Online Store FAQ’s

Ordering

  • Advantages of ordering online at Boutique dos Relógios
    1. Detailed Information
      1. All articles are presented with clear images, details, and technical description.
    2. Wish-list
      1. Never lose sight of a product you loved. Add the object to your wish-list by clicking on the star or the "favorite" button
    3. Personalized Delivery
      1. If you are offering the article to someone special, you may decide on a personalized message, or a special wrapping, surprising the recipient of the gift.
    4. Offer Coupons or Promotional Discounts
      1. Boutique dos Relógios Online delivers your order in the manner that is most convenient for you.
        1. Address Delivery
          In the case where you have attached a delivery address to your account, the same address shall appear as the delivery address associated with the order. You may edit and indicate an alternative address if necessary.
        2. Store Pickup
          Select amongst the vast network of Boutique dos Relógios stores present in Continental Portugal or in the autonomous regions of the Azores and Madeira to retrieve your order.
      2. Whatever the method of delivery selected, the client should always fill out the fields related to the income address with the name, address, and government business number associated, including a contact phone number.
      3. In the case where the income address is filled out in your account, this address will be associated to your order. You may edit and indicate alternative information if necessary.
    5. Secure Payments
      1. Select one of the payment methods available: Visa, MasterCard, PayPal, UnionPay, or ATM.
        To make your purchase experiences more convenient and efficient, Boutique dos Relógios Online allows you to associate a credit card to your account, avoiding the reintroduction of your details during each new order.
        This option is available when you select the Credit Card payment option.
    6. Free Shipping
      1. We offer free shipping on orders made to Continental Portugal and the autonomous regions regardless of the order price
      2. All articles at check-out display the estimated delivery date according to our warehouses. Shipping begins after the payment is confirmed.
      3. Expected shipping and delivery dates are calculated according to your geographic location:
        Shipping to Continental Portugal: Approximately 48 hours
        Shipping to the Azores or Madeira: Approximately 72 hours
    7. Open 24h
      1. Make your purchases at any time and any day of the week.
    8. Free Returns
      1. We provide 30 days for any exchange or returns on your order.
  • Purchasing Process A-Z

    The purchase process may be made under two different and independent methods: Either directly through the Online Store and navigating across all products available in that area, or through each of the product categories (watches, timepieces, jewelry, bijoux, accessories) providing you with direct access to all brands and models that we carry amongst our vast product portfolio.

    On the product page you may view the product in detail utilizing the ZOOM function present next to the image, or by clicking on each one of the available photographs available, allowing you to visualize the product from every angle. Additionally, you may consult all of the technical details in the characteristics area near the article, as well as a brief description, reference, and price.

    In the case where the article is sold in various sizes – i.e. rings – you may consult the available sizes and select your size.

    Select an article and add it to your shopping cart. Continue shopping or begin the delivery process of your order.

    To conclude your order, you should have a registered account on Boutique dos Relógios Online. If you already have an account, you may sign in utilizing your associated email and password to authenticate.

    Purchasing without an account? Don’t worry. Given the simplicity of the process, you may create one quickly during the checkout process. See how to create an account here

    Are you gifting any of the articles in your order? Choose if you’d like special packaging or if you would like to send a personalized message.

    Decide how you would like to receive your order: Either at the address indicated or at any of our stores.

    Select amongst the multiple payment methods provided: Credit Card, PayPal, or ATM.

    Confirm all items in your order before finalizing your purchase. Confirm the articles, descriptions, quantity, and prices. If you have a discount coupon, introduce the code in the respective field.

    Order confirmed! You will receive a confirmation email at the address associated to your account.

    Done. You have just purchased from the Boutique dos Relógios Online store. Thank you for your preference!

  • Can I remove articles from my shopping cart?

    In your shopping cart you will find all of your selected articles in your cart, the description of the products, the quantities selected, and unit prices.

    To add more articles to your cart, select “add to cart” on the remaining products.

    If you intend on altering the quantity of a product, select the number of intended units, and the content of your cart will be updated.

    To eliminate one of the articles, you may click on the “trash can” icon or place a “0” in the quantity area. When the cart is updated, that article will be eliminated.

  • What are the shipping times?

    The expected shipping times are indicated during the 2nd phase of your purchase (send).

    However, the final delivery date is only validated after payment confirmation, which is dependent on the completion of the order payment. P.O. box deliveries are not permitted for home deliveries.

  • What is Pick & Collect?

    OPick & Collect is the option to retrieve your online order from a physical store. The advantage of Pick & Collect is the added convenience that can be attached to your online experience. In the case where you are unable to receive your order you may retrieve your order from a store that is most convenient for you at no additional cost.

    To take advantage of this service, on the 2nd phase of your order, select the option “Store Pickup” then indicating which store is most convenient for your order.

