FAQ - Frequently Asked Questions

Items & Orders


How can I get more information about an item? We take the greatest care in describing the items we offer for sale. We also try to show as many as possible  pictures and displays in order to give you the most accurate information. However, if you have a question, do not hesitate to contact us, we will answer asap.

How do I know if an item is available? Everything is easy on Luisa-paixao.com!  If the "Add to  cart" button is active and working, it means that the item you have chosen is available in our stock for immediate delivery. If the button is replaced by the text "Product unavailable" it means that it is no longer available in our stock and that it is being rescheduled. If you wish to be informed for its availability, do not hesitate to leave us a message, we will be happy to inform you.

What is the VAT applied to my order?  The head office and all the activity of the company Strong Existence Lda, which edits and manages the website luisa-paixao.com, is located in Portugal. In accordance with the European legislation, whatever the country of the European Union in which you are delivered, the Portuguese VAT rate applies, that is to say 23% in general and 6% for some exceptions relating to food products.
As regards deliveries in France, they are subject to the standard VAT rate of 20% and the reduced VAT rate of 5.5%. The company Strong Existence Lda pays its VAT collected in France to the French tax authorities.
Regarding deliveries outside the European Union, prices are presented without VAT and may only be subject to customs duties and local taxes depending on the country of destination.

How do I know if my order is registered? As soon as you confirm your order, you will receive a confirmation receipt by e-mail. However, it happens that a misprint in your e-mail address prevents the correct dispatching of our shipment. To ensure that your order has been duly recorded please click on your account and  control the status of your order.

 

Payment


Is the Luisa-paixao.com website secure? Our site operates under the https protocol, which means that it benefits from an authentication certificate issued by a third party authority, considered reliable. This protocol guarantees the confidentiality and integrity of the data sent through the website. 

What payment methods can I use? On the Luisa-paixao.com website,  you can pay safely using via Visa card, Mastercard or Maestro card. You can also use your PayPal account if you wish. If you do not have one of these means of payment, we can accept a bank transfer, In that case, you are welcome to contact us so that we can set aside your items before you will be able to pay..

Can I pay online safely? For security reasons and to protect you from misuse of your data, you will have to enter the following details of your card:  Card No., Validity date and Cryptogram. Thereafter, a series of checks are  carried out via authorization  systems to prevent abuse and fraud. The information is transferred in encrypted mode and nothing is transmitted clear text on the network. Strong Existence Lda,  Luisa-paixao.com website publisher does not hold any information on your payment methods on its own servers.

Delivery


In which countries can I be delivered ? Our delivery service operates regularly in all countries of the European Union.

Austria - Belgium - Bulgaria - Croatia - Cyprus - Czech Republic - Denmark - Estonia - Finland - France - Germany - Greece - Hungary - Ireland - Italy - Latvia - Lithuania - Luxembourg - Malta - Netherlands - Poland - Portugal - Romania - Spain - Sweden - United Kingdom.

It also operates regularly outside the European Union.

USA - Canada - Switzerland - Lichtenstein - Norway.

If you reside in a country that is not on this list, do not hesitate to send us a message, we can organize a specific delivery.

Do I have to pay extra taxes? The main office and all the activity of Strong Existence Lda, which publishes and manages the Luisa-paixao.com website, is located in Portugal. As long as the country in which you are requesting a delivery is in the European Union, you do not have to pay any local taxes or customs duties.

What is the cost of delivery? The shipping costs depend on 2 factors: the country of destination of your package and the delivery service you choose (standard or express). Shipping costs are automatically calculated in your shopping cart when you confirm your order. 

Which company will deliver my parcel?  For reasons of Quality of service, security and rapidity, all our deliveries are made via UPS or CTT (Portuguese Post). There is no outsourcing. UPS is  the company that collects the packages every day in our warehouse, transports them and delivers them to your home. 

How do I track my package? According to your choice, you receive an email or SMS at each step of the routing of your package. You can also track the status of your package by logging into your account on our website or on the UPS website. 

 

Return of the products


How to exchange or return an item? If you have made a mistake or changed your mind, simply contact us by email and we will tell you how to return an item or the entire order. Our contact details are available here 

What are the conditions for being reimbursed? If all or part of your order does not suit you, you have 30 days to return it to us and we will refund your purchase without any questions. For all the details concerning the return of an order, you can consult our general terms and conditions of sale or our page dedicated to our refund policy.

How would I be paid off? Upon receipt and control of your return package, we proceed to your refund using the payment method you used to pay for your order (your credit card or your Paypal account) and inform you by email of the execution of the operation .
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