FAQ

Can I return a personalized product?
As they are made specifically for each customer, personalized products cannot be returned or exchanged, except in the event of a defect or error on our part. Non-personalized products can be returned within 14 days of receiving the order. The customer must return the products in the same condition in which they were received and via registered mail. 

How long does it take for my order to be personalized?
Personalized products are prepared especially for each order. The preparation time is 5 days and the delivery time is 3-4 days. During periods of higher demand, such as Christmas, the timeframes may be slightly longer, but we will inform you on the website and/or social media. 

Where do you ship to?
We ship to mainland Portugal and the islands via CTT, registered mail.

Do you ship to other countries?
We are working to be able to ship to Europe, the USA, and Canada. Not at the moment. 

Are the products handmade?
Our products are personalized and finished individually, making each piece unique. Small differences or variations may exist and are part of the special character of a product made especially for you.

Can I send an order directly to another person?
Of course. Pelican Planet was designed to offer pieces that tell a story. You can send the order directly to the person you wish to surprise.

How should I care for my products?
Care instructions vary depending on the material and product. Always consult the specific instructions when you receive the order. 

Can I change or cancel my order?
If you need to change or cancel an order, contact us as soon as possible. As some products are personalized to order, it may not be possible to make changes once the personalization process has started.

How can I contact you?
We are always available to help. Send us an email at hello@pelicanplanet.com and we will respond as soon as possible.