Shipping policy

SHIPPING COSTS

 

POINT 1. COUNTRIES WE SHIP TO

We currently only ship to mainland Portugal, with prices per kilo in Euros listed below and the respective shipping times.

We do not ship to:

Madeira and Azores Islands

POINT 2. SHIPPING METHODS

We ship via SEUR and GLS carriers and the service includes signature upon delivery.

Your order will be delivered to the address provided in your order.

Preparation times are the days it takes to process the order and last between 2 and 3 business days. The delivery time for the order is usually between 5 and 7 business days.

POINT 3. SHIPPING COSTS

Shipping costs are calculated by our system when you finalize your order and depend on the actual weight or volume of the order, the delivery address selected and the shipping company(ies)' rates.

As the customer adds products to the cart, the shipping costs will be updated.

3.1 SHIPPING COSTS TO MAINLAND PORTUGAL

TRANSPORT	SEUR	GLS
PREPARATION TIME	2 to 3 business days	2 to 3 business days
DELIVERY TIME	Up to 7 days	Up to 7 days
WEIGHT KG / COUNTRY	PORTUGAL	PORTUGAL
Até 1 Kg	5.39
1 a 4 Kg	6.02
5	6.73
6	7.46
7	7.8
8	8.23
9	8.66
9 a 13 Kg	10.38
14	11.57
15		18.38
16		18.99
17		19.60
18		20.22
19		20.83
20		21.44
21		22.05
22		22.67
23		23.28
24		23.89
25		24.51
26		25.12
27		25.73
28		26.34
29		26.96
30		27.57
31		28.18
32		28.79
33		29.41
34		30.02
35		30.63
36		31.24
37		31.86
38		32.47
39		33.08
40		33.69
41		34.31
42		34.92
43		35.53
44		36.14
45		36.76
46		37.37
47		37.98
48		38.59
49		39.21
50		39.82
50 a 52 Kg		40.43
52 a 54 Kg		41.66
54 a 56 Kg		42.88
56 a 58 Kg		44.11
58 a 60 Kg		45.33
60 a 62 Kg		46.56
62 a 64 Kg		47.78
64 a 66 Kg		49.01
66 a 68 Kg		50.23
68 a 70 Kg		51.46
70 a 72 Kg		52.68
72 a 74 Kg		53.91
74 a 76 Kg		55.14
76 a 78 Kg		56.36
78 a 80 Kg		57.59

Shipment Tracking:

Portugal - We will send you an email with the tracking code and the carrier to track your order.

Once the order has been shipped, the customer will receive an email with a code to track their order. When trying to track the order online upon receiving the shipping confirmation email, it may not return any results. In fact, shipping information may take up to 24 hours after receiving the shipping confirmation to be updated on the carriers' website.

POINT 4. DELIVERY TIMES

With some exceptions and due to stock replenishment, certain shipments may take up to 10 business days.

If we have any questions regarding the order (delivery address, payment confirmation, out-of-stock products, etc.), we will contact the customer through our Customer Support.

The preparation times and delivery deadlines given by us depend on the destination and the chosen transport option and will always be for guidance and information purposes only and are not binding on “Acexarme”.

Any delay in meeting the deadlines will not give the customer the right to claim direct damages, compensation, or to reject or suspend the order.

“Acexarme” shall not be liable for any delay or failure to comply due to force majeure, that is, any act, strike, event, omission or accident beyond our reasonable control.

We are not liable for the actions of the transport companies we use to deliver your products at any time.

POINT 5. HOME DELIVERY

Orders are delivered from Monday to Friday, with the exception of local or national holidays, to the address indicated by the customer when placing the order. The customer may receive the order wherever they wish (except at PO boxes), from Monday to Friday. To do so, simply provide us with the address where you will be present between 9:00 a.m. and 6:00 p.m.

A delivery attempt will be made by a courier from the transport company. If the courier is not at your address, a receipt will be left for collecting your order and it will be forwarded to a transport company office closest to you. The order will be collected at the post office for 5 working days, or you will be contacted by email to arrange collection. After this time, it will be returned to “Acexarme”.

Providing an incorrect or incomplete delivery address may result in the order being returned to “Acexarme”, which will incur additional costs for the customer. We therefore recommend that the customer always ensures that the delivery address provided when registering the order is correct and complete. Once the order has been processed, it is not possible to change the delivery address or the billing details provided.

NOTICE: It is not possible to choose a specific delivery time, as this will be subject to the route defined by the carrier for the courier on the day of delivery.

POINT 6. RECEIVING THE ORDER

We recommend that all delivered orders be subject to verification and control, and that any anomalies with the type, quality or quantity of the item be reported immediately to our email address: envios@acexarme.com.

This complaint of non-compliance must be made within a maximum period of 48 hours after delivery of the order.

POINT 7. ORDERS RETURNED TO ACEXARME

If an order is returned to Acexarme for reasons not attributable to Acexarme or the carrier, Acexarme will refund the amount paid for it, minus the shipping and return costs.

If the reason for the unsuccessful delivery and return of the order is the responsibility of the carrier, regardless of the payment method chosen, the customer must send us a written complaint to envios@acexarme.com, so that it can be analyzed by the carrier.

If the problem with the delivery was caused by an incorrect or incomplete address, we ask that the customer attach proof of address (for example, electricity, water or gas bill) to the complaint.

The customer may opt for a refund using the original payment method. If the original payment was made by Multibanco, the customer will have to provide their bank details for the refund to be made.

The solution that Acexarme will present to the customer will depend on the response given by the carrier. Therefore, in cases of complaints arising from the transport service, we will only be able to present a solution to the customer after receiving a response from the carrier. If the carrier accepts full responsibility for the return of the order and if all the items originally ordered are available, we will suggest that the customer resend the order at no additional cost. If the carrier does not accept responsibility, we will not be able to accept the complaint, which means that the refund or replacement order will be subject to the above terms regarding orders returned to Acexarme.

 

Shipping Policy drawn up on 24 April 2025.