Shipping Policy

Shipping Policy

1. Delivery Service

Orders are dispatched via the Correos Express carrier, with deliveries expected within 24 to 72 business hours, depending on the destination. After shipping, the customer will receive an email or SMS with the order tracking number.

Deliveries are made on business days. If the recipient is absent, a new delivery attempt will be made or a nearby store/collection point may be indicated.

 

2. Delivery time

  • Mainland Portugal: 1 to 2 business days after shipping.
  • Islands and remote areas: up to 3 business days.

 

3. Digital proof of delivery

Correos Express uses an electronic proof of delivery system:

  • The customer signs on a device or provides a PIN code upon delivery.
  • This constitutes legal proof of delivery — the carrier and the store consider the package to be successfully delivered if a signature or PIN is entered.

 

4. Absence in Delivery

If the customer is absent on the first delivery attempt:

  • A second attempt will be made automatically.
  • If delivery is not possible, the order will be returned to the sender.

 

5. Damaged Order

If the order arrives damaged, the customer must:

  • Note the damage on the delivery note, if visible.
  • Photograph the packaging and the damaged product.
  • Please contact us within 6 calendar days of delivery.

After this period, the carrier and the store reserve the right not to accept the claim.

 

6. Order Not Delivered / Lost

If the order is not delivered within the estimated time, the customer must:

  • Please contact us no later than 30 days after the estimated delivery date.

·        An investigation will be opened with Correos Express.

After this period, it may not be possible to initiate the investigation or compensation process.

 

7. Limitations of Liability

Liability for loss, damage or delay is limited to the value of the transport insurance included.

If you wish to purchase additional insurance for declared value, you must request it before finalizing the order. The cost is 1.5% of the value of the merchandise, with a minimum of R$10.

 

8. Reshipment and Returns due to Delivery Failure

Orders not delivered due to:

  • Incorrect address,
  • Absence of the recipient in both attempts,
  • Failure to collect from collection point within the deadline,

... will be returned to the sender. The cost of return and possible reshipment will be borne by the customer.

 

9. Complaints

Complaints must be submitted in writing to our customer service department, with appropriate evidence (e.g. photographs, order number).