SHIPPING POLICY — CUTXI CUTXI

Last updated: 16 June 2026

This Shipping Policy applies to orders placed through the website www.cutxicutxi.com and supplements Cutxi Cutxi's Terms and Conditions.

1. IDENTIFICATION

Cutxi Cutxi, Unipessoal Lda.
NIF: 517 898 225
Address: Rua Bartolomeu Dias, n.º 15, A14, 2695-675 São João da Talha, Portugal
Email: geral@cutxicutxi.com
Telephone: +351 219 553 029
Mobile: +351 930 427 120

2. PRODUCTION OF ORDERS

Most Cutxi Cutxi products are made, prepared or personalised individually in our studio, after the order is placed.

The usual production times are:

• Standard items: up to 8 working days;
• Personalised items for events, including christenings, communions, weddings and other celebrations: between 15 and 20 working days;
• Special items or quantities: the time indicated on the product page or confirmed to the customer in writing.

The times shown are estimates and may vary depending on:

• The type of product;
• The quantity ordered;
• The level of personalisation;
• The availability of raw materials;
• The time of year;
• The volume of orders;
• The need to approve a mock-up;
• Other circumstances specific to the order.

3. START OF THE PRODUCTION PERIOD

The production period only starts once all the conditions necessary to carry out the order are in place, in particular:

• Confirmation or validation of payment;
• Receipt of all the personalisation details;
• Receipt of photographs, logos or files;
• Confirmation of quantities, sizes or models;
• Approval of the mock-up, where applicable;
• Answers to questions essential to production.

Where the customer delays in sending, correcting or approving the necessary elements, the production period will be suspended and the estimated delivery date may change.

Saturdays, Sundays and public holidays are not considered working days.

4. MOCK-UPS AND APPROVALS

Where the product provides for a mock-up to be sent, production may be conditional on the customer's approval.

The customer must carefully check:

• Names;
• Dates;
• Phrases;
• Spelling;
• Photographs;
• Colours;
• Composition;
• Layout;
• All other elements of the personalisation.

The time elapsed between sending the mock-up and the customer's approval is not counted towards the production period.

Changes requested after approval may:

• Not be possible;
• Entail additional costs;
• Change the production and delivery times.

5. EVENT DATES

The customer may state the date of the event when placing the order.

Stating that date allows Cutxi Cutxi to assess and organise production, but does not in itself constitute a guarantee of delivery by that date.

Where delivery by a particular date is essential, the customer must contact us before completing the purchase and obtain written confirmation that the deadline can be met.

Cutxi Cutxi may refuse orders whose requested deadline is incompatible with the time needed for production and transport.

Cutxi Cutxi is not responsible for consequences arising from an order placed without the recommended lead time or from delays caused by the customer's failure to respond, approve or send information.

This provision does not limit the consumer's legal rights in the event of failure to meet an expressly agreed delivery date.

6. DISPATCH AND TRANSPORT TIMES

Once production is complete, the order is prepared and handed over to the carrier.

The usual transport times are:

• Mainland Portugal: between 1 and 3 working days;
• Autonomous Regions of the Azores and Madeira: the time shown at checkout or confirmed by the carrier;
• European Union countries: between 5 and 10 working days;
• Other international destinations: between 10 and 15 working days.

These times cover transport only and are in addition to the production time.

Transport times are estimated and may vary due to:

• Distribution volume;
• Holiday seasons;
• Strikes;
• Weather conditions;
• Customs checks;
• Local restrictions;
• Incorrect or incomplete addresses;
• Absence of the recipient;
• Other situations outside the normal operation of the delivery.

7. CARRIERS

Cutxi Cutxi usually works with carriers such as:

• CTT Expresso;
• DPD;
  
• GLS
• Other logistics operators suited to the destination or type of order.

The carrier may vary depending on:

• The destination;
• The weight and dimensions of the order;
• The option selected;
• Operational availability;
• The transport conditions of the product.

The mention of a carrier in this policy does not guarantee that all of them are available for all orders.

8. ORDER TRACKING

Where the transport service provides tracking, the customer will receive an email or message with the corresponding code after dispatch.

