Frequently asked questions

Here you can find answers to your questions about: purchases, shipping, returns, cancellations and account.

  • How do I place an order on this online store?

    Ordering on our online shop is simple.

    Please take a moment to review our Terms and Conditions and Privacy Policy before initiating your purchase.
    1. 1. Browse for the desired product, select the preferred color and quantity;
    2. 2. Add the chosen product to your cart by clicking the "Add to Cart" option;
    3. 3. To review your cart, click on "View Cart" If you aren't ready to proceed, continue shopping;
    4. 4. In your cart, confirm the selected products and their quantities. You can make changes by removing items or adjusting quantities;
    5. 5. If you have any coupons or a promotional code, enter the code and click "Use Code." Then, proceed by clicking on the "Checkout" box;
    6. 6. Verify your personal details, delivery/billing addresses, and select the payment method;
    7. 7. Accept the Terms and Conditions, and click on the "Secure Payment" option. Please note that if you are paying with a card, you will be redirected to a secure credit card payment form;
    8. 8. Proceed with the payment and confirm your order. At the top of the page you can find your order number;
    9. 9. Within 24 hours, you will receive a confirmation email;
    10. 10. Your order will be processed and dispatched to the delivery address, and you will receive another email containing your tracking number.

  • Is is safe to place an order with the COSTA NOVA online store?

    Yes. You can place your orders with complete confidence.
    All personal information is confidential and used for the sole purpose of providing you the best customer service possible. 
    For more information, please see our Privacy Policy.
  • Can I order online from my country?

    Placing orders on the 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, Norway, Sweden, Switzerland and United States of America. 

    We hereby communicate that all sales with delivery to the UK are suspended until new updates. 
    For information on delivery orders for other destinations, please contact using the form available on our Contacts page.
  • Do I need to create an account to place an order online?

    No. To make an online purchase on this site, creating an account is not mandatory. You can order as a guest, and only the necessary set of personal data for the process will be requested.

    However, Costa Nova recommends the user to opt for creating an account. By registering as a customer on the Costa Nova site, the user can access a personal area with all their data (which they can modify), complete their purchases more quickly, track the status of their orders, and review their address list whenever they wish.
  • Can I now purchase Casafina products on the Costa Nova online shop?

    Yes. The Casafina brand is now part of the Costa Nova online store, so you can buy all Casafina products here. Just go to the 'Shop' menu and choose the Casafina brand in the filters, or enter through the Casafina menu available in the top bar of the online store.

    The former Casafina online store is no longer available.

  • I have a promotional code/discount voucher. How can I use it?

    Occasionally COSTA NOVA gives our coupons and/or promotional codes customers.
    To take advantage of these discounts the customer must enter the promotional code and/or accept the coupon and click on the "Use code" option. 
    The discount in question will be applied to the total of the order during checkout. 

  • Which payment methods can I use for my orders?

    COSTA NOVA accepts the following payment methods: Visa, Mastercard and Klarna. 

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


  • How can I access my invoice?

    Yes, the invoice will be sent to the email address provided. 
    If you are a registered customer, the invoice will be available on your account after the order has shipped.

  • What happens if the product I ordered is out of stock?

    If an item is out of stock, our team will promptly notify you of the updated expected delivery time. If this extended time frame doesn't meet your needs, you have the option to request a refund.

    The refund will be processed using the same payment method you used for the original purchase. Please note that the refund process typically takes approximately 30 days from the moment we become aware of the item's unavailability. 

  • Can I change 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 moment the order is processed, it is no longer possible to modify any order.
    If you’re a registered customer, please check your order status to confirm all the changes. 

  • Where can my order be delivered?

    You can receive your order at any address you select, or to our stores in Portugal (Aveiro, Porto and/or Lisbon). 
    During the black Friday deliveries in physical store are not available.
  • How long will take my order to arrive?

    The delivery time are approximately: 

    a) Within 3-4 working days to our stores in Aveiro, Porto and Lisbon (Portugal);
    b) Within 3-4 working days (after order shipment*) to addresses in Portugal;
    c) Within 5-10 working days (after order shipment*) for addresses in Azores and Madeira;
    d) Within 5 -10 working days (after order shipment*) for addresses in Spain and the Balearic and Canary Islands;
    e) Within 5 - 15 working days (after order shipment*) for addresses in France (except Islands), Germany, Austria, Belgium, Netherlands, Denmark, Italy (except Islands), Luxembourg, Ireland, Norway, Sweden, Switzerland, Czech Republic and Slovakia.

