Shipping policy

1. Dispatch origin

ChapadaEcoCork orders are dispatched from Portugal. The shop is operated by Corticeira A. Chapada, Lda., corporate tax number (NIPC) PT502376759, Rua 25 de Abril, 7, Aldeia do Futuro, 7570-165 Grândola, Portugal.

2. Destinations, shipping methods and costs

For items available to buy directly, available destinations and services, shipping costs and estimated transit times are shown at checkout after you enter the delivery address and before payment. Availability depends on the destination, weight, dimensions and products in the order.

Shipping costs follow the rates configured in the shop for the applicable zone and shipping conditions. If no option appears for your address or combination of products, contact me before purchasing so that I can check whether shipping is possible and what it will cost.

Pieces requiring a shipping quote

For bowls, trays and other unique pieces marked “Shipping quote required”, the displayed price is for the piece only. Packaging is adapted to each piece’s size and shape, and shipping is quoted individually before payment.

Use “Request a shipping quote” on the product page and provide your name, email, country, town or city and postal code. The piece’s reference is included automatically. You can also email these details to info@chapadaecocork.com.

You will receive the piece’s price, shipping cost and total by email for approval. Once you accept the total and I confirm availability, I will send a Shopify payment link with the agreed amounts. Requesting a quote does not place an order or reserve the piece.

3. Preparation and production

In-stock small-batch products are prepared in 5–7 business days after payment is confirmed. For small-batch products not in stock, production takes 3–5 weeks after payment is confirmed. For one-of-a-kind pieces with quoted shipping, the preparation time is agreed individually before payment. Saturdays, Sundays and Portuguese public holidays are not working days.

For made-to-order or personalised items, the production time is stated on the product page or agreed with you before payment, according to the work, selected options and quantity.

Orders containing items with different preparation times will be dispatched when everything is ready, using the longest preparation time, unless separate shipments have been agreed in advance. If preparation is delayed, I will contact you.

4. Transit and tracking

Preparation time is separate from transit time. Transit time starts on dispatch, not on the order date. The available service and estimated time are shown at checkout or in the accepted quote.

Transit times are estimates and may be affected by public holidays, weather, busy periods, remote locations, carrier operational difficulties or customs procedures where applicable. These estimates do not limit your rights concerning the agreed or legally applicable delivery deadline.

You will receive an email confirmation when the order is dispatched. If the service provides tracking, the message will include the tracking number and, where available, a tracking link. The first update may take some time to appear, and tracking can temporarily stop updating during transit or customs clearance.

If several parcels or separate shipments are needed, you will receive the relevant information and available tracking numbers. No additional shipping charges will be made without your prior agreement.

5. VAT, customs duties and import charges

Portugal and the European Union

Shipments from Portugal to destinations within the European Union’s customs and VAT territories are generally not subject to customs duties or import VAT on delivery. Sales VAT, where applicable, is shown in the price or at checkout before payment. Territories with special VAT or customs arrangements may have different rules; shipping availability must be confirmed before purchase.

United Kingdom

Deliveries to England, Scotland and Wales may be subject to import VAT, customs duties and clearance or carrier charges. Northern Ireland has separate arrangements for trade in goods with the European Union and must not automatically be treated as an import into Great Britain.

Other destinations and charges not collected at checkout

For destinations subject to import procedures, unless expressly stated otherwise at checkout or in the accepted quote, shipping is on a DAP — Delivered at Place basis: shipping costs do not include customs duties, import VAT or other import taxes, customs clearance, representation or handling charges at destination. Where due, the recipient pays these charges to the authorities or carrier before or on delivery.

If import taxes or charges are collected at checkout or through the payment link, those amounts will be identified before you complete the purchase. Paying for shipping alone does not mean that these charges are included.

The authorities and carrier determine local charges and formalities. They may request documents, a tax number or, for business transactions where required, an EORI number. Please respond promptly. I will provide dispatch documents that are my responsibility and help clarify the process, but I cannot guarantee the time taken for a customs decision.

If an order is held, refused or returned because of missing payment or documentation, contact me so that I can review the situation. Any costs and refunds will be handled under applicable law; charges passed on to a customer must be legally permitted and properly justified. These conditions do not limit consumer rights in the event of a defect, shop error or other statutory responsibility of the seller.

6. Delivery address

Check the recipient’s name, full address, postal code and contact details before completing the order. If you find an error, contact me as soon as possible with the order number and correct details.

After dispatch, a change may no longer be possible or may involve an additional carrier charge, which will be communicated before you agree to it. If delivery fails because of an incorrect address, repeated absence, refusal or failure to collect, I will contact you to seek a solution. Only legally permitted and justified costs may be passed on.

7. Delayed, lost or transport-damaged orders

If your order exceeds the indicated delivery time, appears lost or arrives damaged, email info@chapadaecocork.com with the order number. Where helpful in assessing damage, include photographs of the packaging, shipping label and product.

I will follow up with the carrier and explain the next steps. You do not have to handle the transport claim on your own. Responsibility for delivery and applicable remedies remain as provided by law, including replacement or a refund where due.

To help report visible damage, I recommend contacting me preferably within the first 48 hours after delivery and keeping the packaging while the matter is reviewed. This request is not a condition for exercising your statutory rights and does not shorten their time limits.

8. Changes, cancellations and contact

To request a change or cancellation, contact me as soon as possible. I will check whether I can still make it before dispatch; changes to personalised work already started will be assessed individually. Once an order is in transit, I can no longer change the contents of the shipment.

Statutory withdrawal, delivery and conformity rights continue to apply. Return and refund conditions and deadlines are set out in the Return and Refund Policy. A delay does not remove these rights, but the remedy depends on the circumstances and applicable law.

Chapadaecocork
For shipping enquiries, email info@chapadaecocork.com.