{"id":9646,"date":"2021-05-05T00:15:29","date_gmt":"2021-05-05T03:15:29","guid":{"rendered":"https:\/\/alcino.com\/faqs\/"},"modified":"2025-01-30T17:39:07","modified_gmt":"2025-01-30T17:39:07","slug":"faqs","status":"publish","type":"page","link":"https:\/\/alcino.com\/en\/faqs\/","title":{"rendered":"FAQ\u2019s"},"content":{"rendered":"\n<div class=\"row\" style=\"max-width:940px\" id=\"row-1095785013\">\n\n\n\t<div id=\"col-1296289818\" class=\"col small-12 large-12\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n\n\t<div id=\"text-1901207697\" class=\"text\">\n\t\t\n\n<h2 class=\"alt-font\">Customer Care<\/h2>\n<p><strong style=\"color: #242424;\">1. How do I create an ALCINO account?<\/strong><br>Creating an account in ALCINO (www.alcino.com) is simple and uncomplicated.<br>\nTo get started, click the top right corner of the \u201cYour account\u201d option.<br>\nOn this page, under the question \u201cDon\u2019t you have an account?\u201d, click on the \u201cRegister here\u201d button and fill in your email and password. Select at the end the \u201cCreate Account\u201d option.<br>\nYou will then be forwarded to your personal account, where you will have access to all your personal data (you can edit whenever you need), to your address book, subscriptions, order history, discounts, loyalty, cookies and, if you wish, you can delete your account.<br>\nConfirmation of the creation of your account is finalized by sending an email by ALCINO.<\/p>\n<p><strong style=\"color: #242424;\">2. How do I access my ALCINO account?<\/strong><br>You can access your personal account at www.alcino.com whenever you want to check all your orders and change your personal data.<br>\nTo sign in to your account, click the \u201cYour account\u201d in the upper right corner. On the login page, fill in your email address and password in the \u201cAre you already a registered customer?\u201d option and click the \u201cSign In\u201d button.<\/p>\n<p><strong style=\"color: #242424;\">3. How can I recover my password?<\/strong><br>If you are already a customer registered www.alcino.com, but you can\u2019t remember which keyword, you should follow the following steps:<br>\nClick in the upper right corner of the \u201cYour account\u201d option.<br>\nWhen viewing the question \u201cAre you already a registered customer?\u201d and below \u201cSign in\u201d, you should click on the option that follows \u201cForgot your password?\u201d<br>\nJust enter your email address and click the \u201cReset my password\u201d button.<br>\nAfter successfully submitting your recovery request, please check your email mailbox to complete the process.<\/p>\n<p><strong style=\"color: #242424;\">4. I need to change the personal data in my ALCINO account. How can i do it?<\/strong><br>You can change your personal data in your account www.alcino.com quickly and effectively.<br>\nAfter signing in you are forwarded to your personal account where you can edit your data. If you are browsing the site and have already logged in click on the \u201cYour account\u201d option in the upper right corner.<br>\nIf you have any questions or need help, please contact our Customer Support team by phone: +351 225 371 909 (hotline available for national and international calls), from 09 am \u2013 1 pm and 2 pm \u2013 6 pm Monday to Friday or by e-mail: online.store@alcino.com.<\/p>\n<p><strong style=\"color: #242424;\">5. I don\u2019t intend to receive any more emails. How to proceed?<\/strong><br>If you want to stop receiving ALCINO newsletters with news, exclusive collections and campaigns, you can do so through your personal account.<br>\nAfter you sign in to www.alcino.com, click the \u201cSubscriptions\u201d option. On this page you can manage your choice of receiving or not receiving newsletters.<\/p>\n<p><strong style=\"color: #242424;\">6. Can I delete my account?<\/strong><br>Yes, you can delete your account at any time. Sign in to www.alcino.com and your personal account select the \u201cDelete Account\u201d option. On this page, enter your keyword in the requested field, check the \u201cPermanently delete my account\u201d option, and click the \u201cDelete account\u201d button.<br>\nThis action is definitive and irreversible. After deleting the account, you will need to present your order documentation, including the invoice, so that you can enjoy warranties and\/or other aspects related to your purchase.<\/p>\n\t\t\n<style>\n#text-1901207697 {\n  text-align: center;\n}\n<\/style>\n\t<\/div>\n\t\n\t<div id=\"gap-297739602\" class=\"gap-element clearfix\" style=\"display:block; height:auto;\">\n\t\t\n<style>\n#gap-297739602 {\n  padding-top: 130px;\n}\n<\/style>\n\t<\/div>\n\t\n\n\t<div id=\"text-1894363628\" class=\"text\">\n\t\t\n\n<h2 class=\"alt-font\">Customer Support<\/h2>\n<p><strong style=\"color: #242424;\">Have questions about an article? You didn\u2019t find an answer to your question?