Shipping policy
SHIPPING POLICY
Last updated: 12 August 2026
At Impressão Tua, we prepare and ship every order with care so that products arrive properly protected and in the best possible condition.
This Shipping Policy explains the conditions that apply to the preparation, dispatch and delivery of orders placed through www.impressaotua.com.
1. SHIPPING METHODS AND COSTS
We offer the following shipping options:
Standard Shipping — €6
Express Shipping — €10
Free Standard Shipping on orders over €100
Applicable shipping costs are shown before the order is completed.
For orders over €100, Standard Shipping is free.
If the customer chooses Express Shipping, the relevant cost shown at checkout will apply.
2. PERSONALISED PRODUCTS
A large proportion of the products sold by Impressão Tua are personalised specifically for each customer.
In these cases, the order may go through the following stages before dispatch:
Receipt of the order and files;
Review of the information provided;
Preparation of the design or personalisation;
Sending a preview to the customer, where applicable;
Customer approval;
Production;
Final quality check;
Packing and dispatch.
Where customer approval is required, production may be paused until that confirmation is received.
We therefore recommend replying to requests for approval or information as quickly as possible.
3. PREPARATION TIME
The time required to prepare an order may vary depending on:
Type of product;
Quantity ordered;
Complexity of the personalisation;
Quality of the files supplied;
Need for design changes;
Time required to obtain customer approval;
Volume of orders in production.
We will make reasonable efforts to prepare orders within the times shown on our website.
The stated times are estimates and may change in exceptional circumstances.
4. STANDARD SHIPPING
Standard Shipping costs €6.
For orders over €100, Standard Shipping is free.
The estimated time shown on the website or during checkout should be considered together with any time needed for personalisation and production.
5. EXPRESS SHIPPING
Express Shipping costs €10.
This option uses a faster transport service where available.
Choosing Express Shipping mainly affects the transport method and does not remove the time needed to prepare or personalise the product.
For example, a personalised order will still need to be prepared and produced before it can be handed to the carrier.
6. DELIVERY TIMES
Delivery times shown on the website are estimates.
Delivery may depend on external factors, including:
Carrier;
Location or destination;
Weekends and public holidays;
Periods of high demand;
Weather conditions;
Strikes;
Logistical constraints;
Other exceptional circumstances.
If we become aware of a significant delay directly affecting an order, we will try to inform the customer.
7. ORDER TRACKING
Where the carrier provides a tracking number or tracking link, this information may be sent to the customer after dispatch.
Tracking may take some time to become active after the parcel has been handed to the carrier.
8. DELIVERY ADDRESS
The customer is responsible for providing a complete and correct delivery address.
Before completing the order, we recommend carefully checking:
Recipient name;
Street and house/building number;
Postcode;
Town/city;
Country;
Phone number, where requested.
If you notice an address error after placing the order, contact us as soon as possible.
Email: info@impressaotua.com
Website: www.impressaotua.com
Phone: +351 930 629 209
If the order has not yet been dispatched, we will try to correct the details.
Once dispatched, it may no longer be possible to change the address.
9. ORDERS RETURNED TO SENDER
A carrier may return an order for reasons such as:
Incorrect address;
Incomplete address;
Unknown recipient;
Failure to collect the parcel;
Unsuccessful delivery attempts;
Unjustified refusal of delivery.
If this happens, we will contact the customer to review the situation.
If a new shipment is required because of information supplied by the customer or because the parcel was not collected, new shipping charges may apply.
10. ORDER DAMAGED IN TRANSIT
If the parcel arrives visibly damaged, we recommend photographing:
The outer packaging;
The shipping label;
The inside of the package;
The product received;
Any visible damage.
Contact us at info@impressaotua.com and, where possible, include the order number and clear photographs of the problem.
We will assess the situation and provide an appropriate solution in accordance with the circumstances and applicable statutory rights.
11. ORDER NOT RECEIVED
If an order is not delivered within the estimated time, we recommend checking the tracking information first, where available.
If you still have not received the order, contact us at info@impressaotua.com or +351 930 629 209.
We will investigate with the carrier and try to find a solution.
12. CARRIER DELAYS
Once an order has been dispatched, transport is carried out by the relevant logistics operator.
Delays beyond the initial estimate may occur.
The use of an external carrier does not affect the rights that the law mandatorily grants consumers against Impressão Tua as the seller.
13. ORDERS WITH MULTIPLE PRODUCTS
In some cases, an order may contain products with different production times.
Where possible, we will ship the products together.
If the order has to be split into more than one shipment, the customer may receive the relevant information separately.
14. CHANGES OR CANCELLATION BEFORE DISPATCH
If you wish to change delivery information or request cancellation, contact us as soon as possible.
Email: info@impressaotua.com
Website: www.impressaotua.com
Phone: +351 930 629 209
For personalised orders, cancellation may no longer be possible once preparation or production has begun.
The applicable conditions are also described in our Refund and Returns Policy.
15. PRODUCT UNAVAILABILITY
If, exceptionally, we cannot supply a product that has already been ordered, we will contact the customer to explain the situation and present the available options.
Where applicable, amounts due to the customer will be refunded in accordance with the law.
16. LIABILITY AND CONSUMER RIGHTS
Nothing in this Shipping Policy is intended to remove or limit rights that consumers are mandatorily granted under applicable Portuguese or European law.
If this policy conflicts with a mandatory legal provision, the applicable law will prevail.
17. CONTACT
For questions relating to shipping, deliveries or order tracking:
Email: info@impressaotua.com
Website: www.impressaotua.com
Phone: +351 930 629 209