This section describes how we deal with shipping and returns of our products at https://atelierkaraka.bigcartel.com. Please read it carefully before making a purchase. If you do not agree with something, please do not proceed with the purchase. If you have any doubts, please contact [email protected]
Please email us also to cancel or modify your order before it ships. Order changes or cancellations can only be accepted if your order has not already been dispatched.
All products sold at https://atelierkaraka.bigcartel.com/ are designed and made manually, at a small scale and take their time. Every order we receive is subject to availability. We reserve the right to ship products at a later date if the product ordered is not in stock at the time of purchase. Although we usually have a stock, we might have to manufacture what you ordered specifically and shipping might be delayed up to three weeks after your order is placed. If this is the case, we shall contact you and inform you about the situation as soon as we can.
If you purchase multiple items and one is noted as pre-order, all items will be shipped together at a later date. You may request multiple shipments in this scenario to receive your other items sooner by contacting [email protected]
Once your order has been processed you will receive a tracking number and details via email. Products in stock are normally shipped within 3 business days after your order is placed. The expected delivery time for an order is set out in the order confirmation. In case of delay in delivery, we will inform you and continue to monitor the order. You may cancel the order if a delivery is delayed for more than 30 days and the delay is not due to you.
Karaka Shop reserves the right to use IP Address based Geo-Location to show location based pricing and charges. This might affect currency selection and taxes. With transactions not completed naturally, either by design or by mistake, we reserve the right to cancel the order or charge the excess due to the result of the scenario.
Karaka Shop ships to all addresses worldwide. Delivery is made via Portuguese Postal Service (CTT). Once your order has been processed you will receive a tracking number and details via email.
Karaka is based in Portugal, so please note that the customer is responsible for payment of any extra duties, customs, import charges or taxes imposed by the destination country for delivery. No charges or customs will be applied to orders delivered to European Union countries.
If a product arrives damaged or is misplaced, it is the customers’ responsibility to lodge an investigation with the Portuguese Postal Service (CTT) or destiny country Post Service. No refunds or replacements will be given for products missing or damaged in transit.
Once your order has been dispatched, your address cannot be amended. Please double check all personal and postage details when completing your order as Karaka Shop does not take responsibility for missing packages (phone number, correct email, door number, ...).
If the product was marked with pre-order at the time of purchase, your item will ship automatically when in stock and you will be sent tracking info once your items have been dispatched.
Delivery takes place during business days (Monday to Friday) and the average transit times are as follows (this time frame starts only after shipment), although it can take longer during busy periods:
- Europe: 3-5 business days
- International: 7-10 business days
- Australia & New Zealand: 25-30 business days
Despite acknowledging the inconvenience caused by delivery delays, Karaka Shop is not responsible for any delay caused by the shipping company or during transit time. You can use the tracking code to contact the carrier and open a complaint for missing items.
If you choose to refuse your order package, you will be responsible for any duties, taxes and/or customs charges that are incurred on the package, and the cost of returning the package to our address in Portugal. This amount will be deducted from your merchandise refund. If the costs are bigger than the cost of merchandise your order will be abandoned.
Karaka does not hold any responsibility for any import duties and taxes associated with your order. Should you be charged duties or taxes upon receiving your parcel, you will be responsible for covering these costs.
Offers cannot be combined with any other coupons, promotions or discounts unless otherwise advertised. Limit one coupon per transaction only. Unless stated otherwise, shipping charges are not included in the total discounted amount.
You may cancel any order, provided it has not yet been shipped. Just send us an email and the cancellation will be free of charge. If cancellation was not possible, the products will be delivered to you, which you will need to refuse upon receipt. The products will be returned to us and you will be refunded (only when we receive them) the equivalent purchase price once deducted shipping costs.
FREE RESOLUTION AND RETURN
Please check the delivered products immediately upon arrival. If it appears that the delivered product is not the ordered product, or the product is inadequate or incomplete, you must report immediately by email to [email protected].
The customer has the right to terminate the contract without incurring any costs (apart from the cost of returning the product(s)) and without the need to indicate the reason, within 14 (fourteen) days, counting from the day on which the customer or a third party appointed by the customer (with the exception of the carrier) acquires physical possession of the product(s).
Thus, in the case of exercising the right of free withdrawal, any purchase made at the store can be returned within a period of 14 days after receipt. After this period, it will not be possible to offer a refund or exchange of the item(s).
If the customer wishes to exercise the right of Free termination of contract, he must complete and deliver an unambiguous declaration of termination of the contract. You can, by contacting the store, within the aforementioned period, request the Free Termination form or explicitly indicate via e-mail [email protected] that you want to terminate the contract.
The contact made by e-mail must refer to the following data:
- Receiver name
- Phone/mobile contact
- Order number
- Order date
- Order receipt date
- Number of products and/or services purchased
Upon receipt of the request for free termination of the contract, an answer will be given as soon as possible. The refund of the value of the product(s) will be total within 14 days from the date on which we receive the products. The products must be returned in its original packaging (including documentation) and in new condition. To return your product, you should mail your product to: Rua Dom Dinis nº301 4430-178 Vila Nova de Gaia, Portugal. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
The refund will be made using the same payment method used by the customer for the initial payment, except in situations where the customer has expressly agreed and does not incur any costs as a result of the refund.
If you do not receive a refund within the specified time, please check your bank account again. If you still do not confirm the deposit of the amount, please also contact your bank manager. If you still don't have feedback, please contact the bank. After these steps, you can contact by email to [email protected].
As Karaka is not liable for the loss of an item being returned, we recommend that you return it using registered mail. You have 14 days to return your items and your returned items must arrive at our office within 30 days of receipt. We do not offer free returns or pre-paid labels.
If our tests prove that the items were already used or altered, we will not accept it back. The items will be sent again to the customer, with no special warning.
Always send your invoice and order number with the return. If a returned item is shipped internationally, mark as Returned goods to avoid any customs charges. We are not responsible for any charges imposed by Customs on packages returned.
Your right to withdrawal does not apply to contracts which:
- Relate to a service which has been fully performed, if by placing the order you have consented to the commencement of performance of the service and acknowledged that there would be no right to withdrawal after the performance of the service;
- Relate to goods which have been manufactured in accordance with your specifications or which otherwise are clearly personalized;
- Relate to goods with a broken seal which are not suitable for return due to reasons of health or hygiene, and the seal has been broken by you;
- Relate to goods which, after delivery, by their nature, are such that they are mixed with other items so that the items cannot be separated;
- Relate to digital content which is supplied other than on a tangible medium, if you have expressly consented to delivery in such way and acknowledged that there would be no right to withdrawal;
FAULTY ITEMS AND EXCHANGES
If a product is faulty, please contact us immediately through [email protected] and we will offer to replace the goods. You have up to 14 days, from the date your order arrives, to notify us about an issue with your purchase along with a photo of the fault.
If you are returning or exchanging a faulty, damaged or incorrect item we will pay for the packaging and postage costs, once agreed via email.