Frequently asked questions

Here you can find answers to your questions about: purchases, shipping, returns, cancellations and account.

  • How do I place an order on this online store?

    Ordering on our online shop is simple.

    Please take a moment to review our Terms and Conditions and Privacy Policy before initiating your purchase.
    1. 1. Browse for the desired product, select the preferred color and quantity;
    2. 2. Add the chosen product to your cart by clicking the "Add to Cart" option;
    3. 3. To review your cart, click on "View Cart" If you aren't ready to proceed, continue shopping;
    4. 4. In your cart, confirm the selected products and their quantities. You can make changes by removing items or adjusting quantities;
    5. 5. If you have any coupons or a promotional code, enter the code and click "Use Code." Then, proceed by clicking on the "Checkout" box;
    6. 6. Log in to your account, create a registration or proceed with the purchase as a Guest;
    7. 7. Confirm your personal details, delivery/billing addresses, and select the payment method;
    8. 8. Accept the Terms and Conditions, and click on the "Secure Payment" option. Please note that if you are paying with a card, you will be redirected to a secure credit card payment form;
    9. 9. Proceed with the payment and confirm your order. At the top of the page you can find your order number;
    10. 10. Within 24 hours, you will receive a confirmation email;
    11. 11. Your order will be processed and dispatched to the delivery address, and you will receive another email containing your tracking number.

    Always make sure to review your purchase before clicking "Confirm Payment". Before clicking on "Confirm Payment" you have the possibility to edit any information you entered, such as the shipping or invoice address, payment information, or to add, change or remove products in the "Cart".

    The receipt of the purchase will be sent to you in paper format along with your order.


  • Is is safe to place an order with the COSTA NOVA online store?

    Yes. You can place your orders with complete confidence.
    All personal information is confidential and used for the sole purpose of providing you the best customer service possible. 
    For more information, please see our Privacy Policy.
  • Can I order online from my country?

    Online purchases on www.costanova.com can be made in mainland Portugal, the Azores and Madeira archipelagos, Spain, the Balearic and Canary Islands, France (excluding the islands), Germany, Austria, Belgium, the Netherlands, Denmark, Italy (excluding the islands), Luxembourg, Ireland, Norway, Sweden, Switzerland, Slovakia, Czech Republic, United Kingdom (mainland), Northern Ireland, the Isle of Wight, the Isles of Scilly, the Highlands and Islands of Scotland and the United States of America.

    For information on delivery orders for other destinations, please contact using the form available on our Contacts page.



  • Do I need to create an account to place an order online?

    The functionality of buying items as a guest is also available on the website. For this type of purchase, we will only request from you the essential data that is required to process your order. Upon completion of the purchase process, you will be offered the possibility of registering as a user or continuing as a non-registered user.

    However, COSTA NOVA recommends the user to opt for creating an account. By registering as a customer on the COSTA NOVA site, the user can access a personal area with all their data (which they can modify), complete their purchases more quickly, track the status of their orders, and review their address list whenever they wish.



  • I have a promotional code/discount voucher. How can I use it?

    COSTA NOVA generates vouchers and/or promotional codes in the order process of their registered customers.

    To take advantage of these discounts the customer must enter the promotional code and/or accept the voucher and click on the "Apply Code" option.

    The discount in question will be applied in the "Total Order" during checkout. 


  • Which payment methods can I use for my orders?

     Our online store has available the following payment methods: Visa, American Express, Klarna, Amazon Pay and Mastercard. 


    All transactions are encrypted and 100% secure (for more information, see our Privacy Policy).

  • How can I access my invoice?

    Yes, the invoice will be sent to the email address provided. 
    If you are a registered customer, the invoice will be available on your account after the order has shipped.

  • What happens if the product I ordered is out of stock?

    If an item is out of stock, our team will promptly notify you of the updated expected delivery time. If this extended time frame doesn't meet your needs, you have the option to request a refund.

    The refund will be processed using the same payment method you used for the original purchase. Please note that the refund process typically takes up to 14 days from the moment we become aware of the item's unavailability. 

  • Can I change my order?

    Yes. You can change your order (product selection, quantity, delivery and billing addresses, payment methods) until it is confirmed in our system (after payment).
    From the moment the order is processed, it is no longer possible to modify any order. To do so, you will have to cancel the order and place a new one.
    If you’re a registered customer, please check your order status to confirm all the changes. 

  • How long will take my order to arrive?

    • 1 day (transition time) for: Vermont, New Hampshire, Massachusetts, Maryland, Delaware, New Jersey, Connecticut, Rhode Island;
    • 2 days (transition time) for: Maine, Michigan, Illinois, Indiana, Ohio, Pennsylvania, Georgia, South Carolina, North Carolina, Virginia, Tennessee, Alabama, Mississippi, Kentucky, West Virginia;
    • 3 to 7 days (transition time) for all other States;

    Delivery is only made after the payment confirmation.
    Please note that delivery times may be slightly higher during holidays and festive times.

  • Where can my order be delivered?

    You can receive your order at any address of your choice, whether it's your home, workplace, or any other location you specify during the checkout process on our online store.
  • How much will I pay in delivery charges?

    $9,99 for purchases up to $50 / FREE from $50.

     

    Delivery charges will be added during the checkout process, before the customer confirms the order. 

  • My order has been returned to the warehouse. Can I receive it again?

    Yes. You need to formalize your request through the form available on the site, with the subject "Order reshipping".
    The information should indicate your order number and the order address.
    The reshipping implies new delivery charges.  

  • Can I cancel an order?

    The customer may cancel the order, as long as it has not yet been processed by COSTA NOVA.

    The cancellation must be formalized by an email sent to  costanova@costanova.pt with the subject “Order Cancellation” or using the form available on the site. 

    The information must necessarily contain the order number, under penalty of ineffectiveness of the cancellation.

    Registered customers may cancel the order in their personal area on the site.


  • How does COSTA NOVA make the refund?

    COSTA NOVA will refund the amount of the returned products, including the costs of our standard delivery option to the original delivery address, without undue delay and within a maximum period of 14 days. We may withhold the refund until we receive the products back or until the customer can show us proof that they have been returned. Additional taxes are non-refundable. For more information visit our Terms and Conditions .


  • What can I do if I have received the wrong or defective product?

    We apologize if any of the items are not what you expected. Please contact our customer support through the contact form, indicating that the item is incorrect or defective. We will proceed with the replacement or refund as soon as we receive it in our warehouses.

  • Can I change my personal information on my account?

    Yes. You can change your personal information at any time. 
  • Can I receive periodic information on COSTA NOVA and Casafina by COSTA NOVA's new arrivals and offer?

    Of course! To get the scoop on the our latest news and offers you only need to subscribe to our newsletter.


  • Can I cancel my subscription to the COSTA NOVA newsletter?

    Yes. In the next newsletter you receive, please select the unsubscribe option to cancel your subscription immediately.