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Shipment

  • Shipping Information

    At PORTA TERRA, we carefully check, pack, and ship every order so you can shop with confidence.
    Products may be shipped from France or from partner logistics facilities.
    Shipping methods, carriers, and delivery times vary depending on the destination country/region, product type, logistics conditions, and customs procedures.

    Changes and Cancellations After Order Confirmation
    Once your order is confirmed, we begin arranging and preparing your shipment.
    For this reason, additions, changes, cancellations, or changes to the shipping address may not be possible after order confirmation.
    Please confirm your items, quantities, shipping address, and contact details before completing your order.
    If some or all ordered items become unavailable due to stock changes, discontinuation, or shipping restrictions, we will contact you as soon as possible and offer an alternative, cancel the affected item, or issue a refund.

    Order Confirmation Email
    After you place an order, an order confirmation email is automatically sent to your registered email address.
    If you don't receive it, please check your spam folder, that your email address is correct, and that your settings allow emails from us.

    Payment Methods
    Available payment methods are limited to those shown at checkout, which may include credit card, Shop Pay, Apple Pay, Google Pay, PayPal, and other approved payment services.

    Shipping Methods and Fees
    Shipping fees are calculated based on the destination country/region, product weight, packaging weight, and shipping method. The exact fee is shown at checkout.
    When multiple items are ordered together, they may be combined into one shipment where possible; however, depending on stock, shipping origin, or restrictions, orders may be split.

    Carrier
    Products are shipped via international mail, international shipping services, or partner carriers. The final carrier may vary by destination.

    Delivery Time
    Orders are processed and shipped within 3-7 business days after payment confirmation. Estimated delivery after dispatch is usually about 7-14 business days.
    Delivery times may vary due to the destination country/region, customs procedures, carrier conditions, weather/disasters/strikes, peak seasons (year-end, Christmas, Easter, summer holidays), and local holidays or delivery conditions.
    Estimated dates are guidelines only and do not guarantee an arrival date.

    Delivery Date/Time Requests
    Because shipping is international, we may not be able to accommodate delivery date or time requests.
    If you are absent, the carrier may leave a delivery notice, or redelivery/pickup may be required per the carrier's instructions.
    If not received within the carrier's storage period, the parcel may be returned, stored, or discarded.

    Refusal of Delivery, Long-Term Absence, Incorrect Address
    If a parcel is returned, stored, or discarded due to refusal of delivery, long-term absence, incorrect shipping address, or non-payment of customs duties/import taxes/clearance fees, we may be unable to refund the product price, shipping, return shipping, storage, handling, or other incurred costs.
    Please enter your shipping address accurately before ordering.

    Customs and Import Taxes
    For international shipping, duties, import taxes, consumption tax, VAT, clearance fees, or other charges may apply on arrival, as determined by the destination country's customs or carrier, and are the customer's responsibility as importer.
    We cannot guarantee in advance whether such charges apply or their amount. Please contact the customs authority in your destination for details.

    Import Restrictions and Quantity Limits
    Some countries/regions restrict or limit imports of cosmetics, foods, supplements, quasi-drugs, or certain products.
    The customer is responsible for confirming in advance that ordered items may be imported under the destination's laws and regulations.
    Large quantities of the same item may be treated as commercial imports rather than personal use, which may cause customs delays, refusal, return, or disposal.
    To ensure smooth customs clearance, we may limit the quantity of identical items per order.

    Returns, Exchanges, and Defective Products
    Returns and exchanges are accepted within 30 days of delivery. For full details on eligibility, return shipping responsibility, and restocking fees, please see our Return and Refund Policy: https://porta-terra.com/pages/return-and-refund-policy

    Delayed, Lost, or Damaged Shipments
    If your order is significantly delayed, appears lost in transit, or arrives damaged, please contact customer support.
    We will investigate with the carrier and, depending on the situation, may offer a reasonable solution including reshipment, replacement, partial refund, or full refund.
    However, refunds or reshipments may not apply where caused by the customer, such as non-receipt, incorrect address, refusal of delivery, non-payment of customs/import taxes, or confiscation/return/disposal due to local import regulations.

    Customer Support
    For questions about shipping, orders, or returns and exchanges, please contact:
    Email: info@porta-terra.com