Minimum Order Value

What is the minimum order value?
The minimum order value for B2B orders is 250,00€, excluding shipping costs and taxes.

Shipping

How are shipping costs calculated?
Shipping costs are automatically calculated at checkout, based on the volume and weight of the order.

All shipments are handled by GLS.

What is the free shipping policy?
We offer free shipping on orders above 450€ to EU countries*. Please review our conditions to ensure eligibility for free shipping.

Custom orders are not eligible for free shipping, regardless of order value.

When will my order be shipped?
Orders are shipped within 24–48 hours after payment confirmation.
In some cases, for example during periods of high demand, shipping may take up to 1 week.

What if my order is taking longer than expected?
If your order has been shipped and delivery is taking longer than expected, please contact us and we will check internally with the carrier.

High-season delays are uncommon, but may occasionally occur.

Delivery Times

How long does delivery take?
Portugal & Spain: 1–2 working days
EU countries: 4–5 working days
UK & Switzerland: 5–7 working days

Delivery times are estimates and may vary due to the carrier.

Tracking & Order Status

When will I receive the tracking information?
Tracking information is sent when the order is fulfilled.

Where can I find my tracking link?
The tracking link is available:

• In the shipment notification email
• In your order details in your customer account

My tracking hasn’t updated yet. What should I do?
If tracking is not updating, please contact us and we’ll check it for you.

Sold out products

What is the delivery time for sold-out products?
Delivery for sold-out products usually takes 2–4 weeks, depending on production availability.

Order Changes

Can I change my order after placing it?
Yes, orders can be changed until the day they are shipped.

To avoid issues, we recommend making any changes before completing payment.

Can I change the delivery address?
Yes, the delivery address can be changed before the order is shipped.

Payments

What payment methods do you accept?
We only accept payment via bank transfer.

What is the payment deadline?
Payment must be completed within 48 hours of placing the order.
If we do not receive payment within this time, the order may be cancelled.

Taxes & VAT

All prices are shown without taxes.

• If your company is registered in VIES, no VAT will be charged

• If your company is not registered in VIES, 23% Portuguese VAT will be added

• Portuguese companies are always charged 23% VAT

You can verify your VAT number here: VIES

VAT or any other applicable taxes are automatically added to the total amount.

Invoices

When will I receive my invoice?
Invoices are sent automatically by email via TOC Online, our invoicing system, once the order is paid.

Can you resend my invoice?
Yes. Please contact us and we’ll resend it.

Packaging

What materials are used for packaging?

Our packaging includes:

• 100% FSC-certified paper shipping boxes

• Paper stickers identifying each reference

• Reused paper waste

• 100% compostable and biodegradable shipping bags

Care Instructions

How should I care for ceramic products
Our handmade ceramic products are waterproof and beautifully unique. To maintain their beauty, gently clean them with a soft, damp cloth and avoid harsh chemicals or abrasive materials. If the vase is used with water, empty and dry it after each use to prevent water stains.

How should I care for textile products?
Each textile has specific care requirements. Please follow the care label inside each product.

About the Products

Are products exactly as shown in the photos?All our products are handcrafted and may show slight variations in colour, size, or finish. These variations are a natural part of the handmade process and are not considered defects.

Broken or Faulty Products

What should I do if I receive a broken or faulty product?
Please contact us within 24 hours of delivery and send clear photos of the issue.

After verification, you may choose: 

• A refund

• Credit to use on a future order

If a refund is chosen, we will request your bank details to process it.