FAQ - Frequently Asked Questions

1. General questions

Who is behind this shop?

My name is Helena and I am the founder of saudade berlin lisboa. After having to close my physical store in Berlin in 2024, I took the opportunity to start a new chapter. I moved back to my home country, Portugal, and launched my online shop from there.
In October 2025, I fulfilled another personal dream by opening a small store called CASABLANCA in São Pedro do Estoril, about 30 km from Lisbon.

Is there a physical store?

Yes. Since October 2025, saudade berlin lisboa has once again had a physical store – this time in São Pedro do Estoril, around 30 km from Lisbon, Portugal.

It´s called CASABLANCA and is here: https://maps.app.goo.gl/1jzXuaAowbwZu5EA7

I closed the store in Berlin Prenzlauer Berg in August 2024, which meant that saudade berlin lisboa was exclusively online for a period of time.

Are the products sustainably or fairly produced?

The products come from Portuguese manufacturers and factories that maintain traditional and sustainable production methods. I know most of the manufacturers personally and have visited their workshops and factories.

By this I mean the Burel Factory, Ecolã, Fábrica Alentejana de Lanifícios, the ceramics workshops near Leiria and in the Alentejo.

I haven't been to Tomelo Cleo personally yet, but all the information about the production can be found on their website.

The carpets are a recycled product because they are made from textile waste from textile factories.

With the exception of the magnetic soap holders Soapi, which come from Germany and are also a recycled product, all products are made in Portugal.

For more detailed information on sustainability and fair production, you can contact the manufacturers directly.

2. Order & Payment

Which payment methods are accepted?

I accept the following payment methods:

  • Credit card (Visa, MasterCard, American Express)
  • PayPal
  • Klarna
  • Instant bank transfer
  • Apple Pay / Google Pay

Can I change or cancel my order later?

Orders can be canceled or changed within 24 hours of being placed. Please contact me immediately at mail@saudadeshop.de, and we'll work together to find a suitable solution.

Is there a minimum order value?

No – there is no minimum order value.

3. Shipping & Delivery

How long does shipping take?

The delivery time is usually:

  • Domestic Portugal: 1-3 working days
  • EU: 5-7 working days
  • International: 7-10 business days

How much are the shipping costs?

Since I now live in Portugal again, I ship the goods from Portugal:

  • Within Portugal : flat rate 4.90 €
  • To the EU : flat rate 5.90 € – from an order value of 85 € the shipping is free
  • International (outside the EU) : flat rate €8.90

All shipments are reliable and traceable.

Occasionally I send out a discount code for free shipping via the newsletter – so it's worth joining!

Which shipping service provider is used for shipping?

We ship with DPD from Portugal.

Can I track my order?

Yes! Once your order has been shipped, you will receive a shipping confirmation with a tracking number. You can track your shipment number via this website:

https://tracking.dpd.de/status/en_US/404

4. Returns & Exchanges

Can I return items?

Yes, you can return items within 14 days of receipt.

How does the return work?

  1. Send an email to mail@saudadeshop.de with your order number.
  2. Please pack the item securely, preferably in the same way you received it, and if you have any questions, please feel free to write to me.
  3. Send the article to: Helena Fuertes, Rua Nunes dos Santos Lote C, 1st DTO, 2765-546 São Pedro do Estoril, Portugal.
  4. After checking the goods, we will refund you the purchase amount.

Who bears the costs for the return shipment?

If you wish to return an item, you will be responsible for the return shipping costs. I recommend choosing a shipping method with tracking so you can keep track of the status of your return at all times.

If you have any questions or need support, I'm here to help. Just get in touch – I'd be happy to help!

5. Customer account & data protection

Do I need to create an account to order?

No, you do not need to create a customer account to place an order.

Is my data safe?

Yes! We treat your data confidentially and do not share it with third parties. Learn more in our privacy policy .

6. Contact & Support

How can I reach you?

You can reach me at mail@saudadeshop.de and you can write to me in German, English, Portuguese or Spanish.

When is your customer service available?

Anytime.

If you have any further questions, please feel free to contact me!