order value. Free shipping may apply to certain purchases.
  • Do you offer international shipping?
    Yes, we ship internationally. Shipping times and costs depend on the destination.
  • How long will my order take to arrive?
    Standard shipping typically takes 7-10 business days, while international shipping may take 10-14 business days.
  • Can I track my shipment?
    Yes, once your order has shipped, you will receive a tracking number via email.
  • What happens if my order is lost or damaged during shipping?
    If your order is lost or damaged, please contact us immediately, and we will resolve the issue.
  • Can I schedule a specific delivery date?
    We offer flexible delivery options for high-value orders. Contact us to arrange a specific delivery time.
  • Are your products hypoallergenic?
    Yes, we use hypoallergenic materials such as platinum and 18K gold to ensure our products are safe for sensitive skin.
  • Are your diamonds and gemstones ethically sourced?
    Absolutely, all our diamonds and gemstones are ethically sourced from conflict-free suppliers.
  • What types of gemstones and metals do you use?
    We use a variety of high-quality gemstones, including diamonds, sapphires, and emeralds, alongside metals like platinum and 18K gold.
  • Can I see a detailed description of the product materials?
    Yes, each product page includes detailed information about the materials used.
  • How can I tell if my jewellery is authentic?
    Each piece comes with a certificate of authenticity, verifying its materials and craftsmanship.
  • Are your pieces made to order?
    Yes, many of our pieces are made to order, ensuring unique designs tailored to your specifications.
  • How can I care for my jewellery?
    Clean your jewellery regularly with a soft cloth and store it in a dry place. We recommend professional cleanings for long-term care. Please check our article on how to care for your jewellery here.
  • Can I customise a piece from your collection?
    Yes, we offer customization options for most of our designs. Contact us to discuss your ideas.
  • What customisation options are available?
    You can choose from different metals, gemstones, and engravings to create a truly personalized piece.
  • How do I determine my ring size?
    Use our ring size guide or visit a local jeweller for an accurate measurement.
  • Can I request custom engraving?
    Yes, engraving is available on select items. Contact us for more details.
  • Do you offer bespoke or made-to-order services?
    Yes, we specialise in bespoke jewellery. Our team will work with you to create a one-of-a-kind piece.
  • How long does it take to make a custom order?
    Custom orders typically take 4-6 weeks, depending on the complexity of the design.
  • What if I want to modify a custom piece after ordering?
    Once production begins, modifications may not be possible. However, minor adjustments can be discussed on a case-by-case basis.
  • How do I return an item?
    Contact our Client Care team to initiate a return. We’ll provide instructions for shipping the item back to us.
  • What is your exchange policy?
    We offer exchanges on non-custom items within 14 days of purchase, provided the item is in original condition.
  • Are custom or personalised pieces eligible for return?
    No, custom and personalised items are non-refundable.
  • What should I do if my return is rejected?
    If your return is rejected, we’ll contact you with further information. Contact our support team for more assistance.
  • How long does it take to process a return or exchange?
    Returns and exchanges are processed within 5-7 business days after we receive the item.
  • Do you offer repair services?
    Yes, we offer repairs for our pieces. Contact us to request a repair.
  • What does your jewellery warranty cover?
    Our warranty covers any manufacturing defects. It does not cover accidental damage or wear and tear.
  • How do I initiate a repair request?
    Email us at contact@saintoliveira.com with your order details to request a repair.
  • Do you offer cleaning services for jewellery?
    Yes, we offer professional cleaning services for our customers.
  • Is wear and tear covered by your warranty?
    No, wear and tear are not covered, but we offer repair services for damaged items.
  • Can you repair jewellery from another brand?
    No, we only repair SAINT'OLIVEIRA creations.
  • Can I send a gift directly to someone?
    Yes, we offer direct shipping to gift recipients with the option to include a personalised message.
  • Do you offer gift wrapping?
    Yes, we offer premium gift wrapping for all orders.
  • Do you offer digital or physical gift cards?
    Yes, we offer both digital and physical gift cards.
  • Can I include a personalised message with a gift order?
    Absolutely, you can add a personalised note during the checkout process.
  • Do you offer corporate or bulk gifting options?
    Yes, please contact our sales team for information on corporate or bulk gifts.
  • How do I find my ring size?
    Use our online ring size guide or visit a local jeweller for an accurate measurement.
  • How do I choose the right bracelet size?
    Refer to our bracelet size guide, which provides measurements to help you select the best fit.
  • What are the standard necklace sizes?
    Our necklaces come in standard sizes from 16 to 22 inches, with custom lengths available upon request.
  • Can I request resizing for rings or bracelets?
    Yes, we offer resizing services for most of our jewellery.
  • What should I do if I ordered the wrong size?
    Contact our Client Care team for assistance with resizing or exchanging your item.
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