PERGUNTAS FREQUENTES

How do I get in touch with We Are Runa?

You can send an email to geral@weareruna.com or click here!

Orders

Where can I place an order?

You can place your order here on our website. After placing the order, you will receive a confirmation email. If you have any questions during the order, contact us and we will help you!

I only want the Poster in Digital format, how will I receive it?

Posters in digital format, after your approval, are sent via email, in the two available formats (A4 and 30x40) so that you can later proceed with printing them.

NOTE: If you want another format than those we offer, please contact us.

How long does it take to produce my order?

After placing your order, we will deliver a sketch to you within a maximum period of 24 working hours. Once the sketch is approved, we begin production of your poster, which takes between 2-4 days. Your order will be sent by CTT Registered as soon as it is ready and it may take up to 48 hours to arrive at your home.

If you only requested the digital format, you will receive the final product in your email as soon as the draft is approved.

How do I cancel my purchase?

Once the product has been packaged and sent to your address, we are unable to retrieve the canceled item. Therefore, we ask that you contact us via email or WhatsApp to formalize your cancellation request.

In cases of cancellations not reported to our call center, 30% of the amount will be deducted for administrative and operational expenses. This fee is also charged in cases where the merchandise is returned by the Post Office when the customer is not at home to receive or collect the product on the date informed by CTT.

We Are Runa is not responsible for NON-RECEPTION or REFUSE of the product.

There are certain situations in which only partial refunds are granted - if applicable:

  • Item with obvious signs of use;
  • Lost packaging and open seals;
  • Item sent with the wrong color or size;
  • Any item that is not in its original condition, is damaged, broken or missing parts for reasons not due to our store's error.

NOTE: If the product is personalized, canceling the order is not permitted. Cancellation of personalized products is only permitted before the sketch is made.

I have already completed the order and forgot to add an accessory, what do I do?

You must contact us as soon as possible so that we can add this accessory to your order before shipping it.

I added a frame to the order I placed. Will I receive the print already in the frame?

Yes, whenever orders have a frame included, the poster is placed inside the frame, after cleaning it. This way, the Poster is better packaged and you don't need to waste time when you receive the painting. Ready to hang!

Is it possible to receive the Poster already wrapped to offer?

Of course! We are happy to do the Poster wrapping for you. Simply select this option when you are customizing your product.

Whether just printed or framed, we will wrap your Poster with kraft paper, a ribbon and a personalized label! See our packages here .

I would like a painting with a specific design. It's possible?

We are happy to make your dream design come true. Tell us what your idea is here and we will get in touch with you as soon as possible.

Payment

What payment methods are available?

Reference Multibanco, Payshop, MB Way, Credit Card (Visa and Mastercard), and Apple Pay

Are my card details saved in the system?

No! We protect your information to provide a seamless, personalized experience across our wide range of products. We only have access to your name, contact details and delivery address.

Where do I access my invoice?

We automatically send the Invoice to your email. If you do not have access, we ask that you contact us via email geral@weareruna.com to request it.

Shipping

How long does it take to receive my order?

The average delivery time is 24 to 48 hours after sending the order, and may take up to 4 business days to be shipped.

How do I track my order?

You can track your order using the tracking code that we automatically send to your email as soon as the order is shipped. You can follow it from leaving the store until arriving at the location indicated at the time of purchase.

How do I change my address?

ATTENTION! If you notice that you entered an incorrect or incomplete address when completing your purchase, we ask that you contact us immediately to avoid problems during delivery.

Note: We do not change a customer's address unless requested to do so.

How is the order packaged?

The printed Posters are carefully folded and placed in a cardboard tube suitable for shipping.

In the case of Posters with frames, they are packaged in plastic film, Styrofoam sheets, 35% recycled bubble wrap, and placed in a cardboard box suitable for shipping, in order to prevent the frame from arriving broken.

Is hand delivery possible?

Our studio is located in Mira, Coimbra. If you wish to pick up the product by hand, select this option at checkout. When your order is ready, we will contact you to arrange delivery!

Do you ship to the Azores and Madeira?

Yes, we ship our products to mainland Portugal and the islands. Delivery time to the Islands may be longer.

My delivery was late. And now?

We do our best to ensure that the product reaches you within the stipulated time. Even so, some factors may cause delay in delivery.

If this happens, we ask that you contact us so that we can investigate what happened.

However, we ask that you be careful when filling out the delivery address details to ensure that you receive the product. We Are Runa is not responsible for any problems arising from incorrect provision of the customer's address.

We can only send a new order or refund if the order is lost on the way, that is, if your product has no tracking updates after 60 days after the shipping date.

What happens to my order if I don't pick it up at the indicated Post Office?

When the object is addressed to a location where there is no home distribution or when attempts to deliver directly to the recipient are unsuccessful, the object will be available for collection at the CTT Post closest to the indicated address, within the period defined by the carrier.

Therefore, if you do not collect the item within the indicated period, your order will be returned to our store. If you want to know more about our Returns and Exchanges Policy, click here .

After sales

How do I request an exchange?

After receiving your order, you will have up to 14 calendar days to make the exchange. After this period, we do not make exchanges!

To make this request, you must contact us directly via email geral@weareruna.com or click here .

Note: in these cases, there is a new delivery deadline.

ATTENTION! We do not exchange items personalized by the customer. If you want to know more about our Terms and Conditions click here .

Can I return a product?

We only accept returns of non-personalized products. If you want to know more about our Return and Exchange Policies click here .

Where can I give my feedback regarding the product I purchased?

You can leave your feedback on the page of the product you purchased, in the "Reviews" section or send us a private message.

Any feedback is important to us in order to improve our work and service!