SHIPPING POLICY

Last updated: 26 October 2026

1. Order Processing

At Terrae, every piece is prepared with care, respecting the artisanal process and the uniqueness of each product.

Orders are generally prepared within approximately 3–5 business days, unless a different timeframe is stated on the product page.

Some products are made to order and may require an estimated production period of 2–3 weeks. In such cases, the production period is additional to the shipping time.

Before placing an order, we recommend checking the product page to confirm availability and the stated preparation or production timeframe.

Processing times may vary depending on product availability, order volume and the nature of the artisanal production process.

2. Delivery Times

Orders are shipped using delivery companies such as DPD, depending on the destination and the options available at the time of purchase.

Once an order has been dispatched, the estimated delivery times are:

• Portugal: approximately 1 business day.
• Spain: approximately 1 business day.
• Other international destinations: delivery times depend on the destination country and the shipping service used.

These are estimates and may vary due to circumstances beyond Terrae’s control, including logistical issues, periods of high shipping volume, weather conditions or delivery difficulties.

The total time required to receive an order includes both the preparation or production period and the shipping time.

3. Shipping Costs

Shipping costs are calculated according to the destination, the characteristics of the order and the applicable rates.

The relevant amount will be displayed during checkout before the order is completed.

Where free-shipping promotions or other special conditions apply, these will be communicated in the online store and applied according to the stated terms.

4. Shipping Destinations

Terrae ships to destinations available in the online store.

Delivery availability and applicable rates may vary by destination country.

To check whether delivery is available to a particular address, customers should consult the options displayed during checkout.

5. Order Tracking

Where supported by the shipping service, customers may receive tracking information once their order has been dispatched.

Tracking allows customers to check the shipment status and, where available, the estimated delivery date.

If tracking information has not been received or a customer has difficulty locating an order, they may contact Terrae at geral@terraept.com.

6. Delivery Address

Customers are responsible for providing a complete and accurate delivery address and the contact details required for delivery.

If an address error is identified after an order has been placed, customers should contact Terrae as soon as possible.

Once an order has been dispatched, it may not always be possible to change the delivery address. Any change will depend on the options and conditions offered by the carrier.

Errors in the information provided by the customer may cause delays or delivery difficulties.

7. Delivery Delays

Terrae endeavours to prepare and dispatch all orders within the stated timeframes.

However, delays may occur due to circumstances beyond our control, including carrier issues, periods of high demand or logistical problems.

If an order does not arrive within the estimated timeframe, customers may contact Terrae so that we can check its status and help resolve the issue.

Estimated delivery times do not limit consumers’ statutory rights in the event of a delivery delay.

8. Products Damaged in Transit

If a customer receives a product that appears to have been damaged during transport, they should contact Terrae at:

geral@terraept.com

To help us assess the issue, we recommend providing:

• The order number.
• A description of the problem.
• Photographs of the product and packaging, where possible.

Terrae will assess the situation and communicate the steps required to resolve it in accordance with applicable law.

Consumers’ statutory rights regarding damaged or non-conforming products remain unaffected.

9. Handmade and Made-to-Order Products

Some Terrae products are made by hand and may not always be available for immediate dispatch.

Where a piece needs to be produced to order, the production timeframe will be the one stated on the product page or communicated during checkout.

Each piece is made with attention to detail and may display small natural variations in colour, texture or finish.

These characteristics form part of the artisanal process, provided they are consistent with the product description and its reasonably expected characteristics.

The production period must be considered together with the estimated shipping time when calculating the total delivery timeframe.

10. Contact

If you have any questions about shipping, delivery times or the status of your order, please contact us:

Terrae Lda.
NIPC: 513 104 020
Estrada Nacional 10, No. 93
2925-651 Brejos de Azeitão, Portugal

Email: geral@terraept.com
Website: www.terraept.com