Common questions

Orders

• HOW DO I BUY ON THE ONLINE TASHI SHOP?

  Choose your favourite items by browsing through our Jewellery catalogue or  through the direct product search.

  After finding the item you wish to buy, click the "Add to Cart" button.
  

  If you are choosing a ring or bracelet, it is important to select the desired size. If unsure of the right size, take a look at our Size Guide.
  

  The item is added to your shopping cart, so you can continue browsing our page or checkout.
  

  When you are ready to finalize your purchase, you should access your "Shopping Cart" by clicking on the "basket" icon that will appear in the upper right corner of the site.

  On the order confirmation page, you can access information about your products and save items to favourites. This is the same page to use should you have a promotional code or wish to activate discount coupons.

  After filling in all the requested data, you should click on the "Checkout" button.

  The next step is to log in to the TASHI website, choosing one of the following options: "Are you a registered customer?” If you have not registered, click on "Not a registered customer" to register as a new  customer or choose not to register, indicating only your name, email and address.

  After logging in or registering on the site, select the desired payment method - Visa/MasterCard, PayPal, Multibanco (Debit Card) or MBWAY - and where you wish to receive your order.

  To finalize your purchase, you must accept the Terms and Conditions and click on the "Secure payment" button.

  After payment and online purchase completion, you will receive an  email as proof of registration in your customer area with all the order details, including delivery and billing data.

  Should you have any additional questions, you can contact us through our CustomerSupport or by phone.

  
  

• WHAT ARE THE ADVANTAGES OF BUYING FROM THE TASHI ONLINE SHOP?
  Buying online at TASHI is very easy, safe with numerous advantages:
  
  

  • It is quite convenient - This store is available 24/7 with fast deliveries.
  • We ship to all the countries of the European Union.
  • You can choose to receive your order in the comfort of your own home or pick it up at one of more than 600 pick-up points (valid only for mainland Portugal).
  • All TASHI jewellery available in the market can be purchased online.
  • Secure payment through the existing payment methods: Multibanco (Debit Card), MBWay, Credit Card and PayPal
  • A personalized and distinctive customer support service that will make your  online shopping easier, whenever you need it.
  • Favourite List: When browsing tashijewels.com, you can create your own wish list with your jewellery of choice. To do this, just click on the "heart" icon next to your favourite product and it will be added to your list.
  • Ask as a gift: Choose your favourite products and inform someone that you would like to receive them. For this purpose, the TASHI website has the "ask as a gift" option. By selecting this option, you will be asked to enter  your name, as well as the name and email of the person you request the jewel from in order for them to receive a notification of your wish.

• WHAT ARE THE AVAILABLE PAYMENT METHODS?

  Credit Card - Visa/Mastercard
  Using a credit card allows you to pay for your order conveniently and with the latest security certificates. We use SSL encrypted communication and work with a real-time connection to banking systems (Redunicre / SIBS).

  
  

  PayPal
  Should you choose to pay your order with PayPal, you will be redirected to www.paypal.com/pt/home, so you can quickly and securely pay with your PayPal Account or Credit/Debit Card without sharing any financial information.

  
  

  Multibanco
  The Multibanco payment system is only available to Portuguese bank account owners. After order confirmation, the ATM payment details are available on your screen, and also via email and SMS. The payment can be made at an ATM or on the online service of the bank choosing the "Payment of services and/or purchases" option.

  
  

  MBWay
  The MBWay payment system is only available to Portuguese bank account owners. This payment method associated with the MBWay app allows you to validate your payment directly and conveniently on a smartphone. If you select this payment method, you must indicate the mobile number associated with your account and "Accept" or "Refuse" the payment in the app. Payment confirmation is immediate.
  Find out more about MBWay at https://www.mbway.pt/.

  
  

  Klarna

  Buy now. Pay later with Klarna.

  Klarna makes all your shopping easy. You can split your purchase into 3 interest-free payments and thus spread the cost of the purchase over time! The first payment is made at the time the order is placed. The other 2 payments are made automatically every 30 days, from a credit or debit card of your choice. Learn more at: klarna.com

  
  

• CAN I CHANGE OR CANCEL MY ORDER?
  At Tashi, we are committed to deliver your order as soon as possible. Therefore, as soon as your order is completed on our website our team will start its preparation and no changes and/or cancellations will be possible. However, we can change the shipping address of the order if it is requested to us by email or phone within 2 hours after placing the order. The change of address will only take effect if both addresses belong to the same country.
  
