Frequently Asked Questions
For more information, please consult our Terms & Conditions.
How do I place an order through this website?
In which countries can I order online?
Placing orders in CASAFINA 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 and Switzerland.For information on delivery orders in other destinations, please contact using the form available on the our website.
Do I need to create an account to place an order online?
No. The functionality of placing an order as a guest is available on this site.Only such data which are essential to order process will be requested from the user.However, we advise you to create an account.Once you have registered, you will be able to access your personal area, change your personal details, track your orders and review your addresses whenever you want.
Can I access my invoice?
Yes. If you are a registered customer, the invoice will be available in your account on the site after the order dispatch to the transportation company.For unregistered customers, the invoice will be sent to the email address provided.
How can I use my vouchers and/or promotional codes?
Occasionally CASAFINA generates vouchers and/or promotional codes in the order process of their registered customers.To take advantage of these discounts the customer must enter the promotional code and/or accept the voucher and click on the "Validate" option.The discount in question will be applied in the "Total Order" during checkout.
What payment method can I use for my orders?
CASAFINA has available the following payment methods: ATM, Visa and Mastercard.In case of ATM payment, the reference will be available for a two days (48 hours) period. If the payment is not made within this period, the order will be automatically cancelled.In case of credit card payment, the debit will be made immediately after the order registration.
What happens in the absence of stock of a product already ordered?
In the absence of availability of a product already ordered, CASAFINA will inform the customer about the new expected time of delivery.If the customer choose to cancel the order, CASAFINA will refund the amount paid by the same payment method used in the initial transaction within approximately 30 days from the time on which got knowledge of that unavailability.
Can I change the data of 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 time the order is processed, it is no longer possible to change any data.If you’re a registered customer, please check in your account your order status to make sure of all the changes you can make.
Where can I receive my order?
You can receive your order to an address selected by you (home, workplace, etc.).
How long will take my order to arrive?
The delivery time are approximately:
a) Within 3-4 working days to addresses in Portugal;b) Within 5-10 working days for addresses in Azores and Madeira;c) Within 5 -10 working days for addresses in Spain and the Balearic and Canary Islands;d) Within 5 - 10 working days for addresses in France (except Islands), Germany, Austria, Belgium, Netherlands, Denmark, Italy (except Islands), Luxembourg, United Kingdom, Norway, Sweden and Switzerland.
Whenever possible, CASAFINA makes deliveries within the specified time. This may be slightly higher during holidays and festive times.
How much will I pay in delivery charges?
The delivery charges are calculated according to the order amount and the shipping location. The delivery charges associated with each order are calculated according to the following table:
Shipping Location Order Amount Delivery Charges Store - Free Portugal0 - 50€ Over 50€4.99 € Free Azores and Madeira Islands0 - 100€ Over 100€12.99€ Free Spain0 - 50€ Over 50€7.99 € Free Balearic and Canary Islands0 - 150€ Over 150€24.99 € Free France (except Islands), Germany, Austria, Belgium and Netherlands0 - 200€ Over 200€12.99€ Free Denmark, Italy (except Islands), Luxembourg, United Kingdom, Norway, Sweden and Switzerland0 - 300€ Over 300€16.99€ Free
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 dispatch.You will be provided with a tracking number so that you can track your order through the distributor site.
If you have chosen store delivery, CASAFINA will send you an email when the order has arrived.You must collect the order during a period of 7 days.In these cases, it is necessary to show 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 email@example.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 CASAFINA.The cancellation must be formalized by an email sent to firstname.lastname@example.org with the subject “Order Cancellation” or using the form available on the site for that purpose. The information must necessarily contain the order number, under penalty of ineffectiveness of the cancellation.
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 does not been ordered;c) The product has a manufacturer’s defect;d) The product is damaged.
The return must be formalized via email to email@example.com 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. Return items without prior notice will not be accepted.
For registered customers the return may be carried in the personal area on the site.
The return can be made via carrier or by regular mail to the addressGrestel – Produtos Cerâmicos, S.A., Zona Industrial de Vagos, Lote 78, 3840-385 Vagos, Portugal.
In the conditions b), c) and d) CASAFINA 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 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.
Is safe to place an order at COSTA NOVA online store?
Can I change my personal information on my account?
Yes. You can change your personal information at any time.
What is the Wish List and how it works?
The Wish List is a feature of the site that allows customers to select and track their desired products for a future order.
How do I know if a product is available?
Products which are “out of stock” are flagged and cannot be selected.Their replacement will be carried out as soon as possible.
Can I receive periodic information on Costa Nova's news arrivals and offer?
Of course! To get the scoop on the our latest news and offers you only need to subscribe to our newsletter.The subscription is in the site footer.
Can I cancel my subscription to the COSTA NOVA newsletter?
Yes. In the next newsletter you receive, please select the unsubscribe option link to cancel your subscription immediately.
COSTA NOVA Customer Service
Your opinion is very important for us. Please do not hesitate to contact us for any questions or additional information.Complete the form in our site for that purpose and we will respond as soon as possible.