Shipping and deliveries

Last updated: December 4, 2025

1. Scope of Delivery
UMBOX.pt typically performs the following:
• Deliveries in mainland Portugal;
• When indicated, deliveries to other European Union countries are possible, depending on the product and supplier.
Delivery availability for each address is indicated at checkout. If you have any questions about shipping to islands or other countries, please contact us before completing your purchase at support@umbox.pt.

2. Delivery Times
The delivery times shown on the website and at checkout are estimates based on information provided by the carriers and/or our suppliers.
Timelines may vary depending on:
• Stock availability;
• Shipping location (e.g., warehouses in Portugal or other EU countries);
• Delivery address;
• periods of higher volume (sales, holidays, etc.);
• situations of force majeure (strikes, extreme weather conditions, legal restrictions, etc.).
We will do our best to meet or improve upon the estimates, but we cannot guarantee an exact delivery date. Any reasonable delay that does not impede the purpose of the purchase does not, in itself, automatically entitle you to compensation.

3. Shipping Methods and Carriers
We use partner carriers and, in some cases, logistics services from external suppliers (e.g., partner warehouses in the EU).
The available shipping method and its cost are displayed at checkout before order confirmation.
Whenever possible, a tracking number will be provided to follow the shipment.

4. Shipping Costs
Shipping costs depend on several factors, namely:
• Product weight and dimensions;
• order value;
• destination (delivery zone);
• Type of service chosen (standard, express, etc.).
The exact costs are shown in the order summary before the purchase is completed.
Occasionally, we may offer free shipping promotions above a certain purchase amount or for specific products or areas; these promotions will be clearly indicated on the website when they are in effect.

5. Order Processing and Division
When an order includes multiple products, they may, in certain cases, be shipped in separate shipments, for example:
• when products are shipped from different warehouses;
• when one of the products has a different availability period.
In these cases, the customer will be informed and will receive, where applicable, more than one tracking code. The fact that the order is split does not imply additional costs for the customer, unless expressly indicated.

6. Unsuccessful Deliveries and Incorrect Addresses
It is the customer's responsibility to ensure that:
• The delivery address is correct and complete;
• Someone is available to receive the order on the scheduled date, whenever applicable.
If the carrier is unable to complete the delivery due to reasons attributable to the customer (incorrect address, repeated absence, failure to pick up at the collection point within the deadline, etc.), the order may:
• to be returned to sender;
• or be subject to additional reshipping costs.
In these cases, we can:
• refund the value of the products, deducting shipping and return costs;
OR
• Resend the order, provided that new shipping costs and any return shipping fees charged by the carrier are paid in advance.

7. Order Verification at the Time of Delivery
At the time of delivery, we recommend that the customer verify:
• the external condition of the packaging;
• if there are signs of tampering, damage or wetting;
• if the number of packages matches what is indicated on the shipping document.
If visible damage or suspected tampering is detected, the customer should:
• mention the situation on the transport document (when possible);
• Take photos of the packaging and the product;
• Please contact us as soon as possible at support@umbox.pt, indicating your order number and a description of the problem.
The absence of reservations at the time of delivery does not prevent the customer from later claiming for hidden defects, but it facilitates the analysis with the carrier.

8. Shipping Damage, Missing Products, or Item Exchange
If, after opening the order, the customer verifies:
• damaged products;
• Products out of stock;
• Products different from those ordered,
You must contact us within a reasonable timeframe, preferably within 48 hours of delivery, via support@umbox.pt, attaching:
• order number;
• photographs of the products and packaging;
• Clear description of the problem.
After analysis, we will be able to:
• Replace the product;
• Send the missing product;
• or proceed with a refund, including, where applicable, the initial shipping costs.

9. International Orders and Customs Duties
When shipments outside the European Union become available, orders may be subject to:
• customs duties, import taxes or other charges;
• any additional delays due to customs inspections.
These costs are generally the responsibility of the customer and are not included in the price of the products or the shipping costs calculated on the website.
We recommend that customers check the customs regulations of their destination country beforehand.

10. Contacts
For any questions related to shipping, delivery times, or the status of your order, you can contact us through:
Email: support@umbox.pt
Address: Rua Sá de Miranda 260, 2785-728 São Domingos de Rana, Portugal.