FAQs

Frequently Asked Questions

1. HOW TO ORDER

1.1. How can I order from your website?

To place an order on our website, please follow these steps:

1 – Add the products you would like to purchase to your shopping cart.

On each product page you will find an “Add to Cart” button.

Click it and the product will automatically be added to your shopping cart.

You can visit other product pages and add the ones you like to your shopping cart.

They will be saved there.

Add to Cart Button

2 – Go to your shopping cart.

On the top right corner of your screen, there is a shopping bag icon, where the red arrow is pointing. Click it and you will be automatically directed to your cart page, where you can review all the items you want to purchase.

Cart Button

3 – Proceed to checkout.

At the end of the shopping cart page, you will find a brown “Checkout” button, where the red arrow is pointing. Click on it and you will be automatically redirected to the checkout page.

Cart Page

4 – If you have a promocode, you can enter it in this page, where the red arrow is pointing.

PromoCode

5 – Enter your contact information.

In this page, you will need to enter your email or mobile phone number, as well as your shipping address. Please be careful when inserting your shipping details, especially the zip/ postal code, so that your order can reach you.

Checkout Page

6 – Click on the brown “Continue to shipping” button, after filling out your information.

Continue to Shipping

7 – Select your desired shipping method.

Shipping Choice

8 – Click on the brown “Continue to payment” button.

Continue to Payment

9 – Choose your desired payment method and insert your details. If you select PayPal, you will be directed to a PayPal page, where you can pay for your purchase.

Payment Method

10 – Finally, click on the brown “Pay Now” button to complete your purchase.

Pay Now Button

1.2. Do I have to pay any extra taxes or fees?

No further taxes are applied. All articles already include any legally required tax in their price, and you will not be billed for any further taxes.

However, please note that depending on your country’s customs regulations, your order may be selected for a customs fee due to further inspection when entering the country.

Nonetheless, this happens on very rare occasions and is entirely up to the customs services.

1.3. Can I ask for an invoice or receipt?

Yes. You will receive a receipt on your email upon ordering. Additionally, you will receive an additional physical invoice with your order. If you require any other invoice documentation, please reach out to us. We are happy to assist you.

2. ACCOUNT

2.1. How can I register?

To register on our website, please visit the following page:

https://store.lojaesperanca.com/account/register

There, you will be prompted to enter your name, email address and desired password. You will receive a confirmation email upon registration.

However, if you do not have an account, upon entering your checkout contact information, an account will be automatically created for you.

2.2. How can I login?

To login, please visit the following page:

https://store.lojaesperanca.com/account/login

There, you will be asked to enter your email address and password. Please insert the information and click on the “Sign In” button.

2.3. How can I see my previous orders?

To see your previous orders, you will need to login on your Loja Esperança account and visit the section “Your orders”. You will then find all the information about your previous purchases.

2.4. How can I change my address?

After an order is already shipped to you, please know that it is not possible to change the address, since it is already in the care of the postal services and out of our hands.

However, if your order has not yet been shipped to you, please send us an email at hi.esperanca@gmail.com and let us know your desired address.

2.5. I cannot remember my password.

If you cannot remember your password, please visit the following page:

https://store.lojaesperanca.com/account/login

There, you will need to click on “Forgot your password?” and insert your email address. You will then receive an email prompting you to reset your password and create a new one.

3. ORDER STATUS

3.1. When will my order be shipped?

Usually, orders are shipped in 1 week or sooner. It depends on the day of the week that Father Carlos is available to be able to bless your purchased articles, before we ship them to you.

Please note that he often has other religious commitments, so some shipments may be slightly delayed.

3.2. How can I track my order?

We provide free 24/7 shipping tracking with all orders. To track your package, please insert your tracking code on the courier’s official website below:

https://www.ctt.pt/feapl_2/app/open/objectSearch/objectSearch.jspx?request_locale=en

To find your tracking number, please refer to the email we sent to you upon order shipment or find it under “my orders” in your Loja Esperança account. If you are having trouble finding it, please contact us at hi.esperanca@gmail.com and we will provide it.

