Shipping policy

Welcome to Alta Coffee Marketplace! We strive to provide you with the best possible shopping experience, from selecting your favorite specialty coffees to receiving them at your doorstep. This Shipping Policy outlines how we handle the shipping, delivery, and return of your orders. Please read this policy carefully to understand our practices regarding shipping and returns.


1. Shipping Locations and Fees

We deliver our specialty coffees exclusively within Portugal and the Portuguese islands. Each roaster handles the shipping of their portion of your order using their preferred shipping provider.

Shipping Fees:

Note: Shipping fees are calculated based on the number of roasters involved in your order. If you order products from multiple roasters, the shipping fee will apply to each roaster's portion separately.


2. Order Processing Time


3. Delivery Timeframes

Delivery times depend on your location and the shipping provider used by each roaster:

Please note that these timeframes are estimates and may vary based on the shipping provider and external factors such as weather conditions or holidays.


4. Multiple Roaster Orders

When you place an order that includes products from multiple roasters:


5. Returns and Refunds

Eligibility for Returns:

Return Process:

  1. Contact Us: Please reach out to our customer service team at [email protected] to initiate a return. Provide your order number and reason for the return.
  2. Return Authorization: We will provide you with a return authorization and instructions on how to send back the product.
  3. Shipping the Return: Send the product to the following address:

    Return Address:

    Patrik Niebur, Rua Marechal Carmona 3, Bloco E 1°B, 2460-667, São Martinho do Porto

  4. Inspection: Once we receive the returned product, we will inspect it to ensure it meets the return conditions.
  5. Refund: If the return is approved, a refund will be processed to your original payment method within 14 business days.

Non-Eligible Returns:


6. Damaged or Incorrect Items

We take great care in ensuring that your orders arrive in perfect condition. However, if you receive a damaged or incorrect item:

  1. Contact Us Immediately: Reach out to our customer service team at [email protected] within 7 days of receiving your order.
  2. Provide Details: Include your order number, a description of the issue, and photos of the damaged or incorrect item.
  3. Resolution: We will work with you to either resend the correct product or issue a refund, depending on your preference and product availability.

9. Contact Us

If you have any questions or concerns about our Shipping Policy or need assistance with your order, please don't hesitate to contact us:

 

Last Updated: 20 Oct 2024