Frequently Asked Questions

Welcome to the Tsuki Box FAQ! Here you'll find answers to the most common questions about our handmade products. Can't find what you're looking for? Get in touch, we're happy to help!

Our Candles & Products

De que são feitas as vossas velas?

Our candles are handmade in Portugal using a blend of soy and coconut wax, premium fragrance oils, and cotton or wooden wicks. Each piece is carefully crafted in small batches to ensure consistent quality.

Are your candles safe to use at home?

Yes! Our candles comply with EU safety standards (EN 15493). Always burn on a heat-resistant surface, trim the wick to 5mm before each use, keep away from children and pets, and never leave a burning candle unattended.

How long do your candles burn?

Burn times vary by size and are listed on each product page. To maximise burn time, allow the wax to melt fully to the edges on the first burn.

Os seus produtos possuem alguma certificação?

Our candles are made in compliance with EU cosmetic and safety regulations. Fragrance oils used are IFRA-compliant.

Do you offer gift wrapping?

All our gift boxes come beautifully presented. If you'd like a personalised message included, simply add it at checkout.

Orders & Shipping

How long does it take to process my order?

Most orders are processed within 5 business days. Personalised products may take up to 10 business days. Bulk event favours may take longer depending on quantity and complexity.

Do you ship internationally?

Yes! We ship worldwide from Portugal via CTT. Delivery times and rates vary by destination. See our full Shipping Information page for details.

Will I receive a tracking number?

Yes. All orders are shipped with tracking. You'll receive your tracking number by email once your order has been dispatched.

When do delivery times start counting?

Carrier delivery times begin after dispatch, not from the moment of purchase. Please allow the full processing time before your order ships.

Oferecem transporte gratuito?

Yes! Free shipping thresholds vary by destination. Check our Shipping Information page for the threshold that applies to your country.

What if my address is incorrect?

Please double-check your address before placing your order. If an order is returned due to an incorrect address, a new shipping fee will apply for redelivery.

Personalization

Can I customize my order?

Absolutely! Most of our products can be personalised with names, dates, initials, or dedications. Simply add your details at checkout or contact us before ordering for more complex requests.

Can I choose the colour or scent?

Sim, muitos dos nossos produtos estão disponíveis em diferentes cores e aromas. As opções estão listadas em cada página de produto. Se desejar algo específico que não esteja listado, entre em contacto connosco e faremos o nosso melhor para o ajudar.

Are personalized items eligible for return?

Unfortunately, personalised products cannot be returned unless they arrive damaged or defective. Please review your personalisation details carefully before placing your order.

Can I order in bulk for an event?

Yes! We love working on wedding, christening, and event favours. Contact us for a custom quote and we'll guide you through the process.

Returns & Refunds

Qual é a sua política de devolução?

You may return non-personalised items within 15 days of receiving your order, provided they are in perfect condition and in their original packaging. Return shipping costs are the customer's responsibility.

Que artigos não podem ser devolvidos?

Personalised products, hygiene items without their original seal, and items showing signs of use cannot be returned.

How do I request a return?

Contact us at hello@tsukigiftbox.com and we'll guide you through the process. Once your return is approved, a refund will be issued via your original payment method.

My order arrived damaged. What should I do?

We're so sorry to hear that! Please contact us within 48 hours of receiving your order with photos of the damage and we'll make it right as quickly as possible.

Payments & VAT

What payment methods do you accept?

We accept all major credit and debit cards, as well as other payment methods available at checkout (such as MBWay, Multibanco, PayPal, Apple Pay, and Google Pay, where applicable).

Do you offer buy now, pay later?

Yes! We offer installment payments through Klarna at checkout. You can split your purchase into interest-free payments, simply select Klarna as your payment method when checking out.

Do I need to pay customs or import duties?

Orders shipped within the EU are not subject to customs duties. For orders outside the EU, customs fees may apply depending on your country's regulations. These charges are the responsibility of the buyer.

Why is VAT charged on my order?

As a Portuguese business, we are required to charge VAT on orders within the EU. The VAT rate applied depends on the product type and your country of residence. All prices displayed already include VAT.

I'm a VAT-registered business in the EU, can I purchase without VAT?

Yes! If you're a VAT-registered business within the EU, you can enter your VAT number at checkout to have VAT removed from your order. Please ensure your VAT number is valid and matches your registered business details. If you need assistance, contact us at hello@tsukigiftbox.com.

Do you sell wholesale or for resale?

Our products are available for wholesale through Faire. If you're a retailer interested in stocking TsukiBox products, visit our Faire page and place your first order with exclusive introductory terms.

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