    You will receive an email/SMS from the shipment company when your order has been delivered.

  • May I ship my order to a P.O. Box?

    Boutique dos Relógios Online does not deliver to P.O. Boxes. At the checkout select the available method that is most convenient for you: either at an address indicated by you or at any of our stores.

  • I was not present during the indicated delivery time at the address. Now what?

    In the case where no one is present at the time of delivery, a new time shall be scheduled by the shipping company. In the case where the second delivery is unsuccessful, your order will be returned to the shipping center and canceled.

    In this case, your payment will be credited to the same payment method utilized with the deduction of shipping and processing costs. At this time, transportation, processing, and shipping costs for continental Portugal are 15.30€ (VAT included).

  • May I view my delivery process?

    Yes, you may. Once your order has been processed, an email will be sent for you to accompany the delivery. Consult the shipping website utilizing the number provided in your email to view.

    All orders placed through Boutique dos Relógios Online will be made through the shipping company Chronopost. The moment your order shipment begins, you will be notified by the transportation company, and you will receive a link to consult the shipping process.

  • Can I pick up my online order at a physical store?

    Yes, you may. If it’s more convenient for you, you may select the store pick up option (pick&collect) on the 2nd phase of your order process, simply selecting the store that is most convenient for you.

  • How much time do I have to pick up my order in store?

    From the moment you receive via email or SMS the arrival confirmation of your order at the Boutique dos Relógios store, you have 72 hours to retrieve your order, within the store’s working hours

    In order to pick up your order you ned to present the email or SMS you received as well as you citizens card or tax Id. Failure to present any of these elements prevents the picking up of your order.

  • What is the schedule for in-store pick up?

    You may retrieve your order during the regular business hours of the selected store. Consult here the business hours of each one of our stores.

  • How should I proceed to pick up my order in store?

    You may speak with any one of our store colleagues, indicating that you are there to retrieve an order made through the Boutique dos Relógios Online store.

    To receive your order, you must present the email or SMS confirmation and your citizen card or government number. If you are unable to present any one of these elements, it will result in the article not being delivered.

Payment

  • What payment options do I have at my disposal?

    Boutique dos Relógios Online provides the following payment options: Visa, MasterCard, PayPal, UnionPay, MBNet, ATM or through vouchers/promotional discounts.

    1. ATM
      1. By selecting this option, both an entity number and a reference number will be generated, it will be associated to the price of your order, and can be made within 7 days, after confirmation of your order. You will find all necessary information at an ATM, or online through the online services of your bank. In any case, simply select “PURCHASE PAYMENTS” followed by “SERVICES”. In the case of cancelation or return, your return payment is guaranteed to be automatic and secure.
    2. 2. Credit Card (Visa | MasterCard)
      1. Boutique dos Relógios Online, to facilitate the comfort and efficiency of your orders, allows you to associate a credit card to your account, avoiding the reintroduction of card information during every new order
        You may utilize your credit card with complete confidence of the security and of the rules established by VISA International and Europay/MasterCard International. In addition, all authorization requests to concretize your transaction with any card associated to these companies, will only be possible if the elements provided include the security code (CVV2/CVC2) of the respective card.
        The security code is a number comprised of three digits, printed on the back of your card, next to the number, to the right of the signature box of all Visa cards.
    3. MB Net
      1. Make your purchases with MB Net on any website that allows payment from MasterCard, or Visa, and create a virtual payment card through your MB Way app or in on the MB Way website. Ask your bank on how to utilize your MB Net service on Homebanking and Mobilebanking.
    4. Vouchers or Promotional Discounts
      1. Vouchers obtained at physical Boutique dos Relógios stores are not valid on the online store and vouchers or promotional codes obtained from the Boutique dos Relógios website can only be utilized on the online store.
  • Is it safe to pay through the Boutique dos Relógios Online store?

    Absolutely. The Boutique dos Relógios Online store utilizes the 3D-Secure protocol.

    This protocol is comprised of a service that is available through the Visa, Visa Electron, MasterCard, and Maestro networks, ensuring heightened levels of security for consumers shopping online by ensuring that at the moment of the transaction the responsible party for the payment is the same as the legitimate cardholder.

    By signing up for this service, during each online payment you must provide additional validation. Therefore, after inserting the card details, the customer will be asked to insert the 3D-Secure code. The bank will then validate this code and only then will the payment be authorized and finalized online.

  • What is the difference between the shipping address and the billing address?

    The shipping address is the address you select for the delivery of your order. To create a shipping address: Complete name, address, locality, and postal code. At any time, you may consult or alter your shipping address, including the option to make your shipping address your billing address as well.

    Your billing address is the address utilized for billing reasons. Please be aware that the name of the individual being billed must be the same as the government number.

  • May I ask for a receipt in my company’s name?

    Yes. In your client area, in the area indicated for billing information, fill out the fields with the required information.

