About the Products
Are the products handmade?
Yes. All Kindly by Eva Caipiro pieces are handmade, one by one, with care and attention to detail. We value slow and intentional craftsmanship, respecting the time of each creation.
What is jesmonite?
Jesmonite is an eco-friendly, water-based material known for its durability, lightness, and elegant finish. It’s a sustainable alternative to cement, plaster, or resin — perfect for decorative objects.
Can colours or textures vary?
Yes, and that’s exactly what makes each piece special. As they are handmade, slight variations in colour, texture, or size may occur — a reflection of their authentic, handcrafted nature.
Are the candles made with natural wax?
Yes. We only use 100% plant-based, natural waxes — no paraffin. Our candles are healthier, more sustainable, and burn cleaner.
Do the products have fragrance?
Our candles are always scented.
Are the fragrances vegan and cruelty-free?
Yes. All the scents we use are vegan, cruelty-free, and made with certified, safe ingredients for home use.
How should I care for jesmonite pieces?
Clean gently with a dry or slightly damp cloth. Avoid prolonged contact with water, oils, or pigmented substances. Not dishwasher safe.
Custom Orders & Gifts
Can I request a custom product?
Yes, we welcome custom requests whenever possible. If you have a specific idea — whether it's a colour, scent, or a special message — get in touch with us and we’ll do our best to bring your vision to life.
Can I send an order as a gift?
Absolutely! You can send your order directly to another address as a gift. We don’t include printed invoices, and all packaging is thoughtful and delicate — perfect for gifting.
Can I include a personalised message?
Yes. Just leave your message in the order notes and we’ll be happy to include it handwritten on a Kindly card. A special touch for someone you care about.
Shipping
Which countries do you ship to?
We currently ship to Portugal (mainland and islands), the European Union, the United Kingdom, Switzerland, the United States, Canada, and Brazil. If your country isn’t listed, get in touch with us — we’ll do our best to help.
How much is shipping?
Shipping costs depend on your country and the shipping method selected. You can see the exact costs at checkout before completing your order.
Is there free shipping?
Yes! We offer free shipping for orders above a certain amount, depending on the destination. Check our updated rates on the Shipping page or directly in your cart.
How can I track my order?
Once your order is shipped, you’ll receive a confirmation email with a tracking number. You’ll be able to follow the delivery in real time via the carrier’s platform.
What happens if I’m not home during delivery?
If you’re unavailable at the time of delivery, the courier will try again or leave instructions to pick up your parcel at a nearby collection point. Make sure your contact and address details are correct to avoid any issues.
Payments
Which payment methods do you accept?
We accept payments via credit or debit card (Visa, Mastercard), MB Way, PayPal, and other secure options available at checkout.
Can I pay with MB Way or PayPal?
Yes! You can select MB Way or PayPal as your preferred method during checkout.
Is it safe to pay on your website?
Absolutely. All transactions are encrypted using secure SSL protocols and processed through trusted payment providers. We do not have direct access to your card data.
Will I receive an invoice?
Yes. After your order is confirmed, you’ll receive an email with your receipt and invoice details. If you need a tax number (NIF) included, just fill in that field during checkout.
Returns & Exchanges
Can I return or exchange an item?
Yes. We accept returns of non-personalised items within 14 days of delivery, provided they’re in perfect condition. Return shipping costs are the customer’s responsibility. To begin a return, contact us with your order number.
Can I return a personalised item?
Unfortunately, we can’t accept returns of personalised products, as they’re made especially for you. However, if there’s an issue with your order, we’re always here to help.
What if my product arrives damaged?
Despite our careful packaging, if your item arrives damaged, please contact us within 48 hours with photos of the product and packaging. We’ll review the case and offer a solution as quickly as possible.
How can I make a complaint?
You can contact us by email or through our contact form. We take your feedback seriously and will do our best to resolve any issue with care and efficiency.
Other Information
Do you have a physical store?
Kindly by Eva Caipiro is currently an online-only brand. We create everything from our small studio and ship worldwide with care.
How quickly do you respond to messages?
We respond with care within 48 business hours. If you contact us outside our hours or on the weekend, we’ll get back to you on the next working day.
How can I reach you?
You can message us via the contact form on our website or email us at kindlybyevacaipiro@gmail.com. We’re always nearby to help.