Frequently asked questions

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. 

Online purchases on this site makes deliveries to the United Kingdom (mainland), Northern Ireland, the Isle of Wight, the Isles of Scilly, the Highlands and Islands of Scotland. All orders will be delivered to the address that you specified for delivery when you placed your order.

Furthermore, 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 and the United States of America.

Delivery times vary according to the location selected:

1. Within 1 to 3 working days (after the order has been dispatched*) for addresses in  mainland United Kingdom;
2. Within 2 to 4 working days (after the order has been dispatched*) for addresses in Northern Ireland, the Isle of Wight, Scilly, Scottish Highlands & Islands;
3. Within 1 to 3 working days (after the order has been dispatched*) for addresses in  mainland Portugal;
4. Within 1 to 3 working days (after the order has been dispatched*) for addresses in  Spain;
5. Within 3 to 5 working days (after the order has been dispatched*) for addresses in  France;
6. Within 4 to 5 working days (after the order has been dispatched*) for addresses in  Germany, Belgium, Holland, Luxembourg, Czech Republic, Hungary, Denmark, Austria and Switzerland (not including customs clearance time).
7. Within 5 to 7 working days (after the order has been dispatched*, not including customs clearance) for addresses in the Balearic , Canary Islands and Italy;
8. Within 6 to 7 working days (after the order has been dispatched*) for addresses in  Sweden, Slovakia, Slovenia and Norway.
9. Within 12 to 14 working days (after the order has been dispatched*) for addresses in the Azores and Madeira, Ireland;

*The order preparation period is 1 to 3 working days.

Whenever possible, Costa Nova will deliver orders within the timeframes indicated. These may be slightly higher during periods of promotions, Black Friday, festivals and national holidays. If COSTA NOVA is unable to comply with the deadline for delivery of the order, it will inform you of this situation, granting you the option to continue with the purchase, establishing a new delivery date, or cancel the order, with full refund of amounts paid, within a maximum period of thirty (30) days from the date of knowledge of the unavailability.

For information on delivery in other destinations, please contact using the form available on the site. 

You can return an item or order within 15 days of receiving it, subject to the following conditions:

a) The item purchased does not meet the customer's needs; (only available to customers registered on the site);
b) Item error (the item does not correspond to that requested by the customer);
c) Defective article;
d) Damaged article. You must check the condition of the item when it is delivered by the courier, noting any damage that may have resulted from the transportation of the goods on the waybill.

To exercise the right to return an item or order, the customer must contact us using the form available on the website or by emailing costanova@costanova.pt, with the subject "Return", or using the returns area available in the customer account.

The latter option is only available if the reason for the return is as stated in point a).

The customer must inform us of their wish to return an item within the period indicated above. The information must include the reasons for the return and the reference of the order in question. Returns will not be accepted without prior notice.

For points a) and b), returned items must be in saleable condition, i.e. in the same condition as when they arrived in the customer's hands.
Items that have been used in any way, transformed, damaged or missing labels and packaging will not be accepted.

Items must be returned, together with the invoice, using all the original packaging and fillers, in one of the following ways:

• By ordinary post, to the address below:

              Grestel - Produtos Cerâmicos, S.A.,
              Zona Industrial de Vagos, Lote 78,
              3840-385 Vagos, Portugal.

• By courier: if you decide to return your items via a courier designated by us, you should contact us via the email or form above so that we can arrange a date and time for collection from your home. Collection is usually made on the next working day.

• In-store delivery: if you wish to return the item in-store, you can go to one of our 3 stores in Portugal. This return method is only available to those who selected "Store Delivery" as the delivery method for the initial order. There is no cost associated with this return method.

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 .

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.