The code may take a few hours to become active in the carrier's system.

The customer is responsible for following the status of the shipment and for being available to receive the order or to collect it within the period indicated by the carrier.

A temporary lack of tracking updates does not necessarily mean that the order is lost or held up.

9. SHIPPING COSTS

Shipping costs are calculated at checkout, before the order is completed, according to:

• Destination;
• Weight;
• Dimensions;
• Order value;
• Delivery option;
• Campaigns in force.

The customer will be able to see the applicable cost before confirming the purchase.

10. FREE SHIPPING

Orders with a value equal to or above €70 qualify for free shipping to mainland Portugal, unless otherwise stated on the website or in a specific campaign.

For the purposes of calculating the free shipping threshold, the value of the products after the application of discounts, vouchers or promotional codes is taken into account, unless otherwise stated.

Free shipping:

• Applies only to the standard option available;
• Does not cover urgent or special services;
• Does not cover, unless expressly stated, the Azores, Madeira or international destinations;
• May not be combined with certain campaigns;
• Does not include the costs of re-shipping orders returned for a reason attributable to the customer.

If a partial return means that the value of the products kept by the customer no longer meets the minimum required to benefit from the campaign, the rules set out in the Returns and Refunds Policy and in the applicable legislation will apply.

11. COLLECTION AT THE STUDIO

Collection at the studio is available free of charge, where offered as an option at checkout or agreed in advance.

Address:

Cutxi Cutxi, Unipessoal Lda.
Rua Bartolomeu Dias, n.º 15, A14
2695-675 São João da Talha

Usual opening hours:

Business days, between 09:30 and 17:30; we advise prior confirmation or booking.

The customer should wait for notification that the order is ready before travelling to the studio.

To collect the order, the following may be requested:

• Order number;
• Customer's name;
• Identification document or other information that allows the delivery to be confirmed.

Where the collection is made by another person, we recommend that the customer inform Cutxi Cutxi in advance.

12. ADDRESS AND DELIVERY DETAILS

The customer is responsible for providing complete and correct delivery details, including:

• Recipient's name;
• Street and number;
• Floor, unit or plot;
• Postcode;
• Town;
• Country;
• Telephone number;
• Any other necessary details.

Before completing the purchase, the customer must carefully check the address given.

If they notice an error, they must contact Cutxi Cutxi as soon as possible.

It may not be possible to change the address once the order has been dispatched.

13. INCORRECT OR INCOMPLETE ADDRESS

Cutxi Cutxi is not responsible for delays or failure to deliver caused exclusively by incorrect, incomplete or out-of-date details provided by the customer.

Where it is possible to correct the address before dispatch, Cutxi Cutxi will seek to do so at no additional cost.

Where the order has already been dispatched, a change of address:

• May not be possible;
• May entail additional costs;
• May delay delivery;
• Will be subject to the carrier's conditions.

If the order is returned to Cutxi Cutxi because of incorrect details, re-shipment will be subject to advance payment of the new transport costs and of other charges directly resulting from the return, where legally permitted.

14. ABSENCE OF THE RECIPIENT AND COLLECTION POINTS

Where delivery cannot be made, the carrier may:

• Make a further attempt;
• Contact the recipient;
• Forward the order to a collection point;
• Return the order to Cutxi Cutxi.

The customer must collect the order within the period indicated by the carrier.

Cutxi Cutxi does not control the period during which an order remains available at a collection point.

If the order is not collected and comes back to the studio, the customer will be contacted to decide on the next steps.

Re-shipment will be subject to advance payment of the corresponding costs where the return results from the recipient's absence or failure to collect.

For personalised products, failure to collect or receive the order does not in itself give rise to a right to a refund.

Mere absence, refusal or failure to collect does not replace an unequivocal communication of withdrawal where that right is legally applicable.

15. RISK OF LOSS OR DAMAGE

Where Cutxi Cutxi arranges the shipment through a carrier offered by the shop, the risk of loss or damage remains with Cutxi Cutxi until the customer, or a third party indicated by them other than the carrier, physically receives the order.

