We take great care in providing detailed descriptions for each product we offer. We also include multiple photos taken from different angles and in natural light to give you as much information as possible.

If you still have a question, feel free to contact us using our contact form. We’ll get back to you as quickly as possible.

On luisa-paixao.com, it’s simple.

• If the “Add to Cart” button is active and clickable, it means the item you selected is in stock and available for immediate shipping.
• If the button is replaced by “Out of Stock,” it means the item is currently unavailable and being restocked. In that case, you can enter your email address to be automatically notified when it's back.

If a product is out of stock for immediate shipping, it means it's currently being restocked and cannot be ordered online at the moment. You can enter your email address to be notified as soon as it's back in stock.

If you're planning an order over $800, feel free to contact us using our contact form. We may be able to arrange immediate restocking or production for you.

As soon as your order is confirmed, you’ll receive an email acknowledging it. You will then receive four notifications from us:

1. Order confirmation
2. Shipping confirmation
3. Out for delivery notification
4. Delivery confirmation

Please note that a typo in your email address may prevent you from receiving our updates. You can always log into your customer account to check the status of your order.Also, make sure to check your spam or junk folder, as our messages or those from the carrier may occasionally end up there.

As of June 1, 2025, customs agreements between Portugal and the USA provide full exemption from taxes and customs duties for parcels valued under $800. However, in rare cases, the FDA may request a detailed inspection of a package, which could result in additional fees.

As of June 1, 2025, customs agreements between Portugal and the UK provide full exemption from taxes and customs duties for parcels valued under £135.

As of June 1, 2025, there are no specific trade agreements between Portugal and Canada. As a result, all deliveries to Canada may be subject to customs duties and additional fees. These charges are calculated by local authorities and will be collected by the carrier before your package is delivered to you.

For deliveries to all countries within the European Union, prices are shown inclusive of tax. These taxes are paid directly by Luisa Paixão, so you won’t have to pay anything extra upon delivery.

As soon as your order is confirmed, you’ll receive an email acknowledging it. You will then receive four notifications from us:

1. Order confirmation
2. Shipping confirmation
3. Out for delivery notification
4. Delivery confirmation

As long as you haven’t received the second notification “Shipping confirmation” your order can still be modified or canceled. To do so, please contact us using our contact page.

Our website uses the HTTPS protocol, meaning it is secured with an authentication certificate issued by a trusted third party. This protocol ensures the confidentiality and integrity of all data transmitted through the site.

On luisa-paixao.com, you can pay securely using your credit card. You can also choose to pay via your PayPal account if you prefer, or use a digital wallet. We accept the following payment methods:

• Visa
• Mastercard
• Maestro
• Amex
• PayPal
• Apple Pay
• Google Pay
• Shop Pay
• Union Pay

If you don’t have access to any of these payment methods, we can also accept a bank transfer. Just contact us with our contact form, so we can reserve your items before you make the payment.

When you pay by credit card, you'll be asked to enter your card number, expiration date, and security code. This helps protect you against fraudulent use of your data. A series of verification checks are then carried out with authorization servers to prevent abuse and fraud. All information is encrypted during transfer — nothing travels over the internet in plain text.

When you pay using PayPal, your financial information is protected by PayPal’s own security protocols, and we never receive any of your card or bank account details.

If you choose to pay with a digital wallet such as Apple Pay or Google Pay, the security features are built directly into your device’s hardware and software.

Finally, Strong Existence Lda, the company operating luisa-paixao.com, does not store any of your payment information on its servers.

There are several possible reasons. When a payment request is sent to your bank, automated systems determine whether to approve or decline it. These systems consider various factors, such as your spending habits, account balance, and card details like the expiration date and CVV code.

These factors are constantly changing, so a card that was previously accepted may be declined later. Even if all the card details are correct and you’ve successfully made a payment before, your bank’s fraud detection system may still block a new charge.

All orders placed before 10:00 a.m. (Portugal local time) are shipped the same day. Orders placed after 10:00 a.m. are shipped the next business day. Please note that if you place an order on Friday afternoon, it will be shipped the following Monday.

