Shipping Policy

Last updated: 26 August 2026
This Policy governs the preparation, dispatch and delivery of orders placed through https://daluznatal.pt.
The Da Luz store is operated by:
Mindscape, Lda.
Portuguese Tax Identification Number: 517 980 258
Email: geral@daluznatal.pt
1. Delivery Destinations
Da Luz delivers to Portugal and other European countries, according to the destinations and delivery methods available at checkout.
Delivery availability for a particular country or region may depend on:
- the product;
- the weight and dimensions of the order;
- carrier limitations;
- legal or customs restrictions;
- the availability of a service for the destination.
If no shipping method is available for the desired destination, the customer should contact us at geral@daluznatal.pt.
2. Carriers
Orders may be delivered through:
- CTT;
- DPD;
- collection point operators;
- logistics partners of these carriers;
- other carriers selected by Da Luz.
The available carrier may vary depending on the destination, delivery method, weight, dimensions and characteristics of the order.
Selecting a particular carrier does not guarantee that all stages of transportation will be carried out directly by that entity, as local partners may be used.
Where transportation is arranged by Da Luz, the risk of loss or damage to the products transfers to the customer only when the customer, or a third party designated by the customer other than the carrier, acquires physical possession of the products, in accordance with applicable law.
3. Delivery Methods
Depending on the destination, the following methods may be available:
- home delivery;
- delivery to a collection point;
- other methods displayed at checkout.
The delivery methods actually available are shown before the order is confirmed.
4. Order Preparation
Orders for available products are normally prepared within 1 to 2 business days after payment has been confirmed.
This period applies only to order preparation and does not include transportation time.
The following are not considered business days:
- Saturdays;
- Sundays;
- national holidays;
- public holidays applicable at the dispatch location;
- previously announced closure days.
During campaigns, product launches, holiday periods or times of high demand, preparation may take longer.
If a significant preparation delay occurs, we will try to inform the customer using the email address associated with the order.
5. Pre-orders
Pre-order products have their own estimated dispatch date or period, indicated on the product page or in other information provided before purchase.
Pre-order dates are estimates and may change due to:
- delays by the manufacturer or supplier;
- international transportation;
- customs procedures;
- unavailability of components;
- events beyond Da Luz’s reasonable control.
When an order includes both available products and pre-order products, the order may only be dispatched once all products are available.
If the customer wishes to receive the available products separately, they should contact us. Separate shipping may involve additional costs.
6. Estimated Transportation Time
Delivery times vary depending on:
- the country and postcode;
- the carrier;
- the selected method;
- product availability;
- customs procedures;
- periods of high demand.
As a general indication, after dispatch, usual transportation times are:
- Mainland Portugal: approximately 2 business days;
- Azores and Madeira: approximately 5 business days;
- Spain: approximately 5 business days.
For all other European destinations, the estimated delivery time will be the time indicated at checkout or provided by the carrier.
These times are estimates and do not include the order preparation period.
Without prejudice to the estimated periods indicated above or any other period agreed with the customer, orders will be delivered within the periods legally applicable. In the event of failure to meet the delivery period, the consumer will have the rights provided for under applicable law.
7. Shipping Costs
Shipping costs are displayed at checkout before the order is confirmed and paid for.
The amount may be calculated based on:
- country and postcode;
- weight and dimensions;
- order value;
- delivery method;
- carrier;
- collection point;
- campaigns or promotional conditions.
The cost shown in the final checkout summary is the cost applicable to the order, except in the event of a technical or obvious error.
8. Free Shipping
Da Luz offers free shipping for eligible orders delivered to mainland Portugal when the product value is equal to or greater than €60, after any applicable discounts have been applied.
Free shipping applies to home delivery and collection point delivery through the eligible methods shown at checkout.
This offer does not automatically apply to the Autonomous Regions of Portugal or international destinations.
Da Luz may change the minimum order value or conditions for free shipping for future orders. The applicable conditions are those shown to the customer before the order is completed.
The conditions displayed at checkout at the time of purchase take precedence over general promotional messages.
9. Collection Points
When this method is available, the customer may select a collection point using the map or list shown at checkout.
The customer should carefully check:
- the name of the collection point;
- the address;
- the town or city;
- opening hours;
- distance;
- any restrictions applicable to the location.
The availability of collection points is provided by the carrier and may change without prior notice.
If the selected collection point becomes unavailable before delivery, the carrier or Da Luz may:
- redirect the order to a nearby collection point;
- ask the customer to select another collection point;
- change the delivery method after contacting the customer.
10. Collection from a Pickup Point
When the order is ready for collection, the customer will receive a notification from the carrier, normally by email or SMS.
The customer must collect the order within the indicated period and present the requested identification or collection codes.
If the order is not collected within the indicated period, it may be returned to Da Luz.
In this case, the customer may request a new shipment and will be responsible for the related costs where the failure to collect the order is attributable to the customer.
