Frequently Asked Questions (FAQ)

Welcome to the Maison Sênvia Frequently Asked Questions section. We have gathered the answers to the most common questions here so that you can make your purchases with complete confidence and convenience.

1. Orders and Payments

What are the accepted payment methods?

We accept the safest and most convenient payment methods on the market:

Credit and Debit Cards (Visa, Mastercard, American Express)
PayPal
Apple Pay and Google Pay
MB WAY and Multibanco (for customers in Portugal)
Pix (for customers in Brazil)

Is it safe to shop at Maison Sênvia?

Yes, absolutely. Our website uses 256-bit SSL encryption and internationally certified payment processors. Your bank and personal details are 100% protected and are never stored on our servers.

Can I change or cancel my order after payment?

As our preparation and quality control process begins quickly, you have a period of 2 hours after purchase to request any address change or cancellation via email at maisonsenvia@gmail.com.

2. Shipping, Deadlines, and Tracking

What is the delivery time for my order?

Portugal and the European Union: Estimated between 7 to 15 business days after dispatch.
Brazil and international shipping: Estimated between 10 to 20 business days after dispatch.

How can I track my order?

As soon as your order is dispatched, you will receive an automatic email with your individual tracking code and a direct link to track your order's journey in real-time.

Will I have to pay customs duties?

For the European Union: All orders comply with the European VAT system (IOSS), so your order arrives directly at your address without additional customs charges.
For Brazil: Orders comply with local tax requirements (CPF is required at checkout). Any applicable local import taxes are the responsibility of the recipient.

3. Products, Sizes, and Care

How do I know what my ideal size is?

We provide a detailed Size Guide on every product page, with measurements in centimeters for bust, waist, hips, and length. If you are between two sizes, we recommend choosing the larger size for a more comfortable and fluid fit.

Do the pieces look exactly like the photos?

Yes. We perform a rigorous curation of materials, cuts, and finishes to ensure that each piece faithfully corresponds to the editorial images displayed on the site.

4. Exchanges and Returns

How can I return an item if it doesn't fit or I don't like it?

You have up to 14 consecutive days after receiving your order to request a return. Simply send an email to contacto@maisonsenvia.com with your order number, and our team will send you the steps to carry out the return shipping.

Who bears the return shipping costs?

For returns due to personal preference or size, shipping costs are the customer's responsibility. If the item has a manufacturing defect, Maison Sênvia will assume all costs.

How long will it take to receive my refund?

After the receipt and verification of the item at our processing center, the refund is processed within 5 to 10 business days via the same payment method used for the purchase.