<\/strong><br>ALCINO\u2019S team is always available to help you and to clarify all your doubts. Contact us using the following means:<\/p>\n<p><strong style=\"color: #242424;\">By Phone:<\/strong><br>+351 225 371 909 \/ +351 918 806 912 \u2013 lines available for national and international calls), from 09 am \u2013 1 pm and from 2 pm \u2013 6 pm, Monday to Friday.<\/p>\n<p><strong style=\"color: #242424;\">By e-mail:<\/strong><br>online.store@alcino.com<\/p>\n<p><strong style=\"color: #242424;\">TECHNICAL INFORMATION OF ALCINO\u2019S PRODUCTS<\/strong><\/p>\n<p>The pieces are produced in Silver 925 with rhodium or gold baths.<strong style=\"color: #242424;\"><br>1.How to take care of your jewelry?<\/strong><br>Each jewel should be handled and used following some care in order to preserve its integrity over time.<br>\nWhat care should you take when using your jewelry?<br>\nDo not use the pieces while washing your hands, bathing, sleeping or playing sports.<br>\nAvoid using the pieces in the pool or on the beach. Contact with seawater and sand can damage jewelry.<br>\nKeep jewelry away from perfumes, cosmetics, hair products such as lacquers and other chemicals.<br>\nAvoid over-applying efforts on the parts as well as heavy duty where the part is subject to scratches by friction with other objects.<br>\nSweat and SKIN PH may also influence the loss of color or oxidation of the part.<br>\nTo keep the jewelry clean, you can use a silver-cleaning cloth smoothly, without any kind of chemical, to restore its shine and remove small stains. Chemicals should not be used in cleaning jewelry.<\/p>\n<p><strong style=\"color: #242424;\">2.Are there silver jewelry that rusts?<\/strong><br>The pieces of silver change color over time, a phenomenon that is called oxidation, that is, the darkening of the jewelry. This is only an outer layer that accumulates in the jewelry and that does not affect its quality, occurring even when the jewelry is stored for some time without any use.<br>\nAll oxidation is superficial and is due to the reaction of each organism in contact with jewelry, and there are several origins to its manifestation. It is not advisable to contact with cosmetics, detergents of any kind or perfumes and it should be avoided completely the prolonged contact of jewelry with water (sea, swimming pool, etc.).<br>\nAn additional care will be to store the jewelry individually in plastic bags, preventing direct contact with air and moisture. However, even in these conditions, oxidation will continue to occur at a slower rate since it is a natural process of silver.<br>\nSilver jewelry with the conventional color of silver may or may not have a rhodium bath, and if they do not, they will not be protected from oxidation such as the pieces that carry a gold bath.<\/p>\n\t\t\n<style>\n#text-1894363628 {\n  text-align: center;\n}\n<\/style>\n\t<\/div>\n\t\n\t<div id=\"gap-1994196811\" class=\"gap-element clearfix\" style=\"display:block; height:auto;\">\n\t\t\n<style>\n#gap-1994196811 {\n  padding-top: 130px;\n}\n<\/style>\n\t<\/div>\n\t\n\n\t<div id=\"text-436112591\" class=\"text\">\n\t\t\n\n<h2 class=\"alt-font\">Orders and Shipments<\/h2>\n<p><strong style=\"color: #242424;\">1. How is an ALCINO order processed?<\/strong><br>After submission and payment of an order, delivery can be made up to 48 working hours in the case of customers with delivery address in the city of Porto. Also for customers who live in the city of Porto, we offer the option of pick up orders in any of our stores located in the center of Porto \u2013 and in this situation obviously do not apply the shipping costs. For Mainland Portugal, delivery times vary between 3-5 business days. For international shipments, delivery times vary depending on the destination of the delivery address but we always provide the tracking number so that the customer can follow the entire process of delivery of your order.<\/p>\n<p><strong style=\"color: #242424;\">2. How to shop online?<\/strong><br>Shopping in our online store is simple and safe.<br>\n1. Choose the items you like by browsing our Catalog of News, Jewelry and Home or through direct product search;<br>\n2. After you find the item you want to buy, click on \u201c\u201dAdd to Cart\u201d\u201d button.<br>\n3. The item is added to your shopping cart, so you can continue to browse our page or finalize your purchase.<br>\n4. When you are ready to complete your purchase, you must access your Shopping Cart by clicking on the \u201c\u201dbasket\u201d\u201d icon that will appear in the upper right corner of the site.<br>\n5. On the order confirmation page, you have access to information about your products and can save the items to your favorites list. It is also on this page that you must enter the promotional code, if you have a voucher or discount code to enjoy.