Can I return my order?

After receiving your order, you can communicate your intention to return it within 5 days. This intention shall be communicated through the email address

In which situations can I return my order?

In case of damage, the products will be promptly replaced by J. Carranca Redondo, Lda. In the event of any production/packaging error for which J. Carranca Redondo, Lda. can be held accountable for, the product may be replaced/returned. If the products are personalized, J. Carranca Redondo reserves the right to analyze each case and to accept, or not, the return.

How is the return processed?

As soon as the intention of returning the order is communicated, the customer must indicate if they want to be reimbursed in cash, given a voucher for use in the Online Store, or make the exchange for another product. If they wish to be reimbursed for the order value, the customer must indicate the bank details (IBAN and account holder) so that the value is returned as soon as possible. 

Do I have to pay to return my order?

If the return happens due to an error during processing, J. Carranca Redondo, Lda. will assume responsibility, and collecting the order will be supported by the company itself. Collecting the faulty item will happen at a place and a date to be agreed upon – the time being determined by the carrier. If the return is due to a reason unrelated to J. Carranca Redondo, Lda., the resend will be borne by the customer, through a carrier, to the address: J. Carranca Redondo, Lda., Quinta do Meiral, 3200-095 Lousã.

In both cases the order must be properly sealed so that it can be handled by the carrier responsible for the return.


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