FAQ's
How can we help you?
Orders & Requests
Making an order on desfigura.com is easy and quick:
Search for the item: you can quickly find what you want by browsing the categories in the main menu or using the search tool in the upper right-hand corner of the website;
Choose the size/colour combination (if any) and click the “Add to Cart” button;
After completing the purchases, click the “Go to Cart” button where you can confirm the details of the product (colour, size, quantities) and remove them if you have changed your mind;
Enter the shipping data, select the shipping method you prefer and proceed to payment, choosing from the payment methods proposed;
Check that all the information is correct then confirm your order;
Once you have completed your order, you will receive an e-mail containing an Order Number that you can use to check the status of the order;
We will send you an e-mail with the tracking number which you can use to follow the order status online as soon as your order has been shipped.
Enter the My Account area and select “Purchase History”.
To view the details of your purchase and the shipping information select the option “Details”.
To get an invoice for your purchases, we suggest you create an account with the tax information required for issuing an invoice.
This means the invoice will always be available in PDF format in the Purchases and Returns section under “See Details”.
If a purchase is made by an unregistered customer, the invoice will be sent in the e-mail confirming your order has been shipped.
If you have any other questions on the invoicing process, please contact us using this form and indicating your order number.
The customer may cancel an order that has just been processed as long as it:
- has not yet been shipped;
- it is not an order that includes customised or personalised products;
You are requested to inform us as soon as possible through the following e-mail contact: shop@desfigura.com; or alternatively through one of the available contacts on the “Contacts” page.
If the order has already been sent to the carrier, we won’t be able to cancel it.
In this case, you will have to accept the order and then exchange or return it.
See the terms and conditions in the REFUND & RETURNS policy.
If the order has been placed through your Customer Account and it has not yet been shipped, the address change can be made through the option “Edit Address”.
However, If you made your order as an unregistered customer, please contact us as soon as possible through one of the available contacts in the “Contacts” section, or using the form below.
Personalised & Custom Orders
You can request custom orders or personalisations by contacting us directly through:
- social networks (i.e.: Instagram or Facebook messenger);
- through the email – shop@desfigura.com
We accept custom orders or personalisations for most of our products.
The most requested products for customisations are the following:
- 3D family pictures;
- illustrated postcards;
- pins or brooches;
- key-rings;
- illustrated ceramic roosters;
- illustrated ceramic sardines;
- tote bags;
- …
Customised products can be:
- created from scratch – when a product is fully created having customer preferences in mind;
- adaptations to existent products – to which we can add a personal touch (like a name, a phrase, etc…)
While products customised from scratch may require photos of the characters or objects to be included in the product to be shared with us. For small customisations of existing products, there is usually no such need.
Even though providing photographs is not mandatory, it is highly recommended.
Photos for customised work can be shared with us by any convenient means, to be agreed upon.
Payments for customised orders are usually split into two parts:
- 50% of the total order – paid to bind the order;
- 50% remaining – paid before dispatch (or collection in the shop);
The time it takes to create a custom product depends on the complexity of the type of product being customised, as well as the number of pending orders we have to process at any given time.
When placing a custom order, you will always be told when we will have your order ready to ship (or pick up), so you can assess whether it meets your needs or not.
Your custom order will be considered confirmed once the owed payment has been made and you have received a confirmation email from us, which includes the deadline for sending your order.
Most custom orders require the payment of 50% of the order value to bind it.
[Local Pickup]
If you’re close to our shop in Guimaraes – Portugal, you are very welcome to visit us and pick up your order directly in our workshop/store;
[Express Shipping]
If you’re not that lucky, bear in mind that:
- We ship from Portugal;
- Depending on the destination, there may be additional charges associated with international deliveries such as taxes, customs fees, and handling fees.
We will always inform you, when placing your order, about the shipping costs, if any.
At DESFIGURA we focus on creating unique, custom pieces of art that are tailored to each individual customer.
The process involved in creating these custom pieces can vary depending on the complexity of the desired work, but typically involves research, ideation, sketching, prototyping, refining and polishing of the artwork.
We guarantee satisfaction with the end result and strive to create something truly special for our customers.
