Shipping, Exchanges and Returns

Shipping
The delivery service is handled by CTT Expresso (or another logistics partner). The delivery day and time will be defined by the carrier company. Upon delivery, the customer must check/inspect the package and the products to verify their condition or any possible damage. If any discrepancies are noticed in the box containing the order or damage to the products, the customer must notify the driver and inform Entre Pratos within a maximum of 24 hours.

Once the damage to the product(s) is verified, Entre Pratos will send a replacement unit at no additional cost. If there is a stock shortage, the value of the damaged product(s) will be refunded.

Deliveries are only accepted within mainland Portugal. Shipments to the Azores, Madeira, and international shipments are subject to a separate quotation, which can be requested by sending an email to loja@entrepratos.pt.

Delivery Times
Unless there are exceptional situations, such as festive periods, items will be delivered within a maximum of 1 to 5 working days after the payment of the order. For CTT Expresso, one delivery attempt is made, and if unsuccessful, the order will be available for pickup at one of the CTT stores. If there is any delay due to force majeure, Entre Pratos is committed to informing the customer and making the best efforts to resolve the situation as quickly as possible.

Shipping Costs
Shipping costs are charged per order, and the amount will be shown before the order confirmation. The customer can choose the delivery service (handled by a logistics partner) or opt for pickup at the physical store with no additional charge and immediate collection.

Shipping costs do not include insurance for delays or loss during shipment. We make every effort to ensure orders arrive as expected, but occasional delays or other issues beyond Entre Pratos' control may occur, for which we cannot be held responsible.

Exchanges and Returns
Any item purchased on https://entrepratos.pt that does not fully satisfy the customer may be returned, provided it has not been used and is in perfect condition. The customer has a maximum period of 14 days from the date of delivery to request an exchange or return.

To make an exchange or return, the customer must send an email to loja@entrepratos.pt requesting the exchange or return, indicating the order number and the item(s) to be exchanged or returned, and await instructions from Entre Pratos. After receiving the instructions from Entre Pratos, the customer must send the item(s) to the Entre Pratos address exactly in the same condition as when the order was received.

Never return the order without authorization from Entre Pratos, as we will not be responsible for its non-arrival.

The shipping costs for exchanges or returns will be borne by the customer, and the method used is the customer's responsibility. Entre Pratos will not be held responsible for any damages caused to the order during the exchange or return process, or for any loss.

In the case of an exchange or return, the shipping costs paid at the time of purchase will not be refunded.

Upon receiving the item(s) for exchange or return at Entre Pratos' facilities, and after confirming the condition of the item(s), we will proceed with the refund of the corresponding amount within a maximum of 5 working days.

Only items that are in perfect original condition, without any signs of use, and with all the accessories included will be accepted for exchange or return.

Items purchased through custom orders will not be accepted for exchange or return, unless they have a manufacturing defect.