Shipping policy

SHIPPING COSTS

POINT 1. COUNTRIES WHERE WE SHIP TO

We currently ship to Portugal and the Islands of Madeira and the Azores, as per the table below with prices and shipping times.

POINT 2. SHIPPING METHODS

We ship via CTT via registered mail to Portugal and the Islands of Madeira and the Azores.

Delivery of your order will be made to the address entered in your order.

POINT 3. SHIPPING COSTS

Shipping costs are calculated when the order is finalized, using our system, and depend on the actual or volumetric weight of the order, the selected delivery address and the tariff of the carrier(s).

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

3.1 SHIPPING COSTS TO MAINLAND PORTUGAL / MADEIRA AND AZORES

COUNTRY	PORTUGAL	MADEIRA ISLAND	AZORES ISLAND
Up to 99 grams	4,10 €	4,10 €	4,10 €
From 100 to 499 Grams	4,80 €	4,80 €	4,80 €
From 500 to 2000 Grams	7,80 €	7,80 €	7,80 €
Free shipping costs with purchase value	Equal or greater than €30	Equal or greater than €30	Equal or greater than €30
Sending time	2 to 3 business days	3 to 5 business days	3 to 5 business days

Shipping Tracking:

Portugal - CTT: Track your order here by entering the tracking code sent to you by email.

SHIPPING INCLUDED - SALE CONDITIONS

A. DIRECT SHIPPING FROM SUPPLIER

- All items inserted and sold on this website that have the information with a green label "shipping included" are sent directly from the supplier to the customer.

- The delivery time for these items varies between 7 and 12 working days, with some exceptions.

- Any problem with these items should be dealt with directly with the Acexarme online store via the normal email or telephone channels:

Email: suporte@acexarme.com

B. SHIPPING COSTS

- There are no shipping costs with these items as the shipping price is included in the final price of the product, unless you purchase an item where there are shipping costs associated with a "shipping included" item. In this case, you will only pay shipping costs for the item that does not have "shipping costs included" in the price.

C. COUNTRIES TO WHERE WE MAKE THESE SHIPMENTS

- At the moment, these items are only sent to Portugal.

Once the order has been shipped, the customer will receive an email with a code to track their order. When you try to track your order online upon receipt of the shipping confirmation email, it may not return any results. In fact, shipping information may take up to 24 hours after receipt of 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 related to the order (delivery address, payment confirmation, products out of stock, etc.), we will contact the customer through our Customer Support.

The delivery times given by us will always be guiding and informative, and are not binding on “Acexarme”.

“Acexarme” will not be responsible for any delay or non-compliance due to force majeure, that is, the expression of any act, strike, event, omission or accident that is beyond our reasonable control.

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

POINT 5. HOME SHIPPING - CTT

Orders are delivered from Monday to Friday, excluding local or national holidays, to the address that the customer indicates when placing the order. The customer can receive the order wherever they wish (except at PO Boxes), from Monday to Friday. To do this, simply provide us with the address where you will be present between 9am and 6pm.

A delivery attempt will be made by a courier from the carrier, if he/she is not at your address, a collection receipt for your order will be left and it will be forwarded to a CTT post closest to you. The order awaits collection at the CTT post for 5 working days. After this time it is returned to “Acexarme”.

Providing an incorrect or incomplete delivery address may result in it being returned to “Acexarme”, resulting in additional costs for the customer, so we recommend that the customer always ensure that the delivery address indicated when registering the order is actually correct. and complete. Once the order has been processed, it is not possible to change the delivery address or the billing details you provided.

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

POINT 6. ORDER RECEIPT

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

This complaint of non-conformity must be made within a maximum period of 24 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, less shipping and return costs.

If the reason for the failed delivery and return of the order is the responsibility of the freight forwarder, regardless of the payment method chosen, the customer will have to send us a written complaint to envios@acexarme.com, to be analyzed by the freight forwarder.

If the problem with 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 choose to refund the original payment method. If the original payment was made by Multibanco, the customer will have to provide 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 transporter. 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 transport company. If the carrier accepts full responsibility for returning the order and if all items originally ordered are available, we will suggest re-shipment to the customer at no additional cost. If the carrier does not accept responsibility, we will not be able to accept the claim, which means that the refund or replacement order will be subject to the above-mentioned terms relating to orders returned to Acexarme.