Exchanges & Returns

  • I am not 100% satisfied with my purchase, how should I proceed?

    In the case where you are not 100% satisfied with your purchase, you have 30 days to return or exchange your article. You may return or exchange the article as long as long as it is in the same conditions as it was sold, with the original packaging, and accompanied by all included accessories.

    Contact our Client Information Center where one of our specialists can further assist you with how to proceed with your exchange or return process.

    In the case where you return your article without speaking to the Client Information Center (808 100 010 or cliente@boutiquedosrelogios.pt) the article will not be received. .

    1. EXCHANGE
      1. After contacting the Customer Information Center and receiving the necessary information, you should follow the instructions provided, with the original packaging and the security seal intact, at any one of our sales locations or at one of the 500 pick-up points of Chronopost.
    2. RETURN
      1. After contacting the Customer Information Center and receiving the necessary information, you should follow the instructions provided, with the original packaging and the security seal intact, at any one of our sales locations or at one of the 500 pick-up points of Chronopost
  • What are the return conditions of an article?

    All elements sold alongside the product (including the packaging and accessories) are required for returns or exchanges. The certificate of guarantee and the receipt are necessary for the legal guarantee and rights or the eventual voluntary guarantee provided by the respective manufacturer.

    1. We will not accept exchanges or returns on products that show signs of wear or misuse (including: scratches, signs of falls, cuts or bangs, and signs of humidity in products that are not sold as water resistant) or with the security seal open. In these cases, we are unable to return the full price of the article and will proceed to repairing the article in the state that it is presented.
    2. We will not accept exchanges or returns on personalized articles by the client or personalized according to specifics provided to us by the customer.
    3. - For health reasons, we will not accept bracelets that present signs of usage. In this case, the value of the article will be returned, deducting the cost of public sale of the respective bracelet, which will be returned to the customer.

    The return is processed, according to the criteria indicated above, after the return of the product, the respective technical verification of the state of the article and after the guarantee that the conditions of Returns and Exchanges have been met (make link for section of exchanges and returns).

    After confirming that the conditions of cancelation and returns have been met, the returns will be debited within a maximum of 30 days. Returns will not be made on complimentary items (special packaging and/or personalized message cards).

  • My article is broken. How should I proceed?

    Please visit any one of our Boutique dos Relógios stores, presenting your receipt and complete product. If this is not possible, contact our Customer Information Center (808 100 010), and they will assist you.

  • How is the money returned?

    After the product has been analyzed by our technicians, if the article meets our established return conditions, the value paid shall be returned within a maximum of 30 days beginning from the day the product was officially returned.

    The credit will be processed automatically to guarantee an efficient and speedy return for our client’s convenience, and will be returned according to the payment method utilized during the initial purchase:

    1. CREDIT CARD VISA / MASTERCARD / PAYPAL:
      1. The return amount will be automatically debited to the credit card or PayPal account utilized during the initial order.
    2. PAYMENT VIA ATM REFERENCE:
      1. Order with associated banking number (option available in the client area and 3rd phase of order / payment of order): amount automatically debited in your bank account;
      2. Order without associated banking number (option available in the client’s account and 3rd phase / order payment): a digital voucher will be sent to the email associated to the order, to guarantee an expedited return and the convenience of utilizing the voucher in future purchases at boutiquedosrelogios.pt.

Vouchers

  • What are vouchers?

    They are checks with a predetermined value printed onto the ticket, received via the Boutique dos Relógios website, and are valid for one year starting on the date of emission. These vouchers can only be used as payment through orders placed on the online store.

    These vouchers will not facilitate any monetary return and should be utilized on purchases equal or greater to the value of the voucher, no cash will be returned.

    Boutique dos Relógios is not responsible for loss or theft of vouchers.

  • What are the vouchers validity?

    The vouchers are valid for a period of one year from the date of emission, after which they are no longer viable as a form of payment.

  • I would like to gift a voucher. May I add a personalized message to the voucher?

    Yes, you may associate a personalized message (maximum of 500 characters) which will be sent alongside your gifted voucher.

  • I received a voucher. How can I use it?

    If you have received a voucher, you may use it as a form of payment, simply introducing the corresponding code during the order confirmation and the beginning of the checkout process. The value of the voucher will be deducted from the order total. If the voucher’s value is inferior to the order placed, you may the remaining amount by selecting one of the several payment methods at your disposal.

  • I received a voucher. May I use it in a physical store?

    The vouchers received through the Boutique dos Relógios website can only be utilized on the online store. They are not applicable to any purchase made at our physical stores.

  • Can my voucher be denied?

    The vouchers received through the Boutique dos Relógios website can only be utilized on the online store. They are not applicable to any purchase made at our physical stores.

    1. Your voucher can be denied for one of two reasons:
      1. Verify if the voucher’s date has expired .
      2. Verify if you have introduced the voucher’s code correctly .

