The FAQ's
Check here your questions about shipping and returns of Caról Sá Marta Art products.
Here you will find everything you need to know about our services. If you have any additional questions, please send us a message using the contact form on "Contact".
Website security
HOW FAR IS MY PERSONAL INFORMATION PROTECTED?
Caról Sá Marta Art takes data protection very seriously, so we guarantee that your personal information is protected and will only be shared with other entities that keep your data safe. To find out more about this, see our Privacy Policy.
My orders
MY ORDER IS LATE. WHAT SHOULD I DO?
If you still did not receive your order, 3 working days after the expected delivery date, contact us via email carolsamarta@gmail.com and we will be happy to confirm where the order is.
HOW CAN I FOLLOW MY ORDER?
Once the order is shipped, you will receive an email with the order tracking number and a link to the carrier's website. By clicking on this link, you will be able to follow your order and know exactly where it is at any time. You will also receive notifications from the carrier and you will be able to make changes to the address or to the delivery date.
IS IT POSSIBLE TO CHANGE THE DELIVERY ADDRESS OF AN ORDER?
If the order has not yet been sent by us, contact us by email, through carolsamarta@gmail.com, selecting the subject "Purchase a painting" to make the change internally. If you realize that you have to change the delivery address with the order already on the way, you can make that change directly with the carrier. Just access the link that is sent with the tracking number and inform the new delivery address.
IS IT POSSIBLE TO RESERVE A PRODUCT TO BUY LATER?
It is not possible to make product reservations on the website, for now.
I DID NOT RECEIVE THE ORDER CONFIRMATION EMAIL. WHAT SHOULD I DO?
If you have not yet received the order and payment confirmation email, please check the spam box. If it isn’t there, try to contact your bank and confirm with them if the payment has left your account. If this is confirmed, contact us and send us a proof of the payment . We will do our best to make your order arrive!
THE PRODUCT I AM LOOKING IS NO LONGER AVAILABLE. WHAT SHOULD I DO?
If the product you are looking for is no longer available online, it is most likely out of stock. Each original work is unique and therefore we do not have another one in stock. However, you can always access our webshop, where you can find prints of originals in various formats.
WHAT IS THE FREE RESOLUTION LAW?
According to Decree-Law No. 24/2014 of 14 February 2014, Right of Free Resolution, you have fourteen days to cancel the order you placed with us without penalty (except if it is an order of a customized product). Caról Sá marta art allows you to make a return within 30 days after receiving your order. As long as the product is in perfect conditions, it has not been used and it is in the original packaging. As soon as we receive your return, we will issue you a refund using the same payment method you made your purchase with.
CAN I CANCEL OR CHANGE MY ORDER AFTER PAYMENT?
After payment, it is not possible to cancel your order. You can receive your order and make a return request.
HOW CAN I ORDER A SERVICE?
To order a serviceat carolinasamarta.wixsite.com/fineartanddesign it is necessary that the user has an e-mail account and that his browser is configured to accept cookies and pop-ups, in order to allow the enjoyment of all the navigability conditions of the online store Caról Sá Marta Art.
Placing an order on the Caról Sá Marta Art website is easy:
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Fill out the contact survey in “Contacts”;
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Select the service you are interested in;
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You will receive a confirmation email;
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After that, you will be notified about possible dates to schedule a video call;
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Once a date is picked, we will chat about your project’s goals and needs.
You will receive a confirmation of the date of the video call by email.
Your order is confirmed when you receive an email stating it in your email box.
We suggest that you print the email or download this copy for future reference.
HOW CAN I RECEIVE YOUR INFORMATION BY EMAIL?
To receive our newsletters, simply enter your email address in the field provided for this purpose at the bottom of the home page. When you register and authorize communication via email, you will also receive our newsletters, campaigns and promotions.
HOW CAN I BE SURE THAT MY PURCHASE HAS BEEN COMPLETED?
You will receive an order confirmation email, in the email which you associated your order.
When your order is shipped, you will receive a new email with the carrier's tracking code. With this code you can track the shipment and reception of your order, from our address to the address you provided for the delivery of the order.
CAN I PLACE AN ORDER BY PHONE?
