Shipping & Delivery Policy
Order processing time
Our office hours are Monday to Friday, from 9 am until 5 pm (London/Lisbon time). However, we are always available via email and will endeavour to respond to all customer enquiries as quickly as possible.
Your order will normally be processed within one working day. Orders placed after 2pm on weekdays and orders placed during weekends and Portuguese public holidays will be processed on the next working day. During busier periods it may take up to three. Orders will only be dispatched once payment has been confirmed.
Please be aware that some deliveries are taking longer than usual as a result of the global pandemic. Couriers have requested that we wait for two weeks from the date of despatch before we chase a delayed delivery.
Shipping rates are based on location and total order weight. The applicable shipping fees will be determined at the checkout based on the item price, discounts, or promotion codes before you submit your order. Upon checkout, you will be offered shipping options.
Duties and taxes
Customs import duties, VAT, and tariffs are the responsibility of the customer. Check with your country’s import restrictions prior to ordering.
The delivery options for each product on our website are listed on the relevant product pages. Each product is sent to you directly by the brand that created, designed, or selected it. You can find the name of the brand we work with for a specific product on the relevant product page. They choose their own shipping options and the countries they can deliver to.
Our sellers make the decision whether to offer Tracked Express, Saturday or Standard delivery options and some orders will also require a signature when you receive your package. All your orders placed on our website will have a shipping tracking number so you can track them and have an estimated arrival time.
Always check the relevant product page for accurate production times information. By purchasing an item you agree to the stated ready-to-dispatch date. In the event of any change, you’ll be notified of a revised delivery date by email. Please note that personalised, bespoke, and made-to-order products can take a bit longer to be produced.
Receiving my parcels
We recommend including a mobile phone number in order for the courier to send updates on the delivery progress to you. If you are not home to receive the delivery, you may need to check at your local post office or depot. Uncollected parcels are quickly returned to the sender. We cannot offer refunds on personalised items or on shipping for any order that is returned to us due to a failed delivery attempt. If a parcel is returned to the sender, we can resend it provided shipping is paid for by the customer. If you do not receive your order within 3 days of the expected delivery date, please let us know immediately so that we can help you locate it.
Unless you’re having a product specially made, delivery is normally within six to ten working days across Europe (excluding production times), and often much sooner. We also work with some European brands based in countries outside of the EU, such as Ukraine, and usually, the delivery times can extend to fourteen working days. We will include details of production times on the relevant product page and will let you know when they aim to dispatch your products once you’ve placed the order.
If you want more information about delivery for a product that you’ve already ordered, please contact us by using the contact on your order confirmation email. If you require further assistance please get in touch with us by phone (+351 916 234 466) – we’ll be happy to assist.
Very occasionally, unavoidable factors can delay a parcel (for example, bad weather or postal strikes). If this happens the Partner or us will contact you and, where possible and appropriate, will agree on a revised delivery date with you. Once your order has been dispatched, the Partner will be in touch again to let you know when to expect delivery. At busier times of the year such as Christmas, this may be longer and a notice will be displayed on the home page to notify customers of this.
Delivery and promotions
If you take advantage of a promotional code, the reduction is usually applied only to the price of the product and not the delivery cost. Any free delivery offers to refer to standard European delivery only.
All of our delivery times are estimated and as much as we’d like to, we just can’t guarantee specific dates. We will always try to get your order to you as soon as we possibly can but despite our best efforts on rare occasions your parcel may be held up in the postal system and may be late.
Ireland, Belgium, Luxembourg, Netherlands, Denmark, France, Germany, Monaco, Greece, Portugal, Italy, and Spain.
Please allow 5-10 working days from dispatch for delivery.
Rest of Europe
Albania, Andorra, Armenia, Austria, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Finland, Georgia, Gibraltar, Hungary, Iceland, Latvia, Liechtenstein, Lithuania, Macedonia (Republic of), Malta, Moldova (Republic of), Montenegro, Norway, Poland, Romania, San Marino, Serbia, Slovakia, Slovenia, Sweden, Switzerland, and Ukraine.
Please allow 10-14 working days from dispatch for delivery.
Delivery times are guidelines (for standard shipping) only. While we aim to ensure that all orders are received when expected, delivery to a remote destination is not always guaranteed to arrive within the specified shipping time-frame. We reserve the right to delay the dispatch of any order. Sometimes further security checks will be needed to verify a payment and this may delay an order. We will contact you per email if there is a delay or an item is out of stock.
Please note that additional import duties and taxes may apply on international deliveries depending on the destination and will be collected at the time of delivery. This is part of the customer’s responsibility. International carriage is non-refundable on any returned items.
Correct delivery information
Please ensure that you supply your full name and correct delivery address (including postal code and country of destination). Unfortunately, we can not be liable for orders that do not arrive at their destination due to incorrect delivery information being provided at checkout.
In the unlikely event of your order not arriving at its destination in spite of correct delivery information being provided at checkout, please contact us as soon as possible. Please note there is a 14 day cooling down period (from date of postage) before we will take action on lost or missing parcels sent using Standard Delivery and 7 days for Express Delivery.
Direct from supplier deliveries
Most of our products are shipped directly from the supplier – usually because is quicker. If this is the case you may receive your order in split packages. Even if your order arrives straight from one of our suppliers, your sale is with A Matter Of Style, so please contact us with any delivery-related queries.
We use tracked shipping methods and you can check the status of your package. Once your parcel has been handed over to one of our logistics partners, you will receive your order’s tracking number along with the delivery confirmation via email. This will allow you to check the status of your delivery online. You will also be able to follow the shipment of our order in the “My Orders” section of your account.
Contact us at email@example.com for questions related to our shipping and delivery policy.