Shipping and Returns
Shipping
All items are shipped using CTT postal services.
Shipping Costs
Shipping costs vary depending on the delivery destination.
Delivery Times
Due to the personalisation required, the expected delivery time for Contos por Carta orders is 7 business days for mainland Portugal and 9 business days for destinations outside mainland Portugal.
These timeframes are calculated from the first business day following confirmation of payment for the order.
If Contos por Carta determines that, for any reason, including circumstances beyond our control, the above delivery timeframes are unlikely to be met, we will contact the customer. In such circumstances, the customer may choose to cancel the contract.
If delivery takes longer than expected, taking into account any specific circumstances that may arise, please contact us.
Delivery Guarantee
Contos por Carta will resend any items that have been lost in transit, at no additional cost to the customer.
Returns Policy
Personalised products and digital products cannot be returned. However, if an error has occurred on our part, we will promptly replace the affected product.
Under Article 17 of Portuguese Decree-Law No. 24/2014, personalised products are excluded from the right of withdrawal, meaning they cannot be returned simply because the consumer has changed their mind. This legal provision establishes an exception to the right of withdrawal for products made to the consumer's specifications or clearly personalised.
Under European Union consumer protection legislation, including the Consumer Rights Directive (Directive 2011/83/EU), digital content may also be exempt from the right of withdrawal, subject to the applicable legal conditions. This means that, for certain digital products, such as printable downloads, the right to withdraw from the purchase may not apply. Customers should be informed of this exemption when purchasing digital products.