Frequently asked questions

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

  • How do I place an order on this website?

    Placing an order on our website is very simple. 
    However, we advise that you 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 the quantities of your order (products can be removed and/or change quantities),
    5. If you have any coupons or a promotional code, validate this option and then click on "Checkout" box,
    6. Confirm your personal details and the delivery/billing addresses and then select the payment method,
    7. Accept the Terms and Conditions and click on the "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 a confirmation email. 
    Your order will be processed and sent to the delivery address. 

  • 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 USA.
    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. You can order as a guest. 

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

  • Can I access my invoice?

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

  • How can I use coupons and/or promotional codes?

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

  • Which payment methods can I use for my orders?

    COSTA NOVA accepts the following payment methods: Visa, Mastercard and Klarna. 
    For more information about payments with Klarna, click here.

    In the 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 if an item is out of stock?

    If an item is out of stock, COSTA NOVA will inform the customer about the new expected time of delivery.

    If the customer chooses 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. 


  • 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 (home, workplace, etc.), or to our stores in Portugal (Aveiro, Porto and/or Lisbon). 
    During Black Friday and Christmas periods, delivery to physical stores is not available.

  • How long will take my order to arrive?

    The delivery time are approximately: 

    **Due to the high volume of orders during promotional periods (Black Friday, Christmas, and other promotions), delivery times may be longer than indicated.

    a) Within 3-4 working days to our stores in Aveiro, Porto and Lisbon (Portugal); (During Black Friday and Christmas periods, delivery to physical stores is not available.)**
    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.

    We hereby communicate that all sales with delivery to the UK are suspended.

    CHRISTMAS
    To guarantee delivery in time for Christmas, make your purchases by:
    - December 13th for mainland Portugal and Spain;
    - December 10th for all other countries, including the Spanish Islands, Azores and Madeira.


  • 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
     Stores Aveiro/Lisbon/Porto -  Free
     Portugal
     0 - 50€
     Over 50€
     4.99 €
     Free
     Azores and Madeira Islands
     0 - 150€
     Over 150€
     24.99€
     Free
     Spain 
     0 - 50€
     Over 50€
     7.99 €
     Free
     Balearic and Canary Islands
     0 - 150€
     Over 150€
     24.99 €
     Free
     France (except Islands), Germany, Austria, Belgium and Netherlands
     0 - 200€
     Over 200€
     12.99€
     Free
     Denmark, kItaly (except Islands), Luxembourg, United Kingdom**, Ireland, Norway, Sweden and Switzerland*
     0 - 300€
     Over 300€
     16.99€
     Free
    Czech Republic and Slovakia
     0 - 500€
     Over 500€
     19.99€
     Free
    *For orders delivered to Switzerland, customers will be responsible for Swiss VAT and any other local import taxes.
    ** We hereby communicate that all sales with delivery to the UK are suspended until new updates.

  • 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 ships. 
    You will be provided with a tracking number so that you can track your order. 

    If you have chosen in-store delivery, COSTA NOVA will send you an email when the order has arrived. 
    You must collect within 7 days.After this period, the order will be returned to the warehouse and its collection will incur delivery or collection costs.
    You must present 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 costanova@costanova.pt 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 costanova@costanova.pt with the subject “Order Cancellation” or using the form available on the site for that purpose. The email must contain the order number. 

    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 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.

    For purchases made using the Klarna payment method, please contact the partner directly. Find more information here: Customer service: Delivery & returns | Klarna Ireland

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