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Shipping & Returns

Below you can find all the details regarding Shipping and Returns/Exchanges. Feel free to reach us if you have any question.

 

Shipping Policy

You'll receive a shipping confirmation by email or text message once your order has been packed and delivered to the shipping service.

We use the Portuguese Postal Services: CTT. In case of international orders, you will receive a tracking code by email to follow up on your package.

 

Important notes:

  • Please allow up to one or two weeks for order processing, in case the item is not fully re-stocked.
  • Orders purchased during discount campaigns take up to one or two weeks to be processed.
  • In case you need the item with some urgency, please let us know and we will do our best to find a solution for you.
  • Pre-order items take about 2-3 weeks to be processed.

 

Shipping Rates:

We offer free shipping in all orders over 100€!

 

Free shipping orders are processed with CTT (Portuguese Post Service). In the case your order is less than 100€ in total, these are the tariff rates that we have for you:

  • National orders - Portugal (no tracking available)
    • Standard: 3.5€
    • Express via Correio Azul: 5€
  • Shipping to Europe:
    • CTT Azul: 9€
    • UPS Saver Priority: 25€ - not available at the moment (see COVID-19 update below)
  • Shipping to Rest of World:
    • CTT Azul: 12€
    • UPS Saver Priority: 28€ - not available at the moment (see COVID-19 update below)

 

COVID-19 Update:

Due to the unfortunate situation we are all living today, it is not possible for us to ship orders via UPS Priority. 

You may also experience delays due to the number of orders being processed, and also the time that it is currently taking to replenish materials from our providers. Because of this, we kindly ask you to please allow up to 2 weeks for orders to be shipped during this extraordinary time.

Also, all international orders are taking longer to arrive to its destination, as it is more complicated and difficult to ship goods between different countries and continents.

Thank you so much in advance - not only for your interest and loyalty, but for your patience! 

Myself, Cristina, wish you and your family all the health and safety, and I hope that our needlepoint kits will offer you some comfort and support as we take on this challenge together.

 

 

Others considerations:

  • You may be required to pay additional fees upon receipt of your parcel. This will depend on the destination country and are not included on the shipping cost.
  • The shipping costs above do not include insurance against delays or loss during shipping, and we are not responsible for any delays or loss of your package due to the shipping provider service.

 

Returns & Exchanges Policy

If you'd like to return or exchange an order, send us an email to hello@unwind.studio. Shipping costs on returns are not covered. Refunds happen upon receipt. All orders are quality checked, carefully packed and shipped. In the unfortunate event that orders are damaged in transit, please let us know and send us also photo documentation. 

 

  • We accept returns if the item is still in brand new conditions. For returns please contact us within 14 days of receiving the item.
  • Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
  • Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
  • Several types of goods are exempt from being returned. These are: gift cards, downloadable patterns and custom canvases.

 

Refunds (if applicable) 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

 

Late or missing refunds (if applicable) 

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@unwind.studio.