Shipping & Returns
Order Processing
All our products are handmade, so the processing time for orders may vary between 3 to 5 business days.
During high-demand periods, such as Christmas, processing may take a bit longer, but we ensure that every piece is created with the same care and dedication.
Shipping Costs Based on Weight
Shipping costs will be automatically calculated at checkout, based on the total weight of the products in your cart. Below are our weight ranges and respective costs for
Mainland Portugal - standard:
- Up to 5kg: €4.90
- From 5.01kg to 10kg: €5.90
- From 10.01kg to 15kg: €6.90
- From 15.01kg to 20kg: €7.90
- From 20.01kg to 25kg: €8.90
Islands - Açores and Madeira - standard:
- Up to 5kg: €9.50
- From 5.01kg to 10kg: €12.50
- From 10.01kg to 15kg: €16.50
- From 15.01kg to 20kg: €19.90
- From 20.01kg to 25kg: €23.50
Mainland Portugal - express:
- Up to 5kg: €5.90
- From 5.01kg to 10kg: €6.90
- From 10.01kg to 15kg: €8.50
- From 15.01kg to 20kg: €9.50
- From 20.01kg to 25kg: €10.50
Islands - Açores and Madeira - express:
- Up to 5kg: €27.50
- From 5.01kg to 10kg: €48.50
- From 10.01kg to 15kg: €64.90
- From 15.01kg to 20kg: €82.90
For larger shipments, please contact the store.
Delivery Timeframes
The delivery time depends on the shipping option you choose:
-
Standard Shipping – Up to 2 business days after dispatch.
-
Express Shipping – Next business day delivery after dispatch.
This applies to mainland Portugal, as well as the Azores and Madeira islands.
Note:
- These times are estimates and may vary due to external factors such as strikes or postal delays.
- If a delivery attempt is made and the order is returned to us, we are not responsible for the shipping costs.
- Please ensure the address is correct when placing your order, as we are not responsible for returns due to address errors.
Returns
If, for any reason, you're not satisfied with your order, we accept returns within 14 days of receiving the product. To ensure the return is accepted, the following conditions must be met:
- The product must be in the same condition it was received, with no signs of use, damage, or wear.
- It must be returned in the original packaging or in packaging that ensures proper protection of the item during shipping.
To initiate the return process, please send us an email at geral@artisanistudio.pt with the following information:
- Order number.
- Reason for the return.
- Photos of the product (if applicable).
Once we receive your message, we will confirm the return and provide you with instructions on how to send the product back.
Return Shipping Costs
The return shipping costs are the responsibility of the customer, unless the product is defective or there was an error on our part (e.g., incorrect product sent).
We recommend using a traceable shipping method to ensure the return safely reaches us. We are not responsible for returns that are lost during transit.
Defective Products
Despite all the care we take in creating and shipping our products, if you notice any defects or damage upon receiving your order, please contact us within 48 hours of receipt. Send us an email with the order number, a description of the issue, and photos of the defective product. We will address the situation with the highest priority, and if the defect is confirmed, we will send a replacement product or refund the purchase price, including shipping costs.
Refunds
Once we receive and inspect the returned product, we will notify you via email about the status of the return. If the return is approved, the refund will be processed automatically, and the amount will be credited to the original payment method within 7 to 10 business days.
Please note that the time it takes for the refund to appear in your account may vary depending on the payment method and your bank's policies.
Exceptions to the Return Policy
Customized or made-to-order products (such as candles with personalized scents or designs) are not eligible for return, except in the case of a defect.
