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FAQ

Which payment methods can I use to pay for my order?

You can choose between the following methods of payment: credit or debit card (through PayPal system), MBnet (through PayPal system), MBway or bank transfer.

I live outside of Portugal. Can I shop at Luz Natural?

Yes of course! Firstly please contact us through e-mail so that we can estimate the cost of shipping and organize your order.

How much are the shipping costs?

  • Free pick-up at our showroom in Porto!!

If you wish you can pick up your order for free at Luz Natural & Confraria Vermelha showroom, at Rua dos Bragas 32, Porto, Portugal.

Hours 

Monday to Friday

10:00 a.m. to 1:00 p.m. 

2:30 p.m. to 7:00 p.m.

Saturdays

11:00 a.m. to 1:00 p.m.

2:30 p.m. - 7:00 p.m.

 

  • National orders weighing less than 2Kg = €6


  • National orders weighing between 2Kg and 5Kg = €9.40

  • If you prefer we can send your order to a pick-up delivery point of your choice, send us an email to info@aluznatural.com so that we can organize it.

    What is the delivery time for my order?

    Delivery times may be slightly higher during the balances and holidays periods. Except for these exceptions, normal delivery times will be:

    Continental Portugal - 1 to 3 business days

    Where is my order?

    All orders are dispatched within 2 business days after confirmation of payment, via Correios de Portugal (CTT) by registered mail.

    After shipment, customers will receive by email the registration number of their order and can use the CTT Object Search service to track the delivery of your order, thus ensuring delivery.

    How are fragile products packed ? 

    Each fragile product (ceramic, porcelain, terracotta) is individually packaged and protected with an insulation layer. In this way, each product is protected from contact with others to be sent. Next, we fill the bottom of the shipping carton with a damping layer in order to avoid friction during transport either between the objects themselves or between the objects and the walls of the carton. We put the individual packages in the cushioning layer and cover them with a new layer.

    We seal the order securely and send it with care!

    Exchanges and returns?

    Customers will be able to return the articles that present manufacturing defects and, in this case, will be reimbursed in the total value of the same and the respective shipping costs.

    For exchanges and returns only items that are still in their original packaging and in perfect condition will be accepted. The deadline is 15 days.

     

    LAI 144/2015 - Alternative Dispute Resolution (ADR)

    In the event of a dispute, the consumer may use an Alternative Dispute Resolution Body:

    Porto Consumption and Arbitration Information Center

    Address: Rua Damião de Góis, 31, Loja 6, 4050-225, Porto

    Phone: +351 22 550 83 49 / +351 22 502 97 91

    Fax: +351 22 502 61 09

    E-Mail: cicap@cicap.pt