Shipping policy
4. Shipping Costs
4.1 Shipping costs are calculated based on packaging and delivery method. Fixed-rate
Standard and Express options are available and displayed during checkout.
4.2 Madeira Friends ships primarily with CTT (Correios de Portugal). Shipping costs depend on destination (Portugal, EU, or Rest of World) and may change without prior notice.
5. Shipping and Delivery
5.1 Deliveries are made to the address provided by the customer (no P.O. boxes). Customers must ensure someone is available to receive the parcel.5.2 Estimated delivery times (indicative only):
Portugal (Mainland, Madeira, Azores): 2–5 working days
Europe: 5–9 working days
Rest of World: 8–15 working days
5.3 Delivery times may be affected by customs clearance, courier delays, weather, strikes, or other force majeure events.
5.4 Incorrect or incomplete addresses may lead to additional costs for the customer.
5.5 Customers will receive tracking information by email once the order has been dispatched.
5.6 Upon delivery, customers must inspect goods. Damaged parcels should be reported immediately to the carrier and Madeira Friends.
5.7 Madeira Friends is not responsible for shipments to countries where certain goods (e.g., alcohol, food products) are restricted or prohibited. Customers are responsible for customs clearance, import duties, or local taxes.
6. Returns, Exchanges and Cancellations
6.1 Due to the nature of food and perishable items, returns are generally not accepted unless products arrive damaged or incorrect.
6.2 Non-perishable goods (such as merchandise) may be returned within 14 days of receipt, provided they are unused, in original packaging, and accompanied by proof of purchase.
6.3 To request a return or exchange, customers must contact Madeira Friends before sending items back. Refunds will be issued using the original payment method once the product has been received and inspected.
6.4 Madeira Friends does not accept returns of used, altered, or damaged items resulting from improper storage or handling.