Política de envío

Shipping Policy

Last updated: April 17, 2026

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1. ORDER PROCESSING

We process and ship orders within 2 to 5 business days after payment confirmation. Orders are not processed on weekends or public holidays.

You will receive a confirmation email once your order has been dispatched.

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2. ESTIMATED DELIVERY TIMES

Delivery times vary depending on the destination:

These timeframes are estimates from the shipping date and may vary due to factors beyond our control, such as customs delays, weather conditions, or periods of high demand.

In accordance with EU consumer law, if your order has not been delivered within 30 days of the estimated delivery date, you have the right to cancel your order and receive a full refund, unless you have agreed to an extended delivery period.

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3. SHIPPING COSTS

We offer free shipping on all orders, regardless of order value or destination.

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4. SHIPPING DESTINATIONS

We ship to Portugal and most countries worldwide, including Europe, the Americas, Asia, and other regions.

If you are unsure whether we ship to your country, please contact us at supportzwalle@gmail.com before placing your order.

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5. ORDER TRACKING

All orders include a tracking number, which will be sent to your email address once the order has been dispatched. You can use this number to track your order through the carrier's website or through our order tracking page.

Please note that tracking information may take 2 to 5 business days to update after shipment.

5.1  LOGISTICS NETWORK

Some orders are shipped via the Cainiao logistics network, an international shipping partner used in collaboration with local carriers such as CTT (Portugal's national postal service). If you see "Cainiao" referenced in your tracking notifications or SMS updates, this is completely normal — it reflects the international logistics partner handling your shipment before final delivery by your local carrier.

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6. RISK OF LOSS

The risk of loss or damage to your order transfers to you upon physical delivery of the products, in accordance with applicable European consumer law.

If your order is damaged upon arrival, please contact us immediately at supportzwalle@gmail.com with photos of the damage.

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7. CUSTOMS AND IMPORT FEES

For orders delivered outside the European Union, customs duties, import taxes, or other local fees may apply. These charges are the sole responsibility of the customer.

ZWalle has no control over these charges and cannot predict their amount. We recommend checking with your local customs authorities before placing your order.

For orders within the European Union, no additional customs duties apply.

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8. UNDELIVERED OR LOST ORDERS

If your order has not been delivered within the estimated timeframe, please contact us at supportzwalle@gmail.com. We will investigate the situation with the carrier.

If an order is confirmed lost or undelivered due to carrier issues, we will offer either:

• A free reshipment, or
• A full refund

If the delivery failure is due to an incorrect address provided by the customer or failure to collect from a pickup point, additional shipping costs may apply for reshipment.

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9. DELIVERY ADDRESS

Please ensure you provide a complete and accurate delivery address at checkout. ZWalle is not responsible for orders delivered to incorrect addresses provided by the customer or for orders not collected from pickup points within the carrier's holding period.

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10. DELAYED DELIVERY — YOUR RIGHTS

If your order is not delivered within the agreed or estimated timeframe, you may contact us to request an update. If delivery does not occur within 30 days of the estimated date, you have the right to cancel your order and receive a full refund, in accordance with EU Directive 2011/83/EU.

To exercise this right, contact us at supportzwalle@gmail.com.

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11. CONTACT

For any questions related to shipping, please contact us at:

ZWalle 📧 supportzwalle@gmail.com

We aim to respond within 2 to 5 business days.