<br>\n6. After filling in all the requested data click on the \u201c\u201dCheckout\u201d\u201d button.<br>\n7. The next step is to log in to the ALCINO website, choosing one of the following options: \u201c\u201dAre you already a registered customer?\u201d\u201d where you must log in or \u201c\u201dNot registered customer\u201d\u201d where you can register as a new customer or choose not to register, indicating only your name, email address and delivery address.<br>\n8. After logging in or registering on the website choose which payment method and where you want to receive your order: home delivery or collect in an ALCINO store.<br>\n9. To complete your purchase, you must accept the Terms and Conditions and click on the \u201c\u201dPay safely\u201d\u201d button.<br>\n10. If you choose as your Paypal or Easypay, you will be redirected to the respective pages to complete the payment. If you have chosen the ATM, you can access the payment data through your screen at the time of purchase, in addition to receiving the order confirmation email and SMS.<br>\n11. Upon completion of payment and purchase online, you receive in your registration email all your details of your order, delivery and billing details.<br>\n12. If you have any additional questions or questions, you can contact the Customer Support team by phone: +351 225 371 909 (line available for national and international calls), from 09 am \u2013 1 pm and 2 pm \u2013 6 pm, Monday to Friday or by e-mail: online.store@alcino.com..<\/p>\n<p><strong style=\"color: #242424;\">3. Can I remove the items that are in my shopping cart?<\/strong><br>n your \u201cShopping Cart\u201d you can find all the products you have added during your site browsing, as well as information about them, the chosen quantity and the price.<br>\nIf you want to change the quantity chosen in a product, you must click the \u201c+\u201d or \u201c-\u201d button.<br>\nIf you want to delete one of the articles click \u201cRemove\u201d.<\/p>\n<p><strong style=\"color: #242424;\">4. How long does it take to deliver an order?<\/strong><br>To receive your order online, you can choose one of the following:<br><strong style=\"color: #242424;\">Delivery at home:<\/strong><br>Deliveries up to 48 working hours to delivery addresses in the city of Porto. Between 9 am and 7 p.m.<br><strong style=\"color: #242424;\">Collection at an ALCINO Store:<\/strong><br>Delivery time is dependent on stock in store. Up to 2 business days.<br>\nProducts on sale or with limited stock may take an additional 3 days.<br><strong style=\"color: #242424;\">PORTUGAL:<\/strong><br>Shipments to Mainland Portugal can range from \u20ac5.55 to \u20ac11.80 depending on the weight of the item(s) and its packaging. Delivery times vary between 3-5 business days.<br><strong style=\"color: #242424;\">EUROPE:<\/strong><br>Shipments to Europe can range from \u20ac7.80 to \u20ac23, depending on the weight of the item(s) and its packaging. Delivery times vary depending on the destination of the delivery address but an email is always sent with the tracking number to track the delivery of your order.<br><strong style=\"color: #242424;\">REST OF THE WROLD:<\/strong><br>Shipments are subject to quotation and the price will be informed later via email. The payment of customs costs associated with the country of delivery is the entire responsibility of the customer.<\/p>\n<p><strong style=\"color: #242424;\">5. Delivery time has passed and i have not yet received my order.<\/strong><br>If you receive an email confirmation of shipment and your order does not arrive on time, do not hesitate to contact the Customer Support team by phone: +351 225 371 909 \/ +351 918 806 912 \u2013 lines available for national and international calls), from 09 am \u2013 1 pm and from 2 pm \u2013 7 pm, Monday to Friday or via e-mail: online.store@alcino.com.<\/p>\n<p><strong style=\"color: #242424;\">6. How can I track the shipment of the order?<\/strong><br>You can track the shipment of your order via the link that is sent in the body of text of the shipping confirmation email. Simply enter the tracking number and you will get all the information about the shipping status of your order.<\/p>\n<p>If you have selected \u201cCollect in an Alcino store\u201d option, you will be contacted by email as soon as your order is available for pick-up at the store in question. To display your order, go to the ALCINO store and present the store operator with the confirmation email on your mobile phone or even print the online receipt invoice that you will receive in the in-store pick-up authorization email.<\/p>\n<p><strong style=\"color: #242424;\">7. I was not present at the address indicated on the delivery of the order. What can I do now?