Shipping policy

1) Delivery areas
We ship, by default, to the following areas (subject to availability at checkout):

  • Mainland Portugal

  • Madeira and Azores

  • Spain (Peninsula) (optional)

  • European Union (optional)

  • Outside the EU (optional; subject to customs clearance)

If a destination does not appear at checkout, this means we are not shipping to that destination at that time.

2) Order preparation (processing) times
Orders are usually prepared within [1–2] business days after payment confirmation.

Orders placed on weekends/public holidays are processed on the next business day.

During peak periods (campaigns/promotions), processing may take up to 5 business days.

Same-day processing cut-off time (if applicable): 12:00.

3) Delivery times (estimates)
The timelines below are estimates and start after dispatch (shipment). They may vary due to external factors (carrier, weather, strikes, seasonal peaks, etc.).

  • Mainland Portugal: [24–48 business hours]

  • Madeira: [3–6 business days]

  • Azores: [4–8 business days]

  • Spain (Peninsula): [2–4 business days]

  • European Union: [3–7 business days]

  • Outside the EU: [5–15 business days] + possible customs formalities

4) Shipping costs
Shipping costs are calculated and shown at checkout, before payment, based on:

  • destination,

  • order weight/volume,

  • selected shipping method.

Free shipping (if applicable):

  • Mainland Portugal: free on orders over €100

5) Carriers and tracking
We work with: [CTT / DPD / GLS / DHL].

Whenever available, we send a tracking code by email/SMS as soon as the order is dispatched.

Tracking may take up to 24 hours to become active in the carrier’s system.

6) Delivery address and customer responsibility
The customer is responsible for ensuring that:

  • the address is correct and complete (street, number, floor, postcode, city),

  • a valid phone number is provided,

  • someone is available to receive the delivery.

If the order is returned due to an incorrect/incomplete address or non-collection/refusal, we may:

  • reship it upon payment of new shipping costs, or

  • refund the product value, deducting shipping and return costs, where applicable.

7) Delivery attempts and pick-up points
Depending on the carrier:

  • there may be one or more delivery attempts; and/or

  • the parcel may be redirected to a pick-up point.

Pick-up point holding periods are defined by the carrier (typically [5–10] days). After that period, the parcel may be returned to the sender.

8) Changes and cancellations
Before dispatch, you may request an address change/cancellation by emailing hair4us@sapo.pt.

After dispatch, we cannot guarantee address changes or cancellations (this depends on the carrier and the shipment status).

9) Split shipments
In some cases, an order may be shipped in separate parcels (due to stock availability, warehouse location, etc.).
If this happens, you will receive separate tracking numbers (when applicable) and you will not be charged extra for it, unless stated at checkout.

10) Damaged, lost, or missing items

Damage on delivery
If the package arrives damaged, we recommend that you:

  • take photos of the package and the product,

  • report the issue within 48 hours of delivery to hair4us@sapo.pt.

Loss / unusual delay
If tracking does not update for 10 business days (or shows “delivered” but you did not receive it), contact us so we can open a claim with the carrier.

Missing items
Report within 48 hours of delivery, including your order number and photos of what you received.

11) Customs, duties, and taxes (outside the EU)
For shipments outside the European Union, the order may be subject to:

  • customs duties, import fees and/or local taxes,

  • customs procedures and clearance delays.

These charges are the recipient’s responsibility, unless explicitly stated otherwise at checkout.

12) Contact
For any questions about shipping and delivery:

  • Email: hair4us@sapo.pt

  • Phone: 963 969 654

  • Support hours: Monday to Friday, 09:00–18:00 (business days)