Shipping, Return and Refund Policy

Shipping, Return and Refund Policy

Last updated: October 12, 2021

Thank you for shopping at

The following terms are applicable for any products that You purchased with Us.

Interpretation and Definitions

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.


For the purposes of this Return and Refund Policy:

  • Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Luisa Torres.
  • Goods refer to the items offered for sale on the Service.
  • Orders mean a request by You to purchase Goods from Us.
  • Service refers to the Website.
  • Website refers to Luisa Torres Handmade Ceramics, accessible from
  • You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
Shipping rates and delivery times

We will endeavour to process all orders the following business day, Monday through Friday, excluding holidays. Orders placed on weekends and holidays will begin processing the next business day. We aim to dispatch your order within 2 working days.

We use DPD for national and international shipping. Prices are dependent on weight, volume and destination. DPD provides tracking for the package in transit. Please note that you may be eligible to pay local customs or duties specific to each country: these are not included in the shipping charge.

We are able to ship outside Europe. If you let us know the items that you are interested in purchasing, we can give you an estimate of the shipping cost, as well as the time in transit. Please contact us at [email protected]

DPD shipping times are:

Portugal: 1 Day
Europe: 2-5 Days

Your Order Cancellation Rights

You are entitled to cancel Your Order within 14 days without giving any reason for doing so.

The deadline for cancelling an Order is 14 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:

We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement. You are responsible for the cost and risk of returning the Goods to Us.

Conditions for Returns

For the Goods to be eligible for a return, please make sure that:

  • The Goods were purchased in the last 14 days
  • The Goods are the same condition as it was delivered and in the original packaging
  • The Goods must be unused
  • The Goods must in a fully saleable condition

The following Goods cannot be returned:

  • The supply of Goods made to Your specifications or clearly personalized.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

Only regular priced Goods may be refunded. Unfortunately, Goods on sale cannot be refunded. This exclusion may not apply to You if it is not permitted by applicable law.

Returning Goods

You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods at the following address:

Send email to [email protected]  to receive the address.

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.


The purchase ticket for an order with delivery "for gift" does not specify the price of the goods and cannot be used for exchanges and/or returns. To make an exchange or return on such an order, the person who made the purchase must print a copy of the original ticket at his/hers account.

If the Goods weren't marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver.

Contact us

If you have any questions about our Returns and Refunds Policy, please contact us by email: [email protected] or at the contact form on the Contact page.