Frequently Asked Questions (FAQ)
Frequently Asked Questions
📦 Orders and Deliveries
How long does delivery take?
In mainland Portugal, deliveries are made within 7 to 15 business days. In the islands (Azores and Madeira), 10 to 20 business days. In the European Union, 10 to 20 business days. These times are counted from dispatch and are estimates, which may vary depending on the supplier and carrier.
How do I track my order?
After dispatch, you will receive an email with the tracking number and a direct link. You can also track your order at any time on the Track Order page, without leaving our site. We also send automatic notifications when the order is on its way, when it is out for delivery, and when it is delivered.
Do you deliver throughout Portugal?
Yes, we deliver to mainland Portugal, Madeira, and the Azores. We also ship to all countries in the European Union.
Is shipping free?
Yes! Shipping is free throughout Portugal (mainland and islands), with no minimum purchase value — shipping is already included in the price you see. For the European Union, the cost is calculated at checkout depending on the destination and weight — you always see the final value before paying.
💳 Payments
What payment methods do you accept?
We accept the main payment methods: Visa and Mastercard, MB WAY, and Multibanco (Reference).
Do prices include VAT?
Yes. All prices shown in the store already include VAT at the current legal rate (23%).
Can I receive an invoice with a NIF (tax identification number)?
Yes. To receive an invoice with your company's NIF, Contact us after purchase, providing the order number, NIF, and legal name. We will issue it manually within 1 business day.
🔄 Returns and Exchanges
What is your return policy?
You have 14 days after receiving the product to inform us that you wish to return it, without needing to state any reason, in accordance with Decree-Law No. 24/2014. After this communication, you have another 14 days to send us the item. The item must be in perfect condition, unused, and in its original packaging. See all details on our 14-day Returns page.
How do I make a return?
Contact us with your order number and the reason. We will respond within 24 business hours with instructions.
The product arrived damaged. What should I do?
We apologize for the inconvenience. Please contact us with photos of the product and packaging. We will handle the matter as quickly as possible.
🎨 Products
Do the products have a warranty?
Yes. All products benefit from the 3-year legal conformity warranty for new goods, in accordance with Decree-Law No. 84/2021 and European legislation.
Are the colors in the photos accurate?
We do our best to present accurate images, but color perception may vary depending on the screen and lighting. If you have any doubts about a specific product, please write to us before purchasing.
Are the products handmade?
Many of them are. We work with small European producers who produce on a small scale. Small variations between pieces are normal and are part of the handmade character of the items.
📞 Support
How do I contact support?
Through our Contact Us page. Hours: Monday to Friday, 09:00–18:00 (Lisbon time). We will respond within 24 business hours.
