Fio de Ouro FAQ

• Placing an order at fiodeouro.net really couldn’t be easier – simply register on our site using our quick and easy registration process, and you’re ready to go!

• We hate to see you disappointed so we do our very best to ensure that our products are always in stock. In the event that an item goes out of stock, we’ll make sure we tell you on the product page so you don’t get a nasty surprise at the checkout!

Yes you can! Simply send us a message from the WhatsApp link on the website and we will do our best to help you.

• If you change your mind about a product after you’ve placed your order, simply contact us on the WhatsApp link on the website and we’ll take it from there.

• If you decide to cancel your order, please contact us as soon as possible. Your order can only be canceled before it has been dispatched.

• Yes. We make sure we keep you fully informed throughout the ordering process. As soon as your order has been processed, we’ll send you an email confirming all the order details.

• We value your privacy and we’ll never ask for any information from you unless it is absolutely essential. The information we take from you during the registration and purchase process ensures that we can deliver your order to you quickly, efficiently, and accurately. You can rest assured that we never store any sensitive information on our systems – that’s a promise!

• Occasionally, some products are on pre-order. To pre-order these products simply add to bag and proceed with checkout. The release date is the scheduled date on which the product is ready for dispatching by Fio de Ouro in the UAE. This date therefore depends on our suppliers and is subject to change without notice. Once you place the pre-order, your card will be charged and your product will be reserved as soon as we receive the stock, on or after the release date. You will receive an order confirmation by email right after you finish your transaction. As soon as your product is withe Fio de Ouro and ready for dispatch you will receive a notification by email and SMS.

• We want to make ordering and paying for your purchase as quick and easy as possible. We accept all major bank cards, ApplePay and you can even choose to pay “Cash on Delivery” for UAE delivery locations.

• Yes! You can pay using any valid Visa or MasterCard, regardless of where it was issued.

• When you place an order with us we will request your bank to authorize the amount. This is simply when the funds are placed on hold! Once we process your order, we will capture the funds. If you receive multiple text messages from your bank don’t worry we will only capture the total amount of your order and no more.

• Unfortunately this is not possible. Once you’ve placed an order, you cannot change the card details or the payment option.

We deliver within the UAE, to all other GCC countries (Bahrain, Kuwait, Oman, Qatar and Saudi Arabia) and Portugal

• When you place your order, we’ll let you know exactly how much the delivery charge will be. For deliveries within UAE, orders of 150 AED and above (before any discounts) are eligible for free delivery. The current delivery charge is 20 AED for orders less than 150 AED. For deliveries to other GCC countries, orders of 400 AED and above (before any discounts) are eligible for free delivery. The shipping charge to other GCC countries and Portugal is calculated based on the total weight of the order and will be visible upon checking out before making payment.  View our full shipping policy.

• Yes! We can deliver to any address of your choice, as long as it’s within the GCC.

• Yes! Once our delivery partner gets in touch with you to arrange your delivery, you’ll be able to select your preferred delivery time.

• Fio de Ouro Management will Exchange / Refund any product provided the following 4 conditions are met:
  • The product is accompanied by the original order confirmation.
  • The product is sealed and in its original condition.
  • The product is exchanged or returned within 14 days from the date of purchase.
  • The product is exchanged with another product of the same or higher value in which case the difference should be settled.
  • Note: Items for exchange to be returned to Fio de Ouro at the Customer’s expense and delivery charge for new item also to be paid by the Customer.

• If you change your mind about any order on our site, you can return the product to Fio de Ouro providing you meet with the terms of our Exchange / Refund policy.

• Yes, you can contact Fio de Ouro to update your address details prior to dispatching your order.

• Yes Contact Fio de Ouro and let us know that you would like to change or cancel an existing order and we will take care of the rest for you. Please be aware that you can only update the order before it is shipped.

• Yes, once your package has been shipped we will send you your tracking information so you know when to expect your order.

• All products that are within the warranty period will be repaired according to the T&Cs. If your product is out of warranty, we will be happy to arrange for it to be repaired however a fee will be applicable.

We take extra care to ensure that your product reaches you in the best possible condition. If your item is damaged when it arrives, please let us know within 24 hours of receiving it.

The following information can be found within your account:

• your profile
• your orders history
• your payment details
• your address book

• Setting up an account with us is quick and easy – simply visit www.fiodeouro.net and follow the easy steps to register.

If you’ve forgotten your password you can reset it by following the step-by-step instructions on our “Forgot your password” tab. We’ll then send a link to your registered email account, follow this link and you’ll be back up and running in to time at all.

• You are completely in control of your account and your personal details. If you need to update your personal details, change your password or update your email address, simply head over to your profile page and follow the on-screen instructions.

Items sold come with the manufacturer’s warranty as applicable.