Polityka wysyłki

Last updated: July 8, 2026

Shipping Policy

This Shipping Policy describes the rules for order fulfillment, processing time, delivery, shipment tracking, and responsibility for providing correct delivery data in the Elena Sopot store.

By using our store and placing an order, the Customer confirms that they have read this Shipping Policy and accept its terms.

Order processing

Orders are processed after payment is received and confirmed.

The standard order processing time is usually 1 to 3 business days, unless otherwise indicated on the product page or during the order placement.

Business days mean Monday to Friday, excluding weekends and public holidays.

During periods of increased order volume, promotions, holidays, or exceptional circumstances, processing time may be longer. In such cases, we will do our best to inform the Customer about any potential delay.

Delivery time

Delivery time depends on the country of delivery, the chosen shipping method, product availability, and the operation of courier or postal companies.

The estimated delivery time is usually 7 to 15 business days from the moment the order is dispatched, unless a different date is specified for the product or during the order placement.

In some cases, delivery may take longer, especially during holiday seasons, promotions, logistical problems, customs controls, delays on the part of the carrier, or other circumstances beyond our control.

The specified delivery times are indicative and do not constitute a guaranteed delivery date, unless expressly stated otherwise.

Delivery costs

The delivery cost is displayed during the order placement, before its final confirmation.

Delivery cost may depend on the country of delivery, order value, product type, package weight, and the chosen shipping method.

If the store offers free delivery, this information will be visible on the product page, in the cart, or during the order placement.

Delivery areas

We deliver to countries and regions available during the order placement.

If a given country or region is not available as a delivery option, it means that we currently do not ship to that address.

We reserve the right to refuse to fulfill an order if delivery to the specified address is not possible or involves logistical constraints.

Delivery address

The Customer is responsible for providing a correct, complete, and current delivery address when placing the order.

The address should include all necessary data, such as the recipient's first and last name, street, building number, apartment number, postal code, city, country, and telephone number, if required by the carrier.

We are not responsible for delays, non-delivery, or return of shipments resulting from an incorrect, incomplete, or outdated address provided by the Customer.

If the Customer notices an error in the address after placing the order, they should contact us as soon as possible at the e-mail address: duartevalerio2026@gmail.com.

We will try to update the address before dispatching the order, however, we cannot guarantee the address change if the order has already been processed or handed over for shipment.

Shipment tracking

After dispatching the order, the Customer may receive an e-mail with shipping information and a shipment tracking number, if available.

The tracking number may take several business days to become active in the carrier's system.

If the Customer has not received a tracking number or the tracking link does not work, please contact us at the e-mail address: duartevalerio2026@gmail.com.

Delivery delays

Although we make every effort to deliver orders within the estimated time, we are not responsible for delays caused by carriers, customs authorities, weather conditions, holiday periods, strikes, technical problems, or other events beyond our control.

If a shipment is delayed, we recommend first checking the shipment tracking status.

If the shipment status does not change for a long time, the Customer may contact us, and we will try to help clarify the situation.

Orders split into multiple shipments

In some cases, an order may be shipped in several separate shipments.

This may happen if products come from different warehouses, have different availability dates, or require separate logistical handling.

In such a situation, the Customer may receive more than one tracking number, and individual parts of the order may be delivered at different times.

Unclaimed shipments

The Customer is responsible for collecting the shipment within the time specified by the carrier.

If the shipment is returned to the sender due to non-collection, incorrect address, refusal to accept, or inability to deliver for reasons attributable to the Customer, we may charge an additional fee for re-shipping.

In the event of a shipment being returned to the sender, we will contact the Customer to determine further steps.

Damaged shipment

If the Customer receives a damaged shipment, they should contact us as soon as possible at the e-mail address: duartevalerio2026@gmail.com.

The message should include:
- order number,
- problem description,
- photos of the damaged packaging,
- photos of the damaged product,
- photos of the shipping label, if possible.

After receiving the report, we will analyze the case and inform the Customer about further steps.

Lost shipment

If the shipment has not been delivered within the estimated time, the Customer should check the tracking status and ensure that the delivery address was provided correctly.

If the shipment has still not been delivered, please contact us at the e-mail address: duartevalerio2026@gmail.com.

We will try to help determine the status of the shipment. Depending on the situation, we may offer re-shipment, a refund, or another solution.

Customs duties, taxes, and import fees

For international orders, additional customs duties, import taxes, or other fees required by local regulations of the delivery country may apply.

These fees, if they occur, are the responsibility of the Customer, unless explicitly stated otherwise during the order placement.

We have no control over the decisions of customs authorities or the amount of any import fees.

Change or cancellation of an order

If the Customer wishes to change or cancel an order, they should contact us as soon as possible after placing it.

If the order has not yet been processed or dispatched, we will try to make the change or cancellation.

If the order has already been dispatched, changes or cancellations may not be possible. In this case, the Customer may refer to the rules described in our Returns and Refunds Policy.

Contact

For questions regarding shipping, delivery, shipment tracking, or order issues, please contact us:

E-mail: duartevalerio2026@gmail.com

Address:
Rua Do Brasil n 15 1 esq,
Lisboa,
2795-042 Lisboa,
Portugal