Shipping policy

SHIPPING POLICY

Last updated: August 13, 2026

1. Shipping Carrier

All orders from CeNa Personalized Creations are shipped using CTT – Correios de Portugal.

Depending on the destination and shipping service selected, CTT may provide tracking information for your order. When tracking is available, it will be provided after the order has been dispatched.

2. Processing and Production Time

Many of our products are personalized and made to order. The estimated production or processing time is indicated on the relevant product page whenever applicable.

Please note that production time is separate from shipping time.

For example, if an item requires 3–5 business days to produce and shipping takes an estimated 2–4 business days, the total delivery time may be approximately 5–9 business days.

Production times may be longer during periods of high demand, holidays or circumstances beyond our reasonable control.

3. Shipping Destinations

We ship from Portugal using CTT. Available destinations and shipping options will be displayed at checkout based on the delivery address provided.

Shipping availability may vary depending on the destination and the type of product ordered.

4. Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please carefully check your full name, street and house number, apartment/floor/door where applicable, postal code, city and country.

CeNa Personalized Creations is not responsible for delays or failed deliveries caused by an incorrect, incomplete or outdated address provided by the customer.

If an order is returned to us because the delivery address was incorrect or incomplete, additional shipping costs may apply if the customer requests a new shipment.

5. Tracking

When a tracked CTT service is used, tracking information will be provided after the order has been dispatched.

Please allow some time for tracking information to become available after the parcel has been handed over to CTT.

Customers can use the tracking information provided to monitor the shipment through the CTT tracking service.

6. Delivery Delays

Delivery estimates are provided for guidance and are not guaranteed delivery dates.

Delays may occur due to circumstances outside our reasonable control, including CTT operational delays, postal network disruptions, strikes, adverse weather, public holidays, customs procedures, incorrect delivery information, exceptionally high shipping volumes or other circumstances affecting the postal service.

If your order is significantly delayed, please contact us and we will assist you in checking its status with CTT where possible.

7. Lost or Missing Packages

If your tracking information indicates that your parcel has been delivered but you have not received it, please first check with other members of your household, neighbours, your building's reception or mail area, and your local CTT service.

If you still cannot locate the parcel, please contact us with your order number. We will provide reasonable assistance in investigating the shipment with CTT where applicable.

8. Damaged Packages

If your order arrives visibly damaged, please take clear photographs of the external packaging, shipping label, damaged packaging and product.

Contact us as soon as reasonably possible with your order number and photographs so that we can assess the situation and determine the appropriate solution.

Nothing in this policy limits or excludes any statutory consumer rights regarding defective, damaged or non-conforming products.

9. International Orders

For orders shipped outside Portugal, delivery times may vary depending on the destination.

For destinations outside the European Union, the customer may be responsible for customs duties, import taxes, customs clearance fees and other charges imposed by the destination country.

These charges are not controlled by CeNa Personalized Creations and are generally not included in the product price or shipping cost unless expressly stated at checkout.

Customers are responsible for complying with the import requirements applicable in their country.

10. Personalized Products and Shipping

Because many CeNa products are personalized and made to order, please make sure that all personalization details and delivery information are correct before completing your purchase.

An incorrect delivery address may result in the parcel being returned to us.

An incorrect personalization may require a new product to be produced.

Where a problem is caused by information incorrectly provided by the customer, additional production or shipping costs may apply, subject always to applicable consumer law.

11. Returned Shipments

If a parcel is returned to CeNa Personalized Creations by CTT because the address was incorrect or incomplete, the parcel was not collected, delivery was refused, or another circumstance attributable to the recipient prevented delivery, we will contact the customer where possible.

If the customer requests a new shipment, additional shipping charges may apply.

For personalized products, any applicable rights will be assessed according to the circumstances and applicable law.

12. Shipping Costs

Shipping costs are calculated and displayed during checkout based on the delivery destination, shipping method and order details.

The final shipping cost applicable to your order will be shown before you complete your purchase.

13. Contact Us

CeNa Personalized Creations

Rua da Corujeira, 474, 3.º Direito

4300-150 Porto, Portugal

NIF: 315 020 199

Email: nathalia_costa_neves@hotmail.com

Please include your order number whenever contacting us about an existing order.