HOW MUCH ARE THE SHIPPING COSTS?
Shipping to Portugal (mainland or islands) will cost up to 3€ (cost displayed at check-out).
The shipping costs for international orders is also displayed at check-out, but varies depending on the country of destination.
In both cases, the fees cover the cost of shipping and transportation per order and you will pay only this amount, regardless of the number of packages we send you.
HOW IS THE DELIVERY MADE?
All orders received (validated payment) until 12:00 p.m. will be shipped on the same day. Orders received after that will be shipped on the following day. These delivery deadlines do not include weekends and public holidays, in which case orders will all be dispatched on the following business day.
Orders for the islands of Madeira and the Azores will be shipped via CTT via Correio Verde service (delivery forecast: 5 business days after shipment).
Mainland Portugal and international orders will be dispatched via DHL, directly to the registered delivery address. Depending on the destination, this service is expected to deliver between 1 to 5 days business days after shipment.
Your order must be signed upon delivery. Therefore, we suggest that you make sure that there is someone to receive the order at the provided delivery address (you can provide your office address, for example).
DHL makes two delivery attempts. After the first attempt, and if the customer is not at the provided address, a delivery notice is left. You can then contact DHL to schedule a new delivery. We emphasize that after two unsuccessful delivery attempts the order will be returned to our warehouse.
WHY HASN'T MY ORDER ARRIVED?
If your order has not yet arrived and the delivery date has expired, we are ready to assist you. First of all, we recommend that you:
- check your Dashboard to confirm that the shipping address and contact information are correct;
- re-read the email from DHL carrier's e-mail and, with the shipment number on that email, check the carrier's website to confirm if the order has been delivered or not;
- confirm that you have received an e-mail or attempted delivery notice from our carrier (your order may be awaiting withdrawal from the delivery depot, or you may have to schedule a new delivery);
If you still cannot find your order, please contact us here, referring the order number. We will respond to your request within 24 hours (except weekends and holidays, in which cases your request will be addressed on the following business day) and we will do our best to locate your order without delay. If we cannot find it, we will either reissue the same products or refund the missing products.
WILL I HAVE TO PAY ANY CUSTOMS FEES?
All customs or import taxes are collected as soon as the order enters the destination country and will have to be paid by the recipient. Unfortunately, we do not have any control over these taxes/fees and we cannot inform you of its cost because customs policies and import taxes vary from country to country. Contact your local customs office to find out the customs fees that may apply before ordering, so you will not be surprised by any unexpected fees.
If you need any additional support, please contact our Customer Service here with as much information as possible about the problem you encountered, and we will try to resolve it as soon as possible. You can also reach out by phone at 00351 226 166 264 - Monday through Friday: 10:00 a.m. to 12:00 p.m.//3:00 p.m. to 5:00 p.m. (WEST).