Shipment

Shipping Information

At PORTA TERRA, we carefully handle, pack, and ship each order so that customers can shop with confidence.

Products may be shipped from France or from partner logistics facilities.
Shipping methods, carriers, and delivery times may vary depending on the destination country or region, product type, logistics conditions, and customs procedures.

Changes, Cancellations, and Modifications After Order Confirmation

Once your order is confirmed, we begin arranging the products and preparing the shipment.

For this reason, additions, changes, cancellations, or modifications to the shipping address may not be possible after order confirmation.

Please review your order details, quantities, shipping address, and contact information carefully before completing your purchase.

If one or more products become unavailable due to stock changes, discontinuation, shipping restrictions, or other reasons, we will contact you as soon as reasonably possible.
In such cases, we may offer an alternative product, cancel the unavailable item, or issue a refund for the affected item.

Order Confirmation Emails

After placing an order, an order confirmation email will be automatically sent to the email address registered at checkout.

If you do not receive the order confirmation email, please check the following:

- Your spam or junk mail folder
- Whether the registered email address is correct
- Whether your email settings allow messages from our store

Payment Methods

Available payment methods are limited to those displayed at checkout.

Credit cards, Shop Pay, Apple Pay, Google Pay, PayPal, and other approved payment services may be available.

Shipping Methods and Fees

Shipping fees are calculated based on the destination country or region, product weight, packaging weight, shipping method, and other applicable factors.

The exact shipping fee will be displayed at checkout.

When multiple items are ordered together, they may be combined into one shipment where possible.
However, depending on product availability, shipping origin, or shipping restrictions, orders may be shipped separately.

Shipping Method

Products are shipped through international postal services, international shipping services, or partner carriers.

The final delivery carrier may vary depending on the destination country or region.

Delivery Time

Orders are usually processed and dispatched within 3 to 7 business days after payment confirmation.

After dispatch, the estimated delivery time is usually 7 to 14 business days.

However, delivery times may vary depending on the following factors:

- Destination country or region
- Customs procedures
- Carrier conditions
- Weather, natural disasters, strikes, or other disruptions
- Peak seasons such as Christmas, New Year, Easter, and summer holidays
- Local holidays or delivery conditions

Delivery estimates are provided for reference only and are not guaranteed.

Delivery Date and Time Requests

Because orders are shipped internationally, we may not be able to accommodate specific delivery date or time requests.

If you are unavailable at the time of delivery, the carrier may leave a delivery notice or require you to arrange redelivery or pickup according to the carrier’s instructions.

If the package is not collected within the carrier’s storage period, it may be returned, stored, or disposed of.

Refusal of Delivery, Long-Term Absence, and Incorrect Address

If a package is returned, stored, or disposed of due to customer-related reasons, including refusal of delivery, long-term absence, incorrect shipping address, or non-payment of customs duties, import taxes, or customs clearance fees, we may not be able to refund the product price, shipping fees, return shipping fees, storage fees, handling fees, or any other related costs.

Please make sure that your shipping address is accurate before placing your order.

Customs Duties and Import Taxes

For international shipments, customs duties, import taxes, consumption tax, VAT, customs clearance fees, or other charges may be imposed by the destination country or region upon arrival.

These charges are determined by the customs authority or carrier in the destination country or region and are the responsibility of the customer as the importer of record.

We cannot guarantee in advance whether such charges will apply or the amount of such charges.

For more information, please contact the customs authority or relevant agency in your destination country or region.

Import Restrictions and Quantity Limits

Some countries or regions may have import restrictions or quantity limits for cosmetics, food products, supplements, quasi-drugs, or other specific product categories.

The customer is responsible for confirming that the ordered products are permitted for import under the laws and regulations of the destination country or region.

A large quantity of the same item may be considered a commercial import rather than a personal purchase by customs authorities.
This may result in customs delays, refusal of entry, return, or disposal.

To help ensure smooth customs clearance, our store may limit the quantity of identical items per order.

Returns, Exchanges, and Defective Products

We accept returns or exchanges only in cases where the item is defective, damaged during shipping, incorrectly shipped, or materially different from the item ordered.

If you receive such an item, please contact customer support within 7 calendar days from the date the tracking information shows the package as delivered.

When contacting us, please provide the following information:

- Order number
- Photos showing the condition of the product
- Photos showing the outer box and packaging condition
- Photos showing the shipping label

The following situations do not qualify as product defects:

- Minor scratches, dents, stains, or damage to the outer box or packaging caused during international transit
- Manufacturer packaging design changes
- Label updates
- Bottle or container appearance differences
- Incorrect order placed by the customer
- Incorrect shipping address entered by the customer
- Refusal of delivery
- Long-term absence
- Non-payment of customs duties, import taxes, or customs clearance fees
- Dissatisfaction not related to a product defect

If a return or exchange is approved due to our error or a confirmed product defect, we will provide further instructions regarding the return procedure, replacement, reshipment, or refund.

Delayed, Lost, or Damaged Shipments

If your order is significantly delayed, appears to be lost during transit, or arrives damaged, please contact customer support.

We will work with the carrier to investigate the issue and, depending on the situation, may offer a reasonable solution, including reshipment, replacement, partial refund, or full refund.

However, refunds or reshipments may not be available in cases caused by customer-related reasons, including failure to receive the package, incorrect address, refusal of delivery, non-payment of customs duties or import taxes, confiscation, return, or disposal due to local import regulations.

Customer Support

If you have any questions regarding shipping, orders, returns, or exchanges, please contact us at:

Email: info@porta-terra.com
Phone: 03-6712-1939