During high-demand periods such as Christmas, Mother’s Day, Father’s Day, or unexpected order surges, shipping may be delayed by a few days—but never more than 72 hours.

Shipping costs depend on two factors: the destination country and the weight of your package. They are automatically calculated in your cart at checkout.

We deliver all orders within 4 to 5 business days to the USA, UK, Canada, and Europe.

This delivery time is calculated from the moment we hand the package over to the carrier to the first delivery attempt. Business days exclude public holidays (in Portugal or the destination country) as well as Saturdays and Sundays.

For example, an order placed on Friday at 3:00 p.m. (or Monday at 9:00 a.m.) will be handed over to the carrier on Monday at 2:30 p.m. and delivered by Friday—within 4–5 business days.

Unfortunately, no carrier guarantees these delivery times anymore. They are provided for reference only, and we cannot guarantee them or offer compensation for delays. However, our records show that 97% of deliveries arrive within the estimated timeframe.

You will receive four emails from us:

• Order confirmation
• Shipping confirmation
• Out for delivery notification
• Delivery confirmation

You will also receive notifications from the shipping carrier with additional details such as the estimated delivery time or pickup point information (if applicable).

You can track your package at any time by logging into your account on our website or directly on the UPS website. We will provide you with a tracking number so you can follow your shipment at any moment.

Important: Please check your spam or junk folder, depending on your email settings, our messages might end up there.

For reasons of quality, security, and speed, all our deliveries are handled by UPS. There is no subcontracting involved : UPS picks up the packages daily from our warehouse, ships them, and delivers them directly to your home.

All our deliveries include a tracking number, which we send to you. This allows you to locate your package at any time on the UPS website.

Before worrying,

• Check your spam or junk folder, sometimes UPS notifications end up there.
• Also, review the delivery method you selected, as mentioned in our notifications; your package may be waiting at a pickup point.
• You can also visit the UPS website and enter the tracking number provided in our emails to see the exact status of your package.

If UPS confirms that your package has been lost, we will either refund your order or send a replacement within a maximum of 30 days.

Please note: If the carrier marks the package as “delivered,” we cannot file a claim on your behalf. In that case, it becomes your responsibility, but we remain available to assist you in the process.

We use only brand-new packaging boxes specifically designed for international shipping. You can learn more about our packing process on our “Order Packaging” page.

If the package you receive appears visibly damaged, we recommend refusing delivery and stating the reason as “Damaged package.” Then, immediately notify the carrier’s central customer service (contact details available online) and inform us within 48 hours so we can assist you.

Please note: Claims made after 48 hours will not be accepted by the carrier, and we will not be able to refund or replace your order.

We personally cover breakage for all home deliveries. We take over the carrier’s responsibility and will either refund or replace any broken item at no cost to you. Please contact us within 48 hours of receiving your order using our contact form.

• The damage must be reported within 48 hours of delivery. After that, we won’t be able to process your claim.
• You must take several photos of the broken item and send them to us by email.
• You must also take several photos of the shipping box and send them as well.
• You must keep both the packaging and the damaged item, as the carrier may request an inspection.

First, check the number of packages shipped by visiting the UPS website and entering the tracking number we provided in our notifications. If a package is missing at the time of delivery, it may still be in transit.

If the items you received don’t match your order, simply send us a photo of the items you received within 48 hours of delivery. We will then cover the return shipping costs and send you a new, corrected package.

If one or more items are missing, we will verify our inventory and check the package weight to confirm the shipping error. Once confirmed, we will send the missing item to you free of charge.

If you made a mistake or simply changed your mind, just contact us by email and we’ll provide instructions on how to return an item or your entire order. You can also find the return conditions on our “Returns & Warranty” page.

If you’re not satisfied with all or part of your order, you have 14 days to return it, and we’ll refund your purchase—no questions asked. For full details about returning an order, please refer to our Terms & Conditions or our dedicated Returns & Warranty page.

Once we receive and inspect your return package, we’ll issue your refund using the same payment method you used for your order (your credit card or PayPal account). You’ll receive an email confirmation as soon as the refund is processed.

In most cases, the refund will appear in your bank account within 10 business days of the refund being processed. Processing times may vary depending on your bank