Shipping and returns

1. Estimated delivery time(1)

Portugal (Mainland)2 to 3 working days
Portugal (Islands)2 to 15 working days
Spain2 to 3 working days
European Union countries3 to 7 working days
Rest of the World(2)5 to 15 working days

(1)Estimated delivery time – Delivery time (working days) from the working day following dispatch (not including public holidays in the country of origin and destination). The estimated delivery time indicated does not include the time of detention at the destination customs office for customs procedures (for non-EU countries and European territories outside the customs union).
The delivery times shown are average estimates. Irregularities unrelated to CTT may compromise the fulfilment of delivery deadlines.

 (2)When the order reaches the country of destination, it may be subject to customs clearance procedures, which may cause delays beyond the original delivery estimate.
The UK is now considered a non-EU country and therefore shipments of goods to this destination are subject to customs duties and potentially subject to taxation.

2. Calculation of shipping costs
Shipping rates are applied per order and the cost of each shipment depends on the total weight of the order and country of delivery. These values are calculated in the shopping cart, before finalising your order. 

3. General conditions of the delivery service
The parcel delivery services are operated by CTT.
Scheduled delivery times are Monday to Friday (except public holidays), between 9am and 6pm. For deliveries in Portugal and Spain you can choose delivery at your destination address or at a delivery points pre-defined by CTT.
The day before delivery, CTT will send you a text message and/or e-mail informing you of the delivery date. On the day of delivery, CTT will send a new communication confirming delivery. This service is only available for deliveries in Portugal.
The parcel in transit is the responsibility of the carrier.
You can track your order here.
During promotional periods and other periods of higher order volume, we cannot guarantee the indicated delivery times.

4. Shipping methods
When finalising your order, we will show you the shipping methods available and the cost, according to the selected delivery address and the weight of the order.
Possible delivery options:

Delivery to the Online Store Central Warehouse (FREE OF CHARGE):
The customer will be notified via email when it is available for collection;
The person collecting the parcel must present their I.D. card.
You have 15 consecutive days to pick up your order at: Casa Allen, Rua António Cardoso 175, 4150-081 Porto.

Home delivery:
Free for mainland Portugal on orders over 60.00€. The shipping costs are calculated at the time of checkout depending on the delivery address and the weight of the order.

Delivery pick-up points:
We will show you the available delivery points at the time of purchase (only available for delivery in mainland Portugal).
The person collecting the parcel must present the SMS/email received from the carrier and an identification document;
Orders are available for collection for 5 working days.

5. Deliveries outside the European Union
Delivery costs to non-EU countries may vary depending on the destination. These costs are shown in the shopping cart, before finalising your order.
When the order reaches the country of destination, it may be subject to customs clearance procedures.
The Cultural Heritage, Public institute, is responsible for the payment of customs fees and costs, export duties and sales taxes in the country of origin (Portugal).
The customer is responsible for payment of customs duties and costs, import duties and sales taxes when the order reaches the country of destination.
The Cultural Heritage, Public institute, ships to: Portugal (mainland and islands) Germany, Austria, Belgium, Slovakia, Slovenia, Spain, France, Greece, Netherlands, Hungary, Ireland, Iceland, Italy, Lithuania, Luxembourg, United Kingdom, Czech Republic, Switzerland, Denmark, Estonia, Finland, Latvia, Malta, Norway, Poland, Sweden, Vatican City, Monaco, Andorra, Liechtenstein, Canada, United States of America, South Africa, Albania, Angola, Saudi Arabia, Algeria, Argentina, Armenia, Australia, Azerbaijan, Bahrain, Bosnia Herzegovina, Bulgaria, Cape Verde, Kazakhstan, Chile, Cyprus, South Korea, Côte d’Ivoire, Croatia, Egypt, United Arab Emirates, Philippines, Georgia, Guinea-Bissau, Hong Kong, India, Indonesia, Iran, Israel, Japan, Jordan, Kosovo, Kuwait, Lebanon, Libya, Macau, Macedonia, Malaysia, Morocco, Mauritius, Mauritania, Mexico, Mozambique, Moldova, Montenegro, Nigeria, New Zealand, Peru, Kyrgyzstan, Romania, Senegal, Serbia, Singapore, Thailand, Taiwan, Tajikistan, Timor-Leste, Tunisia, Turkey, Ukraine, Uzbekistan, Venezuela, Bahamas, Bangladesh, Barbados, Belize, Benin, Bolivia, Bonaire, Sint Eustatius and Saba, Botswana, Brunei Darussalam, Burkina Faso, Burundi, Bhutan, Cameroon, Cambodia, Chad, China, Colombia, Comoros, Congo, Costa Rica, Cuba, Curaçao, Djibouti, Dominica, El Salvador, Ecuador, Eritrea, Ethiopia, Fiji, Gabon, Gambia, Ghana, Grenada Guam, Guatemala, Guyana, Guinea, Equatorial Guinea, Haiti, Honduras, Iraq, Jamaica, Laos, Lesotho, Liberia, Madagascar, Mayotte, Malawi, Maldives, Mali, Myanmar, Micronesia, Mongolia, Namibia, Yemen; Virgin Islands (US), Brazil.