<\/strong><br>In the absence of the receiver, the carrier leaves a notification of attempted delivery, indicating the day and time when it will again attempt to deliver the order. You can also contact the Customer Support team so that we can contact the carrier to expedite the new delivery attempt according to your availability.<\/p>\n\t\t\n<style>\n#text-436112591 {\n  text-align: center;\n}\n<\/style>\n\t<\/div>\n\t\n\t<div id=\"gap-1878050267\" class=\"gap-element clearfix\" style=\"display:block; height:auto;\">\n\t\t\n<style>\n#gap-1878050267 {\n  padding-top: 130px;\n}\n<\/style>\n\t<\/div>\n\t\n\n\t<div id=\"text-886329776\" class=\"text\">\n\t\t\n\n<h2 class=\"alt-font\" id=\"pagamentos\">Payment Methods<\/h2>\n<p><strong style=\"color: #242424;\">1. What payment methods are available?<\/strong><br \/>The payment methods available to pay for your orders are ifthenpay (ATM Ref, MBWay, VISA\/Mastercard) and Paypal.<\/p>\n<p><strong style=\"color: #242424;\">2. Do the amounts shown include VAT?<\/strong><br \/>Yes, all amounts indicated in www.alcino.com include VAT at the legal rate in force and represent the final price to pay for the chosen item. They will only increase shipping costs if they apply to the selected shipping method.<\/p>\n<p><strong style=\"color: #242424;\">3. How to use a Gift Voucher or Discount Code?<\/strong><br \/>The Gift Voucher or Discount Code can be used in the online store, in www.alcino.com, in the field defined for this purpose, after selecting the means of payment.<br \/>\nEnter the corresponding code in the \u201cAdd Discount Code\u201d option on your order confirmation page. After entering the code click on the \u201cApply Discount\u201d button to be properly applied.<br \/>\nThe discount code amount will be deducted in the total order amount. The Discount Code can only be used once in its entirety. Please note that discount codes may be subject to a set period of time, depending on the campaigns in force. You should always check the terms of your app and enjoy them before they expire.<\/p>\n<p><strong style=\"color: #242424;\">4. Is it safe to buy at ALCINO online store?<\/strong><br \/>Yes, it is safe to pay for your orders online www.alcino.com. Your payment data will never be stored.<\/p>\n<p><strong style=\"color: #242424;\">Credit Card \u2013 Visa\/Mastercard<\/strong><br \/>Paying by Credit Card on the ALCINO website is 100% secure. We use SSL encrypted communication and work with a real-time connection to banking systems (Redunicre \/ SIBS).<\/p>\n<p><strong style=\"color: #242424;\">PayPal<\/strong><br \/>If you choose to pay for your order with PayPal, you will be redirected to the https:\/\/www.paypal.com\/pt\/home page so that you can pay with your PayPal Account or your Credit\/Debit Card quickly and securely, without sharing any financial information.<\/p>\n<p><strong style=\"color: #242424;\">Multibanco\/ATM<\/strong><br \/>Payment by ATM is easy, simple and secure, and there is no risk of fraudulent use of your card.After order confirmation, ATM payment data is available on your screen, and via email and SMS. Payment can be made at an ATM or in your bank\u2019s online service by choosing the option \u201cPayment of services and\/or purchases\u201d.<\/p>\n<p><strong style=\"color: #242424;\">MBWAY<\/strong><br \/>You can pay for your orders through the MBWAY app. If you select this payment method, you must indicate the mobile phone number associated with your account and \u201c\u201dAccept\u201d\u201d or \u201c\u201dDecline\u201d\u201d payment in the app. Payment confirmation is immediate.<br \/>\nLearn more about MBWay in <a href=\"https:\/\/www.mbway.pt\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.mbway.pt\/.<\/a><\/p>\n\n\t\t\n<style>\n#text-886329776 {\n  text-align: center;\n}\n<\/style>\n\t<\/div>\n\t\n\t<div id=\"gap-384794010\" class=\"gap-element clearfix\" style=\"display:block; height:auto;\">\n\t\t\n<style>\n#gap-384794010 {\n  padding-top: 130px;\n}\n<\/style>\n\t<\/div>\n\t\n\n\t<div id=\"text-3086822530\" class=\"text\">\n\t\t\n\n<h2 class=\"alt-font\" id=\"devolucoes\">Exchanges and Returns<\/h2>\n<p><strong style=\"color: #242424;\">1. I am not 100% satisfied with the purchased product. How should it proceed?<\/strong><br \/>If you are not satisfied with the product(s) purchased in our online store you must exchange or return within 14 days of receiving your order. Exchanges and returns are only valid as long as the product is in the same condition as it was sold, in its original packaging and accompanied by all accessories (if applicable).