Shipping & returns


The customer may register on the site ( to place an order using the online shop. Registered customers will be able to check the status of their order. Customers who wish not to register may select “Guest Checkout”. Unregistered customers (“Guests”) will not have access to order status and information through the site, but will receive tracking information once their order has shipped. By placing an order the customer accepts the prices and descriptions available for sale.



In the unlikely event of an order not arriving within the deadline indicated by the carrier company, the customer will be asked to provide all necessary documentation in order to file a complaint. Ignae is required to wait for the conclusion of the inquiry made by the carrier company before reshipping or reimbursing the purchase in question. The carrier company is solely responsible for the duration of this process.



We believe you will love our products as much as we do, but if you are unhappy with your purchase and would like to return or exchange part or all of your order, then please contact us at and we will gladly assist you. Simply email and include your order number, reason for the return and photos of the product. Please also include your name, e-mail address and phone number so that we can contact you if necessary.

Items can be returned within 14 days of original purchase date, and must be in the original package and in the same conditions in which they were sold. The cost of the items will be refunded, excluding shipping costs. Shipping costs will be refunded if the return is due to quality issues. Package your return item in the original Ignae packaging to prevent damage in transit. If the product is damaged in transit, no reimbursement will be made.

You will receive an email confirmation once your return is processed. If you chose to return any products to us, we will not be responsible for loss or damage to the products in transit. We therefore recommend that products are returned to us using a reputable delivery service with available tracking. If Products are damaged or lost in transit, Ignae reserves the right to charge you, or deny the refund amounts owed, that are attributable to the loss or damage.

Refunds will be issued via the original method of payment used at purchase.

You can return the product, in original packaging, to the following address:

Rua Aristides Mota nº49 9500-054

Ponta Delgada, Portugal