Because every piece has a story and every customer matters
Before answering the most common questions, we want to explain something essential:
Ponto de Amor is made by real people who wake up every day with the mission of transforming photographs, memories, and moments into pieces full of meaning. Nothing is automatic, nothing is industrial. Each piece passes through human hands and delicate processes that require detail, attention, and time.
We are a small team, growing, learning, and trying daily to do the impossible to reach every order, every request, every message. We cannot always keep up with the pace, especially during seasons like Christmas, but we always promise one thing: we take care of your order as if it were unique.
Because for you... it is.
OUR STEP-BY-STEP PRODUCTION PROCESS
As soon as you place your order, three phases come into play:
1. Photo personalization
The photo submitted is adjusted, prepared, manually treated, and adapted to the chosen piece.
This process requires time, precision, and sensitivity, especially since we work with microphotographs; every detail counts.
2. Piece assembly
After the photo is finalized, we proceed to the assembly of the piece. Between personalization and assembly, a microphotography piece is ready in 4 to 8 business days at the atelier. We always guarantee that a piece only moves to shipment when it meets our quality standard.
3. Shipping
Shipping to mainland Portugal is very fast (1-2 business days).
Shipping to the Azores and Madeira (3-7 business days), to Spain, France and the rest of the EU (3-5 business days) and to the United Kingdom (3-6 business days).
Therefore, the tracking code is only issued in the final stage, often close to delivery.
We kindly ask that you do not worry if you do not have a code yet; it just means we are working on your piece.
No order is forgotten. Not one.
Why do we take so long to respond?
Every day, we have hundreds of messages, especially during special seasons.
Everyone wants their order as quickly as possible, and we totally understand.
But we are a small, human team.
We cannot:
• respond to every message,
• produce personalized pieces,
• assemble pieces,
• pack orders,
• perform quality checks,
• handle returns and exchanges,
• manage logistics…
all at the same time.
We always choose to prioritize production to ensure orders arrive on time.
We promise: we might take time, but we will get to everyone.
We kindly ask for a little understanding.
We are growing, hiring, and improving, day after day.
Why are there negative comments on some pages?
Because our business is unexpectedly unfair to us.
Our pieces take time to make and involve human and artisanal work.
This means that:
• we cannot compete with the speed of stores that don't offer personalization
• we receive thousands of messages when there are logistical delays
• we cannot multitask to respond instantly to everyone
• customer expectations are high, and that is fine
But this is also true:
We never leave a customer without a solution.
We never ignore a real problem.
We never hide.
And we work every day to be better.
We are growing.
And every customer counts in our story.
The photo on my piece seems to have a stain, a scratch. What should I do?
Our personalized pieces are shipped inside a box with a very soft protective foam, chosen precisely to keep the piece safe during transport.
However, this foam can have small natural irregularities and release tiny particles, which sometimes stick to the surface of the piece and give the impression of:
• stains or shadows
• irregular shine or reflection
• a “scratch” that is not actually part of the photo
Before assuming there is a defect, we recommend trying these simple care steps:
1. Gentle cleaning:
Very delicately pass a dry makeup brush or a dry, soft cloth over the area of the photograph.
This removes the small debris that may have adhered during transport.
2. For more precise cleaning:
Use a cotton swab (or, if necessary, the tip of a toothpick), always using light touches, to loosen any particle that is affecting the image.
If, even after these steps, the situation does not improve, we ask that you send us a photograph of the piece. This way, we can analyze the case in detail and quickly find the best solution for you.
Our goal is for you to receive a perfect, beautiful piece worthy of the memory you want to immortalize.
Warranties
Stainless Steel Pieces
We offer a 5-year warranty, because we trust the durability and resistance of the material.
This is why Ponto de Amor distinguishes itself from other brands.
Silver Pieces
Warranty of 2 years.
Silver is a more sensitive and complex material in terms of plating, so we cannot guarantee the same durability as we do with steel.
Exchanges, Returns, and Defective Items
Can I return if I don't like it?
Yes, you have 30 business days to return the piece, provided that:
• it is in the original packaging
• it shows no signs of use
• it is not a personalized item
Personalized items
Because they are made exclusively for you, it is not possible to return or cancel after 12 hours from purchase.
Defective pieces
If your piece arrived with a defect, we always help, regardless of how long it takes us to respond.
Your experience with us is a priority.
Changes and Cancellations
You can change or cancel your order during the first 12 hours after payment.
After that, the piece enters production and it is no longer possible to make changes, because it is created especially for you.
Can I change the photo on my piece?
Changing the photograph is not recommended and, in the vast majority of cases, not possible.
We explain why with complete transparency.
As soon as you place your order, the photograph submitted immediately enters the personalization phase, a manual and quite meticulous process that involves:
• image adjustment and treatment
• adaptation of the photo to the specific mold of the piece
• individual preparation of the microphotograph
• quality check before assembly
This process is part of the 4 to 8 business days of production and, once started, it cannot be reused with another photograph.
What happens if the customer still wishes to change the photo?
If you still wish to change the photograph, it is important to know the following:
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We will have to restart the entire personalization process from the beginning, as if it were a new order.
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This may significantly delay production and delivery, especially during periods of higher volume.
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The initial personalization already had a cost for us — in time, materials, and labor — but, even so, we will make the change at no additional cost to the customer.
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We only ask that you confirm to us in writing that you are fully aware of the extra delay and that you wish to proceed with the change.
Example of required confirmation:
"I am aware that changing the photograph implies restarting the entire process, increasing the production time, and I authorize the photo change."
As soon as we have this confirmation, we will proceed with the replacement with all care and attention.
We always want you to receive a piece that is beautiful, significant, and exactly as you imagined, so we treat these situations with honesty and respect.
Can I change the address of my order?
Yes, in most cases it is possible to change the address, provided the order has not yet been shipped.
Once the piece enters the shipping process or is already in the hands of the courier, we are no longer able to make changes, as the shipment is then completely the responsibility of the carrier.
To expedite the change, please include in your message:
• The full new address where you would like the order to be sent
• The email used for the purchase
• The order number (e.g., #12345)
With this information, we can immediately check if the change is possible and update it in the system without delay.
We always appreciate you contacting us as soon as possible; the sooner we know, the higher the likelihood of us being able to adjust everything in time.
Can I track my order?
Yes, of course.
When your order is dispatched, you will receive an email with the tracking code.
Please remember that this code is only issued in the final stage, when the piece is ready for delivery.
What is the delivery time?
• Microphotography: 4–8 business days at the atelier
• Engraving (text, coordinates, star map): 2–4 business days
• Fingerprint mold (wax kit): 3–4 weeks in total
• Engraved fingerprint: 2–3 weeks in total
• Ready-to-ship pieces: 1–3 business days, including delivery in Portugal
• Priority production: 2–3 business days, including delivery in Portugal
• Shipping to mainland Portugal: 1–2 business days
• Shipping to the Azores and Madeira: 3–7 business days
• Shipping to Spain, France and the rest of the EU: 3–5 business days
• Shipping to the United Kingdom: 3–6 business days
• Orders placed by 16:00 (Portugal time) are processed the same day.
In case of doubt… talk to us.
We are here.
We are human.
We want to help.
We want your experience to be special from start to finish.