Frequently Asked Questions
Frequently Asked Questions (FAQ) ❓
Find answers to the most common questions about our custom products, orders, and shipping.
📦 Orders and Shipping
How long does it take to receive my order?
Delivery time is 5 to 7 business days after payment confirmation. This period includes the custom production of your product and shipping to mainland Portugal.
Do you ship to the islands (Azores and Madeira)?
Yes, we ship to all Portuguese territory, including the Azores and Madeira. Delivery time may be slightly longer (7 to 10 business days).
How can I track my order?
Once your order has been shipped, you will receive an email with the tracking code to monitor the delivery status.
What is the shipping cost?
Shipping costs are calculated automatically at checkout, depending on the delivery address and order weight.
🎨 Customization
What type of images can I use?
You can use images in JPG or PNG format. For best results, we recommend images with good resolution (minimum 1000x1000 pixels) and well-lit. Avoid blurry or very dark photos.
Can I preview the product before purchasing?
Yes! On the product page, after adding your text and image, you can see a preview of what the final product will look like.
Is there a character limit for custom text?
Each product has a specific character limit to ensure the text is legible and well-presented. The limit is indicated in the customization field.
Can I make changes after completing the purchase?
Yes, but only if production has not yet started. Contact us as soon as possible via email or contact form.
💳 Payments
What payment methods do you accept?
We accept:
- Credit and debit card (Visa, Mastercard)
- MB Way
- Bank transfer
When is payment debited?
Payment is processed immediately after order confirmation. Production only begins after payment confirmation.
Do you issue invoices?
Yes, all orders include an invoice. You will receive the invoice by email after payment confirmation.
🔄 Returns and Exchanges
Can I return a custom product?
As each product is made especially for you, we only accept returns in case of manufacturing defect or our error. If the product arrives damaged or different from what was ordered, please contact us within 48 hours.
What do I do if the product arrives damaged?
We are very sorry! Please contact us immediately via email with photos of the damaged product. We will resolve the situation by sending a new product at no additional cost.
What if I don't like the final result?
Your satisfaction is important to us. If there is any problem with the print quality or production, please contact us and we will find a solution.
🎁 Products
Are the products safe for food use (mugs)?
Yes! Our custom mugs are made with certified food-safe materials. They can be hand-washed (recommended) or in the dishwasher on a gentle cycle.
Can the colours be different from what I see on the screen?
We do our best to reproduce colours faithfully, but there may be slight variations due to differences between screens and the printing process.
Do you do wholesale orders or for businesses?
Yes! For large quantity orders or corporate gifts, please contact us for a custom quote.
📞 Customer Support
How can I get in touch?
You can contact us via:
- Contact form on the Contact page
- Email (we respond within 24 business hours)
What are your business hours?
We are available Monday to Friday, from 9 am to 6 pm. We respond to all emails within 24 business hours.
Didn't find the answer you were looking for?
Don't hesitate to contact us. We'll be happy to help! 😊