Frequently Asked Questions

For more information, please consult our Terms & Conditions.

  • How I place an order online in this website?

    Place an order in our website is very simple. 
    However, we advise you to read our Terms and Conditions and Privacy Policy before you start your purchase.

    1. Find a product you want to order by selecting it (select colour and quantity);
    2. Add the product to the Shopping Basket by clicking the "Purchase" option;
    3. If you want to select other products, click on "Continue shopping". Otherwise, click "Checkout";
    4. Confirm the products and quantities of your order (products can be removed and/or change quantities);
    5. If you have any voucher or promotional code, validate this option and click on "Checkout" box;
    6. Confirm your details and delivery/billing addresses and select the payment method;
    7. Accept the Terms and Conditions and click on "Secure payment" option;
    8. Proceed to the payment and confirm your order. At the top of the page you can find your order number.

    Within 24 hours, you will receive in your mail box an order confirmation email. 
    Your order will be processed by us and sent to the delivery address you specify.

  • In which countries can I order online?

    Placing orders in COSTA NOVA online store is restricted to orders whose delivery and billing addresses are in Portugal (including Madeira and Azores), Spain (including Balearic and Canary Islands), France (except Islands), Germany, Austria, Belgium, Netherlands, Denmark, Italy (except Islands), Luxembourg, United Kingdom, Norway, Sweden and Switzerland.
    For information on delivery orders in other destinations, please contact using the form available on the our website.

  • Do I need to create an account to place an order online?

    No. The functionality of placing an order as a guest is available on this site. 
    Only such data which are essential to order process will be requested from the user.

    However, we advise you to create an account. 
    Once you have registered, you will be able to access your personal area, change your personal details, track your orders and review your addresses whenever you want. 

  • Can I access my invoice?

    Yes. If you are a registered customer, the invoice will be available in your account on the site after the order dispatch to the transportation company. 
    For unregistered customers, the invoice will be sent to the email address provided. 

  • How can I use my vouchers and/or promotional codes?

    Occasionally COSTA NOVA generates vouchers and/or promotional codes in the order process of their registered customers.
    To take advantage of these discounts the customer must enter the promotional code and/or accept the voucher and click on the "Validate" option. 
    The discount in question will be applied in the "Total Order" during checkout. 

  • What payment method can I use for my orders?

    COSTA NOVA has available the following payment methods: ATM, Visa and Mastercard. 
    In case of ATM payment, the reference will be available for a two days (48 hours) period. If the payment is not made within this period, the order will be automatically cancelled.
    In case of credit card payment, the debit will be made immediately after the order registration.

    All transactions are encrypted and 100% secure (for more information, see our Privacy Policy).

  • What happens in the absence of stock of a product already ordered?

    In the absence of availability of a product already ordered, COSTA NOVA will inform the customer about the new expected time of delivery.

    If the customer choose to cancel the order, COSTA NOVA will refund the amount paid by the same payment method used in the initial transaction within approximately 30 days from the time on which got knowledge of that unavailability.

  • Can I change the data of my order?

    Yes. You can change your order (product selection, quantity, delivery and billing addresses, payment methods) until it is confirmed in our system (after payment).
    From the time the order is processed, it is no longer possible to change any data.

    If you’re a registered customer, please check in your account your order status to make sure of all the changes you can make.

  • Where can I receive my order?

    You can receive your order to an address selected by you (home, workplace, etc.) or to our store or a COSTA NOVA Partner Store of your choice. 

  • How much will I pay in delivery charges?

    The delivery charges will be added during the checkout process, before the customer confirm the order. 
    The delivery charges associated with each order are calculated according to the following table:

     Shipping Location  Order Amount Delivery Charges
     Store -  Free
     0 - 50€
     Over 50€
     4.99 €
     Azores and Madeira Islands
     0 - 100€
     Over 100€
     0 - 50€
     Over 50€
     7.99 €
     Balearic and Canary Islands
     0 - 150€
     Over 150€
     24.99 €
     France (except Islands), Germany, Austria, Belgium and Netherlands
     0 - 200€
     Over 200€
     Denmark, kItaly (except Islands), Luxembourg, United Kingdom, Ireland, Norway, Sweden and Switzerland*
     0 - 300€
     Over 300€
     Czech Republic and Slovakia             
     0 - 500€
     Over 500€

    * On orders delivered to Switzerland, customers will be responsible for Swiss VAT and any other local import taxes.

  • Can I track my order?

    Yes. After payment confirmation, and within 24 hours, you will receive an order confirmation email, followed by another after the order dispatch. 
    You will be provided with a tracking number so that you can track your order through the distributor site.

    If you have chosen store delivery, COSTA NOVA will send you an email when the order has arrived. 
    You must collect the order during a period of 7 days. 
    In these cases, it is necessary to show the order number and the ID of the person who collects the order.

  • My order was returned. Can I receive it again?

    Yes. You need to formalize your request by sending an email to with the subject "Order reshipping" or through the form available on the site.
    The information should indicate your order number and the order address.
    The reshipping implies new delivery charges.  

  • Can I cancel an order?

    Yes. You may cancel your order as long as it has not yet been processed by COSTA NOVA. 
    The cancellation must be formalized by an email sent to with the subject “Order Cancellation” or using the form available on the site for that purpose. T
    he information must necessarily contain the order number, under penalty of ineffectiveness of the cancellation.

    Registered customers may cancel the order in their personal area on the site.

  • Can I return a product?

    Yes. You can return a product, within 15 days of its receipt, in the following conditions:

    a) The product does not meet your needs*;
    b) The product does not been ordered;
    c) The product has a manufacturer’s defect;
    d) The product is damaged.

    The return must be formalized via email to with subject "Return", or through the form available on the site.
    The information must necessarily include the reasons for the return and the order number in question. Return items without prior notice will not be accepted.

    For registered customers the return may be carried in the personal area on the site.

    The return can be made via carrier or by regular mail to the address 
    Grestel – Produtos Cerâmicos, S.A., Zona Industrial de Vagos, Lote 78, 3840-385 Vagos, Portugal. 

    In the conditions b), c) and d) COSTA NOVA will refund the costs of delivery and will not charge a new delivery, if the customer so wishes.
    The refund will be processed after evaluation by our Quality Department in the same method of payment used in the initial transaction, within 30 days after the return.
    The products can only be returned if they are unused and they have not been damaged since they were delivered. The original packaging is also necessary. 

    * Return costs will be charged to the customer.

  • How does COSTA NOVA make the refund?

    The refund will be processed after evaluation by our Quality Department in the same method of payment used in the initial transaction, within 30 days after the return.

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