Do you have any doubt?
Frequently Asked Question
Here, you can find answers to the most common questions from our customers. Your question might be listed below. If you don’t find the answer you’re looking for, feel free to get in touch with us.
SHIPPING
Where are you based?
Vecino Custom is headquartered in Porto, Portugal.
All processes, including customer support, photo editing, engraving, and packaging, are carried out by our team. We take full responsibility and are fully involved in every stage of your order.
We have agreements with various shipping carriers (UPS, FEDEX, CTT EXPRESSO), allowing us to always choose the most economical, sustainable, and efficient service for each destination country.
Where do you ship to?
We ship from Portugal 🇵🇹 to the entire world.
What is the shipping cost?
Shipping costs are calculated at checkout. For orders over €50, shipping is free.
I placed my order, now what?
- Check your email to ensure you received your order confirmation. You'll find your order number there.
- Once your jewelry is ready, you will receive your tracking code via email, which you can use to track your order.
Can I track my order?
Absolutely! Simply visit the TRACK ORDER page and enter the tracking code sent to your email once your jewelry has been shipped.
I didn’t receive my tracking code.
- You will receive your tracking code after we have created and shipped your jewelry.
- If you don’t see it, check your SPAM folder.
- If it’s still not there, please contact us.
When will my order arrive?
As personalized jewelry is made exclusively to order, the processing and creation time is up to 3 days. Once shipped, the transit time depends on your location:
- Portugal: 1 day
- Spain: 1-2 days
- United States, Canada: 2-3 days
- France, Italy, Germany, Netherlands, Belgium: 2-4 days
- Rest of Europe (including the UK): 3-7 days
RETURNS
My item arrived damaged. What can I do?
Please fill out this form. We will carefully review the situation and send a replacement product to you as soon as possible.
I’m not happy with my item. Can I get a replacement?
- If the photo you uploaded does not meet our PHOTO GUIDELINES, unfortunately, you are not eligible for a replacement.
- However, if the photo meets the guidelines and our production team made a poor engraving despite having a great photo, we will send you a free replacement.
How can I cancel my order?
- To cancel or modify your order, you must notify us within 24 hours of placing it.
Am I eligible for a refund?
A refund is only possible if your order is lost in transit.
Do you accept returns?
As our jewelry is custom-made, we do not accept returns. However, if you have an issue or are unsatisfied with your jewelry, please fill the form , and we will review your case.
Keep in mind that, as stated in our product pages, we are not responsible for the photos you upload. If the uploaded photo does not meet our quality standards, we cannot offer returns or refunds for dissatisfaction or engraving inaccuracies.