  

• I HAVE NOT RECEIVED AN ORDER CONFIRMATION EMAIL. WHAT SHOULD I DO?
  If you have not received a confirmation email immediately after completing your order, please check your spam box. If unsuccessful, contact our Customer Support team by calling 930 473 233 or using the form on our contact page.
  

• How can I receive my order?

  To receive your order online, you can choose one of the following options:

  Home delivery:
  The estimated delivery date is available on the product detail page. Delivery is made on working days between 09:00 and 19:00 via CTT Expresso or Correos Express (depending on your choice at checkout). The day before the order is due to be delivered, an SMS is sent informing you that it will be delivered on XX and the time window. If you want to change the delivery date, you can do so by clicking on the link sent in the SMS.

  
  

  Pick up at a DPD Pickup point:
  Delivery within 2 working days to a pick up point near you.
  The parcel will remain at the pick up point for 8 days, after which it will be returned to UNIKE. In this situation, the value of the order will be refunded, via a shopping voucher, minus the shipping costs.
  

  
  

  For the Azores and Madeira Islands:
  Delivery by CTT Expresso courier: between 6 and 10 working days.
  

  
  

  For Spain:
  Correos Express courier delivery: 48 working hours

  
  

  For other European Union countries
  Delivery through DHL Express Europe: 4 working days

  
  

  During the festive season, due to the high volume of shipments, carriers are not always able to meet the agreed deadlines. These delivery times should be taken into account after your parcel has been dispatched and are only estimates.

• CAN I ASK FOR MY ORDER TO BE DELIVERED TO A LOCATION OUTSIDE PORTUGAL?
  Yes, we ship orders to various locations outside Portugal; However, we can only guarantee delivery if it takes place in an EU country.

• ARE THERE ANY SHIPPING COSTS?

  Mainland Portugal
  Shipping costs are free for orders over €10. If your order has a value of €10 or less, shipping costs are €3.95.
  

  Portugal - Madeira and The Azores
  Shipping costs are free for orders over €10. If your order has a value of €10 or less, shipping costs are €4.80.

  Spain
  Shipping costs are free for orders over €10. If your order has a value of €10 or less, shipping costs are €4.90.

  Remaining European Union countries
  Shipping costs are free over €150. If your order has a value of 150€ or less, the shipping costs are €18.90.

• HOW CAN I TRACK THE SHIPMENT OF THE ORDER?
  You can track your order on the carrier website (CTT Expresso | DPD | DHL | Correos Express), by entering the code given in the shipping confirmation email.
  If you have chosen delivery to a Pickup point, you will receive an SMS and an email as soon as your order is available for pick-up.

• I WAS NOT PRESENT AT THE ADDRESS GIVEN ON DELIVERY. WHAT CAN I DO NOW?
  If you are not present at the indicated address, you will receive an SMS indicating that your order is available for collection at a designated post office and a date for collection. When picking up your order, the SMS must be shown as proof.

• IT IS PAST THE DELIVERY TIME AND I HAVE NOT RECEIVED MY ORDER. WHAT CAN I DO?
  If you receive a shipment confirmation email and your order does not arrive in a stipulated time, please contact us through our Customer Support.
  If the delivery limit cannot be met, you will be informed about the new deadline and should it not be to your convenience, we will proceed to refund the amount paid.

• I RECEIVED A FAULTY/INCORRECT ITEM. WHAT SHOULD I DO?

  Should you receive an item by mistake or in case of being faulty, we offer our apologies.
  Please contact us as soon as possible using the form on our contact page or by calling - 930 473 233 within 72h after receiving the order and provide us with the
  following information:

  • Your order number
  • The product code/product name
  • If you want a refund or replacement of the product

  Note: It is IMPORTANT to keep both the boxes, shipping labels and the packaging. In case of occurrences, you will also be asked for photos of such occurrences.

Returns

• I AM NOT SATISFIED WITH THE PRODUCT I BOUGHT. HOW SHOULD I PROCEED?
  Should you not be satisfied with your online purchase TASHI, this is no cause for any issues.
  To request a return, do so within 30 days from the date of receipt of your order. Over the special Christmas season, exchanges will be extended until 31 January of the following year (applied to purchases between 1 October and 24 December).
  
