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Customer Service

Payment:

Payment is by PayPal and Stripe, this allows you to pay using all major credit cards even if you don´t have a PayPal account. We also accept bank transfers (Portugal only) processed by EuPago. Casa Luya does not have access to any information about the data of the credit card used and is not responsible for any difficulties in making the payment.

Shipping:

We are proud to be a small business and we work hard to get you orders out as quickly as possible, please bear in mind all orders placed will be dispatched within 2-5 working days. Shipping price is calculated at check-out.
 
After packing your beautiful products you will receive the good news with a tracking number that your handmade order is on its way to you in an email from us. You can use this tracking number to check the status of your delivery on the homepage of the shipping service at any time.
 
All shipments, national and international, will be made via CTT - Correios de Portugal, S.A. - under the registered mail form. The registered mail has an associated registration number and can be followed on the CTT website by entering the order registration number. The order status will then be displayed.
 
*Estimate delivery time, under normal conditions:
In Portuguese territory (Mainland and Islands) the registered mail usually takes 1-3 working days to reach the destination;
In European territory it takes 4-7 working days;
International Shipping outside the EU takes 10 - 30 working days.
 
*Please note, shipping duration is an estimate only. Due to customs delays and other factors outside of our control, orders may take longer to arrive. Casa Luya will not be held responsible for any delays that may occur.
 
*International Shipping outside the EU: all order are shipped from Portugal, be aware that any items shipped internationally to non-Europe countries may be subject to import taxes by the recipient country, which are typically levied once a shipment reaches your country. Kindly note that you will be responsible for paying these charges. Registered mail is not with insurance, If you wish to insure your order, please email us at hello@casaluya.com and we will send you a shipping quote.


Returns + Exchanges 

Please contact us before ordering with any questions or sizing concerns. We are more than happy to help and ensure that you are completely satisfied with your purchase! However if item is not as you imagined we do accept returns and exchanges, provided garments and accessories are returned in new and unused condition will all tags attached, stickers untouched and in original condition. If your item shows any evidence of wear (eg. perfume, rips, stains etc...) it will be returned to you and your refund voided.  
*Goods must be returned within 14 days of delivery date. 
*To request a return, please email hello@casaluya.com with your order number, and we will get back to you shortly! 
*Please purchase “tracking” from your post office before returning item(s) and provide us with the tracking number. 
*Shipping costs of returned items are at the buyer’s expense, with the exception for defective products. 
*As our creations are natural craft products, the shape or size may vary and the color might be slightly different due to climatic condition. We believe that this is what gives each item its charm and unique quality. We can’t guarantee that colors of the products on our website will be true to life. Therefore cannot be held responsible for variations in colors since this depends partly on the color settings of your monitor and computer.