นิวซาO QUE QUERES
DESCOBRIR?
Nenhuma descoberta corresponde à pesquisa.
ENCOMENDAS SÓ NA PRIMEIRA SEMANA
As encomendas e os envios são feitos apenas durante a janela de abertura — a primeira semana de cada mês.
Durante o resto do mês, podes ir adicionando os teus favoritos à lista de desejos: ficam guardados e são encomendados quando a loja reabrir.
Próxima janela de encomendas
1 de October, 00:00 → 7 de October, 23:59
Questions, answered.
Everything you need to know about the store, the order window, the points, shipping and customs.
The store,
no surprises.
Is there a physical store I can visit?
No — Neuza Mariano is an online store only. The address in the Terms & Conditions is just the fiscal address in Portugal.
All orders are shipped from Koh Lanta, Krabi, Thailand, where the store is based.
How do I place an order?
Watch the 90-second video below for an example purchase, including a discount coupon.
Note: orders can only be placed during the order window — when the state at the top of the site shows ● ABERTO (open). Outside it, the store is in DESCOBRIR (discover) mode and you can browse and save your favourites.
When can I order?
The store works on monthly windows. During the first week of each month the window is ● ABERTO (open) and orders are accepted. The rest of the month it stays in DESCOBRIR (discover).
The current state is always visible at the top of the site and on the homepage, with the countdown to the next window. Subscribe to the newsletter too, to be notified before each opening.
Is it safe to order from the store?
Completely safe. The site uses the latest security technologies and all communication between your device and the site is encrypted (HTTPS).
Is there a minimum order value?
There is no minimum order value. There are several shipping methods, and the cost varies with the order total.
Do you offer cash on delivery?
No — unfortunately that service is not possible from Thailand. However, I give my personal guarantee of delivery or your money back.
The new
rhythm of the store.
What is the order window?
The store now takes orders only during the first week of each month. Outside that week the store is in DESCOBRIR (discover) mode: you can browse the catalogue, save your favourites and calmly prepare your next order.
This rhythm lets every order be prepared and shipped with the care the Thailand selection deserves.
What does DESCOBRIR (discover) mean?
It is the store’s normal state outside the window. You can browse every product, see prices and details, save products to your wishlist and manage your account. Cart and checkout are paused until the window opens.
What does ● ABERTO (open) mean?
The order window is open: you can complete your order normally, use your points and choose your payment method. After it closes, orders are prepared and shipped in order of arrival.
What is the Reserve button for?
In DESCOBRIR (discover) mode, the buy buttons are replaced by Reserve. Reserving saves the product to your wishlist.
When the window opens, just open your wishlist and complete the order. A reservation does not hold separate stock — it helps you plan and not lose the products you liked most.
How do I know when the store is open?
The state is always visible at the top of the site (DESCOBRIR or ● ABERTO) and the homepage shows a countdown to the next window. Contact me or subscribe to the newsletter to be notified before each opening.
Points,
to come back.
How can I see how many points I have?
Log in to your account and open the Points tab at https://neuzamariano.com/en/my-account/meus-pontos/.
How can I redeem my points?
Log in to the store, add products to your cart and, in the cart or checkout window, you will see a message asking whether you want to redeem points on the current order.
Important: log in first, so the system knows how many points you can redeem.
Do points expire?
Yes, points are valid for 4 months from the date they are awarded.
Shipping,
from Thailand to the world.
Where are orders shipped from?
Orders are shipped directly from Koh Lanta island, Thailand. Since the store opened, we have shipped to more than 40 countries worldwide.
How long does delivery take?
- Europe: 12 to 22 working days
- Rest of the world: up to 23 working days
- Madeira and Azores: up to 35 working days, regardless of method
These deadlines count from dispatch, which happens after the window closes.
What shipping methods are available?
All shipments are sent by registered insured mail, to Europe and the rest of the world.
What are the shipping costs to Europe?
