Shipping Orders

Products purchased from the Kayenna Online Store are sent through CTT - Correios de Portugal.

If you are in Lisbon, specifically in the Lumiar area, a date and time may be agreed to be delivered by hand. You may leave additional information at checkout. With some exceptions, deliveries should be scheduled Monday to Friday from 9am to 6pm.

You will receive an email confirming your order at the time it is placed, and another the day it is shipped. No charge submissions. Orders will only be shipped after payment.

Orders are prepared Monday through Friday, up to six business days after payment has been processed. Delivery times vary by location according to the CTT delivery times table.

If at the time of delivery the customer is not at the address indicated, the order will be at the CTT station of the respective area of address for 5 business days. After this time, the order is returned to the Kayenna Online Store and is considered canceled - excluding the initial shipping amount. If you would like to resubmit your order, you should contact the Kayenna Online Store to arrange re-shipping (subject to new postage payment), or the return of the amount paid for the products - excluding the initial postage value.

If the order is returned to the Kayenna Online Store for error in the address of the recipient, attributable to the Customer, it will only be sent again after the correct address information by the Customer by email to hello@kayennaskincare.com and after new payment. of the value of the postage.

If the error is attributable to the Kayenna Online Store, the order will be re-shipped free of charge to the Customer, or if canceled, the full amount (postage included) will be returned.

Official CTT Delivery Time Information Registered Mail:

National: 1 business day
Europe: 3 business days
Rest of the World: 5 business days
The above time may vary as there are usually several companies involved in shipping outside of Portugal. Kayenna Online Store is not responsible for delivery delays, however we do our best to ensure you get your products as soon as possible.

Shipping costs

Mainland Portugal and Islands: Registered National Mail (CTT)

0.0 kg - 0.5 kg: € 3.35

> 0.5 kg - 2.0 kg: € 5.90

> 2.0 kg - 10.0 kg: € 10.00

Free Shipping on orders over € 50.00

Rest of the World: Registered International Mail (CTT)

0.0 kg up to 0.25 kg: € 6.30

> 0.25 to 0.5 kg: € 9.80

> 0.5 kg up to 1.0 kg: € 17.95

> 1.0 kg up to 2.0 kg: € 26.45

Free Shipping to International Mail (Europe) for orders from € 150.00

Free Shipping to International Mail (Rest of World) for orders starting from € 200.00

Taxes and Customs Fees

International shipping does not include taxes and fees. Customers are responsible for any customs fees, duties or taxes that may apply upon delivery, as well as the process of customs clearance. We advise international customers to confirm / calculate applicable taxes and fees before placing an order.

Order Return

After receiving your order you can return or exchange any product

You should contact us stating the intention to return or exchange a product.
Mention order number and which products to return
You will receive an email from us with all the information you need to return it.
 
By proceeding according to the instructions sent by email and after receiving the products in their original packaging, without being used (in perfect condition and accompanied by any manuals, etc ...) you will receive a new product, voucher or return of the product. amount by the same payment method used (depending on the situation).
In case of a refund, it may take up to 14 business days to process.

Returned orders will not be accepted.
Shipping will be refunded if the shipment is incorrect or the product is defective.
In all other cases, we will refund the entire value of the item, except shipping, whether it has been borne by the customer or the Kayenna Online Store.

Shipping Orders

Products purchased from the Kayenna Online Store are sent through CTT - Correios de Portugal.

If you are in Lisbon, specifically in the Lumiar area, a date and time may be agreed to be delivered by hand. You may leave additional information at checkout. With some exceptions, deliveries should be scheduled Monday to Friday from 9am to 6pm.

You will receive an email confirming your order at the time it is placed, and another the day it is shipped. No charge submissions. Orders will only be shipped after

We the payment.

Orders are prepared Monday through Friday, up to six business days after payment has been processed. Delivery times vary by location according to the CTT delivery times table.

If at the time of delivery the customer is not at the address indicated, the order will be at the CTT station of the respective area of address for 5 business days. After this time, the order is returned to the Kayenna Online Store and is considered canceled - excluding the initial shipping amount. If you would like to resubmit your order, you should contact the Kayenna Online Store to arrange re-shipping (subject to new postage payment), or the return of the amount paid for the products - excluding the initial postage value.

If the order is returned to the Kayenna Online Store for error in the address of the recipient, attributable to the Customer, it will only be sent again after the correct address information by the Customer by email to hello@kayennaskincare.com and after new payment. of the value of the postage.

If the error is attributable to the Kayenna Online Store, the order will be re-shipped free of charge to the Customer, or if canceled, the full amount (postage included) will be returned.

Official CTT Delivery Time Information Registered Mail:

National: 1 business day
Europe: 3 business days
Rest of the World: 5 business days
The above time may vary as there are usually several companies involved in shipping outside of Portugal. Kayenna Online Store is not responsible for delivery delays, however we do our best to ensure you get your products as soon as possible.

Shipping costs

Mainland Portugal and Islands: Registered National Mail (CTT)

0.0 kg - 0.5 kg: € 3.35

> 0.5 kg - 2.0 kg: € 5.90

> 2.0 kg - 10.0 kg: € 10.00

Free Shipping on orders over € 50.00

Rest of the World: Registered International Mail (CTT)

0.0 kg up to 0.25 kg: € 6.30

> 0.25 to 0.5 kg: € 9.80

> 0.5 kg up to 1.0 kg: € 17.95

> 1.0 kg up to 2.0 kg: € 26.45

Free Shipping to International Mail (Europe) for orders from € 150.00

Free Shipping to International Mail (Rest of World) for orders starting from € 200.00

Taxes and Customs Fees

International shipping does not include taxes and fees. Customers are responsible for any customs fees, duties or taxes that may apply upon delivery, as well as the process of customs clearance. We advise international customers to confirm / calculate applicable taxes and fees before placing an order.

Order Return

After receiving your order you can return or exchange any product

You should contact us stating the intention to return or exchange a product.
Mention order number and which products to return
You will receive an email from us with all the information you need to return it.
 
By proceeding according to the instructions sent by email and after receiving the products in their original packaging, without being used (in perfect condition and accompanied by any manuals, etc ...) you will receive a new product, voucher or return of the product. amount by the same payment method used (depending on the situation).
In case of a refund, it may take up to 14 business days to process.

Returned orders will not be accepted.
Shipping will be refunded if the shipment is incorrect or the product is defective.
In all other cases, we will refund the entire value of the item, except shipping, whether it has been borne by the customer or the Kayenna Online Store.