We take the utmost care in describing the items we offer for sale. We also provide multiple photos from various angles and in natural light to give you as much information as possible.

However, if you wish to ask us a question, please do not hesitate to contact us using our contact form; we will reply to you as soon as possible.

On luisa-paixao.com, it's simple.

• If the "Add to cart" button is active and working, it means that the item you have chosen is available in our stock for immediate delivery.
• If the button is replaced by the text "Product unavailable", it means that it is no longer available in our stock, and that it is being restocked. You can then enter your email address and you will be automatically notified when it is back in stock.

If a product is out of stock for immediate shipment, it is currently being restocked and cannot be ordered online. In this case, you can enter your email address and you will be notified as soon as it is back in stock.

If your intended order is greater than €750, please contact us using our contact form, and we can arrange for immediate restocking or production.

As soon as you confirm your order, you will receive an email acknowledging receipt of it. You will receive 4 successive notifications from us.

1. Order confirmation.
2. Package preparation confirmation.
3. Same-day delivery confirmation.
4. Order delivery validation.

Sometimes a typo in your email address can prevent our notifications from being delivered correctly. You can always log in to your customer account, where your package status is updated.

Sometimes our notifications or those from the carrier are classified as spam in your inbox. Please check it.

The head office and all the activities of the company Strong Existence Lda, which publishes and manages the luisa-paixao.com website, are located in Portugal. In accordance with European legislation, regardless of the European Union country to which you have your order delivered, the VAT rate of your country applies. Strong Existence Lda remits the VAT collected in each of the European countries to which it delivers.

For deliveries outside the European Union, prices are shown exclusive of VAT and may be subject to customs duties and local taxes depending on the country of destination.

As soon as you validate your order, you will receive an email acknowledging receipt of it. You will receive 4 successive notifications from us.

1. Order confirmation.
2. Package preparation confirmation.
3. Same-day delivery confirmation.
4. Order handover validation.

As long as you have not received the 2nd notification "Package preparation confirmation," your order remains modifiable or cancelable. To do this, please use our contact page.

Our site operates under the HTTPS protocol, which means it benefits from an authentication certificate issued by a trusted third-party authority. This protocol guarantees the confidentiality and integrity of data sent through the site.

On the luisa-paixao.com website, you can pay securely using your bank card. You can also use your Paypal account, if you wish. Finally, you can use digital wallets. Here are the accepted payment methods:

• Visa
• Mastercard
• Maestro
• Amex
• Paypal
• Apple Pay
• Google Pay
• Shop Pay
• Union Pay
• Bancontact

If you do not have one of these payment methods, we can accept a bank transfer; simply contact us so that we can reserve your items before your payment.

When you pay by credit card, for security reasons, you must enter your card number, its expiry date, and its security code. This protects you from fraudulent use of your data. Then, a series of verifications is carried out to authorization servers to prevent abuse and fraud. The information is transferred in encrypted mode; nothing is transmitted in clear text over the Internet.

When you pay with your PayPal account, your information is protected by PayPal's specific protocols, and we do not receive any financial information such as your card or bank account number.

When you pay with a digital wallet such as Apple Pay or Google Pay, security features are integrated into your device's hardware and software.

Finally, Strong Existence Lda, the company that publishes the luisa-paixao.com website, does not hold any information about your payment methods on its own servers.

There are several possible reasons. When a payment request is submitted to your bank, automated systems determine whether or not the bank accepts it. These systems consider various factors, such as your spending habits, your account balance, and card information like the expiration date and CVV.

These factors are constantly changing, so a card previously accepted might be declined later. Even if all card information is correct and you have successfully made a payment before, a bank's fraud systems can still refuse new charges.

When validating your order, enter your company name in the "Name" field, the contact name in the "First Name" field, and the intra-community VAT number in the "Company" field. You will be asked to pay for your order including VAT, and you will receive a legal invoice mentioning your VAT number, which will be reclaimable in the destination country of the order.

If your order amount is greater than €750, please send us your requirements by email or by using the contact page. We will issue you a proforma invoice excluding VAT, payable online or by bank transfer.

All orders placed before 10 AM (Portugal local time) are shipped the same day. Orders placed after 10 AM are shipped the next day. Please note that if you place an order on Friday afternoon, it can only be shipped the following Monday.

During periods of high demand such as Christmas, Mother's Day, Father's Day... or during unpredictable demand peaks, the shipment of your order may be delayed by a few days, but not exceeding 72 hours.

Shipping costs depend on 3 factors: the destination country of your package, the service you choose (standard or express) and the delivery method (pickup point, locker or home delivery).

Shipping costs are automatically calculated in your cart when you validate your order and start at €9.99.

We offer 3 delivery services

• 48H home delivery
• 4-5 days home delivery
• 6-12 days to a pick-up point or locker

These times are calculated as the transit time of your package between the moment we hand it over to the carrier and the time of the first delivery. They are calculated in working days, meaning they exclude public holidays (Portuguese or those of the destination country) as well as Saturdays and Sundays.

For example, an order placed on Friday at 3:00 PM (or Monday at 9:00 AM) will be handed over to the carrier on Monday at 2:30 PM and will be delivered in 48H on Wednesday, or on Friday for 4-5 day delivery.

Heavy or bulky packages cannot be delivered in 48H unless by special request. To send us one, please use our contact form.

Unfortunately, no carrier can guarantee compliance with their delivery times, which are provided for informational purposes only. Therefore, we cannot guarantee them and cannot offer any compensation in case of delivery delay. However, our analyses show that deadlines are met in 97% of cases.

At the payment stage of your order, you can choose to have your order delivered to your home, to another address, to a relay point, or to a locker.