3.3. How can I see the status of my order?

To check the status of your order, you may access your Loja Esperança account and find your order information under “my orders”. Additionally, you may also find 24/7 tracking updates on your order by inserting your tracking code on the courier’s official website below:

https://www.ctt.pt/feapl_2/app/open/objectSearch/objectSearch.jspx?request_locale=en

If you still require more information, please reach out to us by email.

3.4. How can I cancel my order?

If you wish to cancel your order, please reach out to us by email and let us know your order ID or other relevant information, so that we may proceed.

3.5. How can I get a refund on my order?

If you wish to get a refund, please reach out to us by email and let us know your order ID or other relevant information, so that we may proceed.

4. ABOUT LOJA ESPERANÇA

4.1. Where is Loja Esperança located?

Loja Esperança is located in Fatima, Portugal, near the Shrine of Fatima, where the Miracle of the Sun happened in 1917. It was founded in 1994 to honor the Virgin Mary and spread Her holy message all around the world, through the physical store and online website. We aim to provide the best religious gifts, statues, rosaries, jewelry, and all the articles you need in your Catholic life.

4.2. Where are your products made?

All products are made in Fatima, Portugal, handmade by talented Portuguese artisans. They are 100% authentic Portuguese religious articles.

4.3. Are the products blessed?

The products are only blessed after the purchase, before they are shipped to the client, in compliance with the rules stated by the Catholic Church and the Vatican. Our friend Father Carlos, a local priest in Fatima, comes to our store every week and blesses the articles before they are sent to our clients.

5. SHIPPING

5.1. Do you ship to my country?

Yes. We ship to all countries, from our store in Fatima, Portugal.

5.2. How long will it take for my order to arrive?

Please note that the time of arrival of your order depends on your country’s shipping regulation. On average, orders can take up to 2 weeks to arrive to their destination, but on some cases, it may take up to 1 month. However, you have access to your order’s tracking updates at all times.

5.3. Will my order arrive safely?

Yes. We take extra care when packing your order to ensure that all articles are free from any harm during shipping. Your satisfaction means everything to us. Furthermore, as Catholics, it is very important to us to preserve the immaculate state of the religious pieces.

5.4. How much is the shipping cost?

It depends on your order amount and country of shipment. If your order is above EUR 99,00€ approximately USD 115$, shipping is free for all countries.

5.5. How can I track my order?

We provide free 24/7 shipping tracking with all orders. To track your package, please insert your tracking code on the courier’s official website below:

https://www.ctt.pt/feapl_2/app/open/objectSearch/objectSearch.jspx?request_locale=en

5.6. How can I return my order?

If you wish to return your order and get a refund, please reach out to us by email and let us know your order ID or other relevant information, so that we may proceed.

6. PAYMENT

6.1. Are the payments on your website secure?

Yes, all our payments are 100% safe, secure, and protected by standard European consumers’ rights.

6.2. What payment methods do you accept?

We accept all major credit cards (VISA, MasterCard, American Express, Discover, among others) and PayPal.

7. BLESSINGS

7.1. Are the products blessed?

The products are only blessed after purchase, before shipping, in compliance with the rules stated by the Catholic Church and Vatican. Our friend Father Carlos, a local priest in Fatima, comes to our store every week and blesses the articles before they are sent to our clients.

7.2. Can I ask for a product to be blessed?

Yes. As is our promise, all items purchased online are blessed locally before shipping.

8. CONTACT

8.1. How can I get in touch with you?

If you have any other questions or need assistance, you can contact us through any of these channels below. Please consider our working hours from 8 am to 6 pm, Monday through Friday.

Email: hi.esperanca@gmail.com

Facebook:Loja Esperança Facebook Page

Instagram:Loja Esperança Instagram Page