SHIPPING & TRANSPORTATION

Once your order is shipped, you will receive a shipping confirmation email with tracking information. We are not responsible for lost or stolen orders. For questions related to your order, send us an email to info@ourlinen.pt or contact us via phone or WhatsApp at +351 913617454  (called the national mobile network).

We are available from Monday to Friday, from 9am to 5pm UGT/GNT Lisbon.

 

How are shipping costs calculated?

National and international shipping rates are calculated by the company responsible for delivery, based on the postal code and shipping destination. Please remember that international packages are subject to taxes and customs fees that are not calculated at checkout. Our Linen has no control over these fees charged at the time of delivery. Please contact your country's local customs office to determine fees in advance.

 

How long should I wait for my order?

After payment confirmation, Our Linen undertakes to process the order within 1 to 8 business days. Orders placed after 2pm GMT and on the weekend will be processed within 1 to 8 working days, starting from the following Monday. We do not ship orders on weekends or holidays.

If for any reason it is not possible to meet the maximum delivery time indicated, Our Linen will inform the Customer of this fact and will give them the option of keeping the order by establishing the new delivery date or canceling the purchase, in which case will be refunded the amount initially paid.

 

From there, it depends on the shipping option you choose!

Correios Portugal: 5 to 15 working days.

Carrier Portugal: 1 to 3 business days;

Europe Post Office: 10 to 25 business days;

Carrier Europe: 2 to 8 business days;

International Mail: 1 to 6 weeks.

 

Please note that this information is provided by the post office and the carrier used. There may be delays and therefore these numbers may not correspond to reality.

We are not responsible for any delay in the delivery of orders resulting from strike or other situations on the part of the post office or the selected carrier.

Any complaint related to the transport service must be presented to this entity.

Our Linen does not assume any responsibility for orders returned due to incorrect address, lack of postal receptacle, not claimed within the deadline, among others.

 

How do I know when my order has been shipped?

You will receive an email with all the information and the tracking number, if you have chosen this method. You have

​

Make sure you have entered the correct email and that it has not gone to the spam folder.

 

Can I track the status of my order?

If you have ordered delivery by courier (Portugal and Europe), you will receive an email with a tracking number so you can track your order.

 

Do you ship orders on the same day?

Not at the moment.

 

How do I know that the order will be delivered to me personally?

We recommend that you consider the following information:

Shipping company:

All courier orders require a signature upon delivery;

We cannot redirect orders once items have been dispatched, so please ensure there is someone who can sign for your order at the specified shipping address;

The carrier does not deliver to PO Box or General Delivery;

If the carrier cannot find anyone at the address indicated, they will try to contact you, leaving an email with instructions. After 1 week, our Customer Service will contact you directly via email;

It is the customer's responsibility to pay attention to the email to obtain information from the carrier. If no one is there to receive the carrier, the carrier will not contact the customer to advise the specific time of the new delivery. Choose an address where there is always someone who can sign.

It is also the customer's responsibility to contact the carrier using the data sent by the carrier, and if you are unable to do so after several contact attempts, Our Linen can help.

 

Standard Normal Mail

Orders by Standard Mail (without tracking/shipping number): there is no way to track, so we recommend safer shipping, via courier or post with a shipping number. There is an associated cost, but the security is greater!

If you have requested shipping via Standard Mail (without tracking), there may be delays or other situations where the responsibility does not lie with Our Linen, but rather with the Customer when choosing the delivery method, bear in mind that, despite the costs, there are safer for you!

 

Safe

We insure each purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, and from then on the responsibility for the goods purchased becomes yours. If you are not the recipient of your purchase (for example, sending a gift), the person signing the delivery receipt will confirm receipt and will be responsible for the order.

 

STOCKS AND AVAILABILITY

Our Linen respects the shipping deadlines for an order as long as stock is available.

In the event that one of the ordered products is not available in stock, Our Linen will contact the customer by email or telephone within a maximum period of 8 working days, counting from the date of the order, in order to inform the new product delivery time.

 

PRICES

The prices of products presented for sale in Portuguese national territory are invoiced in euros and include VAT, at the legal rate in force, excluding transport costs.

All expenses that occur due to the payment method chosen by the Customer, in particular bank fees and charges, customs duties and charges of a similar nature, must be borne by the Customer.

We inform you that, if the price indicated is incorrect and clearly derisory, regardless of its cause (computer error, manual error, technical error, etc.) the order will be cancelled, even in cases where it appears that the order has already been confirmed.

Our Linen reserves the right to modify prices at any time, without prior notice.

 

PAYMENT METHODS

We accept all major credit cards. For more options, please send an email to info@ourlinen.pt.

​​

​

Exchange or Return

To request an exchange or return, please contact our customer service through the phone number or email provided in the “Contact Us” section. Shipping costs are the customer's responsibility, and the product travels at their own risk.

Conditions for Exchange or Return:

1. The request must be made within 14 days of purchase.

2. A receipt or proof of purchase must be provided.

3. The item must be in its original condition, unused, and returned with the original packaging intact, including all accessories, manuals, and any included gifts.

4. Refunds will be issued using the same payment method as the original purchase. Please note that the cost of the shipping will not be refunded.

Exclusions:

We do not accept exchanges or returns for:

• Used or unsealed products

• Products in poor condition

Defective or Non-Conforming Products:

If a product is defective or does not conform to its description, an exchange may require prior evaluation by the official brand's technical support.

​