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FAQ

1. How do I make a purchase?

Alcino's shopping experience is quick and easy: just select the SHOP button from the main bar, then select Jewelry, Decoration, Tableware, Special Occasions and choose the type of products you are looking for.
Once you've found your item, select the size (if applicable) and add it to the shopping cart.
Review the selected item(s) in the shopping cart and select the "Continue to Buy" button to move forward with the payment and your purchase will be completed once the payment has been successfully processed.

2. Do I need to setup an account to place an order?

Yes, you will need to access the top navigation bar and click on "MY ACCOUNT" to fill in the authentication data that will allow you to buy from our website.
By registering, you can still subscribe the Newsletter, and select the content of your most interest and which you wish to receive by e-mail (Promotions, Holidays and Campaigns).

3. Is my personal information kept private?

We recognize the importance of protecting your data and your personal information will only be shared with third parties that compromise to preserve the data protection legislation.

4. I've forgotten my password. What should I do?

To reset your password, please select the "RECOVER MY PASSWORD" button on the "MY ACCOUNT" page.
You will receive a new password by email and you will be able to login right away.

5. What payment methods do you accept? Is it safe to use my credit card online?

We accept Visa, MasterCard, American Express and Maestro.
You can also pay through an ATM reference at a local payment office.
All payments are processed through a secure payment system provided by Easypay, so you can use your credit card in our online store without risks.
To ensure that you don't experience any dealys to the delivery your order, please make sure all your details (name, address, telephone contact, etc.) have been entered correctly.
If you have any questions or if you seek more information, please contact the Customer Service Team: +351 225 371 909 that are available Monday through Friday from 9am to 1pm and from 2pm to 6pm or through the email: online.store@alcino.com!

6. To which destinations do you ship the orders?

We ship orders to all over the world.

7. What is the estimated delivery time and how much is the shipping cost?

After the order confirmation and the payment receipt, the delivery time may vary depending on the Customer's destination but a delivery of an item available in stock should not exceed 10 working days.
In the case of customized articles, the average delivery time will be 15 business days.
In festive times, in which, consequently, there may be a larger volume of orders, the delivery times may take a little longer.
Once your order is shipped, you will receive an e-mail with the detailed information (shipping number, forwarder responsible for the shipment, etc.) so that you can follow the delivery from the point of departure until your destination.

8. Will I have to pay duties and taxes?

Duties and Taxes are calculated according to your shipping destination.
ALCINO is not responsible for any additional costs of fees and charges associated with each country.
To the total value of your order that you can see on the order summary page, you must always add duties and taxes of your destination country, equivalent to the country where the delivery is made.
As soon as the order arrives to your destination, you will be required to pay all import duties, customs and local sales taxes charged by your country, to be able to collect your order from the Customs House.
If you have any questions, please contact the Customer Service Team: +351 225 371 909 that are available Monday through Friday from 9am to 1 pm and from 2pm to 6pm or through the email: online.store@alcino.com.

9. Can I change or amend my order once it has been placed?

No, you should always review your order before submitting it to ensure that all data is correct, because once the order is placed, it is no longer possible to add or cancel items.
You also cannot change the delivery address as this may imply a different shipping cost from the one that was previously informed.

10. How do I return or exchange an item?

It is possible to exchange or return an item that is provided in the same exact conditions that was delivered (original packaging) and without any defects.
The maximum period eligible for the exchange is 30 days. The deadline only starts counting from the moment you receive your order.
For a return, the maximum term defined by law is 14 days, so you must send us the article(s) in that period in order to obtain a refund.
The refund will be made in the same form of payment of your order.
Please note that the refund can be processed up to 5 business days after the return of the item(s).
Learn more at: Returns/Exchanges.

11. How can I verify the authenticity of the brands being selled on www.alcino.com?

In case of doubt as to the authenticity of the brands, the consumers shall consult the services of the Assay Offices for verification purposes.
For more information, please click here.

12. Does ALCINO SILVERSMITH SINCE 1902 only sell online?

The brand ALCINO SILVERSMITH SINCE 1902 is a trademark property of the company Manuel Alcino & Filhos, Lda with corporate headquarters in:

Rua Santos Pousada, 76
4000-478 Porto
Portugal
NIF: PT501613919
Goldsmith Retailer with business establishment
Activity title number: P320262

Currently there are two stores in Porto:

ALCINO CARDOSAS STORE

Hotel Intercontinental Porto - Palácio das Cardosas
Praça da Liberdade, 25, Loja 3
4000-322 Porto, Portugal
T: +351 222 080 587
store.cardosas@alcino.com

ALCINO WORKSHOP STORE

Rua Santos Pousada, 76
4000-478, Porto, Portugal
T: +351 225 371 909
store.alcino@alcino.com

Can not find answers to your questions? Contact us!