Frequently Asked Questions | UMBOX.pt – Shipping, Payments and Returns

Here you'll find quick answers to the most common questions about UMBOX.pt
For more detailed information, please refer to our Terms and Conditions, the "Payments and Returns" page, and other legal policies available on the website.
In case of disagreement, what is defined in these documents always prevails.

1. Where is UMBOX located?
We are an online store in Portugal, with our own warehouse in the country and partner warehouses in several European countries.
We currently do not have a physical store open to the public.

2. How long does delivery take?
The average timeframe is:
• 1–3 business days for products shipped from our warehouse in Portugal;
• 3–7 business days for products shipped from partner warehouses in Europe.

Delivery times are indicative and may vary depending on the carrier, destination, and peak volume periods.

3. Do you deliver everywhere in Portugal?
Yes, we deliver throughout mainland Portugal.
For the Azores and Madeira, delivery times and costs may vary, and not all products may be available for shipping. If you have any questions, please contact us before completing your purchase.

4. What payment methods are available?

We currently offer, among others, the following payment methods (subject to availability at checkout):
• Bank card (credit or debit) – including Visa, Mastercard, American Express, Maestro and UnionPay;
• Payments via digital wallets, such as Apple Pay, Google Pay, or Shop Pay, when available;
• PayPal;
• MB WAY;
• Multibanco reference / bank transfer (when available);
• Cryptocurrency payments (including USDC, Bitcoin, and other supported currencies) through integration with Coinbase Commerce;
• Klarna (installment payments), when this option is available at checkout;
• Other methods indicated directly in the purchase process.

Payment methods may vary depending on the product type, campaign, or technical updates. Only the methods shown at checkout are active for the order in question.

5. Is it safe to pay with cryptocurrencies on UMBOX.pt?

Yes. We only work with partners who specialize in cryptocurrency payments.

Payments in USDC, Bitcoin, and other supported cryptocurrencies are processed through integration with Coinbase Commerce, an international platform dedicated to managing crypto payments.

How does payment processing work with Coinbase Commerce?
• At checkout, select the cryptocurrency payment option (Coinbase Commerce);
• You will be redirected to a secure page where you can choose the digital currency you wish to use (for example, USDC or Bitcoin);
• Coinbase Commerce generates a unique address or QR code for your payment, valid for a limited time;
• You send from your own wallet or the exchange platform you use;
• After confirmation on the blockchain network, Coinbase Commerce automatically notifies UMBOX.pt and your order is marked as paid. The amount is converted to euros (EUR) by the payment provider, according to the terms of that service.

UMBOX.pt does not have access to your complete card details, crypto wallet information, or private keys; all technical processing is carried out by certified entities.

Refunds for orders paid in cryptocurrency will, whenever possible, be made in euros (EUR), via bank transfer or other agreed method, in accordance with our "Payments and Refunds" page.

6. Can I receive an invoice with my NIF (NIF tax identification number)?
Yes. At the time of purchase, please provide your NIF (NIF tax identification number) and correct billing information.
If you need to correct any information, please contact us as soon as possible after order confirmation. In some cases, changes may not be possible if the invoice has already been issued and reported to the tax authorities.

7. How can I track my order?
Whenever possible, we send a tracking code via email or message so you can follow the delivery status online.
For some economy or special shipments, tracking may not be available; in that case, we will indicate this information.

8. How does the product return process work?
You generally have 14 days after receiving the product to exercise your right of return, in accordance with current legislation.
You must contact us first (Contact page, email, WhatsApp or Telegram) to receive instructions on the return address and procedures.
Unless there is a defect or error on our part, the return shipping costs are borne by the customer.
For more details, please refer to the "Right of Withdrawal and Returns" section in our Terms and Conditions and the "Payments and Returns" page.

9. Are there any products that I cannot return?
For hygiene, safety, or personalization reasons, some items may not be eligible for return, especially if the packaging has been opened (for example, certain personal care products or consumables).
Whenever possible, this information will be indicated on the product page.

10. In which languages do they provide customer support?
We provide support in Portuguese, English, Russian, and Ukrainian.
You can contact us through the Contact page, email, WhatsApp, or Telegram.
If you haven't found an answer to your question, talk to us – we'll be happy to help.

11. Can I pay in installments with Klarna?

When available at checkout, you will be able to select the Klarna option to pay for your purchase in installments.
• The credit agreement is signed directly between the customer and Klarna; UMBOX.pt only offers this payment method.
• Approval, the number of installments, and any associated charges are decided by Klarna, according to its credit analysis.
• The order is considered paid by UMBOX.pt when we receive payment confirmation from Klarna. For more details, always consult the terms and conditions presented by Klarna when choosing this payment method.