For security reasons, we prefer not to place orders via phone. Since that to place an order you will have to provide us sensitive data - such as credit card data, among others - and we do not want to make mistakes in entering the data. You must place the order on the website carolinasamarta.wixsite.com/fineartanddesign.
However, we are happy to assist you during your purchase. If you have any questions, just contact us by email at carolsamarta@gmail.com or you can fill out our form, available on the contact page.
WILL I RECEIVE AN INVOICE OF MY PURCHASE?
After we send your order, the invoice will be sent directly to the email you provided. If you have not received the email with your invoice, please check your account's spam box. If you still have not received your invoice, contact us by email, through carolsamarta@gmail.com, selecting the subject "Purchase a painting" so that we can send your invoice again.
Shipments
We do not currently ship to non-EU countries, excluding the United States of America and Canada. Deliveries and receptions in Portugal are operated by DPD. In European Union countries by DHL Express (by air) and by DPD (by land). For the United States of America and Canada, deliveries and receptions are operated by UPS.
Deliveries are made from 9 am to 6 pm, on working days. Someone must be at the address indicated to receive the order. This service does not include scheduling or appointment options, so the delivery of the order will be made without prior contact by the carrier. We do not guarantee this term in the periods of promotions, sales, Christmas and stockouts.
For more information, please go to -> Shipping and Returns
Payment methods
WHAT PAYMENT METHODS ARE AVAILABLE?
Currently, Caról Sá Marta Art offers the following payment methods: Wise (previously Transferwise); bank transfer; Paypal me and MBway.
HOW DOES BANK TRANSFER PAYMENTS WORK?
Bank transfers can be made in 3 ways: at bank branches, at ATMs and online.
In the bank
Perhaps the easiest way to make a transfer since you only need to go to a counter at your bank, where you have the guidance of a professional, taking with you proof of identification and the NIB of the account that we will send you via email (or IBAN in the case of international transfers), and request the transfer. However, this option is not always the best since the banks, as a rule, close to the public at 3pm.
At ATM
This method allows you more freedom than bank counters as there is no time limit to access and you don't have to worry about queues. You just need to go to the nearest ATM, with your bank card and the NIB or IBAN of the account that we will send you via email, after selecting the desired option, filling in the requested data.
Online
Of all, this is the most convenient way to make a bank transfer because you don't even have to leave your home or office to do it. You only need a computer with internet access, the active homebanking or netbanking service and access to the service through the motherboard with the contract number and password. Then you just need to select the desired option and fill in the requested data such as the account's NIB or IBAN, which we will send you via email, and send a proof of payment to the email we will provide you.
HOW DOES WISE PLATAFORM PAYMENTS WORK?
To make a payment through Wise, you will first have to create a personal account.
See here how to create an account on Wise ->https://www.youtube.com/watch?v=qGmRv9SMxFw
To make a transfer follow these steps:
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Log in to the Wise platform.
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Click “Send Money” to initiate a transfer.
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Choose from where you want to send the values. It can be from your bank account or from a currency balance stored at Wise (if you have opened it previously)
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Choose the source and destination currency.
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Specify the amount to be sent (The system automatically generates the amount that will be received in the destination country considering the commercial exchange rate on the date.)
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After checking the information, click "Continue"
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Fill in the recipient's information such as name, email and bank details (IBAN for bank accounts in Europe; Account and Routing Number for accounts in the US; to send money from abroad to Brazil you need the CPF of the recipient).
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After confirming the data entered, proceed to the payment window. In it you will select the transfer model to be used. (Note that the fee amount is adjusted according to the chosen model.)
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Click on make payment to receive transfer instructions using your chosen method.
Note: Wise only charges a commission for the service. The amount varies depending on the currency used to send the money .
You can watch this video tutorial to find out how to download : https://www.youtube.com/watch?v=b4bY6eCyK7Y
HOW DOES MBWAY PAYMENTS WORK?
To know how to join Mbway and how to make payments through this platform, please go to this link to find out more -> https://www.mbway.pt/perguntas/enviar-dinheiro/
Note: Mbway service is only available in portuguese.
WHAT ARE THE LIMITS FOR SENDING AND RECEIVING MONEY THROUGH MBWAY?