Costs are calculated on the order total:
- Up to €29.89: €8.90
- From €29.90: free shipping
And to the rest of the world?
- Fixed cost: €20.00
- Registered insured shipping included
- Delivery: up to 30 working days (average 12 to 25 working days)
What is the order preparation time?
Orders are prepared and dispatched within 48 to 72 hours after payment confirmation, except for delays caused by technical or external reasons, which will be communicated in advance.
Where can I track my order?
Easy: log in to your account, open the Orders tab and click the Track button on the order you want — go to your account orders here.
Alternatively, check your inbox for the “Order shipped” email, which contains the tracking number with a link.
Who delivers the order?
Delivery is made by the national postal services of the destination country (e.g. CTT in Portugal, Correos in Spain, LaPoste in France).
Can I schedule a delivery time or ask them to call before delivering?
Unfortunately no. We use the destination country’s postal operators and they do not schedule deliveries or contact you in advance.
Are there exceptions or expected delays?
During holiday seasons or promotions, deadlines may exceed 45 days due to higher shipment volume.
Delays caused by local postal services or customs authorities are not grounds for a refund.
Customs,
hassle-free.
Do I need to clear customs? Is there any extra cost?
No. The customs clearance process is entirely automatic for store orders. No recipient action is required and there are no extra fees.
The order arrives in the destination country with the customs documentation already prepared and sent to that country’s customs in advance.
I received a CTT SMS about customs clearance. What should I do?
Store orders enjoy an automatic customs regime, with recipient details sent in advance to the destination country’s postal operators (CTT in Portugal).
If you received any letter or message from CTT, contact me via chat so we can check the situation urgently.
Unless you have other orders from outside Portugal, that message is probably a fraud — do not take any action before checking with me. For store orders, always use the email with the tracking number, never an SMS or an email from anyone other than loja@neuzamariano.com.
My tracking is stuck at customs with no movement for several days. Is that normal?
Unless the order was placed more than 45 days ago, then yes, it is normal. Postal operators sometimes have too much traffic, and customs processing — in theory done the same day — in practice takes longer.
Below is an example shipment showing the states your order will go through. Note that the order is always handed to the recipient or a notice is left for collection at your post office. The “NOTIFICATION SENT TO RECIPIENT” status only appears if you linked the tracking number to your CTT account.
How can I get more information about the customs status of my order?
There are two tracking systems at CTT: the object tracking page and the customs clearance portal. To see the specific customs states, add your tracking number to the portal.
Attention: the tracking numbers in the images are only examples, not your order’s. Look for the email with your tracking number from loja@neuzamariano.com.
- 3 to 4 days after receiving the email with the tracking number, click that number — you will be redirected to the CTT tracking page with the current status of your shipment.
- Click Follow this object and you will be sent to the CTT login page. If you do not have an account, register and click the email link again to link the tracking number to your account.
- After login, the tracking number shows Following object — from then on you follow the object with your account.
- As soon as the status changes to a customs-clearing state, a Clear object button appears. You do not need to wait for it: the customs declaration is available internationally 3 to 4 days after dispatch, so you can go to the CTT customs clearance portal and add the tracking number straight away — it will be linked to your details automatically.
- After logging in to the portal, choose Start and, in the popup, enter your tracking number and click Add object.
- Your tracking number is now added and you can follow the shipment throughout the customs process.
Note: this process is neither required nor necessary — it just keeps you up to date on your shipment.
More than 45 days have passed since I ordered and I still have not received it! What should I do?
Contact me as soon as possible via the contact form or the support chat, with your order number.
My order shows as delivered, but I received nothing. What can I do?
Contact me as soon as possible via the contact form or the support chat, with your order number, so we can file a claim with the postal operator.
More than 45 days have passed since dispatch. How can I claim?
In that case, contact me via the Facebook chat so we can check what is happening and sort it out.
Talk to me.
If you did not find the answer, I am here to help — in Portuguese or English.
