Frequently Asked Questions

Orders and customisation

How does customisation work?
Each piece is made from scratch for you. You choose the product, the name or text, the colour and the size. We produce it in our workshop in Coimbra and ship it directly to your home.

Can I request a colour that is not listed?
Yes. Send us a message with the colour reference you are looking for and we will confirm availability. We work with over 30 shades of PLA.

How long does production take?
1-2 business days. Each piece is produced individually, without stock. During busy periods we may let you know before confirming the order.

Can I change my order after confirming?
Yes, as long as production has not started yet. Contact us as soon as possible at service@lowpoli.com.

Shipping

How much does shipping cost?
Free shipping in mainland Portugal, with no minimum order. For the Azores and Madeira, contact us for an estimate.

How long until I receive it?
Production takes 1-2 business days, plus CTT shipping of 1-2 business days. In general you receive your order 2 to 4 business days after purchase.

Do you ship outside Portugal?
Yes, we ship across Europe. Costs and delivery times vary by destination. Contact us for an estimate before ordering.

Returns and damages

Can I return a piece if I change my mind?
No. The pieces are personalised and made from scratch for you, so we cannot resell them. This exception to the right of withdrawal is set out in Portuguese law (Decree-Law 24/2014, art. 17).

What if the piece arrives damaged or defective?
You have 14 days after delivery to let us know, with photos, at service@lowpoli.com. We will replace or refund. For manufacturing defects, the legal conformity guarantee applies (Decree-Law 84/2021).

Products and material

What is PLA?
PLA (polylactic acid) is a plant-based polymer made from corn starch or sugarcane. It is durable, lightweight, with a texture similar to matte ceramic. No harsh chemicals.

Are the pieces durable?
Yes. PLA is a solid, long-lasting material for indoor use. We recommend avoiding prolonged direct sun exposure and temperatures above 50°C.

How do I clean the pieces?
With a damp cloth. Do not use abrasive products or immerse in water.