We want you to be 100% satisfied with your order at Nosso Céu. Our goal is to provide a 5-star service along with a 5-star product. Since we work exclusively with personalized products, orders already in production or completed will have a 40% fee of the product retained in case of cancellation, to cover material and production costs. Cancellations made before production starts will be fully refunded. Regarding shipping, if the product has already been shipped, the shipping cost will be fully retained. If the product has not yet been shipped, the shipping cost will be 100% refunded.
If your order was damaged during transport, we can issue a replacement or a full refund after you provide photos of the damaged item and packaging. In case of dissatisfaction related to manufacturing defects or product quality, we will issue a refund if the product is returned within 30 days after the order receipt date. We do not cover the cost of return shipping. For cancellations due to personal reasons (such as change of plans, withdrawal, or other situations), the 40% retention will be applied according to our personalized products policy.
For refunds or replacements, please first contact us by email at su*****@******eu.com so we can resolve any issues with the order.
If you made a mistake in the order details when making the purchase, we do not accept returns for customer error, wrong size ordered, customer oversight, or partial returns. We do not offer refunds if a customer enters an incomplete or incorrect shipping address. Instead, we offer order reshipping once returned, subject to a reshipping fee relevant to the country to which the order is being reshipped. Information about the reshipping fee for your country is available if you contact customer service by email at su*****@******eu.com.
Digitally delivered products (such as image files, PDF files) are not eligible for refund. We are happy to make corrections in these cases if an error was made during the order process.
Gift cards: There are no refunds or exchanges on our gift cards and they are not redeemable for cash or for resale. Contact su*****@******eu.com and customer service will help in these situations.
