Frequently asked questions

Choose the product, complete the personalisation fields and select the available options before adding it to your cart. Check names, dates, quantities and address before completing your purchase. Any applicable options and extra charges are shown on the product page.

Orders are cancelled for non-payment after 72 hours. Choose one of the payment methods available at checkout and follow the instructions shown.

Production begins after payment is confirmed and all required information has been received. If payment fails or expires, contact us with your order number.

Use the fields provided on the product page or email the files to geral@cutxicutxi.com, including your order number. Send good-quality images that you are authorised to use. When a product includes a mock-up, check all details carefully and reply to the approval request.

Contact the atelier as soon as possible, including your order number and the change requested. Whether a change is possible depends on the stage of production and will be confirmed by the team.

Check the production time shown on each product and the estimate provided with your order. Different products and quantities can have different lead times. Shipping time is added to production time.

After payment is confirmed and all information required for production has been received: personalisation details, files and mock-up approval where applicable. Saturdays, Sundays and public holidays are not counted as working days. Missing information or delayed approval may change the estimated date.

When available, select the option on the product page. The lead time and extra charge are shown next to the chosen option. Priority applies to production only; shipping time is always additional. If you have an event date, contact the atelier before ordering to confirm feasibility.

After dispatch, delivery to mainland Portugal usually takes 1–3 working days. For the Azores and Madeira, check the estimate shown at checkout or confirmed by the carrier. For European Union countries, the usual estimate is 5–10 working days; for other international destinations, 10–15 working days. These are estimates and depend on shipping conditions.

Shipping is calculated at checkout before you complete your purchase. In mainland Portugal, standard shipping is free from €70, including orders of exactly €70, based on the product value after discounts. Urgent or special services and other destinations have their own terms. See the Shipping Policy.

Collection is free when offered at checkout or agreed in advance. Wait for confirmation that your order is ready. Our usual hours are Monday to Friday, 9:30 am to 5:30 pm; we recommend confirming or arranging collection first. Address: Rua Bartolomeu Dias, no. 15, A14, 2695-675 São João da Talha.

See the Returns & Refunds Policy for the applicable deadlines and conditions. If you received an item with a problem, contact us with your order number and a description of the issue.

When tracking is available, you’ll receive the tracking code after dispatch. Please respect the collection deadline given by the carrier for collection points. For support, email geral@cutxicutxi.com or call 219 553 029. You can also read our Terms & Conditions.