Shipping & Returns Policy

1. Inventory
Subject to stock availability. We try to maintain accurate inventory counts on our website, but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item, would like to change the product to another option, or if you would prefer for us to process a refund.

2. Shipping
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer. Duties MAY be required before or upon delivery. It is the customer's responsibility to pay any duties that are applied. Please see section 7.2.

3. Returns
3.1 The garment and/or items the customer purchase are made specifically for them. If the customer receives an item that does not fit, it would NOT qualify for a refund, unless the garment doesn't match our size guides. We would then require images of the garment with a measuring tape so our fulfillment team can review them. We suggest referring to our size guide on our storefront to prevent sizing issues from happening. 
 
3.2 Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense. 

3.3 Cancellations Due To Change Of Mind or Error

Any changes to an order must to be made before the order goes into fulfillment, this includes cancellations. If your order is "Waiting for fulfillment" you'll be able to modify it or cancel it but if the order goes into "Being fulfilled" status no changes can be made to it other than changing the address. Please contact us at info@theportuguesestore.ca if you have any issues. 

4. Delivery Terms
4.1 Transit Time Domestically (Canada & USA)
In general, domestic shipments (Canada & USA) are in transit for 2 - 7 days.

4.2 Transit Time Internationally (Outside of Canada & USA)
Generally, orders shipped internationally are in transit for 5 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your shipping courier at checkout.

4.3 Packing and Dispatch Time
Orders are usually dispatched within 2-7 business days of payment of order. Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum. Please note, these are estimations and may take longer. 

4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been shipped.

4.5 P.O. Box Shipping
The Portuguese Store will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

4.6 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.

4.7 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation. Please note, items may be delivered in different packages. 

5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, please take a photo and describe any damages that may have been caused to your products. Please contact customer service with next steps.

7. Taxes & Duties 
7.1 Sales Tax
Sales tax is applied to the price of the goods as displayed on the website.

7.2 Import Duties & Taxes
Duties and/or taxes may be requested before or upon delivery depending on the customer's location. This will be the responsibility of the customer.

8. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been fulfilled. If an order has already been dispatched, please refer to our refund policy.

9. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

10. Customer service
For all customer service inquiries, please email us at info@theportuguesestore.ca