FAQ

Your jewelry +

All pieces are handmade in Sterling Silver. Silver undergoes a natural chemical process called oxidation which can darken the piece. That happens with more or less intensity depending on the proximity to the ocean, air pollution, the skin’s PH or how you store your jewelry. It is not related to the quality of the material.

Keep away from perfume, cream, soap, talcum, heat, steam, chlorine, detergent, sweat or any chemical product. It causes damage to the silver and specially the gold plating.

The natural stones and pearls are fragile materials that can break with impact.

Clean your jewelry with a clean dry cloth and store in the original packaging away from other jewelry to avoid scratching.

How to take care of your Paola Vilas jewels? +

General care

Handle jewelry carefully. Be especially careful not to drop them on the floor or hit them against hard surfaces, as this can damage your delicate structures, which are not covered by the warranty. Remove jewelry before swimming, showering, playing sports or other physical activities. Avoid contact with makeup, creams and perfumes.

How to take care of your Sterling Silver jewels

Paola Vilas Silver jewelry uses a metal alloy internationally known as Sterling Silver - 925, which means that it consists of 92.5% pure silver. Clean your jewelry with a soft bristle toothbrush and mild soap under running water. If the dirt is difficult to remove, soak the jewel in the soapy water for 5 to 10 minutes and dry with a delicate paper. If the result is still not satisfactory, bring or send your jewelry to our store in São Paulo or atelier in Rio de Janeiro for a professional evaluation.

How to take care of your Sterling Silver with 18k Gold Plating jewels

Paola Vilas Silver jewelry uses a metal alloy internationally known as Sterling Silver - 925, which means that it consists of 92.5% pure silver. The pieces with gold bath, take a layer bath in 18k Gold - 21 Micron Yellow. Clean your jewelry with a soft bristle toothbrush and mild soap under running water. If the dirt is difficult to remove, soak the jewel in the soapy water for 5 to 10 minutes and dry with a delicate paper. If the result is still not satisfactory, bring or send your jewelry to our store in São Paulo or atelier in Rio de Janeiro for a professional evaluation.

How to take care of your Gold jewels (fine jewelry)

The jewelry created by Paola Vilas is produced in 18k Gold - Yellow. In all of them, the Pure Gold content (75%) remains unchanged. Clean your jewelry with a soft bristle toothbrush and mild soap under running water. If the dirt is difficult to remove, soak the jewel in the soapy water for 5 to 10 minutes and dry with a delicate paper. If the result is still not satisfactory, bring or send your jewelry to our store in São Paulo or atelier in Rio de Janeiro for a professional evaluation.

Oxidation

Silver and Copper (metal present in most gold alloys) in contact with air undergo a chemical phenomenon called oxidation, which can cause a change in the original color of the jewelry. This color change does not represent a change in the quality or content of the alloys. It is a natural and superficial alteration, occurring to a greater or lesser extent depending on factors as distinct as the proximity to the sea, the PH of the skin, or the way in which the jewelry is stored.

How to take care of your pearls and other natural gems

Pearls need some special handling care. Contact with perfumes and creams, for example, should be avoided. Pearl jewelry should also not come into contact with water. Avoid contact of the pearl jewelry with other jewelry and, when handling it, it is recommended to hold the piece by the metal.

It is recommended to clean the pearls with a soft, damp cloth, never using any type of brush.

What is the shipping time? +

Our shipping time is variable and calculated according to the zip code indicated on the cart and the shipping option chosen at the end of the purchase. The indicated period will start counting from the next business day after the payment is confirmed and the counting will always be in working days. Your order tracking code will be sent to your registration email.

Jewelry shipping

Paola Vilas delivers throughout Brazil through a partnership with the Post Office. Our jewels are sent via Sedex and continue to be properly packaged, thus guaranteeing the integrity of the product throughout the journey.

All orders are insured with the Post Office and the value is calculated according to the order value.

How will I know if my order has been approved? +

After completing the order in our online store, you will receive 2 emails confirming the order and payment and ensuring that it is 100% approved for the next steps (separation, shipping and delivery).

Order Confirmation - Paola Vilas always sends an email informing you that your order has been successfully placed and included in our system. This does NOT mean that the order is approved as payment has yet to be confirmed.

Payment Confirmation - After being informed via email that the order has been successfully placed, the system evaluates the payment option, verifying information and sends a new email CONFIRMING THE PAYMENT or CANCELING THE ORDER.

If the email is APPROVED PAYMENT, your order will proceed to the next steps and will be delivered according to the deadline informed after that date.

If you receive the ORDER CANCELED email, please check the information that was entered and / or contact your bank or card operator to make sure that there is nothing divergent and / or that prevents the purchase and later you can try purchase or contact us at +55 (21) 96716-9710 or email sales@paolavilas.com.

How to track your order? +

When your order is shipped, you will receive the tracking code by email. With this code it will be possible to access the Post Office website and track its delivery.

How many delivery attempts will be made if I am not at the delivery address? +

According to the post office procedure, 3 (three) delivery attempts are made at the informed location.

It is essential that there is a person at the address to receive the product and sign the proof of delivery during business hours. It may be a relative, porter or third party, provided they sign the receipt confirming receipt of the jewel.

If there are 3 (three) unsuccessful delivery attempts, the jewel will return to Paola Vilas and can only be resent after confirmation of the address.

Accepted payment methods +

Credit card:

Visa, Mastercard, Elo and American Express.

The data entered into our system are properly protected under a security system where the data on your card is inserted directly into the system of the Credit Card Administrator or bank institution that makes the release. If there is a problem and / or divergence in the information, the payment will not be approved and we will send an email informing you about it. Always check if your registration is up to date to avoid inconvenience with the payment approval. The installment of the purchase price varies according to the product in question.

Discount codes:

Customers who have some type of discount code for use in the online store must enter in the field indicated, checking the stipulated deadline for the promotion.

How do I cancel my order? +

BEFORE BILLED ORDER:

Send an email to sales@paolavilas.com within a maximum of 24 hours after placing the Order, requesting cancellation. After this period, Paola Vilas does not guarantee that the Order will not be sent

AFTER SHIPMENT / RECEIPT OF ORDER:

Send an email to sales@paolavilas.com requesting the cancellation. Cancellation can be made within 7 days after payment confirmation. You must return the purchased product (s) so that, only after receipt and analysis by Paola Vilas, the cancellation order can be finalized and the purchase reversed.

How do I know my Ring size? +

To find out the size of your ring, measure the INTERNAL diameter of a ring you already have at home with a ruler or tape measure.

Then check out our Size Guide to find out your size and select the ideal one on the product page.

How do I know my Bracelet size? +

The size of the bracelet can vary according to the preference of each person, as some prefer it tighter to the wrist and others prefer it wider. Paola Vilas recommends that the bracelet is not too tight or too loose.

To find out the approximate size of your Paola Vilas Bracelet, take a tape measure and measure the circumference of your wrist at the height you would normally wear a watch.

Select your ideal size on the product page:

Up to 16 cm - Small size

Between 17 and 19 cm - Medium size

19cm onwards - Large size

Returns & Exchanges +

To make a return or exchange, contact our customer service team at: sales@paolavilas.com within 7 days of its receipt, according to Brazil’s Consumer Protection Code. You must include your order number name and reason of the exchange and/or return request.

We don’t exchange or return international orders.