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:
- Mainland Portugal: €3 per roaster shipment
- Portuguese Islands: €6 per roaster shipment
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
- Processing Duration: We process your orders within 2-3 business days after payment confirmation.
- Roaster Preparation: Each roaster prepares your coffee upon receiving your order details, ensuring that you receive the freshest possible product.
- Notification: You will receive an email notification once your order has been shipped, including tracking information if available.
3. Delivery Timeframes
Delivery times depend on your location and the shipping provider used by each roaster:
- Mainland Portugal: Delivery typically occurs 1-3 business days after the shipping day.
- Portuguese Islands: Delivery may take 3-7 business days after the shipping day.
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:
- Separate Shipments: Each roaster will ship their portion of the order independently.
- Tracking Information: You will receive separate tracking numbers for each shipment, allowing you to monitor each delivery individually.
- Unified Billing: Despite multiple shipments, you will receive a single invoice covering all products and shipping fees.
5. Returns and Refunds
Eligibility for Returns:
- Condition: Products must be undamaged, unopened, and in perfect condition.
- Timeframe: Returns must be initiated within 30 days from the date of delivery.
- Packaging: Items should be returned in their original packaging.
Return Process:
- 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.
- Return Authorization: We will provide you with a return authorization and instructions on how to send back the product.
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
- Inspection: Once we receive the returned product, we will inspect it to ensure it meets the return conditions.
- Refund: If the return is approved, a refund will be processed to your original payment method within 14 business days.
Non-Eligible Returns:
- Products that are damaged or opened.
- Returns requested after 30 days from the delivery date.
- Products not in their original condition or packaging.
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:
- Contact Us Immediately: Reach out to our customer service team at [email protected] within 7 days of receiving your order.
- Provide Details: Include your order number, a description of the issue, and photos of the damaged or incorrect item.
- 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:
- Email: [email protected]
- Social Media: Available on Facebook and Instagram through our profiles.
Last Updated: 20 Oct 2024