Return and exchange policy

1. Exchange
The shop of the Cultural Heritage, Public institute, does not exchange items. In case of a return, under the conditions described below, if the customer wishes to purchase a different product, they must make a new purchase.

2. Order cancellation
After finalising the purchase, it is not possible to change details or cancel the order.
If the customer wishes to change details or cancel the order, you should immediately contact the Online Store, through the contacts available on the website, before it is shipped.
If the order has been dispatched, the conditions described below apply.

3. Defective returns
The customer has the right to a return if the products supplied are found to be defective or have other non-conformities related to the items ordered. The return can be made up to 14 days after notice of the defect and the product must keep its box and its identification label. 
Notification of a defective product must be made in the customer area.
The Cultural Heritage, Public institute, will examine the returned product and inform them of the right to a refund (if applicable) within 14 working days.
If the defect or non-conformity justifies the return, the total amount paid will be refunded within 14 working days. The refund is always made via bank transfer. 
In the case of return due to defect or non-conformity, return costs will be charged to the Cultural Heritage, Public institute.

4. Returns due to cancellation
If you are not satisfied, request the return of the product, within a maximum of 14 days, through your order details. You can return one or more products.
In the returns area a form will be made available to check the status of the return request.
Upon receipt of the items, the Cultural Heritage, Public institute, will check that they meet the required conditions for return. If it is confirmed that the product is eligible for return, we will proceed with the refund within 14 days, via bank transfer, after confirmation e-mail sent to the customer.
In the case of returns due to cancellation, the return costs will be borne by the customer.

5. Return of gifts
The return of a gifted product must be made by its purchaser, within 14 calendar days. To proceed with the return you should contact the purchaser in order for them to proceed with its return, in accordance with the return conditions.

6. Conditions of return
The right to return is only valid provided that the products:
– Have not been used.
– Maintain their original characteristics and the packaging is undamaged.
– Are intact.
– Have not been tampered with and bear the identification label.
– Have security seals intact. 

7. How to make a return:
1st STEP: Send notification of a return request
In your customer area go to Orders: > Details
1. Select the item or items you wish to return or return the whole order
2. Select the reason for return
3. Add an image (optional)
4. Click on the send return request option
You will receive a notification via email indicating the number of your return request.

2nd STEP: Put the article in the box
You can use the original packaging in which you received your order or another cardboard box, provided it is not damaged.
If the box has any labels, stickers or other materials from previous shipments, remove them.
The goods must be accompanied by the printed return form.

3rd STEP: Send the article
In the case of a return due to cancellation, the shipping costs will be borne by the customer, who may return the product(s) by their preferred method of shipping and must ensure that the goods to be returned arrive at Cultural Heritage, Public institute.
In case of a return due to defect or non-conformity of the product(s), the shipping costs of the item(s) to be returned will be the responsibility of the Cultural Heritage, Public institute, which will collect your order at the same delivery address.

4th STEP: Reimbursement
Once the product(s) is/are received, it/they will be analysed by our team.
If it/they conform(s) with the return conditions, the refund will be made via bank transfer within a maximum of 14 days. You will receive notification via e-mail that your return has been accepted.
As soon as the chargeback is made, the Cultural Heritage, Public institute, Store will send a new notification via email indicating that the return has been completed. This information is also available in your customer area.
If the goods do not meet the conditions for a refund the Cultural Heritage, Public institute, Online Store will contact you via email.

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