How can I be sure of the security of your online store?
Our online store is secure and has been operational since 2015. We share real customer feedback in the highlights of our Instagram.
Which countries do you ship to?
We ship to Portugal, Spain, all of Europe, Angola, and other international destinations, according to the shipping services available for each country.
What is the delivery time?
Continental Portugal and Spain: 2 to 7 business days
Islands, Europe, and Angola: 5 to 10 business days
*Except for out-of-stock products and pre-orders.
Does the delivery time include order preparation?
Yes. The total delivery time includes the order processing time and the shipping time after dispatch.
How long does preparation for shipping take?
Orders are usually prepared within 1 to 5 business days after payment confirmation. When items are available for immediate dispatch, the order may be prepared and shipped more quickly. During peak order volumes, promotional campaigns, or holiday seasons, this timeframe may extend up to 7 business days.
Can delivery times be delayed?
Yes. During peak times, promotional campaigns, Black Friday, Christmas, holidays, or for logistical and customs reasons, delivery times may experience slight adjustments. Delivery times are always counted in business days and do not include weekends or holidays.
Will I receive a tracking code?
Yes. Orders are shipped with tracking, so you can monitor the status of the shipment whenever the selected service allows it.
How do pre-orders work?
Products marked as PRE-ORDER have extended delivery times, always indicated on the product page. If you place an order with available items and items on pre-order, the order will be shipped together, respecting the longer timeframe.
What happens if I order products with different delivery times?
Items are shipped together, respecting the timeframe of the product with the longest delivery time, unless a different prior agreement is made.
What is the maximum legal delivery time?
Up to 30 days for Portugal and up to 60 days for international shipments, under applicable legislation.
What if there is difficulty in meeting the estimated deadline?
We will contact you to present options. If you do not exercise the right of resolution, we will understand that you maintain interest in the order.
What payment methods are accepted?
We accept Credit Card, Bank Transfer, Multibanco Reference, MBWay, and Klarna.
Are the prices inclusive of VAT?
Yes. The prices of the products presented on the site already include VAT, in accordance with the legislation applicable to the country of delivery and the tax framework of the customer.
In the case of business customers with a valid VAT number verified in the VIES system at the time of purchase, VAT may not be applied, under the terms of the applicable legislation. Prices may be updated without prior notice.
Are shipping costs inclusive of VAT?
Shipping costs may be presented without VAT in certain informational areas of the site. The final applicable amount will always be calculated at checkout, in accordance with the applicable legislation, the destination country, and the tax framework of the customer.
How are shipping costs calculated?
Shipping costs vary according to the weight and volume of the order, destination country, selected shipping method, and applicable tax framework. For some international destinations, the amount may also depend on the service available for the country.
Are the products for professional use?
Yes. A large part of our products is intended for professionals in the aesthetics and health field. By purchasing, the customer declares to have the appropriate training, for example, as a doctor or aesthetician.
And if I buy the Kit Rose de Mer?
It will be necessary to send professional proof, as indicated on the product page.
How can I contact Customer Support?
You can contact us by email at contato@cacauchicshop.pt, or through our social media on weekdays.
www.instagram.com/cacau.chic.shop
What are your customer service hours?
Monday to Friday, from 9 AM to 1 PM and from 3 PM to 7 PM.
What if there is a delay from the carrier?
We will monitor the situation and assist as much as possible, but there may be delays outside our operation, namely logistical, operational, customs, or related to the carrier.
How to make exchanges or returns?
You can check our complete refund and exchange policies on the store's dedicated page. If in doubt, contact us before sending any item.
How to cancel an order?
If the order has not yet been shipped, contact us as soon as possible by email. After shipping, cancellation is no longer immediate, and the situation will be handled according to the applicable legislation and the store's return policy.
What is the warranty on the products?
Final consumer: 36 months
Professionals and companies: 6 months, under the applicable legal terms.
*By purchasing professional use products, the customer declares to have the appropriate qualification for their use.
Where can I check the Terms of Sale?
Where can I check the Refund and Exchange Policies?