FAQ
To place an order at www.cutxicutxi.com you need a valid email account. After that, just add everything you want to buy to your basket and follow the steps below:
- Find the products you want at www.cutxicutxi.com;
- Add the selected product(s) to your basket using the “Add to basket” button
- Once you have chosen every item you want to order, complete your purchase by clicking “Checkout”
- Enter your personal details: “Delivery address”, “Billing address”, phone number, tax number (NIF) and select your “Payment method”;
- Review your order;
- Complete the purchase and pay, confirming your order
You will receive an order confirmation email with the details of the payment method you selected. Once payment is validated, you will receive a confirmation email.
You can see all your order details at www.cutxicutxi.com, in your customer account area, if you registered as a customer.
Your order will be delivered by the courier to the delivery address given during checkout. The invoice will follow by email with your billing details.
Please note that CutxiCutxi reserves the right not to accept, and to cancel, orders already confirmed in the following situations:
- The product is not available;
- Payment is not made using one of the payment options available on www.cutxicutxi.com
- Payment is not confirmed;
- The billing information is incorrect or cannot be verified
- The bank transfer for the order has not reached us within 5 (five) days of your order being accepted;
- There is an error in the price quoted;
- Delivery to the address given by the customer is not possible.
Orders are only confirmed once they have been paid.
During the order process, you receive 3 emails:
- one when you complete your order, with all the order details.
- one when you pay, when your order moves to “internal processing”.
- one when Cutxi Cutxi ships your order, when it moves to “completed”.
After 72h, orders that have not been paid will be cancelled and will have to be placed again, so no item is held in reserve.
CUTXI CUTXI ships approved orders as quickly as possible, in the order they were received.
We split the process into 2 stages: production and shipping.
Production time is the time we need to make your order and can be up to 8 working days (for items outside the Events category) and between 15 and 20 working days for items in the Events category.
Shipping time is the time after it leaves our premises:
- Portugal up to 3 working days
- Europe 5 to 10 working days
- Rest of the world 10 to 15 working days.
These times can be longer during peak periods; if so, you will be told when your order is confirmed.
We offer a ‘Priority Handling’ option. With this option your order goes into production sooner. Please note that 98% of the items on the CutCutxi website are made in the atelier, and that process only starts once payment comes through.
Priority Handling speeds production up to 24 to 72 working hours. Note that if you pay by bank transfer, the estimated shipping time starts from the moment the transaction is actually confirmed.
CUTXI CUTXI is not responsible for incomplete or incorrect details that prevent delivery; in that case the cost of resending is borne by the customer.
98% of our items are made after your order is confirmed. They are made or finished by hand in our atelier.
That is why we always need production time. It can take up to 8 working days, or between 15 and 20 working days (for christening items and other sacraments)
Add another 24 to 48 working hours for delivery.
CUTXI CUTXI is not responsible for incomplete or incorrect details that prevent delivery; in that case the cost of resending is borne by the customer.
We offer several ways to pay.
Multibanco reference
MBWay
Visa
Paypal
Bank transfer
What types of payment are available?
-Multibanco
Pay at a Multibanco cash machine or easily through home banking
Payment references have a deadline and become inactive after that period
-MBWAY
You need the app installed on your phone.
The MBWay online payment is generated automatically. If you were not able to pay, go to your customer area / select your order / and click where it says “pay order”, choosing MBWay again. If that does not work you will need to select another payment method or place a new order. Find out more here
https://www.mbway.pt/#banner
-Paypal
The simplest, safest way to pay online
https://www.paypal.com/pt/webapps/mpp/pay-online
-Debit / credit card (Visa)
-Bank transfer
You must send proof of payment to geral@cutxicutxi.com stating your order number.
The order is only processed and shipped once payment has cleared
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Security
Payment details are not stored and your personal information will not be shared with third parties.
Our site uses SSL encryption for a secure connection.
Orders normally have a 5-day deadline and become inactive after that period
we cannot guarantee stock after that period.
Orders are only processed once payment has cleared (MbWay, Paypal, Multibanco, bank transfer)
We offer 2 methods:
Collection from our premises. This service is free. Once you receive the email saying your order is ready for collection, you can pick it up on working days between 10:00 and 17:30. By appointment.
Or
By courier. At the moment we work with DPD and MRW.
Either way, you will receive an email letting you know your order is on its way.
Registered post for the islands and the rest of the world.
You can follow the tracking with the number we send you.
CUTXI CUTXI is not responsible for incomplete or incorrect details that prevent delivery; in that case the cost of resending is borne by the customer.
We normally reply within 12 working hours, but because of the huge volume of emails it can take up to 48 hours.
When emails are about orders for items with images or logos you want to use, or about orders for items that are not yet on the site, it will take longer. Thank you for understanding.
Just select and fill in the fields you are asked for, add the product to your basket and go through with the purchase
please do not use emoticons, emojis or smileys in the personalisation.
For this kind of item we cannot guarantee stock for orders that are not paid straight away. We hold your unpaid order for 12 hours.
All our products come in really special packaging (usually one package for all the items in an order). This is to turn your gift into a true experience of love and care.
We are sorry, but it is not always possible to create new designs or change themes, especially over the festive season and during promotions. Please get in touch before ordering so we can confirm whether it is possible.