To know what are the limits for sending and receiving money through Mbway, go to this link to find out more -> https://www.mbway.pt/perguntas/enviar-dinheiro-mb-way/limites-mb-way/
HOW DOES PAYPAL PAYMENTS WORK?
To know how to join paypal and how to make payments through this platform, please go to this link to find out more ->https://www.paypal.com/us/smarthelp/topic/PAYMENTS_AND_TRANSFERS_PER
Note: When choosing to pay by Paypal, the transaction fees and charges applied through the platform will be added to the value of the product/service you have selected.
IS IT SAFE TO BUY AT CARÓL SÁ MARTA ART?
Yes, the website of Caról Sá Marta Art assumes a responsibility commitment towards you, protecting your personal data based on the encryption of data transmission through secure HTTP. On the other hand, we do not store your credit card or account details. In this way, we only have access to information provided by the payment method you used, with or without confirmation of payment.
IN WHICH CURRENCY CAN I MAKE MY PAYMENT?
The currency used depends on the method of payment you choose (with mbway payment is made in euros (€).)
Please note that if your bank account is in a different currency, the exchange rate used to debit your account will be determined automatically by your Bank and not by Caról Sá Marta Art.
Promotional codes
HOW DOES PROMOTIONAL CODES WORKS?
Promotional codes are usually sent via email following any campaign or purchase you have made and cannot be combined with other promotions or campaigns in force. They are valid for one use only and applied when making your order.
I FORGOT TO USE MY PROMOTIONAL CODE. WHAT SHOULD I DO?
If you did not enter the promotional code at the time you made your order, unfortunately, we will not be able to apply it to this order. However, you can use it in the next one.
HOW TO APPLY A PROMOTIONAL CODE?
Promotional codes are assigned to customers through promotional campaigns, giveaways or specific actions with digital influencers. If you received a code it is because you are a very important person to us and we would love that you use it to try or buy our products again. To use the code just enter it in the "promotional code" field, which you can find on the order form. You must use the code exactly as you received it: the letters and numbers and other special characters. If the code is not valid, an error message will be displayed. Just try again if you are sure the code is active.
Exchanges and returns
You have 30 days to exchange or return a product.
However, the product needs to be in perfect conditions: unused and with the original packaging undamaged.
For more information, go to -> Shipping and returns
Customer support
For any doubts or questions you may have, our Customer Support department is available through email carolsamarta@gmail.com or through our contact form under "Contacts".
Purchase Original Paintings
HOW CAN I PURCHASE AN ORIGINAL WORK?
Purchasing “original works” on the Caról Sá Marta Art website is easy:
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first go to our webshop, on the top tab;
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then go to our gallery page;
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select the painting that you are interested in;
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select “purchase this painting”;
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Fill out the form and select the payment option;
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Review your order;
After this, you will receive an email confirming your request, with all the payment information that you need.
Then you may Proceed to payment and confirm the order.
You will receive an order confirmation by email with the carrier's tracking code.
CERTIFICATE OF AUTHENTICITY
All the originals come with a certificate of authenticity, signed and dated by Caról Sá Marta (The artist of the original).
INSURANCE, DUTIES AND TAXES
All originals are fully insured by Caról Sá Marta Art during transit. Taxes are applied according to the country tax for international original purchases.
FRAMING
We do not have framing included on our service, for now.
SHIPPING TIME AND PROCESS
Shipping & Handling will take around 1-3 business days once payment is received for originals (international delivery times may vary due to customs).
Once original is shipped, you will immediately be provided with a tracking number in order to track your crate. A direct signature is required upon arrival.
RETURN POLICY
It is the Customer’s responsibility to inspect Original Artwork upon arrival for any damage. If original(s) are damaged, the customer must notify Caról Sá Marta Art within 24 hours. Any damage reported after 24 hours is the responsibility of the customer and Caról Sá Marta Art is not liable for the damages.
Contact us within 24 hours if there is damaged or missing artwork upon delivery of your order. Contact us by email at carolsamarta@gmail.com
Please Note: We take great pride and professionalism in our art crate building, shipping and handling of all Caról Sá Marta’s originals . Caról Sá Marta also inspects each crate.
We guarantee your original will be handled with the most care and responsibility!