Fio de Ouro FAQ


Placing an Order

How to Place an Order
  • Placing an order at really couldn’t be easier – simply register on our site using our quick and easy registration process, and you’re ready to go!
How do I know if a product is in stock?
  • 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!
Can I place an order by phone?

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

What if I change my mind after the order has been placed?
  • 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.
Can I completely cancel my order?
  • 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.
Will I receive confirmation that my order has been successfully placed?
  • 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.
Why do you need my details when I make an order?
  • 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!
How does a pre-order work?
  • 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.

Payment Methods

What are my payment options?
  • We want to make ordering and paying for your purchase as quick and easy as possible. We accept all major bank cards, PayPal and you can even choose to pay “Cash on Delivery”.
Can I pay using my PayPal account?

Yes. Online payments on Fio de Ouro website are handled by Paypal.

Can I pay with a credit card that was not issued in the UAE?
  • Yes! You can pay using any valid Visa or MasterCard, regardless of where it was issued.
I have received multiple SMS messages from my bank. Have I been charged multiple times?
  • 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.
Can I change my card details after I have placed the order?
  • Unfortunately this is not possible. Once you’ve placed an order, you cannot change the card details or the payment option.

Delivery and Shipping Costs

What countries do you deliver to?

Presently we only deliver within the UAE.

What are the standard delivery charges in the UAE?
  • When you place your order, we’ll let you know exactly how much the delivery charge will be. Orders of 200 AED and above (before any discounts) are eligible for free delivery. The current delivery charge is 30 AED. To view our full shipping policy, please click here.
Can my order be delivered to my office?
  • Yes! We can deliver to any address of your choice, as long as it’s within the UAE.
Can I choose what time my delivery arrives?
  • Yes! Once our delivery partner gets in touch with you to arrange your delivery, you’ll be able to select your preferred delivery time.

Returns and Refunds

What is your exchange / refund policy?
  • 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 7 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.
Can I return my order if I change my mind?
  • 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.
Can I change my shipping address after I check out?
  • Yes, you can contact Fio de Ouro to update your address details prior to dispatching your order.
Can I change or cancel and 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.
Can I track the progress of my order?
  • Yes, once your package has been shipped we will send you your tracking information so you know when to expect your order.

Repairs and Replacements

If my product is damaged will you arrange for it to be repaired?
  • 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.
My product has arrived damaged - can I get a replacement?

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.

My Account

What information is held within my account?

The following information can be found within your account:

  • your profile
  • your orders history
  • your payment details
  • your address book
How do I create an account with you?
  • Setting up an account with us is quick and easy – simply visit and follow the easy steps to register.
I've forgotten my password - what shall I do?

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.

How do I update my details once I have created an account?
  • 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.