FREQUENT QUESTIONS

Every order is confirmed by email. Check your spam or promotions folder first. If it isn't there, email [email protected] with the name used at checkout and we'll resend it.

You can cancel free of charge by emailing [email protected] within one hour of placing your order. After that, your order may already be in preparation and changes cannot be guaranteed. During promotional campaigns such as Black Friday, orders cannot be cancelled once placed. If cancellation is no longer possible, you can refuse the delivery and we'll issue a full refund once the parcel reaches us.

Orders are processed within 1–2 business days, then shipped. Engraved, on-demand and pre-order pieces may need additional preparation time, shown on the product page or at checkout.

The piece isn't immediately in stock and is being produced or reserved for you. The estimated shipping timeframe is shown when you order.

Yes. Combined in one order, the shipment follows the longest preparation time.

At cinco-store.com and through selected authorized retailers. For stockists near you, email [email protected].

You'll receive a tracking number by email as soon as your order ships. If the tracking hasn't updated or you need help, contact [email protected].

Our Size Guide shows you how to measure at home and compare against our sizing.

The Size Guide includes measurements and shows how each length sits. If you're between sizes, Customer Care can help you decide.

We offer resizing and length adjustments on eligible pieces. Email [email protected] with the piece and the size you need for pricing and timing.

Major cards and the local payment options available in your country. The full list for your location appears at checkout.

Yes. All transactions are encrypted and processed through secure payment providers. We never store your card details.

No, unless stated otherwise. Promotional codes can't be combined with each other or with other site promotions.

Our precious-metal jewelry is produced and certified in Portugal in line with Portuguese and European requirements on restricted substances, including nickel.

Our pieces are made from certified precious metals under Portuguese and EU regulations. Individual sensitivities still vary, so anyone with a history of severe allergic reactions should speak to a dermatologist.

Certified precious-metal jewelry has a legally defined composition and is subject to official hallmarking and verification. CINCO's precious-metal pieces are produced in Portugal under that regulated framework.

Put it on last, after perfume, skincare and makeup, and take it off before showering, swimming, exercising or sleeping. Wipe it gently after wear and store each piece in its CINCO pouch, in a cool dry place away from humidity and direct sunlight.

For 925 sterling silver, use a soft, lint-free cloth regularly; for a deeper clean, mild soap, warm water and a very soft brush, then rinse and dry completely. For gold-plated pieces, use only a soft, dry cloth and avoid polishing cloths, abrasive products, detergents and prolonged contact with water, as these strip the plating.

No. Plating is a finish, and it wears naturally over time depending on skin chemistry, perspiration, water, perfume, cosmetics and heat. That's normal wear, not a defect. Many pieces can be re-plated through our Refresh & Reborn service: email [email protected] with photos and we'll send you an estimate.

Primarily 925 sterling silver, 18ct gold-plated 925 sterling silver and solid gold, depending on the piece. The exact composition is listed on every product page.

Yes. Our precious-metal jewelry is officially hallmarked and certified by the INCM Assay Office, as required in Portugal. It is designed and handmade in Portugal by Portuguese jewelers, under strict quality control.

Yes, 3 years from the date of delivery against manufacturing defects. Your invoice and order number are your proof of purchase, so there's no separate warranty card. Normal wear, accidental damage, loss, improper use or storage, and work done by another jeweler are not covered.

Yes, within 14 days of receiving it. Pieces must be returned unworn and in their original condition and packaging, including any gifts, which are considered part of the product. Trying a piece on is fine; signs of wear or alteration are not.

Yes. Custom and engraved pieces are made for you and cannot be returned or exchanged.

Use our Returns Portal and enter your order details. You'll receive the instructions and the return documents needed to complete it.

Yes, we ship worldwide. Some remote destinations have limited options; contact us if you're unsure about yours.

Processing takes 1–2 business days. Delivery after dispatch:
Portugal: 1–3 working days
Spain: 1–3 working days
EU Zone 1: 3–5 working days
EU Zone 2: 4–6 working days
International: varies by destination.

No additional customs fees apply within the EU. Outside the EU, duties and import taxes may apply and are the customer's responsibility.

Email [email protected] or WhatsApp here, Monday to Friday, 9AM–6PM Lisbon time. We reply within 2 business days.