Who do you use to ship orders?
For orders to mainland Portugal and the islands we ship with Chronopost. For all other destinations we work with TNT.
How much is the cost of delivery?
When there are no sales going on, we offer free shipping to several European Countries,
like Portugal, Spain, France, Italy, Germany, UK and more. For the rest of the World we have competitive prices. When the sales start, the only country that gets free shipping is Portugal, our home country. You can find out when checking out what types of shipping are available for your location at a specific date.
How long does it take to get my order?
Our deliveries normally take from 3 to 5 week days. For islands and some parts of the world it may take up to 10 week days at the most.
Do you offer a tracking number for the shipment?
Yes. You will be sent a shipping confirmation email as soon as your order has been processed. This email will also contain your tracking number. Then, all you have to do is visit the carrier´s website and track your order.
How do I know when my order has been sent?
You will receive a shipping confirmation email once your order has been shipped. This email will also contain your tracking information.
Can I ask the parcel to be sent to an alternative address or an address that is not registered to my account?
Yes. You can register an alternative address online at your account page, so you can ask the parcel to be shipped to other than your billing address. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address, or to verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details please contact us immediately and we will try to amend them.
Do I have to pay Customs & import charges if I live outside of the EU?
Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.
The local customs in my country are asking for more information regarding the parcel. Can you help?
Each country has its own unique import procedures,which are subject to change. If you have an order held in customs then please contact our customer service team with your order number and tracking number, via email. We will do our very best to help resolve the matter as swiftly as possible.