Where we ship, what it costs, how long it takes.

What shipping costs

Standard shipping is a flat rate wherever you are. There is no weight calculation and no surcharge that appears later. Free shipping starts at a different order value by region, because getting a parcel to Lisbon and to Sydney do not cost the same thing.

This table is generated from our live shipping configuration, so it is the same set of rates the checkout uses — it cannot fall out of date. European Zone covers EU member states, the United Kingdom, Switzerland, Norway and the wider region. Everywhere else includes Australia.

All prices on this site are in euros and include VAT. Shipping is added at checkout and shown before you pay.

Where we ship

Our established markets are Europe including the United Kingdom, the United States, Canada and Australia. We accept orders to most other destinations as well.

The reliable test is your own address: enter it at checkout, and if a shipping option appears, we ship there. If none does, write to us before assuming we cannot — some destinations we arrange individually.

How long it takes

Two things determine this: how long we take to get the parcel out of the door, and how long the carrier takes to bring it to yours.

• Processing — stock items are picked and dispatched within 1 to 3 working days of payment clearing. During sale periods and before holidays this can stretch, and we would rather say so than pretend otherwise.
• Transit within Europe — goods ship from our warehouses in Portugal or Milan and stay inside the EU, so there is no customs stage and delivery is quickest.
• Transit to the US, Canada and Australia — longer, and the parcel must clear customs on arrival. Customs is the variable, not the flight.
• Made to measure — produced after you order, so it works to a different timescale. We quote a realistic lead time in writing before you commit, and never a date we expect to miss.

Where an order is genuinely urgent we can sometimes ship direct from the factory rather than through a warehouse. Ask before ordering if timing matters more than anything else.

These are estimates based on the carrier and the destination, not guarantees. What is not an estimate: we will deliver within 30 days of accepting your order unless we have agreed a longer period with you, and if we miss that and a later date does not suit, you can cancel for a full refund. That is your right under the terms, and it applies whatever the carrier says.

Tracking your parcel

When your order is dispatched we email a tracking link. You can also look it up yourself on the order status page using your order number and the email address you ordered with.

Two things that look wrong but are normal: tracking can take 24 to 48 hours to start showing movement after dispatch, and it often sits unchanged for several days while a parcel is in customs. Neither means the parcel is lost.

If tracking has genuinely stalled, tell us with your order number. We can open an enquiry with the carrier, which as the sender we can do and you generally cannot.

Customs, duty and import tax

Inside the EU there is nothing to pay on arrival. The price you paid is the whole price.

Outside the EU — including the United Kingdom, the United States, Canada and Australia — your country may charge import duty, local sales tax or a customs handling fee when the parcel arrives. These are set by your government, are payable by you, and we can neither calculate nor absorb them. Your local customs office can tell you what applies before you order.

We declare goods accurately at their real value. We will not mark a parcel as a gift or under-declare it: that is customs fraud, it exposes you rather than us, and it voids the carrier’s insurance if the parcel goes missing.

Business customers in the EU outside Portugal can enter a valid VAT number at checkout and be invoiced without Portuguese IVA under the reverse charge.

Getting the address right

Please check the delivery address before you pay. An incomplete or mistyped address is the most common cause of a parcel going astray, and once it is with the carrier our options narrow considerably.

• Before dispatch we can usually change it — email us straight away.
• After dispatch it depends on the carrier. Many let the recipient redirect from the tracking page, which is faster than going through us.
• A parcel returned to us because the address was wrong can be reshipped, but shipping is payable again.
• You can ship to a different address from your billing address. Be aware that a mismatch sometimes triggers your bank’s fraud checks.

Nobody home, and missing parcels

Carriers normally try again or leave the parcel at a local pickup point and notify you. Unclaimed parcels eventually come back to us; we will then contact you to arrange reshipment or refund you.

If a parcel is confirmed lost in transit, that is our problem and not yours. Risk stays with us until you take physical possession of the goods, so we will replace or refund. What we ask is that you tell us reasonably promptly so we can claim against the carrier within their window.

If a parcel arrives damaged, photograph the box before opening it if you can, then the contents, and send both to us. Do not return anything before speaking to us — we cover the postage on damaged goods and will arrange it.

Sending something back

Returns are handled separately and in full on the refund and returns policy page, including the 14-day withdrawal right, who pays return postage, and how to mark a parcel coming back from outside the EU so it does not attract a second charge.

Questions about a delivery