  

  Instructions for requesting the return of an item:

  
  Return registration
  Access order history in your personal account at www.tashijewels.com. If you made the purchase without registering on the site, you can access the link sent in the shipping notification email of the order.
  Access the details of the relevant order, click on "return", choose the item you want to return/exchange and the reason.

  Collection
  Choose the desired collection method:
  - Collection at the indicated address - done via CTT or Correos Express between 9h and 19h on the business day following the registration of the return on the site. The return is free of charge. This option is only available for orders delivered via CTT or Correos Express in mainland Portugal. As soon as you complete the collection request process, you will receive an SMS with all the information: collection number, day, and time slot. If the item is exchanged, you will not be charged for the shipping costs.
  - Delivery to a DPD Pickup point – when your order has been delivered to one of these locations. Once you have completed the return request, you will be able to drop off your item at your chosen point.
  - Shipment to the Planet Jewelry address: you can take control of the entire process with the preferred carrier. The delivery address is Planet Jewelry - Artigos de Joalharia, Unipessoal Lda, Rua Eng.º Ferreira Dias, n.º 924 - 2º andar, Sala E31, 4100-246 Porto.
  Selecting a refund option: through the same method of payment of the order or with a shopping voucher valid for use in a new online purchase at tashijewels.com. If you want to exchange items, you must select the shopping voucher option.

  Shipping
  Should you choose the home collection service, you must remove the return label that was sent with the order;
  - Place the product(s) you want to return/exchange inside a package with the purchase document (you can reuse the shipping box/envelope);
  - Close the box, remove the shipping label, or apply the return label on the outside of the package, taking care to completely cover the previous label.
  

  Refund
  Once we receive your return request, it will be analysed. If the products are within conformity, you will receive a refund within 2 working days, by the same means of payment of the order, or a shopping voucher by email.

  
  

• WHAT ARE THE REQUIRED CONDITIONS FOR THE EXCHANGE OR RETURN OF AN ITEM?

  We will only accept returns of items in the same condition in which they were sent, with all accessories and the original packaging.

  The items must always be accompanied by the relevant invoice.

  After receiving the product, we will proceed to its analysis and the customer will be informed of the right to the respective refund.

  Exchanges or returns of products with signs of use or misuse and products customized by the customer are not accepted.

  The refund is made by the same payment method used in the online purchase.

  In the case of an exchange, a discount voucher will be issued for use in the TASHI online store.

• WHAT IS THE REFUND PROCESS LIKE?

  After receiving the returned item, TASHI will proceed to its analysis and if the products meet the conditions set, the customer will be informed of the right to the respective refund. As a rule, the refund is processed within two working days.

  The credit will be made according to the payment method chosen by the customer in his online purchase.

  Credit Card VISA / Mastercard / PayPal: The amount to be refunded will be automatically credited to the credit card or PayPal account used in the purchase.

  Payment by ATM and MBWAY: For the refund, an email is sent requesting the IBAN, where the amount paid for the returned product will be credited.

Products

• WHAT IS THE GUARANTEE PERIOD FOR ITEMS?

  All items sold by TASHI are covered by the Manufacturer's Warranty for a period of 3 years. The warranty covers all manufacturing defects of the item, except for wear and tear or damage due to improper use.

  For guarantee validity, the item can only be repaired at the brand's official Technical Assistance Centre, otherwise it will automatically lose its guarantee.

  We advise you keep the invoice/receipt of your purchase during the guarantee period.

• WHAT CARE SHOULD I TAKE WHEN WEARING JEWELLERY?
  Polished surface parts are naturally sensitive to scratches, as are parts with stones. In case of damage due to their uniqueness, the parts are sometimes difficult to replace.
  Wear and tear is not a production error. Each jewel must be handled and worn following care in order to preserve its integrity over time.
  
  What care should I take when wearing jewellery?
  
  Do not wear while washing your hands, bathing, sleeping, or playing sports.
  Avoid wearing items by the pool or on the beach. Contact with sea water and sand can damage the jewellery.
  Keep jewellery away from perfumes, cosmetics, hair products, such as hairsprays and other chemicals.
  Avoid applying exaggerated efforts on the parts as well as doing heavy work where the part is subject to scratches by friction with other objects.
  Sweat and PH of the skin can also influence colour loss or darkening of the item.
  Store jewellery in a box or pouch, like the ones we offer. Avoid storing the pieces in a damp place.
  To keep jewellery clean, you can use a gentle, chemical-free, silver cleaning cloth to restore its lustre and remove minor stains. Chemicals should not be used in cleaning the jewellery.
  

