Shipping policy

Shipping and Returns Policies

1. Shipping destinations

Oporto Amigurumi ships to:

  • Mainland Portugal;
  • Mainland Spain.

Shipping to the Azores, Madeira, Balearic Islands, Canary Islands, Ceuta and Melilla is currently unavailable. Available destinations are confirmed at checkout.

2. Order processing

Orders are prepared once payment has been confirmed.

The normal preparation time is 1 working day, excluding Saturdays, Sundays and public holidays.

This period is used to check products, prepare packaging, issue documents and arrange the shipment.

During busy periods, promotional campaigns, Black Friday, Christmas, holidays or other exceptional situations, preparation may take longer. Where a significant delay is expected, we will try to notify the customer using the contact details supplied with the order.

A product's availability in the shop aims to reflect available inventory. However, stock discrepancies may arise from simultaneous sales, counting errors, damage detected during preparation or technical faults.

If an item becomes unavailable after purchase, the customer will be contacted to choose, where applicable, between a replacement, a refund for the item or cancellation of the order.

3. Estimated transit time

After the order is handed to the carrier, the estimated transit time is:

  • Mainland Portugal: 1 to 3 working days;
  • Mainland Spain: 1 to 3 working days.

The total delivery time consists of order preparation time plus transit time.

Dates displayed at checkout are calculated automatically and are estimates, not a guarantee of delivery on a specific date.

Delays may occur for reasons beyond Oporto Amigurumi's control, including:

  • High order volumes;
  • Holiday periods;
  • Weather conditions;
  • Strikes;
  • Disruptions or restrictions to transport links;
  • Carrier operational failures;
  • Incorrect or incomplete addresses;
  • Recipient absence;
  • Other unforeseeable or unavoidable circumstances.

These delays do not affect consumers' statutory rights.

Unless otherwise agreed with the customer, the order will be delivered within the statutory maximum of 30 days after the contract is concluded. If this deadline is not met, the consumer rights provided by current law apply.

Oporto Amigurumi does not control delays exclusively attributable to the carrier or resulting from unforeseeable circumstances, but will monitor the situation and assist the customer, without prejudice to its legal obligations and consumers' rights.

4. Shipping costs

All orders are subject to shipping charges.

Oporto Amigurumi does not offer free shipping, regardless of order value, unless a specific promotional campaign expressly stating otherwise is announced.

Shipping costs are calculated automatically at checkout based on the destination and total order weight.

Mainland Portugal

  • Up to and including 1 kg: 4,99 €;
  • Over 1 kg and up to 5 kg: 5,99 €.

Mainland Spain

  • Up to and including 1 kg: 5,99 €;
  • Over 1 kg and up to 5 kg: 7,99 €.

For orders weighing more than 5 kg, a shipping option may not appear at checkout. In that case, customers can contact us at geral@oportoamigurumi.pt so we can assess shipping options and provide a quote.

Shipping charges are not included in the prices shown on product pages.

Oporto Amigurumi may update shipping rates. Changes do not affect completed orders.

5. Carriers

The carrier is selected by Oporto Amigurumi and may vary depending on:

  • The destination;
  • The order's weight and dimensions;
  • The service available;
  • The estimated delivery time;
  • Operating conditions at the time of dispatch.

At checkout, customers select Standard Shipping, but not a specific carrier.

Use of a particular carrier is not guaranteed unless this option is expressly offered to the customer at checkout.

6. Delivery method

Orders are delivered to the address provided by the customer at checkout.

We do not currently offer customers the option to select a collection point at checkout.

In certain situations, particularly following an unsuccessful delivery attempt, the carrier may redirect the order to a collection point near the recipient's address.

Applicable options and procedures depend on the carrier used.

7. Order tracking

All shipments include a tracking number.

After dispatch, the customer will receive a message with the order's tracking code or link.

Tracking information is provided by the carrier and may take a few hours to become available or show updates.

We recommend monitoring tracking and checking for delivery attempts, information requests or availability of the order at a collection point.

8. Delivery address

Before completing a purchase, customers should confirm that they have correctly provided:

  • Recipient's name;
  • Full address;
  • Door number;
  • Floor, flat or any other necessary details;
  • Postcode;
  • Town or city;
  • Country or region;
  • Telephone number;
  • Email address.

If customers notice an error, they should contact us immediately at geral@oportoamigurumi.pt.

The address can only be changed while the order has not yet been processed or handed to the carrier.

After dispatch, we cannot guarantee that the carrier will accept changes.

9. Delivery attempts and uncollected orders

Customers must ensure someone is available to receive the order when the service requires delivery in person.

If the carrier cannot deliver, it may:

  • Make another attempt;
  • Contact the recipient;
  • Redirect the order to a collection point;
  • Return the order to Oporto Amigurumi.

If an order is returned due to an incorrect or incomplete address, repeated absence, unjustified refusal or failure to collect within the time limit, the customer may have to pay for reshipping.

This rule does not apply where the failure is attributable to Oporto Amigurumi or the carrier.

If the customer does not want the order resent, the refund will be made in accordance with applicable law and the Returns and Refund Policy. Only costs legally chargeable to the customer and properly justified may be deducted.

10. Damaged orders

Customers should inspect the packaging and items promptly after receipt.

If an order arrives visibly damaged, open, wet or showing signs of tampering, we recommend that you:

  • Record the issue with the carrier, where possible;
  • Photograph the packaging before opening it;
  • Photograph the shipping label;
  • Photograph the items and damage;
  • Keep the packaging and protective materials;
  • Contact us at geral@oportoamigurumi.pt as soon as possible.

To help us assess the issue, please provide the order number and any available photographs.

This recommendation does not limit or remove consumers' statutory rights.

11. Delayed orders or tracking without updates

If tracking shows no updates for an unusually long period or the order is significantly overdue, customers should contact us at geral@oportoamigurumi.pt.

Oporto Amigurumi will request clarification from Packlink PRO or the carrier and monitor the situation until an outcome is reached.

A delayed order will not automatically be considered lost. Confirmation of loss depends on the carrier's investigation and procedures, without prejudice to consumers' statutory rights.

12. Lost orders

When the carrier confirms that an order has been lost, Oporto Amigurumi will offer the customer an appropriate solution, which may include:

  • Resending the items, where stock is available;
  • A replacement agreed with the customer;
  • A refund of the applicable amounts.

Customers will not be held responsible for loss occurring before they take physical possession of the order, unless they directly engaged a carrier not offered by Oporto Amigurumi.

13. Transfer of risk

The risk of loss or damage passes to the consumer when they, or a person they designate other than the carrier, take physical possession of the goods.

Until that point, responsibility for the order remains as provided by applicable law.

14. Contact

For questions about preparation, shipping, tracking or delivery:

Oporto Amigurumi
Email: geral@oportoamigurumi.pt