Question 1

How does personalisation work?

Accepted Answer

You type the name, date or message on the product page before adding to the cart. After payment you receive an emailed preview of the piece with your personalisation applied. We only produce after you approve — and if you want to change something, you change it then at no cost.

Question 2

Does personalisation cost extra?

Accepted Answer

No. The name, date and message are included in the price you see. Only options that change the product cost extra — a larger size, a special finish or premium wrapping — and all of them are added to the price before you add to the cart.

Question 3

Can I change the personalisation after ordering?

Accepted Answer

Yes, until you approve the preview. After that the piece goes into production and can no longer be changed. If you need to, write to ola@mygu.pt with the order number — we answer on working days, usually in under 4 hours.

Question 4

Do you make pieces that are not in the catalogue?

Accepted Answer

We do, from 1 unit for simple adaptations and from 10 units for pieces designed from scratch. Send the idea and, if you have one, a visual reference to ola@mygu.pt. We reply with a quote and a lead time the same working day.

Question 5

How long does delivery take?

Accepted Answer

Production takes 1 to 4 working days depending on the piece, and CTT shipping adds 1 to 2 working days in mainland Portugal. Every product page shows the production time and a concrete delivery estimate, calculated from the day you are viewing the page.

Question 6

How much is shipping?

Accepted Answer

CTT pickup point €3.50, home delivery €4.90 and registered mail €3.20. Shipping is free from €49 at a pickup point and from €60 to your door. Madeira and the Azores add €4.50, and shipping to Spain and the rest of the EU starts at €9.90.

Question 7

Do you ship straight to the gift recipient?

Accepted Answer

Yes. Enter a delivery address different from the billing address and tick “this is a gift” in the cart: the invoice does not go inside the box, only the card with your handwritten message.

Question 8

Can I track my order?

Accepted Answer

Yes. You get the CTT tracking code by email as soon as the order leaves. Tracking usually updates a few hours after the first scan, so do not worry if it shows nothing at first.

Question 9

Can I return a personalised piece?

Accepted Answer

Pieces made with someone's name, date, photo or message are excluded from the right of withdrawal under article 17 of Portuguese Decree-Law 24/2014. That is precisely why we send the preview before producing. If a piece arrives faulty or different from what you approved, we replace it at no cost.

Question 10

And a piece with no personalisation?

Accepted Answer

You have 30 days to return it with no reason given. Write to ola@mygu.pt, we send the return label and refund to the original payment method within 14 days of receiving the piece.

Question 11

The piece arrived broken. What do I do?

Accepted Answer

Photograph the box and the piece and send them to ola@mygu.pt within 48 hours of delivery. We make it again and ship at no cost, and you do not need to send anything back — the photos settle the carrier claim on our side.

Question 12

How are the decorative pieces made?

Accepted Answer

They are designed from scratch in our studio, made to order and finished by hand — sanded and given a matte or satin varnish, or painted where the piece calls for it. Outdoor pieces use a material suited to outdoor use.

Question 13

Are the candles really soy wax?

Accepted Answer

They are, 100% soy with no paraffin blended in. We use lead-free braided cotton wicks and IFRA phthalate-free fragrances at an 8% load — except the new-mother candle, which is deliberately at 3%.

Question 14

Are the pieces safe for children?

Accepted Answer

The baby line is made from a non-toxic material and finished without solvent-based varnishes. Even so, small pieces are not toys and should not be left within reach of children under 3.

Question 15

Where do the products in the baskets come from?

Accepted Answer

From small Portuguese producers we have visited. Every basket carries a card with the producer's name and the region of each product, and we guarantee a minimum of 6 months' shelf life on everything edible.

Frequently asked questions

Orders and personalisation

Shipping and lead times

Exchanges and returns

Products and materials

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