1. Scope and carrier

All shipments are made via DPD/SEUR (DPDgroup), with home delivery options and Pickup points (Shop2Home / Shop2Shop).

2. Delivery times

• Order preparation: dispatched within 1 working day of payment confirmation.
• Working days only: on weekends and public holidays orders are not processed or shipped; they are queued for the next working day.
• Cut-off time: payments confirmed after 12:00 are processed the following working day.
• Transit (estimates):
  
  • Mainland Portugal: 1-3 working days
  • Spain (SEUR Business): ~ 2-3 working days
  • European Union (land): 2-7 working days (varies by country/region)
    Indicative deadlines in working days from collection by the carrier.

3. Shipping methods (selected at checkout)

• SEUR Business (Spain) – home delivery
• DPD Business (International Ground – EU) – home delivery
• Shop to Shop (DPD Pickup) – pickup at a Pickup Point
• Shop to Home – shipping via Pickup network with delivery to address

4. Costs

Shipping costs are calculated automatically according to weight/volume, destination and selected method, and are shown before you finalize your purchase.

5. Delivery areas

• Mainland Portugal and Islands (Madeira/Azores)
• Spain (SEUR Business)
• European Union (DPD Business – overland)
  We do not currently ship outside the EU.

6. Tracking

After shipment you will receive an email/SMS with the tracking number to follow the delivery and, where available, adjust the date/place or select the Pickup Point.

7. Absences, non-pickup and re-shipments

• In the Shop to Home option, in the event of absence, a new attempt can be made or the order can be forwarded to the Pickup Point.
• Orders not picked up within the period indicated by Pickup will be returned to the sender.
• Reshipments due to incorrect address, repeated absence or non-pickup may incur additional costs (new postage).

8. Packaging, damage and claims

We use robust packaging that is suitable for the contents. On receipt, check the packaging/product; if you detect damage, report it to the courier/pickup, take photographs and contact us within 48 hours with the order number and images. We will proceed in accordance with our replacement/refund policy.

9. Operational capacity

EMBROIDERY CONCEPT STORE is a micro-enterprise. Despite our best efforts, there may be occasional constraints (e.g. participation in fairs/trainings, illness, peaks in demand) that extend preparation times by 1-2 working days. Whenever foreseeable, we will notify you on the website or by email.

If you have a delivery with a critical date, please contact us before you buy so that we can advise you on the most suitable method.

10. Returns (summary)

Returns are governed by our Terms & Conditions:

• Deadline: 14 working days from receipt
• Costs: return at customer’s expense
• Conditions: product in original/unopened condition
• Exclusions: individual skeins and books (unless defective)
  See the full policy on the Terms & Conditions page .

11. Contact

Questions about shipping? info@embroideryconceptstore.pt