Digital Products
You can request any digital products by contacting us directly through:
- social networks (i.e.: Instagram or Facebook messenger);
- through the email – shop@desfigura.com
The main digital products usually requested are:
- logo design;
- brand identity;
- custom or made-to-order illustrations;
- …
Feel free to reach out to us for a quote.
We offer a variety of digital formats to best fit your needs.
Our most commonly supported formats include JPG, PNG, PDF and SVG (vector);
But we can provide any other raster or vector image types that may better suit your needs.
All payments for digital artwork are made in full, in advance, to bind your order;
If you have any questions regarding payments for digital artwork, please contact us.
The time it takes to create a digital product depends on the complexity of the type of product/artwork being created, as well as the number of pending orders we have to process at any given time.
When placing an order for any digital product, you will always be told when we will have it ready, so you can assess whether it meets your needs or not.
All digital products will always be sent to the email provided during the order process.
Payments
We accept the following forms of payment:
- Visa, Mastercard, Discover and American Express – Credit, Debit and Pre-paid Debit cards
- PayPal
- Apple Pay
- Google Pay
- MB Way;
For Desfigura, the security of online shopping is fundamental. Transaction data are processed using SSL encryption, with the entity.
Desfigura’s online shop also uses VeriSign and ATW certification to ensure maximum protection of your data.
For credit and debit card payments, you have to insert the CVV (Card Verification Value), a code printed on the back of your card that serves as an additional security measure in e-commerce transactions.
Only SEC (Secure Electronic Commerce) transactions will be accepted for Visa and MasterCard payments. After confirmation that your card is part of the SEC system, a connection is made to the issuer bank for it to authorise the customer to make the purchase. As soon as the bank confirms the authentication, the charge is made to the card. Otherwise, the order will be cancelled.
When completing the order a payment authorisation will be issued which may result in a temporary retention of the amount of the order in the account.
When it’s time to ship your order Desfigura will charge the order amount.
The retention in the account will be, in the meantime, released by the bank entity.
SECURITY
With Desfigura it is safe to buy online. We use verified security protocols, which encrypt the data provided via SSL. Only SEC (Secure Electronic Commerce) transactions are accepted. Once the card is verified, the SEC system will contact the card issuer so that the buyer authorises the purchase. The card will only be charged after the bank has confirmed the authenticity of the card and the user. Otherwise, the order will be cancelled.
Note: Since 1 January 2021, the adhesion to 3D Secure is compulsory in order to make purchases and payments online, in the context of the European Directive of Payment Means. Whenever you make a payment you will have to authenticate yourself, according to the rule defined by the banking entity:
- input request and code received by SMS;
- authentication in the bank app.
3D Secure is a strong authentication mechanism that provides higher levels of security in online purchases, allowing confirmation that the payment is being made by the card owner.
REJECTED CARD
It is possible that the card may be rejected if it is in one of the following situations:
- Card Expired: confirm the expiry date of the card. If you verify that it has exceeded the limit, proceed to renew it.
- Over Limit: if the card’s limit for purchases has been reached.
- Incorrect or Incomplete Data: check that you have correctly filled in all the mandatory fields.
If you experience any of these situations, please contact your bank.
IDENTITY VERIFICATION
We seek to guarantee the security of our customers. Therefore, whenever necessary, Desfigura may request proof of identity. Among these details may be requested proof of address.
VAT tax has already been included in the product price, as shown on all pages of the website and in your Shopping Cart.
Shipping costs will be calculated during checkout depending on the destination country.
Duties/Customs/Delivery Fees:
We ship from Portugal;
International orders (especially for shipping outside the EU countries) may be subject to additional duties, customers or carrier delivery fees.
Duty and customs policies vary widely from country to country and are applied by the destination country’s Customs Office at their discretion.
Shipping & Deliveries
[Express Shipping]
All our orders are shipped using Express Shipping (via CTT) with tracking number.
We prepare all our orders with exceptional care using REUSED and RECYCLED MATERIALS wherever possible.
And it may even include a special and unique touch from us just for you.
[Local Pickup]
If you’re close to out shop in Guimaraes – Portugal, you can set your order for local pickup during checkout process.