11. Delivery Information
The customer is responsible for providing complete and correct information, including:
- recipient’s name;
- address;
- door number;
- floor or apartment number, where applicable;
- postcode;
- town or city;
- country;
- email address;
- telephone number, where required for delivery.
Before confirming the purchase, the customer should carefully review this information.
12. Change of Address
If the customer notices an error in the address, they must contact us immediately at geral@daluznatal.pt.
We will try to make the change, but cannot guarantee it once preparation has started or the order has been handed over to the carrier.
A change requested after dispatch may:
- be rejected by the carrier;
- cause delays;
- involve additional costs;
- require the order to be returned and shipped again.
13. Unsuccessful Delivery Attempt
When delivery cannot be completed, the carrier may:
- make another delivery attempt;
- contact the recipient;
- make the order available at a collection point;
- return the order to Da Luz.
The procedure depends on the carrier and the destination country.
If delivery fails due to an incorrect address, repeated absence, unjustified refusal or failure to collect the order, the costs of a new shipment may be borne by the customer.
14. Order Tracking
Where the service used provides tracking, a tracking code or link will be sent.
Tracking information is provided by the carrier and may take some time to update after dispatch.
If tracking information does not change for an unusually long period, the customer should contact us at geral@daluznatal.pt.
15. Order Marked as Delivered
If tracking indicates that the order has been delivered but the customer has not received it, the customer should:
1. confirm the delivery address;
2. check with other residents, reception staff, the concierge or neighbours;
3. check any instructions left by the carrier;
4. contact us as soon as possible.
Da Luz will request information from the carrier and monitor the investigation.
16. Delays and Lost Shipments
If the order significantly exceeds the estimated delivery time, the customer should contact us.
Da Luz will request an investigation from the carrier and keep the customer informed as updates become available.
An order will only be considered lost after the carrier has completed its investigation or when the circumstances reasonably indicate that the order has been lost.
In the event of a confirmed loss, the legally applicable solution will be provided, which may include:
- a new shipment, where stock is available;
- a refund of the amounts due;
- another solution agreed with the customer.
17. Damaged Orders
The customer should check the external condition of the package upon delivery.
If there is visible damage, we recommend that the customer:
- make a reservation or damage report with the carrier;
- photograph the package before opening it;
- photograph the shipping label;
- keep the packaging and protective materials;
- contact Da Luz as soon as possible.
The communication should include:
- order number;
- product identification;
- description of the damage;
- photographs of the external packaging;
- photographs of the internal protection;
- photographs of the products.
These recommendations facilitate the assessment of the incident and do not limit the consumer’s legal rights.
18. Fragile Items
Some products sold by Da Luz are fragile.
Orders are packed with materials suitable for protection during transportation. However, damage may occur during logistical handling.
The customer should avoid discarding the packaging and protective materials before checking the condition of the products.
If any damage is detected, the customer should follow the procedure indicated in the previous section.
19. International Deliveries
International deliveries are subject to the rules, limitations and delivery times of the destination country.
In countries outside the European Union, the following may apply:
- customs duties;
- VAT or import taxes;
- customs clearance fees;
- administrative charges;
- inspections;
- customs delays.
Unless expressly stated otherwise, these charges are not included in the price or shipping costs paid to Da Luz and are the recipient’s responsibility.
Da Luz does not control or determine the amounts charged by customs authorities or customs operators.
Refusal to pay customs charges may result in the order being returned or destroyed. In such cases, the applicable legal rules will apply and costs legally attributable to the customer may be deducted.
20. International Restrictions
Certain products or destinations may be subject to transport, import or export restrictions.
Da Luz may cancel an order when:
- no transportation method is available;
- the product is subject to restrictions;
- the carrier refuses the shipment;
- it is not possible to meet the destination’s requirements.
If a paid order is cancelled for these reasons before dispatch, the corresponding amounts will be refunded.
21. Changes or Cancellations by Da Luz
Da Luz may contact the customer when delivery cannot be processed due to:
- product unavailability;
- an invalid address;
- logistical impossibility;
- destination restrictions;
- an obvious error in the shipping price;
- reasonable suspicion of fraud.
Where no suitable alternative is possible, the order may be cancelled and the amounts paid will be refunded.
22. Force Majeure
Delays may occur due to events beyond the reasonable control of Da Luz or the carrier, including:
- extreme weather conditions;
- fires or floods;
- strikes;
- conflicts;
- epidemics;
- transport failures;
- service interruptions;
- decisions by public authorities;
- customs blockages.
In such situations, we will try to minimise the delay and inform the customer whenever relevant information is available.
This clause does not limit the rights granted to consumers by law.
23. Cancellations and Returns
The conditions relating to cancellations, the right of withdrawal, returns and refunds are described in the Returns, Refunds and Cancellations Policy.
24. Contact Details
For questions relating to order preparation, dispatch, delivery or tracking:
Da Luz — Mindscape, Lda.
Email: geral@daluznatal.pt
Website: https://daluznatal.pt