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.


  • In which countries can I order online?

    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, United Kingdom, Norway, Sweden, Switzerland and USA.
    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: Amazon Pay, 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.).

  • How long will take my order to arrive?

    Placing orders at COSTA NOVA online store is restricted to delivery and billing addresses in the USA.

    DELIVERY TIME

    The delivery is only made by COSTA NOVA after payment confirmation.
    The order will be delivered to the address specified by the customer for delivering the order. Providing wrong information can lead to additional costs.
    In case of orders delivered to different addresses, the customer should place separated orders (with separated delivery charges).

    The delivery time:
    - 1 day (transition time) - to Connecticut, Delaware, Maryland, Massachussets, New Hampshire, New Jersey, Rhode Island,  Vermont;
    - 2 days (transition time) - to Alabama, Georgia, Illinois, Indiana, Kentucky,  Maine, Michigan, Mississipi, North Carolina, South Carolina, Ohio, Pennsylvania, ,Virginia, West Virginia, Tenessee;
    - from 3 to 7 days (transition time) for all the remaining states.

    For information on delivery in other destinations, please contact using the form available on the site.
    Whenever possible COSTA NOVA makes deliveries within the specified time. This may be slightly higher during holidays and festive times.

    HOLIDAYS
    Shop until December 10th to ensure delivery time for Christmas.

  • How much will I pay in delivery charges?

    The shipping is free for all orders. 

  • Can I track my order?

    After payment confirmation, and within 24 hours, customers will receive an order confirmation email, followed by another after the order has been shipped.
    Your shipping acknowledgement will include a tracking number, so that you can track your order through the logistics operator plataform.

    Typically distributors require the customer's signature (or a representative) upon order delivery. Absence at the delivery address implies automatic ordering return whose shipping costs are charged to the customer.

    If the customer wishes to have and order reshipped, they need to formalize the request by contacting Costa Nova with subject "Order reshipping" or through the form available on the website. The information should indicate the order number and the shipping address. The reshipping implies new delivery charges.


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

    Yes. You need to formalize your request by sending an email to office@costa-nova.com 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 office@costa-nova.com 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.

    The return must be formalized by the customer via email to office@costa-nova.com with subject "Return".
    The information must 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 website.

    For your security and peace of mind when shipping back to us, we strongly advise using a professional packing service and insuring your shipment as we cannot be responsible for items damaged or lost in transit.

    The cost of return freight and insurance is your responsibility.  Please allow up to 10 business days for us to receive and process your return.


    Ship to:

    Casafina Living Inc

    Orchard Ridge Corporate Park

    301 Fields Lane
    Brewster, NY 10509

    In the conditions b, c and d COSTA NOVA will refund the costs of delivery and will not charge a new delivery.
    The refund will be processed after evaluation by our Quality Department in the same method of payment used in the initial transaction, within aproximately 30 days after the return.
    The products can only be returned if they are unused and undamaged. 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 support: Delivery & returns | Klarna US

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