<\/p>\n<p><strong style=\"color: #242424;\">Exchanges<\/strong><br \/>You may exchange the item(s) concerned for another item(s) provided that the amount is equal to or greater than the total amount paid for your order. You can make the exchange in any of the three Alcino stores, located in the center of Porto. Find out here which store is closest to you. If you do not have the option to make the exchange in store, you can exchange as follows: \u2013 An e-mail should be sent to: online.store@alcino.com, with the attachment of the proof of purchase (electronic invoice or in the case of an offer, simply attach the offer receipt), inform you that you want to exchange the article(s) and communicating your details: name, address and telephone contact (preferably mobile phone).<br \/>\n\u2013 You must also attach a photograph of the article for which you want to exchange (you can print screen the image of the article or the items available in our online store)<br \/>\n\u2013 the cost of shipping the item to be returned is at the charge of the person who received it.<br \/>\n\u2013 the cost of sending the item or the items for which you intend to exchange is guaranteed by Alcino.<\/p>\n<p><strong style=\"color: #242424;\">Returns<\/strong><br \/>To return your order, you must send the item(s) in question to the address below, first informing us of your intention, through a written e-mail addressed to: online.store@alcino.com with the subject \u201c\u201dReturn \u2013 followed by your order number. You can also return to any of the Alcino stores within a maximum of 14 days after receiving the order. Find out here which store is closest to you. Once we receive the returned parts(s) and after verification that the same(s) have not been used or altered, you will receive a refund of the value of your purchase (no shipping charges included). The repayment may take between 1-7 days and will be made through the same means of payment that was used in the initial purchase or by bank transfer and in this case we will request by e-mail the corresponding IBAN.<\/p>\n<p>Products subject to analysis due to Exchanges or Returns should be sent to the following address:<br \/><strong style=\"color: #242424;\">Manuel Alcino &amp; Filhos Lda.<br \/>Campo 24 de Agosto, no 66, 4300-504 Porto<\/strong><\/p>\n<p><strong style=\"color: #242424;\">2. What are the conditions necessary for the exchange or return of an item?<\/strong><br \/>We will only accept the exchange or return of items that are in the same state in which they were shipped, containing the original packaging and any accessories (if applicable).<br \/>\nThe presentation of the electronic invoice\/ invoice online receipt or gift receipt (where applicable) is indispensable for exchange or return. Once the item is sent to our address, we will review it and inform the customer of the right to refund.<br \/>\nExchanges or returns of products with signs of use or misuse as well as products customized by the customer will not be accepted.<br \/>\nAs a rule the refund is made through the same payment method used in the initial purchase but can be made by bank transfer, and in this case is requested the respective IBAN.<br \/>\nThe costs incurred in sending the item(s) to our address for exchange or return purposes will be borne by the customer.<\/p>\n<p><strong style=\"color: #242424;\">3. How is the refund process?<\/strong><br \/>Upon receipt of the returned item, ALCINO will review it and if the products comply with the established conditions, the customer will be informed of the right to refund. As a general rule, ALCINO reimburses within 1 to 7 working days.<\/p>\n<p>The refund will be made according to the means of payment chosen by the customer in their online purchase or, alternatively, by bank transfer \u2013 the customer will be asked to mention the IBAN by e-mail.<\/p>\n\t\t\n<style>\n#text-3086822530 {\n  text-align: center;\n}\n<\/style>\n\t<\/div>\n\t\n\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n\n<\/div>\n\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":114,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-blank-alcino.php","meta":{"_acf_changed":false,"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","_joinchat":[],"footnotes":""},"class_list":["post-9646","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/alcino.com\/en\/wp-json\/wp\/v2\/pages\/9646","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/alcino.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/alcino.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/alcino.com\/en\/wp-json\/wp\/v2\/users\/114"}],"replies":[{"embeddable":true,"href":"https:\/\/alcino.com\/en\/wp-json\/wp\/v2\/comments?post=9646"}],"version-history":[{"count":4,"href":"https:\/\/alcino.com\/en\/wp-json\/wp\/v2\/pages\/9646\/revisions"}],"predecessor-version":[{"id":88422,"href":"https:\/\/alcino.com\/en\/wp-json\/wp\/v2\/pages\/9646\/revisions\/88422"}],"wp:attachment":[{"href":"https:\/\/alcino.com\/en\/wp-json\/wp\/v2\/media?parent=9646"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}