Shipping Information
Processing Time
Each piece is handmade especially for you! We take up to 5 working days to create, perfect, and package your order before shipping.
All timeframes begin after payment confirmation and your final design approval for custom orders.
Shipping Costs & Delivery Times
Our shipping costs are based on your order total and are paid for by you, the customer.
PORTUGAL Continental
| Order Total |
Standard Mail (5-20 days) |
Registered Mail (3-10 days) |
|---|---|---|
| Under €25 | €4.50 | €6.50 |
| €25 - €49.99 | €3.50 | €5.50 |
| €50 - €74.99 | €2.50 | €4.50 |
| €75 or more | FREE | €3.00 |
PORTUGAL Islands (Açores & Madeira)
| Order Total |
Standard Mail (5-15 days) |
Registered Mail (5-15 days) |
|---|---|---|
| Under €30 | €7.00 | €9.00 |
| €30 - €59.99 | €5.50 | €7.50 |
| €60 - €89.99 | €4.00 | €6.00 |
| €90 or more | FREE | €4.00 |
EUROPE
| Order Total |
Standard Mail (5-20 days) |
Registered Mail (4-20 days) |
|---|---|---|
| Under €40 | €8.50 | €12.00 |
| €40 - €69.99 | €6.50 | €10.00 |
| €70 - €99.99 | €4.50 | €8.00 |
| €100 or more | FREE | €6.00 |
Rest of the World
| Order Total |
Standard Mail (7-30 days) |
Registered Mail (7-30 days) |
|---|---|---|
| Under €50 | €12.00 | €18.00 |
| €50 - €79.99 | €9.00 | €15.00 |
| €80 - €119.99 | €6.00 | €12.00 |
| €120 or more | FREE | €10.00 |
About Our Shipping
- Carrier: We ship through CTT (Portuguese Postal Service)
- Shipping Options:
- Standard Mail: Most economical option, no tracking available
- Registered Mail: Includes tracking number for package monitoring
- Free Shipping: Enjoy free standard shipping when you reach our minimum order thresholds!
- Order Tracking: For orders with registered mail tracking, you can monitor your package:
- Through our website in your account area
- Directly on CTT's website
- Shipping Costs: All shipping costs are the responsibility of the customer and are calculated at checkout based on your order total and destination
Tracking Information
- When Tracking Starts: Tracking numbers are activated once CTT processes your package, usually within 24-48 hours of shipping
- International Tracking Limitations: For shipments to North America and other international destinations, tracking codes may not work after the package arrives in the destination country. This is a limitation of the international postal system, not our service
- Standard Mail: Does not include tracking. We recommend registered mail for valuable orders or if you want peace of mind
Important Information
- Holiday Seasons: During Christmas, Easter, and summer holidays, delivery times may be longer than usual
- Possible Delays: Estimated delivery times may vary due to:
- Weather conditions
- High-volume shipping periods
- Customs procedures (international shipments)
- Unexpected postal service situations
- Strikes or force majeure events
- International Shipments: May be subject to:
- Custom duties and import taxes (buyer's responsibility)
- Customs inspections that may increase delivery time
- Additional documentation requirements
- Delivery Address: It's essential to provide:
- Complete and correct address
- Valid postal code
- Phone number (to facilitate delivery)
- Any apartment or building access codes if applicable
- Incorrect Address: If you provide an incorrect or incomplete address, additional shipping charges may apply for redelivery, and we cannot be held responsible for lost packages due to address errors
Lost, Damaged, or Missing Packages
- Package Not Arrived: If your package hasn't arrived within the estimated delivery time:
- First, check with your local post office - sometimes packages are held there
- Contact us at hi@kashi.pt, or using the order message form on "my account" with your order number
- We will work with CTT to investigate
- Damaged During Shipping: If your package arrives damaged:
- Take photos of the packaging and the product
- Contact us immediately at hi@kashi.pt
- We will arrange a replacement or refund at no additional cost to you
- Lost Packages: For registered mail with tracking, we can file a claim with CTT. For standard mail without tracking, recovery options are limited
- Our Responsibility: We are responsible for ensuring your package is properly packaged and handed to CTT. Once shipped, delivery is the responsibility of the postal service
Force Majeure
We are not responsible for delays or non-delivery due to circumstances beyond our control, including but not limited to:
- Natural disasters
- Strikes or labor disputes
- CTT postal service issues or delays
- Customs delays or issues
- Pandemics or public health emergencies
- Government restrictions or regulations
Returns and Exchanges
For information about returns and our 14-day withdrawal right, please check our Terms and Conditions.
Return Shipping Costs:
- Standard Returns: You are responsible for return shipping costs when exercising your 14-day withdrawal right
- Defective or Damaged Products: We cover return shipping costs for products that arrive defective or damaged during shipping
- Our Error: If we sent the wrong item, we cover all return and replacement shipping costs
Questions?
For any shipping-related questions, contact us at hi@kashi.pt, or use the website contact form - we're happy to help!
As a small, mom-owned business, I personally handle each order with care. If you have any concerns about shipping, please don't hesitate to reach out.