Shipping and returns
What are the shipping costs?
Shipping costs depend on the destination address.
The value of shipping costs is automatically calculated in the shopping cart, according to the country of delivery and the desired delivery time selected (when applicable).
Depending on the country of destination, namely non-EU countries, there may be additional transport, delivery and postal charges, customs clearance, or others, which cannot be calculated in advance by ANDARU due to different customs policies and import taxes. All customs and import fees will have to be borne by customers.
What is the delivery time for my order?
When we receive an order, we try to prepare the shipment as quickly as possible.
In most cases, we can ensure that all orders with payment confirmed by 1pm (GMT) are dispatched on the same day, after this time they will be dispatched the following day.
Transport time varies depending on the recipient address you chose to send your ANDARU pieces
In mainland Portugal: between 1 and 3 working days after purchase for CTT EXPRESSO orders and between 1 and 4 days after purchase for orders delivered to a pick-up point.
For the Islands (Azores and Madeira), shipments delivered by CTT are delivered in 7 to 14 working days. For the following islands, shipping times are up to 6 business days:
Santa Maria
Crow
Peak
Saint George
Graceful
Flowers
Porto Santo
However, during festive seasons, in cases of temporary stock outages or times of high order flow, these deadlines may vary. Estimated delivery time information is always visible at checkout.
If, by chance, we exceed this period, we will contact you.
Will I have to pay Customs Duties and Import Taxes?
Yes, all customs and import fees will have to be borne by customers. Due to different customs policies and import taxes, ANDARU has no control over any costs that may be applied when an order arrives in the destination country, and it is not possible to predict the exact value of these fees.
If you have any questions, you should contact your local customs office before placing your order to obtain information about customs costs and their applicability.
Where can I receive my order?
You can receive your order at an address of your choice (home, workplace, family member's house, etc.), anywhere in the world.
In the case of orders in mainland Portugal, you can also choose to receive your order at a pick-up point of your choice free of charge. If you choose delivery to lockers, they are only available for collection for 3 days. Whenever a locker is not available, the order is delivered to the nearest Pickup point.
Can I change my shipping address after the order has been shipped?
For orders to mainland Portugal, after dispatch it is only possible to change the delivery address to a pick-up point.
For orders to the Islands and the rest of the world, once the order has been dispatched it is no longer possible to change the delivery address.
Can the shipping address be different from the billing address?
Yes, you can define this information during checkout.
Please note that shipping costs will depend on the destination country and not the billing country.
Can I cancel my order?
According to European Union rules, if you purchased a product or service online or outside a store (via telephone, email, at home), you have the right to cancel and return your order within 14 days, without any need for justification.
For cancellations within this period, please contact us at cs@landaru.pt
You will receive the amount using the same payment method used for your purchase within an estimated period of 10 business days.
How can I track the status of my order?
As soon as the order is shipped, you will receive an email with a reference, so you can track the status of the shipment on the carrier's website or app.
You can also track the status of your order in your customer area, in the “Orders” section and on the “Track my order” page.
I was not at the delivery address on the delivery date, what should I do?
Orders for mainland Portugal - Transport company CTT EXPRESSO
If the carrier does not deliver your order due to the absence of the recipient, you will be contacted by the carrier.
Orders for Portugal Islands - Transportadora CTT
A notice will be left in your mailbox and you will be able to collect your order at a CTT point.
My order has not yet arrived. What should I do?
Mainland Portugal - Transport company CTT EXPRESSO
To ensure delivery of your order to the delivery address, someone must be present at the time indicated by the carrier for delivery of the order.
Check that you have not been contacted by the carrier informing you that your order was delivered to a pick-up point.
If you have not received it within the expected deadlines (working days), you should contact us via email cs@landaru.pt in order to schedule a new delivery to an address of your choice (in the same country)
Portugal Islands – Transport company CTT
To ensure delivery of your order to the delivery address, someone must be present at the time indicated by the carrier for delivery of the order.
Check that you have not been contacted by the carrier informing you that your order was delivered to a CTT point
If you have not received it within the expected deadlines (working days), you must contact us via email cs@andaru.pt, in order to schedule a new delivery to an address of your choice (in the same country).
What are the return costs?
If the customer exercises their right to freely terminate the contract by returning their purchase, the return cost is free. Therefore, exchanges and returns are free.
In the case of returns due to defect, wrong sending of the pair, or other reason beyond the customer's control, the return of the pair will also be the responsibility of the brand.
For more information, please contact our customer service via email cs@landaru.pt
What is the deadline to make an exchange or return in the online store?
Exchanges or returns must be made within 30 days from the shipping confirmation date.
What are the conditions for exchanging or returning an item?
ANDARU has the right to refuse exchanges or returns communicated or sent after the set deadline, or of products that are not in the same conditions in which they were dispatched.
All items for exchange or return must be delivered in the original packaging, in the same conditions in which they were sent along with a copy of the invoice.
Requirements to be met in case of exchange or return:
Andaru pieces cannot have been washed or used (the non-use of an item presupposes that it does not show any signs of use, so that it can be resold to other customers under the condition of a “new item”);
The parts must be complete, together with accessories (if applicable)
How should I proceed to make an exchange or return?
To exchange an order online you must:
• Begin session;
• Go to the “Orders” section;
• Select the respective order;
• Click on Return/Exchange and follow the steps indicated.
Countries without free returns:
You must send your order to the address below,
ANDARU STUDIO ART & DESIGN
Rua das Minas, nº 184, Zebreiros
4515-153 Foz do Sousa
Porto, Portugal.
How should I proceed to make an exchange or return?
To exchange an order online, you must:
Begin session;
Go to the “Orders” section;
Select the respective order;
Click on Return/Exchange and follow the steps indicated.
In deliveries made by CTT EXPRESSO
After placing the exchange or return request in your customer account, you must deliver your order to a CTT EXPRESSO pick-up point using the return label. If you wish, you can leave your order at a different pick-up point than the one you indicated in your customer account without having to inform us. It is not possible to deliver exchanges or returns to CTT EXPRESSO lockers.
In deliveries made by CTT (Portugal Ilhas):
After we receive your exchange or return request, our customer support will contact you via email to schedule a collection of your order.
I did not receive the DPD return label with my order. What should I do?
If the CTT EXPRESSO return label is not sent with your order, it will be available in your customer account after the exchange or return request is completed. Access the "returns" tab and click on the order you wish to return to display the "Return Label" button. If the label is not available in your account, please contact our customer support via email: cs@landaru.pt
When will I receive the refund?
You will receive the amount using the same payment method used for your purchase within an estimated period of 10 working days after we receive the order in our warehouse.
At times of higher volume of orders (for example, Black Friday or Sales) this period may be longer than 10 working days.
If you send your products to our warehouse without placing a return or exchange request in your customer account, your order will be refunded via voucher.