✿ Shipping & Returns ✿
Where do you ship shop orders from?
All shop orders are sent from Porto, Portugal and will include an (international) tracking number from Portugal Post (CTT). You can find more detailed information about their shipping methods and rates on the CTT shipping page online.
Do you ship internationally? How much does it cost?
Yes, we do ship internationally! The prices for international shipping vary and can be viewed by adding items to your shopping cart and going to the checkout where it will be automatically calculated based on the weight of the order and the shipping destination.
What are your shipping and processing times?
For items available in my studio in Portugal we aim to have items packed and shipped within 3 to 5 business days. Shipments are usually made on Tuesdays and Saturdays. For products in our warehouses in the Netherlands or the United States please check the specific item descriptions for approximate processing and shipping times.
Estimated time of delivery
3 to 10 business days after receiving a tracking number
5 to 15 business days after receiving a tracking number
✿ Estimated delivery dates provided by Portugal Post (CTT) or your local mail carrier as provided in the tracking number can unfortunately not always be guaranteed. If you require an item faster with more guarantee you can contact us about an express shipment (this will be a lot more expensive!)
✿ Transit times are not bsolute and may experience a delay, especially during the holidays. Please allow extra time for your package to arrive before reporting it as lost. If you have a deadline it is recommended you order well in advance to ensure items arrive on time.
What are your shipping rates?
Our shipping rates are calculated automatically at order checkout based on the weight of your order and the distance to the destination address. You can view estimated shipping costs by adding items to your cart, then using the shipping calculator to view the available rates.
Will there be additional costs upon delivery (customs, duties, taxes)?
International orders outside of the European Union may incur customs fees charged by the receiving country.
We are not responsible for these fees, you (the receiving customer) will have to pay those fees and taxes in order to receive the package. We will also not undervalue package contents to avoid or lower customs fees since tax evasion is illegal and that could put our business license at risk.
Original shipping fees will not be refunded if a package is denied and returned to us due to unpaid customs fees, as Portugal Post (CTT) will not refund us those costs.
Can I combine multiple orders?
Yes, we can combine orders if they haven't shipped yet. Please contact us through the contact form on the website and mention the order numbers to request this. If we notice multiple unshipped orders going to the same address we will generally automatically combine them if this results in cheaper shipping and refund the shipping price difference to the used payment option.
I gave you the wrong shipping address! what do I do?
Please contact us right away by responding to your order receipt or through the contact form on the website and send us the correct address.
If we haven't sent you a tracking ID and delivered the package to Portugal Post (CTT) we can still change the address before doing so. If the order is already shipped we can only try contact the mail carrier to see if they can change it in the sorting process.
Please take note that If that is not possible we are however not responsible for lost packages due to errors in shipping address provided by customer.
I think my package might be lost!
We provide a tracking number from Portugal Post (CTT) for all orders and those are usually pretty reliable for keeping tabs on the travel of your package through the CTT website or ParcelsApp .
f you feel your package might be lost you should start by contacting your local mail carrier since they will do the last mile delivery (not CTT) and they are better suited
to assist you in the following scenarios:
✿ Your package is still in transit but has not moved for several days. Your local postal office might know more detailed information than what is shown on the tracking website.
✿ Your local mail carrier (accidentally) dropped your package off with one of your neighbors. Please check with your neighbors first before inquiring with your carrier.
✿ Your carrier marked your package as delivered early and it hasn't arrived. They do this sometimes but it may show up within the next day or two.
✿ Your carrier unsuccessfully attempted to deliver the package and should try again the next business day.
✿If you are international (non U.S.) it's not uncommon for tracking to stop updating for several days at a time even though the package is still en route, especially when clearing customs.
✿ If you are international (non U.S.) your package may have customs fees due on it before delivery. Be sure to get in contact with your local postal service as soon as possible to avoid the package being returned to sender.
Can I cancel my order and receive a refund?
Your order can only be cancelled if it has not yet been shipped. To cancel your order, please contact us using the form on the website. If your order has already shipped we cannot cancel it anymore. Any fees we incurred will be reduced on the total amount refunded.
Do you accept returns?
All sales at Helenagaifem are final, as a small business we cannot accept returns or exchanges. Please be sure to read the product descriptions made in the listings before making your purchase.
My order is damaged, lost or defective, what can be done?
We take a lot of care and importance in order to ensure we are sending out the best possible quality products and create the best experience for each and every customer! Products are individually packaged and inspected before they are shipped to their new homes.
Of course, sometimes a slightly damagedproduct could still slip past us and end up in your package, we are so sorry if that happens!! Please send us pictures of the package and the damaged item and through the contact form on the website or email@example.com. Please take note that items may be required to be returned before we can provide you a refund or a replacement.
If your package arrives visibly damaged and the products inside are damaged, contact us immediately through the contact form on the website. Keep all the shipping materials including the box and contents and send us the pictures of the damage in order to see what can be done.
Additionally, we will not be liable for any goods that have been:
✿ Lost due to untracked mailing.
✿ Damaged due to rough handling by postal services.
✿ Delivered to the wrong address due to the inaccurate address provided.
Why was my order cancelled?
We have the right to cancel and refund any order if we deem it necessary. All orders returned to us with the wrong shipping address, unpaid custom fees, unclaimed or any reason at all will NOT be shipped out until re-shipment fee is paid for. As a small business we are unable to refund any returned orders without prior contact.
Thank you for reading this far into our terms and conditions!
We will do our best in ackaging your orders carefully and making sure they are well-protected before shipping. Please do not hesitate to contact us via the contact form on the website if you have any other problems with your order. For ANY questions, feel free to shoot me an email at firstname.lastname@example.org