F. A. Q.
SHIPPING & DELIVERY
1) From where and how do you send the parcel?
We pack all parcels very carefully, and ship from Portugal with normal mail. All domestic and international orders are shipped by International Insured Parcel.
2) When will you send my order?
Shipments will follow within 8 -15 business days after payment is received.
We will ship your order to the address listed in your receipt. Please make sure you provide us the correct address.
3) How long does it take to get my order?
Parcels generally take a week to ten days to most European addresses (certain countries can be slower than this), between one and four weeks to the USA and three to four weeks to Asia.
Please note that If you are ordering from outside of the EU it is possible that you have to pay additional customs duties, taxes or fees to your public authorities.
4) What if I need my order more urgently?
I can also ship express via EMS at extra cost. In case you choose express shipping, simply notify by e-mail or convo before you place your order, and we will inform you about extra charges.
5) Do you charge handling?
No, we just charge the actual shipping cost, nothing for either handling or for the cost of the good quality packaging materials that we use.
6) What do I do if I just change my mind about the order?
No problem! If it hasn't been shipped, we will just cancel and make a full refund. If it's already on its way, please just return it to us in good condition and unopened within 5 business days. When we receive it, we will refund the item’s cost fully, excluding shipping and a 6 Euro re-stocking cost (this is just to help cover our time).
Exceptions to refunds are custom-made articles. We are not able to refund those except if the order presents any production/executions problem.
7). What happens if my parcel does not arrive?
If your parcel has not arrived within two weeks of it being shipped in Europe or within five weeks outside Europe, please let us know.
Note: We will ask you to double check that there is no notification from your local post office. With “signed for” parcels if no-one is available to sign the post office will leave a note. Please check for this.
We will then file a report at the post office. When they confirm that the parcel has been lost (this can take a while as they have to communicate with the postal services in the destination country) we will resend free of charge.
8) If my parcel is returned to you, can you resend it?
Sometimes parcels are returned to us because the post office could not get a signature on delivery (all our parcels are sent "signed for"). It's your responsibility to make sure that you give us an address where someone can sign for the parcel when it arrives, or to pick the it up at your post office when they leave a message about delivery (when a postman/woman cannot get a signature they will leave a printed form advising on alternative arrangements to get the parcel). Please do make sure you give a valid shipping address. If the parcel is returned to us through no fault of our own, we can resend, but we will have to recharge for posting a second time.
Refunds and Exchanges
Satisfaction Guarantee. If you are not entirely satisfied with your purchase, you can send it back within 5 business days after receiving. Please send it "signed for" together with your receipt. We will refund the item’s cost fully, excluding shipping and a 6 Euro re-stocking cost (this is just to help cover our time).
Please ensure you send us the package UNUSED AND IN PERFECT CONDITION, we can refund you for the full purchase price when it arrives back with us.
Exceptions to refunds are custom-made articles, based on articles created out of our usual portfolio. We are not able to refund those except if the order presents any production/executions problem.
Additional Policies and Copyrights
All products, designs and images are protected by copyright. It is not allowed to reproduce, duplicate or sell any of the designs and products partly or fully without permission of the owner of the products, designs and images.
We take the most accurate photos that we can from our articles. However, our products are hand made, unique articles and therefore colors, shapes and and shadows may vary slightly from the products presented in our catalogue.
Our guarantee does not apply to all of our reduced price sale goods as some of these are not normal full-priced products. If in doubt about this, please do contact us before purchasing a reduced price sale item.
Please note that we cannot refund under any circumstances, in full or in part, if the item is not returned to us.
And finally - we keep being asked if we sell our designs and photos. We are selling some of the photos on our website www.lightfactory.pt. However, we are not selling our designs and patterns, for now. Thanks however to all those who have expressed an interest and we will evaluate the situation in the future.
Feel free to contact us if you have any questions under firstname.lastname@example.org