Shipping & returns

Frequently Asked Questions

SHIPPING

We are a European independent brand based in Lisbon, Portugal.

If the product you ordered is in stock it will be shipped no later than two days after purchase by our shipping partners BATCH LOGISTICS. The carrier would be BATCH (Lisbon), CTT Expresso (Portugal & Spain) or DHL GoGreen Express International (carbon-neutral) for all other countries. Please bear in mind that our products are all handmade and our team works really hard to ship all orders as soon as possible but delays can happen.

You will receive an automatic email with your tracking number as soon as your order leaves our facilities. Give it some hours before check it - it may not appear immediately on the system.

If you didn't receive your product in the estimated time please and email us.

Shipping Costs

Portugal – 4,75€ (2 Business days)

Portugal Islands - 6.5€ (3 Business days)

Portugal same day - 6€

Portugal express 2h (Lisbon area) - 8€

Spain – 6,5€ (1-3 Business days)

UE - 15€ (2-4 Business days)

UE Express (DHL GOGREEN) - 25€ (1-2 Business days)

REST OF THE WORLD

DHL GOGREEN EXPRESS INTERNATIONAL (carbon-neutral) - 25€ (1-3 Business days)

We currently do not offer pre-paid duties and taxes so please be aware that if your shipping address is non-EU it could incur customs charges.

EXCHANGE A PRODUCT

Please note that all online purchases must be exchanged by the process below. Our retailers will not accept exchanges.

1. STEP ONE

If you wish to exchange any item bought at Conscious, please contact us by email within 7 days after receiving the goods.

Please note that we can only accept exchanges or returns of products that are still in the original conditions.

Please use the original package we have sent, there's no need to produce more waste :)

2. STEP TWO

The customer must bear the shipping costs when shipping the package back and our shop can not be responsible for eventual losses in this process. If the goods are lost in the process no exchange or return will be placed. To be safe the package should be sent by registered mail to our address (provided by email).

Our shop will not pay any taxes or customs fees for the returning items. However, we will support the cost of postage in case of an error from our side (mistaken or damaged product).

3. STEP THREE

The customer must inform us by email of the new product/color/size desired.

About our exchanges timings:

- If the product you desire is in stock by the time your package arrives at our facilities the exchange will be processed within max 5 working days. You will receive a shipping confirmation with your new tracking number by email as soon as it leaves our facilities.

- If the product you desire is out of stock by the time your package arrives at our facilities the exchange will be processed as soon as we get the item back in stock (all exchanges have stock priority). The timing then depends on the production line and it usually ranges between 3 and 10 working days (please be aware that delays in production can happen). You will receive a shipping confirmation with your new tracking number by email as soon as it leaves our facilities.

We offer the cost of the shipping of your 1st exchange (you have to pay the shipping of sending the products back to us).

RETURNS

1. STEP ONE

If you wish to return any item bought at Conscious, please contact us by email within 7 days after receiving the goods.

Please note that we can only accept returns of products that are still in the original conditions.

Please use the original package we have sent, there's no need to produce more waste :)

2. STEP TWO

Our shop will not pay any taxes or customs fees for the returning items. However, we will support the cost of postage in case of an error from our side (mistaken or damaged product).

The money will be returned in the same payment method you have used in a maximum of 30 days.*