Frequently Asked Questions about products
Are the products guaranteed to have spiritual properties?
The spiritual and symbolic properties associated with our products are part of cultural traditions and popular beliefs. Our products are intended for spiritual, decorative, and wellness purposes, and are not a substitute for medical, psychological, or professional advice.
An item is marked "out of stock", will it be restocked?
Not always, some products are produced in limited quantities. On the out-of-stock product page, you can sign up to receive a notification if the stock is replenished.
Frequently asked questions about orders
How do I place an order?
Add the items to your cart and click "Order". You will be guided step-by-step to enter your details, choose shipping, and make payment.
Can I modify my order after I've placed it?
Any modification (item, quantity, address) is possible within 2 hours of placing the order. After this period, please contact us as soon as possible; if the order has not yet been prepared, we will do our best to assist you.
Can I cancel my order?
Yes, if the order has not yet been shipped. Contact customer support with your order number. If it has already been dispatched, you can initiate a return upon receipt.
How can I track my order?
After dispatch, you will receive a confirmation email with a tracking number and a link to the carrier's page. You can also track your order from your customer area.
I didn't receive an order confirmation, what should I do?
Check your spam folder. If nothing appears, the email address entered may be incorrect. Please contact us with your name and order date.
Can I order without creating an account?
Yes, guest checkout is available. Creating an account allows you to track your orders and easily access your history.
Frequently asked questions about shipping
What are the delivery times?
- Portugal (mainland): 3 to 5 business days
- Europe: 5 to 10 business days
- International (USA, Brazil, others): 10 to 20 business days depending on destination
These deadlines are calculated from the shipping date, not the order date.
Do you deliver to Portugal and Brazil?
Yes, we deliver to Portugal, Brazil and many other countries. Available countries and their respective shipping costs are indicated at checkout.
Is delivery free?
Yes, shipping is free above a certain order value. The current limit is indicated on the cart page and in the shipping conditions.
My order is marked as "delivered" but I haven't received it.
Check with your neighbours or at the building's reception. If the parcel is not found, contact us within 7 days of the indicated delivery date to open an investigation with the carrier.
My order arrived damaged, what should I do?
Photograph the packaging and contents immediately upon receipt. Contact us within 48 hours with the photos, and we will find a solution (reshipment or refund).
Frequently asked questions about payment
What are the available payment methods?
We accept bank cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay.
Is online payment secure?
Yes. All transactions are encrypted via SSL protocol. We do not store any banking data; payments are processed directly by our certified partners (Stripe, PayPal).
When will my card be charged?
The debit is made immediately upon order validation.
Can I get an invoice?
Yes, the invoice is automatically sent in the order confirmation email. You can also download it from your customer area.
Frequently asked questions about returns and refunds
What is your return policy?
You have 30 days from receipt to return an item. The product must be in its original condition: unused, in its original packaging. Candles that have been lit or incense that has been used cannot be returned.
How do I initiate a return?
Go to your customer area, find your order and click on "Return an item". Follow the instructions to get your return label.
Are return costs my responsibility?
If the product is faulty or if the error is ours, we will cover the return costs. For returns due to a change of mind, the return costs are the customer's responsibility.
How long will it take for me to be reimbursed?
Once the return is received and verified, the refund will be processed within 5 to 10 business days to the original payment method.
Frequently asked questions about the customer account
How do I create an account?
Click on "Log in" in the top right corner of the website, then on "Create an account". Enter your email and choose a password.
I forgot my password.
Click on "Login" and then on "Forgot password". Enter your email address; you will receive a reset link in a few minutes (check spam if necessary).
How do I delete my account?
Contact our customer support team by email indicating that you wish to delete your account. We will proceed with the deletion of your data in accordance with the GDPR within 30 days.
How do I unsubscribe from the newsletter?
An unsubscribe link can be found in the footer of every email. You can also manage your communication preferences from your client area.
Frequently asked questions about contact and customer support
How to contact customer support?
By email through the contact form on our website, by phone or via WhatsApp:
- Phone: +351 922 027 830
- WhatsApp: +351 922 027 830
We respond within 24 to 48 hours on business days.
What are your hours of availability?
Our customer support service is available Monday to Friday, from 9 AM to 6 PM (Paris time).
How to leave a review for a product?
After receiving your order, you will receive an email inviting you to leave a review. You can also do so directly on the product page on the website.
I have a problem with my order, who should I contact?
Contact our customer support stating your order number (format #XXXXX). The more precise your message, the faster we can help you.