Shipping & Returns

Procedure:
Delivery of the goods will be carried out by a carefully selected logistics service. Our aim is to make the delivery of your order as regular and convenient as possible. In mainland Portugal, deliveries will be made by CTT within a regular period of 48 hours after confirmation of shipment. For island Portugal or the European Union, delivery will be carried out by a carrier (e.g. DHL) and the delivery time will be informed to the customer. We will contact you if there are any delays or unforeseen circumstances. Transport will be free to any location in mainland Portugal. The products will be delivered to the sidewalk next to the road, at the location closest to your residence as far as the delivery service can drive the vehicle. If you detect any damage or defects in the items upon receipt, please contact our customer service immediately.

Please contact us if you have any questions or special requests regarding the delivery of your order. You can contact us by email or phone – our customer service will be ready to help!

Delivery address:
Your order will be delivered to the address designated by you. This address may differ from the invoice address, allowing you to request delivery to your office, or to the home of a friend or neighbor.

Delivery time:
If the product you ordered is available in stock, shipping will be carried out within a maximum period of 30 working days after we process the payment. Unfortunately, it is not possible to schedule a delivery date in advance.
If there is a stockout that exceeds the delivery time, Luxos Urbanos will contact the customer.

Services available to the customer:

Returns:
Items must be returned within a maximum period of 14 days, with costs and shipping being borne by the customer. It will also be your responsibility to adequately prepare/package the goods for return via express service. Our customer service team will be ready to help you if you have any questions regarding returns.
Custom-made carpets cannot be exchanged.

Packaging and other issues:
Some of our products are sent directly from the producer to the customer on a disposable pallet. The disposal of these pallets - whether made of cardboard or any other material - will be the customer's responsibility. The transport service only collects reusable pallets.
Taking care of shipping quality, our rugs are double-packaged to ensure that the product is not damaged during transport.

For details on shipping costs by country, see the table below: