FAQ - International Shipping & Customs

International Shipping

Where do we ship?

We ship throughout Portugal, the United Kingdom, and the European Union. We are working to expand our shipping to other international markets soon.

How long does delivery take?

  • Mainland Portugal: 2-4 business days
  • Islands (Azores and Madeira): 5-7 business days
  • European Union: 5-10 business days
  • United Kingdom: 7-12 business days

What is the shipping cost?

Shipping costs are calculated automatically at checkout based on the destination and weight of the order.

How can I track my order?

Once your order has been dispatched, you will receive an email with the tracking number and a link to monitor the delivery status.

Customs and Fees

Will I have to pay customs fees?

European Union: No. As Portugal is part of the EU, there are no customs fees for shipments within the European Union.

United Kingdom: Import duties, VAT, and customs duties may apply to orders shipped to the United Kingdom after Brexit. These fees are the responsibility of the customer and vary according to the order value.

Who pays customs fees?

The recipient is responsible for paying any applicable customs fees, import taxes, or VAT in the destination country. These amounts are not included in the product price or shipping costs.

How are fees calculated?

Customs fees are calculated by the customs authorities of the destination country based on the declared value of the order, product type, and local regulations. We have no control over these amounts.

What happens if I refuse to pay the fees?

If you refuse to pay the customs fees, the order will be returned to the sender. In this case, we cannot refund the original shipping costs.

Customs Documentation

What documents accompany the order?

All international orders include:

  • Commercial invoice with detailed product description
  • Customs declaration (CN22 or CN23)
  • Certificate of origin, where applicable

Are the products handmade and sustainable?

Yes! almost all our products are handmade by Portuguese artisans using traditional techniques and sustainable materials, reflecting the tradition of Portuguese craftsmanship.

Delivery Problems

My order is held in customs. What should I do?

If your order is held in customs, you will be contacted by the local authorities or the carrier with instructions on how to proceed. It may be necessary to provide additional documentation or pay fees.

My order has not arrived. What should I do?

If your order has not arrived within the estimated timeframe, please contact us at [your email] with your order number. We will investigate with the carrier and resolve the situation.

International Returns

Can I return products purchased outside of Portugal?

Yes, we accept returns from international customers within 14 days of receipt. Return shipping costs are the responsibility of the customer. Please refer to our full returns policy for more details.

Still have questions? Contact us at solmodasartesanato@gmail.com and we will be happy to help!