Shipping and Delivery Policy
Version in effect starting April 2026
Our online store is committed to ensuring that your products arrive in perfect condition and within the indicated timeframes. This policy clearly explains our procedures, delivery timelines, and conditions.
1. Order Processing
After payment confirmation, your order will be processed and prepared for shipment within 1 to 2 business days, excluding weekends and national holidays.
- Orders placed by 2:00 PM (Lisbon time) on business days are processed on the same day.
- Orders placed after 2:00 PM or on weekends will be processed on the next business day.
- You will receive an email confirmation with the tracking number as soon as the order is shipped.
2. Shipping Times and Costs
| Destination | Delivery Time | Cost | Free Shipping from |
|---|---|---|---|
| Mainland Portugal | 2 to 4 business days | €3.99 | €49.00 |
| Islands (Azores/Madeira) | 5 to 8 business days | €5.99 | €59.00 |
| Europe (EU) | 5 to 10 business days | €14.99 | €120.00 |
* For Cash on Delivery (COD) orders, payment is made directly to CTT upon delivery; this service has an additional cost of €2.90.
* Delivery times are estimates and may vary in exceptional circumstances such as strikes, adverse weather conditions, or peak holiday seasons.
3. Free Shipping
- The minimum amount is calculated based on the product total, excluding coupon discounts or promotions.
- Free shipping applies only to standard delivery. Express shipping may incur additional costs.
- Temporary free shipping promotions may have different conditions, which will be duly communicated in the respective campaign.
4. Partner Carriers
We work with the following carriers to ensure safe and reliable deliveries:
- CTT – Correios de Portugal (national and international shipments)
5. Order Tracking
All orders include a tracking number, allowing you to monitor the delivery in real-time.
- The tracking number is sent by email as soon as the order leaves our warehouse.
- Tracking can be done on the carrier's website or within your customer account in our store.
- Tracking becomes active 24 to 48 hours after shipment.
6. Delivery Address
It is the customer's responsibility to verify that the address provided at the time of purchase is correct and complete. Our store is not responsible for delays or losses resulting from incorrect information. If you detect an error after placing your order, contact us immediately — address changes are only possible while the order has not yet been shipped.
7. Delivery Issues
Order not received: If the estimated delivery time has passed, contact our support. We will investigate with the carrier within a maximum of 5 business days.
Damaged order: If you receive an order with visible damage, refuse the delivery or report the occurrence within 48 hours via email, accompanied by photographs.
Missing or incorrect item: Contact us within 48 hours of receipt. We will proceed with the correction at no additional cost.
8. Returns and Exchanges
- The customer has 14 days after receipt to request a return, under the right of withdrawal provided by European legislation.
- Return costs are the responsibility of the customer, except in the case of a defective item or shipping error.
- The refund is processed within 14 business days after receipt and verification of the returned item.
9. Contact and Support
- Email: info@eireneia.io
- Phone: +351 967 598 817 (business days, 9:00 AM to 6:00 PM)
- WhatsApp: +351 967 598 817
- Chat: Available in real-time on our website, 24/7 with an automated response
- Response time: up to 48 hours on business days for email, phone, and WhatsApp
Our store reserves the right to update this policy whenever necessary. Changes take effect immediately upon publication on the website.