If you choose home delivery, you will receive an email on the morning of the delivery. If you are absent during delivery, your parcel will be made available to you on the same day at the nearest relay point, and you will be notified by email.

If you choose delivery to a relay point or a locker, you can choose your delivery location. If you do not choose one, the relay point closest to your address will be automatically selected. It sometimes happens that the selected relay point or locker is full. In this case, your parcel will be redirected to the nearest relay point, and you will be informed by email.

From us, you will receive 4 emails:

1. Confirmation of your order.
2. Confirmation of your package preparation.
3. Same-day delivery notification.
4. Delivery validation.

You will also receive notifications from the delivery company with additional information such as delivery time or the coordinates of the locker or relay point.

You can also track the status of your package by logging into your account on our website or on the UPS website.

We also provide you with the tracking number, which allows you to locate your package at any time on the UPS website.

!! : Remember to check your spam folder, as depending on your settings, our emails may unfortunately be classified there.

For reasons of service quality, security, and speed, all our deliveries are made via UPS. There is no subcontracting. This means that UPS collects parcels from our warehouse daily, transports them, and delivers them to your home.

Our delivery service operates regularly in all European Union countries.

Austria - Belgium - Bulgaria - Croatia - Cyprus - Czech Republic - Denmark - Estonia - Finland - France - Germany - Greece - Hungary - Ireland - Italy - Latvia - Lithuania - Luxembourg - Malta - Netherlands - Poland - Portugal - Romania - Spain - Sweden. We also deliver to Switzerland, Liechtenstein, and Norway.

For orders to the USA, Canada, and the United Kingdom, please visit https://www.luisa-paixao.us/

If you live in a country not on this list, please send us a message; we can arrange a specific delivery.

All orders shipped to European Union countries include VAT. You therefore do not have to pay any import taxes or duties; the prices are net.

Deliveries outside the European Union (to the USA, Canada, or Switzerland, for example) are subject to a customs declaration that we complete. This may, where applicable, result in the collection of duties and taxes that may be claimed from you.

All our deliveries are made with permanent parcel identification by tracking number, which is communicated to you. Your parcel can therefore be located at any time on the UPS website.

Before you worry:

1. Check your junk mail inbox; UPS notifications are sometimes classified there.
2. Check the delivery method you selected, mentioned in our notifications. Your parcel may be waiting for you at a pick-up point.
3. Log in to the UPS website and enter your parcel number from our notifications. You can then locate your parcel.

If your parcel is identified as lost by UPS, we undertake to refund your order or send you another parcel within a period not exceeding 30 days.

Please note that if the carrier indicates that your parcel has been delivered, we are unable to make a claim. This is then your responsibility, but we remain available to assist you with your procedures.

Packages not collected from a relay point within 6 days are usually destroyed or abandoned by carriers. However, we have subscribed to a return service for uncollected packages so that we can, if you wish, send them back to you.

Subject to receipt of the items in good condition, we can then offer you:

• a refund of the amount paid for your order, from which we will deduct the cost of the delivery that was made, as well as the return costs billed to us, with a minimum of €14.99, plus an additional €5.00 for repackaging fees.

or

• to reship your package after payment of the return costs billed to us, with a minimum of €14.99, plus an additional €5.00 for inspection and repackaging fees.

These fees correspond to charges directly billed to us by the carrier and prevent your package from being destroyed. Please note that failure to collect your package from a relay point is not equivalent to exercising your legitimate right of withdrawal.

We only use new packaging cartons specially designed for international shipping. You can learn about our packaging processes on our "Order Packaging" page.

If the package presented to you is visibly damaged, we recommend refusing delivery, stating the reason "Damaged package," and immediately notifying the carrier's central services (which can be found online). Please then inform us within a maximum of 48 hours so that we can provide you with our full assistance.

Please note that after 48 hours, claims will not be accepted by the carrier, and we will not be able to refund or replace your order.

Our relay point deliveries are only guaranteed against breakage by the carrier. In case of breakage, it is therefore your responsibility to submit your claim within 48 hours to their central services. We remain at your disposal to assist you in your steps.

We ourselves provide the guarantee against breakage for all home deliveries. We substitute ourselves for the carrier's guarantee and will refund or replace the broken item free of charge. Contact us within 48 hours of receiving your order using our contact form.

In either case,

The declaration of breakage must be made within 48 hours of delivery. Beyond that, it cannot be taken into account.

• You must take several photos of the broken item and send them to us (or to the carrier) by email.
• You must take several photos of the delivery box and send them to us (or to the carrier) by email.
• You must keep the packaging and the broken product, as the carrier sometimes requests an inspection.

First, check the number of packages shipped by logging into the UPS website and entering the tracking number we provided in our notifications. If a package is missing during delivery, it may still be in transit.

If the items you received do not match your order, simply send us a photo of the received items within 48 hours of receiving your package. We will then, at our expense, arrange for the return of the incorrect package and the shipment of a new package.

If one or more items are missing, we will check our inventory and the package weight to confirm the omission of an item. Upon confirmation, we will ship the missing item to you free of charge.

If you have made a mistake or changed your mind, simply contact us by email and we will tell you how to return an item or your entire order. You can find the conditions for cancelling your order on the "Returns and Guarantees" page.

If all or part of your order does not suit you, you have 14 days to return it to us and we will refund your purchase without asking any questions.

For all details regarding the return of an order, you can consult our general terms and conditions of sale or our page dedicated to returns & warranties.

Once your return parcel has been received and checked, we will proceed with your refund using the payment method you used to pay for your order (your credit card or your PayPal account) and will notify you by email once the transaction has been completed.

Generally, the refund appears in your bank account within 10 business days of the refund request. Processing time may vary from bank to bank.