You will be notified as soon as your order is ready for collection, by email or sms.
After the payment has been authorised, you will be sent an e-mail with the order number.
All orders (with the obvious exception of digital orders and orders marked for pick up in our shop) will be shipped via Express Courier Service (CTT Express). The tracking number will be sent to the email provided by the customer during the checkout process
Track the route of your shipments in the following link – Track Your Order.
Or, in case you are logged into your account, you can check the tracking in your orders dashboard.
All items are usually dispatched within 1-2 working days. (we’ll do our best to notify you once your order is on its way.)
We’re shipping from Portugal (Europe) using the Portuguese Postal Service (CTT: https://www.ctt.pt)
SHIPPING TIMES:
- Portugal: shipping normally takes 2-5 working days;
- Europe: shipping normally takes 7-20 working days;
- Rest of the World: shipping may take from 15-40 working days;
Unfortunately, we cannot give you an exact delivery date, nor promise that your package will arrive by a certain day.
There are many factors involved that may jeopardise the delivery (customs, postal service, holidays, etc).
We’re shipping from Portugal (Europe).
The shipping costs will be dynamically calculated during the checkout process.
Free Shipping: If the customer places an order whose value exceeds the minimum order value defined for their country or campaign, the shipment will be made free of charge.
COMBINED SHIPPING can be arranged for multiple items based on the combined weight and size of goods, just convo us.
If your order is a gift going directly to the recipient, let us know and we’ll be happy to wrap it up for you and include a personal message card from you for no extra charge.
To subscribe to this service from us, you just need to send us a note by clicking at: “Note to Seller” during checkout.
(We’ll send you a picture of the gift right before shipping it.)
Returns & Refunds
If you are not completely satisfied with your purchase, you can return one or more items within 30 days from the date of delivery of the order.
Do not send any products back to us without contacting us first through shop@desfigura.com
NOTE: We do not accept exchanges of customised/personalised products.
For more details please check our REFUND & RETURNS policy.
The customer has the right to return (or exchange) the delivered products if they are found to be defective or have other non-conformities in relation to the purchased products.
Do not send any products back to us without contacting us first through shop@desfigura.com
For more details please check our REFUND & RETURNS policy.
To return your product, you must:
- Contact us and explain your situation at shop@desfigura.com
- Send your products back to us, by:
a) personally coming to Desfigura’s shop in Guimaraes; OR
b) mail your product to us.
For more details please check our REFUND & RETURNS policy.
If your return has been processed and approved, then your refund will be processed through the same payment method you used during checkout.
When will I receive my refund?
Re.: The time it takes for you to get your refund will depend on the original payment method you used during checkout.
For example, credit cards require a few days for the transaction to be processed and for the amount to show in your statement (usually 3-7 days at least).
If your refund has been approved and confirmed by us, and yet you have not received it yet, please check your bank account (or payment provider account) one more time.
If you have paid using a credit-card bear in mind there is often some processing time before a refund is processed and completed.
If you’ve done all of the above and you still have some concerns, please contact us at shop@desfigura.com.
Technical Issues
Having issues?
Please fill the form below and explain us your issue with as much detail as possible.
Information Request
Do you need information or assistance?
We are at your disposal and will respond to any request you may have.
Drop us an email with your request or doubt at support@desfigura.com
Chat Online
Feel free to drop us a message through any of our social networks.
Fill Form!
You can just fill the contact form
My Account
To create an account, simply click on the “My Account” link at the top of the page, and then click “Register” to enter your details.
Or, you can just click here.
To log in to your account, click on the “My Account” link at the top of the page, and then enter your username and password in the login form.
Or, you can follow this link.
To update your account information, log in to your account and then click on the “Account Details” tab.
From here, you can update your name, email address, password, and other information as needed.
To view your order history, log in to your account and then click on the “Orders” tab.
Here you will see a list of all your past orders, along with their status and tracking information if available.
To track your order, log in to your account and then click on the “Orders” tab.
From here, you can view the status of your order and any tracking information that is available.
If you forget your password, simply click on the “Forgot Your Password?” link on the login page and follow the instructions to reset your password.
Or, you can follow this link.
