Shipping & Returns
All parts are made manually, so we ship your item within 1-2 business days to have time to create your piece. Features may look different from items shown online. SAND LISBON is a small national brand (Portuguese), which produces small quantities with limited collections. We work with restricted stock to ensure a sustainable business with as little waste as possible.
• PORTUGAL CONTINENTAL: shipping costs €5. However, orders over €100 do not pay shipping costs (exclusive to Mainland Portugal;
• PORTUGAL ISLANDS (Madeiras and Azores): shipping costs €7;
• SPAIN: shipping costs 6€
• SPAIN ISLANDS: shipping costs 15€
• EUROPE: shipping costs 10€
• International orders will have an associated shipping cost and may also be subject to customs duties according to the country of delivery, for which we are not responsible.
SAND LISBON sends the product(s) ordered by the User, from Monday to Friday, from 9:00 am to 7:00 pm, except holidays, and on the days and times used by the logistics company, to the delivery address indicated by the User.
Our delivery service does not include an appointment option, so the order's delivery will be made without prior contact by the carrier, and it is necessary to ensure that someone is at the delivery address.
Average transit times are as follows (please allow extra time in your customs check and remember that this period only starts after shipping). We are based in Portugal (Europe), so please note that the customer is responsible for paying any extra fees, customs duties, import charges, or taxes levied by the destination country for delivery. No fees or customs will apply to orders delivered in European Union countries.
Orders will be shipped via carrier – MRW to Portugal and Spain and by CTT Expresso to the rest of the world, and it is expected that they will be delivered within the following deadlines after dispatch:
• PORTUGAL CONTINENTAL: between 2-3 working days;
• PORTUGAL ISLANDS (Madeiras and Azores): between and five working days;
• EUROPEAN UNION: up to 6 working days;
• REST OF THE WORLD: variable, depending on the place of origin of the order; however, it usually does not exceed ten working days.
Once your order has been processed, you will receive an email to let you know. Although we use all available means to ensure that your order is delivered on time, we cannot be held responsible for delays caused by factors outside our control.
In case of unsuccessful delivery, the cost of a new shipment is charged to the customer.
SAND LISBON's ability to respond within these deadlines varies depending on the availability of stock, as well as on promotions, sales, and Christmas periods. SAND LISBON will inform the User of the unavailability of the ordered product(s), as well as refund the amount paid, within a maximum period of 15 (fifteen) days from the knowledge of the unavailability.
If the carrier's unavailability to deliver the products on the date indicated, the User will be contacted to indicate another delivery date.
Upon delivery, the User must inspect the packaging to check for any damage. If you verify that the products are damaged, the User must not accept delivery of the order, which will be returned. The User must report the situation, if possible documented with photographs, through the email firstname.lastname@example.org .com, and if they agree, SAND LISBON will resend the order at no cost to the User. If the user wishes to cancel the order, the total amount paid will be refunded.
If you do not receive your order within a maximum period of 90 (ninety) days from the date of payment of the order, please send an email to email@example.com informing us of the event. After this period, SAND LISBON cannot be held responsible for the loss of the order.
Delivery is considered to have been made with the signature on the delivery receipt at the agreed-upon address.
All orders for Portugal and Spain are shipped with and fully traceable on the MRW website. You can always contact them if you have any questions about your order.
NOTE: Throughout your checkout process, we offer our local postal service (CTT) along with one such as MRW. When an international order is placed and STANDARD SERVICE is selected as a shipping option, please note that it is transferred to your government post office once the order leaves Portugal. This means that CTT no longer receives state changes as a private service (MRW) would. Once your order has arrived in the country from which the order was placed, we will no longer be able to provide you with status changes or tracking information.
Your returned items must arrive at our office within 14 days of receiving them.
If you want to return your item, send us an email at firstname.lastname@example.org, and we will help you throughout the process. We will accept returns within 14 days of the original order date for a full refund, provided the items are unused and unpacked. In the case of sales, exchanges for an article for purchase from order before the sale period are not accepted.
We are not responsible for returned items lost in the mail or customs, so please collect your tracking information for good measure.
If you would like to exchange your item for a different item (we do not exchange earrings for hygiene reasons), please contact us at email@example.com. We will be happy to send you exchange once your item is returned and carefully inspected.
Follow these steps:
Prepare the return form (if you don't have it, print PT or EN) with your order number
Make sure the jewelry is packed in our packaging.
(outside the European Union) In the post office, clarify the customs declaration outside the package, mark “RETURN," and declare 0 euros to avoid any customs charges. We are not responsible for any charges on packages returned by customs. (If you don't, we may never receive the package, and we cannot make a refund).
After receiving the items, your refund will be 1-7 business days, with no shipping charges.