My Client Area

  • How can I create an account?

    Creating an account at Boutique dos Relógios Online is very simple. Indicate your name, email, and password. For security purposes, you will be asked to confirm your password to guarantee that you have written it correctly and to make sure you do not have any difficulty accessing the online store in the future. Afterwards, click on the “Register” button.

    You will be sent an email with a confirmation link to the email indicated during the registration process. Simply click on the link to activate your client area.

    After registering, you will have access to your client area where you will be able to manage your personal information and password, wish-list, and your shipping and billing addresses for your online orders.

  • What is the difference between the shipping address and the billing address?

    The shipping address is the address you have selected for order shipments. To create a shipping address, indicate: complete name, address, location, and postal code. At any moment, you may consult or alter your shipping address, including the option to make it the same as your billing address.

    The billing address is the address utilized for your receipt. Please be aware that the name of the individual being billed must be the same as the government number.

  • Security and confidentiality

    Our main concern is to guarantee that our website users and potential clients not only are following all legal obligations, but also have complete and total privacy and security of their information and transactions made through the boutiquedosrelogios.pt website in accordance with the world’s leading practices available

    For detailed information please consult our Privacy Policy page.

General Questions

  • How can I learn more information about an article?

    Please do not hesitate to contact one of our specialists – by clicking on the “email specialist” button – present on the product page in the case of any questions in regard to the product. Our team will contact you as soon as we can.

  • I am undecided between several products. How do I make the best decision?

    If you are undecided between several products and would like to view them side by side, we suggest labeling them as “favorite”, an option available on the product page, and they will be saved to your “wish-list” in your client area.

    Products selected as favorites are available to consult and access easily to begin the shipping process. This area will give you a general view of all products you labeled as favorites.

  • How do I stay informed about the latest campaigns and releases from Boutique dos Relógios?

    Simply sign up for our newsletter, which you are able to do without having a registered account at Boutique dos Relógios Online.

    Introduce your email in the field marked “newsletter” present in all of the pages on the Boutique dos Relógios website and you will receive all of the latest news on campaigns and new releases.

  • May I cancel my subscription to the Boutique dos Relógios newsletter?

    Yes. On every newsletter you receive you may cancel the subscription at any time by simply clicking on the unsubscribe link. We simply ask you to help us better serve you and other clients by indicating in the small questionnaire available at the moment of cancelation why you have decided to cancel your subscription.

  • May I alter or cancel my order?

    Yes, as long as the order has not entered the logistical processing process. You will not be able to make any alteration or cancelation to the order from the moment that the order is in processing or in shipping phase.

    Alteration of country or store pick up cannot be altered.

    In cancelation situations, the return is guaranteed through an automatic, efficient, and safe method.

  • Do you have financing solutions online?

    No. To utilize any one of our financing solutions, you should visit one of stores and we will gladly present you with the ideal solution for you.

    Boutique dos Relógios provides you with the type of service that allows you to manage your time with serenity and confidence.

    With Boutique dos Relógios credit, we provide you with yet another service that allows you to fulfill your dream, or simply manage your time at your own pacing. Now, creating the possibility of acquiring your favorite piece in a more tranquil manner with various payment plans, interest-free.

    A fast, simple, and safe service.

  • How do the warranty and post-sale services work?

    The warranty is valid for a period of two years from the date of purchase. This does not affect the consumers rights established by the decree-law 67/2003, of April 8, with the alterations introduced by the decree-law 84/2008, of May 21. Likewise, the rights provided by the International Manufacturer’s Warranty of the same law are not affected.

    During the warranty period, if the product displays a fabrication defect it will be repaired for free or substituted for a similar model in cases where the a repair is not possible. The customer must present the product alongside the original certificate of the International Manufacturer’s Guarantee, duly and completely filled out (indicating the date of purchase, name and address of enterprise, and the serial number of the product when applicable) and the receipt of purchase or another proof of purchase. Excluded from the warranty: batteries, external components (bands, bracelets, and glass), defects on the product made through hits, inappropriate usage, negligence, improper tampering, unauthorized repairs, accidents or normal wear and tear.

    The guarantee provided by the manufacturer is valid at the resale locations and authorized technical assistance centers. All products requiring repair will be analyzed by our technical services with maximum urgency possible. To find out which of them are in Portugal or if you have any questions or concerns in regards to post-sale services please contact us through cliente@boutiquedosrelogios.pt .

    Consult the Terms and Conditions of Usage here.

  • May I take advantage of tax-free on my online orders?

    No. To take advantage of tax-free visit one of our physical stores. Consult our website’s dedicated Tax-free section.

  • Alternative Litigation Resolution

    In the case of consumer litigation, the consumer may consult the Entity of Resolution and Litigation of Consumer.