Terms of Service
Shipping Policy
Shipments
After your order has been processed, it will be handed over to a shipping company, which will deliver it as quickly as possible to the address you provided, with complete security. You will simultaneously receive an email with the order tracking code (priority mail, without insurance) and the other information you need to track the delivery.
Delivery Information
Our deliveries are made during local postal service business hours and are guaranteed by CTT (Portuguese postal service) via priority mail. To ensure immediate delivery, someone must be present to receive the package.
Shipping Costs
To find out the estimated shipping costs for your order, you can simulate the purchase in your shopping cart, as expenses associated with your order. For customers residing outside the European Union, customs duties may apply, which are the responsibility of the consumer.
There are destinations to which, due to their geographical characteristics, we are not yet able to ship orders. We apologize for not being able to meet your expectations. We promise to quickly find efficient and effective solutions that will allow us to reach you.
Damaged Orders
Before shipping, our products are carefully inspected to ensure their high quality standards.
However, it is the customer's responsibility to check the quantity and condition of the products upon delivery. If your order clearly shows signs of damage or leakage, or if you detect any defects or missing items, we ask that you refuse the order and request that the carrier return it with this indication.
You should alert or file a complaint with the carrier, as well as inform Porta-19 by email within 7 days of delivery so that we can find the best solution.
Returns and Exchanges
Exchanges and returns are accepted within 14 days of receiving the order. The customer is responsible for shipping costs in the event of a return or exchange. If the product(s) are not returned in their original condition, the customer is responsible for any loss in value.
If the order is customized and/or made-to-order, exchanges or returns are not accepted, unless the item is damaged, in which case the customer must immediately contact Porta-19 by email so we can find the best solution.
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