Shipping, Returns & Exchanges

Shipping, Returns & Exchanges

Last updated: 16/05/2026

1. Shipping Information

Where We Ship

We currently ship to Portugal‍ and European Union countries‍ ‍

We do not ship outside the EU at this time.

Processing Times

‍ ‍Ready-made items: ship within up to 2 business days.

Custom / made-to-order items: production time up to 4 weeks, followed by up to 8 business days for delivery (varies by country and carrier).

During busy periods, processing times may vary slightly.
Delays caused by carriers, customs or postal services are outside our control.

Shipping Fees

Shipping costs are calculated at checkout based on destination and package weight.

Delivery Issues

If your parcel arrives damaged, incomplete, or appears tampered with, please email us within 2 days of delivery at hello@joanadarq.pt with:

  • Photos of the outer box

  • Photos of the item from all angles‍ ‍

  • Your order number and description of the issue

  • Claims outside this timeframe may not be accepted.

2. Returns

Eligibility

You may return ready-made items only, within 14 days after delivery, if:

  • The piece is unused, unworn, undamaged‍ ‍

  • It is returned with all original packaging (tags, postcards, pouches, tissue paper, etc.)

  • It is safely packed to avoid damage during return shipping

    Return shipping costs are the customer’s responsibility.

Non-returnable items

For hygiene, safety, and customisation reasons, the following cannot be returned:

  • Custom pieces

  • Made-to-order items

  • Earrings

  • Items marked as final sale‍ ‍

3. Exchanges

Portugal Only

Exchanges are available only for customers in Portugal. You may exchange:

  • For a product of equal value

  • For store credit (valid for future purchases and for two years).

The item must meet the same conditions as a return (unused, undamaged, original packaging).

We do not offer exchanges for customers outside Portugal.

4. Refunds

Refunds are issued once the returned item is:

  • Received

  • Inspected

  • Approved

If the item arrives damaged due to poor packaging, we cannot issue a refund.
Refunds are processed to the original payment method only.

5. Lost or Delayed Packages

Once handed over to the carrier, responsibility for transit lies with the postal service.
We are not liable for:

  • Delays caused by the carrier

  • Incorrect addresses provided by the customer

  • Parcels marked as “delivered” by the carrier but not received

  • If your order appears lost, contact us — we will assist with the investigation.

6. Cancellations

‍ ‍Ready-made items: cancellations accepted only before the order is shipped.

Custom pieces: can be cancelled but once production has started, the deposit of 50% is non-refundable.