Providing a good customer service is our goal. It goes without saying that a happy customer is a returning customer so please contact us if there's any problem.
-Shipping & Handling-
How much is shipping?
The shipping price is based on the weights of the products ordered and customer location. Just add the product/s to the shoping cart to see what the rate is going to be before checkout.
Can shipping address of an order be changed?
Please contact us for any change. Please not that when an order status is "Shipped", the shipping address can not be changed has the order is already in transit.
When will the order be shipped?
The processing of the order only starts once the payment is cleared. The time we need to prepare an order for shipping varies between 3/7 business days. All products are entirely handmade and take a lot of care in their production. However if a product is not up to our standards, we may have to delay to re-process them in order to sent it with the best quality possible. The order will be dispatched as soon as possible.
How can packages be tracked?
The status of packages can be track via customer country post mail website, using the tracking number that was provided when the order was shipped.
To some countries (like Australia) sometimes tracking is only updated when it's shipped and delivered because they do not scan international packages
Some products can be choosen with free shipping at checkout. Please note that for those there isn´t tracking available.
When will the package arrive?
Portugal: 1-3 business days
North America: 10-15 business days
Europe: 5-10 business days
Australia, New Zealand and Oceania: 15-20 business days
Asia Pacific: 15-20 business days
Latin America and the Caribbean: 15-20 business days
North Africa and the Middle East: 15-20 business days
Sub-Saharan Africa: 15-20 business days
*To an FPO address maybe be a delay in delivery due to security concerns as it is an international package.
-Returns & Refunds -
If for any reason you are not completely satisfied with a product, you may return it and we will issue a refund or a replacement.
Go to your account and select Returns and fill the required information or send us an email.
Simply return it carefully packaged in the same condition as received.
- The refund will be issue once we receive the returned products.
- The recipient or purchaser will be responsible for all return shipping and insurance fees.
- It is advisable to obtain proof of postage from the postal service used, as pictures of the items before packaged to prove their integrity in case of damage during returning shipment.
- Any taxes or customs fees charged in customs is customer responsabilitie and there will be no refund refering to that matter. By law charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information.
-*Outside Europe shipping and handling charges are non-refundable.
If you receive an order with a mistake that kasefazem is responsible or if it was damage in transit.
- Please send us an email with clear pictures of the damage/mistake so that the replacement can be sent asap or receive the refund regarding the faulty product.
Item not received.
- If your package is mark as delivered by carrier but you didn´t receive it, please contact us. We will need to fill a complain to postal inspector in both ends. Please send us a copy of the complain document provided by postal service. A replacement will be send asap.
- If your package is long overdue, please contact your local post offices to try to locate the package as it is always faster when is done on the receiver country. Due to reasons that are beyond our control as for example weather conditions, changes in postal service or customs, there may be sometimes delay on delivery and can range between 2 and 6 weeks.
-*To an FPO address maybe there will be a delay in delivery due to security concerns as it is an international package.
Please Take Note:
Shipping is made to the address provided by you and there will be no refunds, only re-shipping on your expense for items that was returned to us.
- Please be sure your adress is correct
Personalization is made accordeling to what you write.
- We always try to correct any misspeling, but due to the hight amount of orders we have, we use copy/past, so we may not be aware if there is a mistake. That being said, it is your responsability to ensure the correct spelling.
- Check regularly the status of your package on your country post mail website.
- In case that you're not at home at time of delivery a notice will be left by the carrier.
Please understand that is buyer responsibility to contact carrier to redelivery or pick up at the local post offices in time manner.
Althought delivery is usually made in times stated above, please note that the estimated delivery date that carriers give us is an estimate, not a guaranteed date, as it can sometimes vary due to reasons that are beyond our control (ex. weather, changes in postal service or customs) specially during holidays seasons. When a delay on delivery eventually occur, we will help locate package, no refunds or replacements will be made before the period of 6 weeks as expired.