(TeXT CaSE nOT SEnSiTiVE) text will be in capitals or lower case as in our example
This means that even if you write your personalisation in capitals or lower case, we will not take that into account. We will do the personalisation to match our product photo, and the design may have to be adjusted or modified so that it looks good.
The personalisation is done exactly as you write it, so please make sure everything is correct and free of spelling mistakes.
We always try to correct things when we spot a mistake, but with the high number of orders we normally copy and paste and do not notice. So it is your responsibility to make sure everything is right.
Only on some products, which will be marked as such on the item itself. And we only go ahead with production once you reply to the email, OR, if there is no reply and after several attempts by CutxiCutxi to get in touch, we will send the item even without approval, so that it is not held indefinitely.
For items not marked with “Mock-up sent for approval” we do not send proofs or previews of a product’s personalisation.
We will only contact you if we have a question; otherwise your order goes into production so it can be sent as soon as possible.
When there are free gifts it is stated at the bottom of each item’s page. However, the free extras we include with some products may be replaced or withdrawn without prior notice, depending on stock
Yes, all items carry the CutxiCutxi brand, either as a logo and/or a signature (www.cutxicutxi.com). Items designed from scratch by CutxiCutxi carry the signature marking them as a brand original.
Yes. We have some products where we can use your photos or images.
Only use good quality, high resolution images or photos, in a size and shape suited to the product, so the final result is excellent quality. If you are attaching a logo, always use an image with a transparent background.
Please do not use names, phrases or images that are copyrighted and that you are not licensed to use. Please note that we do not work with, or accept, images taken from the internet. If you want to use an image like that, it can only happen with the express authorisation of the rights holders, and it is up to you to obtain it. Please note that in that case it is automatically declared that you have the express authorisation of the rights holders to use the image you attach to the order, that you are entirely responsible, and that we are entirely excluded from any legal implication that may arise from a breach of Article 184 of the Penal Code
Do not use images with sexually explicit content, or that are offensive, defamatory or discriminatory against any individual or group.
We reserve the right to refuse an order if the request looks fraudulent to us, does not comply with our terms and conditions, or is not something we can make at the time. Whenever we are asked to work with images supplied by a customer, that customer is always responsible for their quality, as well as for their use in legal terms
We reserve the right to photograph the finished product and publish the photos online without prior notice. However, out of respect for our customers’ privacy, we will not publish photos of products where photographs sent in by customers have been used
Right after ordering, send your image to geral@cutxicutxi.com stating your order number.
Only use good quality, high resolution images or photos, in a size and shape suited to the product, so the final result is excellent quality. If you are attaching a logo, always use an image with a transparent background. We do not edit images. If, for example, you send one with a white background, it will come out with a white background
If you want to include your logo, photo or image, just send it by email
If you want your logo, photo or image to cover the whole product, you need to say so and send the image ready to use (we do not edit images)
Because screens differ, colours may look slightly different.
This means that on your device (computer or phone…) something may look one colour, and when you receive it, it is not exactly as you saw it. This is not a fault, it comes from the different screens. What looks green on your monitor may look blue on another.
Depending on the size of your order, it will normally be sent in an envelope or a box. Items come with a standard pouch and sticker, unless we are out of stock. We have the option to send them already wrapped, for which a fee applies. To do that, select the gift wrap option.
Cutxi Cutxi keeps orders for collection at the atelier, or orders returned by the couriers for whatever reason, for 3 months.
We can keep your order for a little longer (to be agreed with you) if you let us know in advance by email. Please get in touch so we can work out the best way.
After 3 (three) months, Cutxi Cutxi cannot guarantee that your order will still be at our premises. Products containing photographs and personal data will be destroyed to protect the customer. Products such as T-shirts, mugs and notebooks will be donated to charities.
We accept no liability, as these are personalised products, and no refund is given.
I have received an item I want to exchange.
If you are not happy with a product, you can return it within a maximum of 14 days*, as long as the item is not personalised.
Just send an email with your order number and photos of the item. Once you have our confirmation, please return it carefully packed and in the same condition you received it.
-The item must be in its original packaging, with absolutely no signs of use and with all labels included (if applicable).
– We recommend getting proof of return from the courier (tracking number) and photos of the item before packing it, in case you need to prove its condition if it is lost, damaged or tampered with in transit.
* Only applies to NON-PERSONALISED products. Please note that our items are handmade, so every item is unique and there may be small differences between the product photographed and the final product. Colours can also vary between screen and print.
Personal items such as socks, slippers and underwear cannot be exchanged for hygiene reasons.
If you select the Priority fee, your order goes into production straight away. Please note that 90% of the items on the CutCutxi website are made in the atelier, and that process only starts once payment comes through.
All our orders are made in the order they arrive. The priority fee gives your order priority over the other orders in the atelier, so it starts being made sooner.
You can select this option at the end of your order, next to the address details.
Our site is 100% secure.
www.cutxicutxi.com follows very high standards of security and confidentiality to protect your information, so when you browse the site you are in a secure environment.
To keep you safe, Cutxi Cutxi does not store your credit card details. The personal information you give us as a customer during the payment process is only kept in our customer records and will NEVER be passed on or sold to third parties.