All our products are in stock.
Every item displayed on our website is available in our own inventory and ready for immediate shipping. To prevent any unpleasant surprises, if an item is temporarily unavailable, we do not offer the option to order it. If an item is out of stock, you can enter your email address in the designated window, and you will be automatically notified when it becomes available.
Your items are carefully packed.
We personally handle the preparation of your package. Your items are wrapped in tissue paper, protected with eco-friendly kraft paper padding, and packed in double or triple-layered recyclable cardboard boxes. We only use new, recycled, and recyclable packaging materials.
Your order is shipped the same day.
All orders placed before 11:00 AM (Portugal local time) are shipped the same day. Orders placed after this time are shipped the next day. Orders placed on Friday afternoon can only be shipped the following Monday. Shipments to pick-up points may experience slight delays, but delivery times are still met.
Your shipment is tracked.
For quality, security, and speed, all our shipments are assigned a tracking number, regardless of the shipping method chosen. You will receive this tracking number via email from us, from the carrier, and on your order status page. Please check it in case of any concerns.
You are notified at every stage of the delivery.
No matter your chosen shipping method, you will receive an email update at each stage of your package's journey. You can also track your order status via your order page. Please note that some carrier emails may be automatically classified as spam. We recommend moving them to your inbox to ensure you receive further notifications.
Delivery times are respected.
Estimated delivery times are displayed at checkout. These times are based on carrier estimates and statistical observations. However, they are indicative only and remain the responsibility of the carriers. Delivery times are calculated in business days (weekends and public holidays are not included).
Delivery is guaranteed.
As long as the shipping address is correctly provided and you are available to receive your package or pick it up from a relay point, we guarantee its delivery. If your package is lost, we will replace or refund it.
We are always available to assist you.
If your package is delayed, arrives damaged, is declared lost, or if you need information about your order, we are here to help. You can find our contact details on our contact form.
We deliver to all European countries, the USA, UK and Canada.
All orders shipped within the European Union include VAT, meaning there are no additional taxes or import duties. Orders outside the EU (e.g., USA, Canada, Switzerland) require a customs declaration, which we handle. Depending on the regulations of the destination country, additional duties or taxes may apply.
Despite all precautions and our choice of reliable carriers, delivery issues may occasionally arise.
Your package is not delivered.
If the carrier declares your package lost, we will either refund your order or send a replacement within a maximum of 30 days. However, if the carrier provides proof of delivery, we cannot initiate a claim. In such cases, you are responsible for filing a dispute, but we remain available to assist you.
Your package is damaged.
If your package is visibly damaged, we recommend refusing delivery and stating "Damaged Package" as the reason. Immediately inform the carrier's central office and notify us within 48 hours so we can assist you.UPS France customer service: +33 1 73 00 66 61For other countries, the contact number is available on the UPS website.
The received items do not match your order.
If you receive incorrect items, send us a photo of the received products within 48 hours of delivery. We will arrange for free return shipping and send a replacement order at no cost. Requests made after 48 hours will not be considered. Contact us via email at contact@luisa-paixao.com or through our contact form.
Your items are damaged.
If you selected a home delivery option that includes "loss & damage" coverage, send us a photo of the damaged item within 48 hours of delivery. We will either replace or refund it and handle the claim with the carrier.For pick-up point deliveries, you must file a claim with the carrier within 48 hours. You will need: Your tracking number, The receipt inside your package, Photos of the packaging and damaged item. Keep all packaging materials, as they may be inspected by the carrier.
You refuse the package upon delivery.
Refusing a package does not qualify as a legitimate order cancellation. If you reject delivery, the carrier will return the package to us. We will refund your order, deducting shipping and return costs (minimum €14.99, plus a €5.00 reconditioning fee). These fees are charged by the carrier to prevent your package from being destroyed.
You do not pick up your package from the pick-up point.
Failure to collect your package does not qualify as an official cancellation. If you do not retrieve your package within the carrier’s deadline, it will be returned to us.We will refund your order, deducting:Shipping and return fees (minimum €14.99)A €5.00 reconditioning feeThe carrier’s contractual pick-up deadline is 6 calendar days. If you fail to collect your package within this period, the pick-up point has the right to return it to the carrier, who will send it back to us.