• DO SILVER JEWELS OXIDIZE?

  Silver jewellery changes colour over time, a phenomenon known as oxidation, which is the darkening of the jewel. This is only an external layer that accumulates on the jewel and does not affect its quality in any way, occurring even when the jewel is stored for some time without any use.

  All oxidation is superficial and is due to the reaction of each organism in contact with the jewel, such as, for example, air pollution or contact with the skin. In the latter case, and varying from person to person, there may be several sources for oxidation, including stress (it can cause the release of uric acid through the skin - perspiration), certain medications, contact with cosmetics, perfumes and even swimming pool or beach baths.

  An additional precaution is to store jewellery individually in plastic bags with silica gel, preventing direct contact with air and humidity. However, even in these conditions, oxidation will continue to occur, as it is a natural process of silver, but at a slower rate.

  Silver jewellery with the conventional colour of silver may or may not have rhodium plating, and if they do not, they will not be protected from oxidation like pieces that have gold plating or rose gold plating.

• What is rhodium plating?
  Due to its resistance and shine, rhodium is widely used in the jewellery industry, in the finishing stage of silver and white gold jewellery.
  In the case of silver, plating is given to create a protective layer on the piece, giving shine and preventing its oxidation. However, it is important to note that rhodium plating is not eternal. Jewellery such as rings and wedding rings are more susceptible to wear than other pieces because they are worn more frequently. Rhodium plating begins to wear out with 1-2 years of use, but in jewellery worn infrequently, the signs may appear later.
  In general, rhodium plating protects the silver piece from oxidizing (turning dark), but everything will always depend on the use and care of each person.

• I WILL BUY A RING BUT I DO NOT KNOW WHAT SIZE. HOW CAN I DO?
  If you still don't know the right size for the ring you love, we will help you find it. Visit our Size Guide and find out which is the right size for you.

Customer Account

• How to create an account on the TASHI website?
  Creating a TASHI account is very easy and has numerous advantages.
  To begin, you must click on the icon in the upper right corner.
  On this page, you must enter your email address in the "Not a registered customer?" option and click on the "CONTINUE" button.
  You must fill in all your personal data and order shipping address information and, at the end, click on the "Finish" button.
  After clicking on finish, you will be redirected to your personal account, where you will have access to your personal data, address book, subscriptions, order history, returns, discounts, loyalty program points, and also access to the option of deleting your account.

• HOW CAN I RETRIEVE MY PASSWORD?

  If you are a registered customer at tashijewels.com, but do not know your password, please follow these steps:

  Click on the icon in the upper right corner.

  In the "Already a Registered Customer?" box, you should click on the "FORGOT PASSWORD?" option.

  Introduce your email address and click on the "SEND RECOVERY REQUEST" button.

  After successfully submitting your recovery request, please check your email inbox to finalize the process.

  
  

• HOW DO I CHANGE MY ACCOUNT INFORMATION?

  You can quickly and easily change some of your personal details, such as your name, address and mobile phone number in your personal account at tashijewels.com.

  After logging in, you are redirected to your personal account where you can edit your details. If you are browsing the site and are already logged in, you should click on the "My account" option in the top right corner.

  If you have any additional questions or concerns, please contact us through our Customer Support.

• I DO NOT WANT TO RECEIVE ANY MORE EMAILS. HOW TO PROCEED?

  If you wish to stop receiving the TASHI newsletters with news, collections of assorted brands and campaigns, you can do it in your personal account.

  After logging in to tashijewels.com, you must enter your personal account and click on the "Subscriptions" menu. On this page, you can choose to modify your option to receive or not receive the newsletters of product suggestions and promotions and campaigns emails.

• Can I delete my account?

  Yes, you can delete your account on tashijewels.com. Simply log in to your personal account, select the "Account Deletion" menu. On this page you should enter your password in the required field, check the "Permanently delete my account" option and then click the "Delete account" button.

  Deleting your account on our website is final and irreversible. After deleting your account, you will have to submit your order documentation, including the invoice, in order to benefit from guarantees and/or other aspects related to your purchase.