Processing time: 2-3 business days (Once a buyer has placed their order, this is the time required to prepare, package, and dispatch the order). After the order has been marked as processed, it is no longer possible to change the delivery address.
Estimated delivery time: varies according to the type of shipping chosen by the buyer (regular shipping, tracked shipping or express) and the country of destination. All delivery times are indicated upon purchase of the items and are based on the official delivery times of CTT Portugal. However, keep in mind these are estimates and variations may occur due to unpredictable situations beyond Da Lua Herbal’s control. As such, we cannot be held accountable for delays related to the shipping carrier.
Customs & import taxes: Buyers are responsible for any customs and import taxes that may apply. I’m not responsible for delays due to customs.
Buyer’s responsibility: In the case of packages not arriving or being sent back due to the buyer providing an address with missing or incorrect information, or not being present at the time of the delivery, the re-shipment costs are the responsibility of the buyer. If the buyer chooses a shipping option without a tracking code, Da Lua Herbals cannot be held accountable for any delay or loss of packages.
Delivery carrier: Da Lua Herbals uses CTT Portugal for all its deliveries. Once we have handed over packages to the shipping carrier they are out of our hands and completely in control of the shipping carrier. Da Lua Herbals is not responsible for any delays or losses related to the shipping carrier. Tracked shipping is our recommended method, as it includes insurance in case of delay or loss of parcels. Delays associated with CTT Portugal are not eligible for a refund by Da Lua Herbals, but we will ensure the necessary procedures to activate the associated CTT insurance and we will file claims should it be requested by clients.
Disclaimer: National and international packages are experiencing delays due to the current global political, economic and social juncture, and shipping times have been unpredictable and fluctuating over the months. This means that packages can take several weeks up to several months to get to their destination. Due to the circumstances we as sellers are absolved from responsibility for delays and cannot guarantee a refund or reshipment for delayed packages. The buyer accepts the risk of delays upon purchasing from our shop.
Please do take into consideration that during the holiday season (December) delays are very likely to occur due to the hecticness experienced by postal services. Keep in mind that these delays are likely to ripple into the first month of the year as well as a result.
Refunds, Returns & Exchanges Policy
At Da Lua Herbals, we want to ensure that you are 100% happy with your purchase. If you have technical or sales queries, do not hesitate to contact us. If you have attempted to resolve issues with us and still feel the product(s) you purchased does/do not best fit your requirements, we want to make things right.
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Several types of goods are exempt from being returned. Non-returnable items include gift cards, intimate and hygiene goods. Any item not in its original condition, is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery. Only regular-priced items may be refunded. Sale items cannot be refunded.
Refunds: We’d love to know what went wrong and how we can improve, so please include details about the reason for your refund request when you reach out to us directly. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds: Our payment processor submits the refund immediately and makes every attempt to process the refund as quickly as possible. Your financial institution can take up to 20 days for the refund to reflect in your bank account/card. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of this after the indicated timeframe and you still have not received your refund yet, please contact us.
Exchanges are only accepted under valid circumstances. Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. We only replace items if they are defective or damaged. If you need to exchange it for the same item, reach out to us.
Exchange window: The buyer has 14 days from item delivery to dispatch the item back to the seller.
Shipping returns: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Cancellations are not accepted. Please contact us if you have any problems with your order that do not fall under any of the categories described above.
The buyer is responsible for reading thoroughly all the information about the products, their shipping costs and times and all other relevant information provided.
If the buyer can’t find the specific information they are looking for it is their responsibility to contact us and ask for clarifications about any matter.
Disclaimer: All of our products are handmade in our private property and have not been evaluated by the FDA. The ingredient information that we provide is for educational purposes only, and is not intended to diagnose, treat, cure, or prevent any disease or condition. The information we provide is not intended to represent or replace the advice of a medical professional. The buyer is responsible for testing for allergies and spot test products 24 hours before using them. Stop using immediately if an allergic reaction, redness or irritation occurs. We are not responsible for the misuse or reactions to our products. Usage is always at the buyer’s own risk. Please reach out to a professional for any possible contraindications and/or interactions with medications. Always inform your doctor about all herbal remedies or supplements you are taking.