    *Order preparation time is 3 to 4 working days.

    Whenever possible, COSTA NOVA makes deliveries within the specified time. This may be slightly higher during promotions, Black Friday, holidays and festive times.
    In any case, the estimated delivery dates are only indicative.


  • How much will I pay in delivery charges?

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

     

    Deliveries in Store

    Deliveries to stores in Aveiro, Porto, and Lisbon are FREE.

     

    Home Deliveries, by Country

    Mainland Portugal: €4.99 for purchases up to €50 / FREE from €50.

    Archipelago of Azores and Madeira, Balearic and Canary Islands: €24.99 for purchases up to €150 / FREE from €150.

    Spain: €7.99 for purchases up to €50 / FREE from €50.

    France (except Islands), Italy (except Islands): €12.99 for purchases up to €200 / FREE from €200.

    Germany, Belgium, Luxembourg, Austria, Netherlands: €16.99 for purchases up to €250 / FREE from €250.

    Denmark, Sweden, Ireland: €19.99 for purchases up to €300 / FREE from €300 

    Switzerland: €19.99 for purchases up to €300 / FREE from €300  (+108 CHF import clearance fee*)

    *For orders delivered in Switzerland, customers will be responsible for paying VAT, a fixed import clearance fee of 108 CHF per clearance, and any other local import taxes and fees paid during customs clearance, over which we have no control. Please note that the fee amount will be determined based on the actual shipping value. If you have any questions, please contact customer support through the contact form. 

    Czech Republic, Slovakia, Norway: €19.99 for purchases up to €500 / FREE from €500.


  • Can I track my order?

    Yes.

    If you are a registered customer, you can track the status of your order in your personal area. To find out the exact location of your order, please enter the tracking number on the platform of the specified carrier.

    For unregistered customers, after payment confirmation, and within a maximum of 24 hours, an order confirmation email will be sent, followed by another after its dispatch, with shipping tracking instructions. The tracking number will be provided so that the customer can track their order on the respective carrier's website.

    For store deliveries, the customer will be informed via email of the arrival of the order at the selected store. The pickup must be made within a maximum of 7 days. After this period, the order will be returned to the warehouse, and pickup will incur delivery or collection costs. It is necessary to present the order number and ID card at the time of picking up the order.


  • My order has been returned to the warehouse. Can I receive it again?

    Yes. You need to formalize your request through the form available on the site, with the subject "Order reshipping".
    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 us. 
    The cancellation must be formalized by using the form available on the site for that purpose, with the "Order Cancelation" subject. The email must contain the order number. 


  • How 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 has not been ordered,
    c) The product has a manufacturer’s defect,
    d) The product is damaged. You must check the status of the items at the time of delivery by the carrier, recording, in the air waybill, any damage that may have resulted from the transport of the goods.

    The return must be formalized via email to costanova@costanova.pt 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. Returned items without prior notice will not be accepted.

    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.
    Returns can only be made in store if they have been raised in store. Orders shipped with "home delivery" must be returned directly to the Grestel address and never to the store.

    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 product labels and 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.
  • What can I do if I have received the wrong or defective product?

    We apologize if any of the items are not what you expected. Please contact our customer support through the contact form, indicating that the item is incorrect or defective. We will proceed with the replacement or refund as soon as we receive it in our warehouses.

  • Can I change my personal information on my account?

    Yes. You can change your personal information at any time. 
  • Can I receive periodic information on Costa Nova and Casafina's new arrivals and offer?

    Of course! To get the scoop on the our latest news and offers you only need to subscribe to our newsletter.


  • Can I cancel my subscription to the COSTA NOVA newsletter?

    Yes. In the next newsletter you receive, please select the unsubscribe option to cancel your subscription immediately. 
  • What are the available channels for customer support?

    Your opinion is very important to us. Please do not hesitate to contact us for any questions or additional information. 
    Complete the form in our website, and we will respond as soon as possible.