If the customer engages, on their own initiative, a carrier other than the options offered by Cutxi Cutxi, the risk may pass at the moment the order is handed over to that carrier, under the legally applicable terms.

16. LOST OR UNMOVING ORDERS

Where an order is abnormally delayed or shows no updates for a significant period, the customer should contact us at geral@cutxicutxi.com.

Cutxi Cutxi will request an investigation from the carrier.

Investigation times are set by the logistics operator and may vary.

While the investigation is ongoing, Cutxi Cutxi will keep the customer informed whenever it receives relevant information.

Where the loss of an order before delivery to the consumer is confirmed, Cutxi Cutxi will apply the legally appropriate remedy, which may include:

• A new shipment;
• Replacement of the products;
• A refund of the applicable amount.

17. DAMAGE DURING TRANSPORT

The customer must check the external condition of the packaging at the time of delivery.

Where there is visible damage, we recommend that you:

• Ask for the incident to be recorded with the carrier;
• Photograph the packaging before opening it;
• Photograph the internal protective materials;
• Photograph the damaged product;
• Keep the packaging;
• Contact Cutxi Cutxi as soon as possible.

The absence of such a record or of photographs does not automatically remove the consumer's legal rights.

Damage situations must be reported to geral@cutxicutxi.com, with the order number and the available material.

18. INTERNATIONAL SHIPMENTS

International orders are dispatched to the destinations available at checkout.

International times are estimates and may be affected by:

• Customs procedures;
• Security checks;
• Local restrictions;
• Postal services in the country of destination;
• Public holidays;
• Legislation and procedures of the country of delivery.

Shipments to countries belonging to the European Union are not normally subject to customs duties between Member States.

For shipments to countries or territories outside the European Union, the following may be charged:

• Customs duties;
• Import taxes;
• Local VAT;
• Customs clearance fees;
• The carrier's administrative charges.

Unless expressly stated otherwise at checkout, these amounts are not included in the price of the order or in the postage paid to Cutxi Cutxi and are the responsibility of the recipient.

Cutxi Cutxi does not control and cannot anticipate the exact amount of those charges.

The customer should consult the customs or tax authorities of the country of destination before completing the purchase.

19. REFUSAL TO PAY CUSTOMS CHARGES

If the customer refuses to pay customs charges or does not complete customs clearance, the order may:

• Be returned to Cutxi Cutxi;
• Be held;
• Be treated as abandoned or destroyed by the authorities or by the carrier.

Where the order is returned, any possible refund will be assessed after its receipt and may be reduced by the costs actually borne by Cutxi Cutxi, where legally permitted.

Personalised products do not give rise to a right to a refund merely because the recipient refused to pay duly applicable import fees, taxes or charges.

20. DELAYS AND IMPOSSIBILITY OF DELIVERY

Where Cutxi Cutxi becomes aware of a significant delay, it will seek to inform the customer and provide a new estimate.

If delivery is not made within the agreed period, the consumer may exercise the rights provided for in the applicable legislation.

Where the delivery date has been expressly agreed as essential, or where the customer has informed Cutxi Cutxi in advance that delivery by a particular date was indispensable and that condition has been accepted, the legal rights applicable to failure to meet that deadline will be respected.

Cutxi Cutxi does not exclude or limit its liability for situations for which it is legally responsible.

21. FORCE MAJEURE EVENTS

Timescales may be affected by unforeseeable or unavoidable events beyond Cutxi Cutxi's reasonable control, including:

• Natural disasters;
• Fires;
• Floods;
• Epidemics;
• External strikes;
• Widespread transport disruptions;
• Power or communications failures;
• Restrictions imposed by the authorities;
• Serious disruptions to supply chains.

Cutxi Cutxi will inform the customer whenever these situations have a significant impact on the order and will seek to offer a suitable solution.

Consumers' mandatory rights remain applicable.

22. CONTACTS

For information on production, shipping, tracking or delivery:

Email: geral@cutxicutxi.com
Telephone: +351 219 553 029
Mobile: +351 930 427 120

Cutxi Cutxi usually replies within 12 to 48 working hours.