Frequently Asked Questions (FAQ)
Customers
Festança's Shop
To create a customer's account you should make it as follows:
1) Register an account
2) Choose an email and password
After the customer's account is created you will need to manage the shop as explained in the next point.
This shop was created with the aim of offering alternative products to you made by Festança's tribe, that means all those that sell in Festival Festança their products.
Like this, we are creating a kind of cooperation and letting makers have a platform where they offer their products/services to likeminded people that are connected to Festança.
So the products/services that Festança is sure to offer in this marketplace are all following guidelines. They are ethically sourced, workers are fairly paid and items are made with a standard of high quality.
Hope you enjoy the platform and find what you always wanted to find here!
Alternative and natural, consciously made things by Festança's tribe connected to:
- Permaculture
- Natural Building
- Therapies
- Clothes
- Jewelry
- Natural Cosmetics
You can pay by credit card, directly to your account.
Just check the menu orders, as follows:
You can do it here:
Place an order
Please check again in your email box or in the spam folder.
If you don’t receive your order confirmation within an hour and you can’t find it in your spam folder, please send us an email stating the problem, describing what you have ordered and when.
If your order hasn’t been sent yet you can correct the details. Please send us an email and we will get back to you as soon as possible.
You can buy a gift card here.
Then you will receive an email with your gift card and one unique code, to be used at the check-out, after choosing the products to get.
If your order is over the value of the gift card you will be asked to pay the difference. If the value of your purchase is below the value of your gift card, you will be able to use the difference on your next purchase.
The gift card is valid for one year after the date of purchase.
Shipping and Delivery
The shipment is done by the brand that is selling the product.
You will receive all your products in one package and shipment. On every product page we share estimated handling timeframes (expressed in working days).
Please check the information available on the Delivery Timeframes. You’ll be able to check the associated shipping fees on the check-out of your order, once you have confirmed your intent to purchase in your cart.
All products are shipped by our vendors and fulfilled with a tracking service.
The Handling Timeframe, the time it takes from the moment we receive your order until we hand it to a shipping service, is up to 5 working days.
The Delivery Timeframe, the time it takes the shipping service to deliver the item to you, will depend of the service you choose on the Check-Out.
The average Delivery Timeframe is:
Portugal: 2 working days
Europe: 5 working days
Worldwide: 10 working days
Products are shipped worldwide.
You can find information on shipping fees and delivery timeframes on the check-out of your order, once you have confirmed your intent to purchase in your cart, or in the Delivery Timeframes FAQ.
If you have any questions about delivery, please contact us and we will get back to you as soon as possible.
Once you have completed your purchase it is not possible to cancel your order.
If you need to cancel or change your order, please reach out promptly so that we may look into your request.
Prices displayed on the website include taxes. When you proceed to purchase your order, shipping fees will be included on the final price.
Please note that customs fees may be applied to your order. These custom fees are not included in the final price, depending on what country you are ordering.
If you live outside of European Union, you need to get informed in your local customs office.
Follow this link and insert both your tracking number and email address to follow your order.
You will be responsible for paying the shipping costs for returning your item and shipping fees for a new item.
If the item you received was defective or damaged we will refund you the full value of your order, including shipping costs, and organise the returning of the item to the brand.
You have the right to exchange your product within 14 consecutive days after receiving your order. The item(s) you would like to exchange must be shipped back to the brand you ordered it/them from. If you would like to exchange your item please contact us through our return form here
You will be responsible for the shipping fees involved in returning the item and getting a new one, unless otherwise stated.
The product must be unused, in re-sellable condition and, preferably, in its original packaging.
Your new item(s) will not be shipped until the brand has received the item(s) you returned.
Please note that some items cannot be exchanged. More info about exchanges and returns may be found HERE.
You can do it here
If the packaging of your order appears to be damaged at delivery you should not accept it.
If the item you received is defective or damaged, please notify us immediately at info@festanca.org
If we do not receive a claim within 14 consecutive days after your order was delivered, we cannot consider the refund. After we receive your request we will give you all the instructions needed.
Returns, Exchanges and Complaints
You have the right to return the product within 14 consecutive days after receiving it.
The product must be unused, re-sellable and, if possible, in its original packaging.
All returns must be made directly to the address from where you received the package. When willing to return the product, please fill in our return form. After you have sent the return form, you will receive information on where to return your product to. We kindly ask that you wait for our contact before returning your order.
Be sure to include your name and the order number on the return package. You are solely responsible for the return's shipping fees.
Please note that some items cannot be returned. More info about delivery and returns may be found here.
If the item you received was defective or damaged we will refund you the full value of your order, including shipping costs, and organise the returning the item to the brand.
If you would like to return your item please contact us through our return form here.
We can offer a refund as a Festança's Shop Voucher, to spend in any item in the shop, or it can be made to the same method of payment used in your order.