help & FAQ´s
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Frequently Asked Questions...
1. General questions
_What is the status of my order?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).
_Can I change my order?
We can only change orders that have not been processed for shipping yet.
Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.
To make changes to your order, please reach out to support through our direct email.
_What payment methods do you accept?
You can purchase on our website using a Credit Card or via Paypal. For Portugal (exclusive) we also have the option for our customers to pay for their purchases via MBWay or Multibanco Reference
You can chose these payment methods at checkout.
_Which currency will I be charged in?
We currently only support EUR payments.
If your credit card use another currency, then you will be charged in USD, CAD or other. Your bank will apply the corresponding conversation rate of the currency you choose.
_How long does it take to ship my order?
Your order (stock items) will usually be prepared in our warehouse and send within 24 to 48 hours after transfer of the payment.
Most orders are delivered by DPD, DHL Parcel, DHL Express, Fedex or other. Both DPD or DHL services aims to deliver within Portugal and Spain between 24 or 48h. Delivery of international orders can take up to 6 ~ 10 working days, depending on the location and all the delays and constrains caused with COVID-19 situation in all countries.
Orders that include furniture might take a little longer to ship, as specialist transport needs to be organized. We will keep you posted about this. Orders can also be picked up from our store in Porto _ PORTUGAL.
Some furniture is made to order sometimes. If exist some extra times to prepare your order, the estimated lead times are stated in the product information. Please get in touch if you wish to receive more detailed information.
If the order includes items that are not in stock, those items will be sent together when the order is complete. If desired, the items that are in stock can already be picked up in our store.
Your order will usually be handled by DPD, DHL Parcel, DHL Express, Fedex or other. Please note, sometimes that carriers utilize local partners in other markets outside Portugal to deliver your order. Most furniture and large items will be delivered by specialized transport like DSV or similar. All furniture deliveries are done at ground floor at the entrance of your house or building, performed by one person, that means at the door/foot of the building. The driver might ask the customer to give him a hand while unloading the products. If you want a delivery on the upper floors, this is possible on request with a surcharge. Please contact us to get a quote for this type of delivery. When your order is ready, we will contact you to arrange a time of delivery.
In case an order would mix stock and products with a longer delivery time, the order will be shipped when all products are available.
The delivery deadlines mentioned on product sheets are indicative: sometimes deadlines are longer than expected since we are going through an extraordinary situation all over the world, indeed we are dependent of our suppliers._It´s possible order online and pick up in your store?
Yes, of course! If you live in Porto or elsewhere in Portugal and are close to us for some reason, just choose that option when it appears at your checkout payment area.
At that time you can choose If you want to receive your goods at your home with an added value or pick up at our store for FREE within our opening days and hours.
This option is currently only available for addresses located in Portugal.
_Transport costs and why have shipping and free shipping prices been increased?
Since our store opened on digital platforms in 2019, our shipping prices have never changed and have always been the lowest on the market. Due to all the extraordinary conditions that our World has been going through in the last years, it is impossible for us to maintain the initial prices and for that reason we had to slightly increase the prices of our shipments, always guaranteeing that we work with the best prices that our partners can give in the market. We are happy to offer free delivery on all domestic orders over €95 to Portugal + Spain and Europe over €290. For some selected products like larger furniture, rugs or similar an additional shipping fee may be added. We are in the process of offering free shipping for some Worldwide orders over a certain amount. We will soon include a list of these countries. Please, visit our Shipping & Returns page to read all the options we have.
_What if I'm not home?
If you are not at home and know this in advance or if it is simply not possible for personal or work reasons, we advise you to contact the carrier as soon as you receive your tracking number or use the data that it sends with the delivery information (depends from country to country) by email or mobile phone and select in advance which option is most comfortable for you, if you want it delivered to an alternative address, to your neighbor, with the concierge....
Most of the time, if no one answers on the first attempt, the carrier will automatically leave your order at the pick point or access point closest to your address, and the carrier will inform you where your order has been directed.
It is very important that you always follow the information given to you by your tracking number so that you can choose the most comfortable solution for you if you have to make any changes to your delivery.
Mundano cannot schedule deliveries on days and times or make the carrier make more than one delivery attempt, as this is an internal policy of the transport companies.
_Will I pay taxes for international shipping?
Deliveries outside Europe and some other countries will have to pay custom taxes.
If you want, our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order, speak to them directly when contacted to receive your order.
Keep in mind that, outside of Europe, you may be charged for local import duties and custom charges on the arrival of the goods in your country. Never forget, before placing your orders outside any country in the European community, find out if the products you want can enter your market or if your Customs office does not return them.
That responsibility is yours and not ours! If the products are returned by your Customs, this responsibility is not ours and the value of the return of the order will only be made after they are again delivered to our warehouse to be checked that they are not damaged and the value of the postage that has been charged in the shipment will not be returned.
4. Returns and other stuff
_Do you accept returns?
Yes, but please read all our Terms and Conditions to do that and see all existing exceptions. If you wish return the product to MUNDANO, don´t forget to send us all associated components and the original state and packaging. Please do not forget to pay fully for the return postage because incorrect postage payments will not be accepted. Once we have received your email informing us of your intention to return articles from your order, and we have received the returned merchandise, we will send you a confirmation email. Once we have established that the returned product(s) has been received in good condition, we will reimburse you for it (excluding the costs for sending your order and return postage) into your bank account as quickly as possible, though the latest within 14 days. We cannot exchange returned products for another size, colour or different item. You should place a new order if you wish to buy another product. If you would like to return a product, send it to:
Rua de Santos Pousada 668
_About my complaints
For us, satisfied customers are of major importance. In case you have any complaints about our products or services, please let us know. We request you to notify us as soon as possible by email. We will do our utmost to solve the problem as soon as possible, in mutual understanding. When notifying us, please also provide your contact details, so we can get in touch.
_Why I need to read your General Terms and Conditions
On all offers, orders and agreements at MUNDANO store, our Terms and Conditions will apply. The acceptance of an offer or the placing of an order implies that the purchaser automatically accepts the stipulations set out in these General Terms and Conditions.
_Do you have any physical store?
Yes, we have our original store since 2005 located in Porto _ PORTUGAL
Visit us If you want, choose order online to pick up in our store or simply say Hello!