Shipping policy

Shipping Policy

At Altessa Maison, we are committed to providing a clear, reliable, and transparent delivery experience. Please review the information below before placing your order.

Shipping Destinations

We currently offer delivery to the following destinations:

Portugal
European Union countries
United Kingdom
Norway
Switzerland
Iceland
Liechtenstein
Continental United States

For the United States, we currently deliver to addresses within the continental United States. Delivery is not currently available to Alaska, Hawaii, Puerto Rico, other U.S. territories, or APO/FPO military addresses.

Delivery availability for your specific address will always be confirmed during checkout. If a destination or address cannot be selected at checkout, we are currently unable to ship to that location.

Shipping Cost

We offer free standard tracked shipping on all eligible orders to the destinations listed above.

There is no minimum order value required to qualify for free shipping.

Order Processing

Orders are normally processed within 1 to 3 business days after payment has been successfully confirmed.

Business days are Monday through Friday, excluding public holidays.

Orders placed during weekends or public holidays will begin processing on the next business day.

During periods of high demand, product launches, promotional campaigns or public holidays, processing may take slightly longer.

Estimated Delivery Time

After the order has been processed and dispatched, the estimated transit time is:

5 to 10 business days

The total estimated delivery time, including processing and transit, is therefore:

6 to 13 business days

Delivery estimates begin after payment confirmation and do not include weekends or public holidays.

These timeframes are estimates rather than guaranteed delivery dates. Delays may occasionally occur due to customs procedures, severe weather, carrier disruptions, high seasonal demand or other circumstances outside our reasonable control.

Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Tracking information may take between 24 and 72 hours to become active.

Customers are responsible for monitoring the tracking information and ensuring that someone is available to receive the parcel when required.

Duties and Import Charges

Where applicable, Altessa Maison arranges shipping so that customers are not charged unexpected import duties at the time of delivery.

Any applicable taxes, duties or charges collected directly during checkout will be clearly displayed before the order is completed.

If a carrier or customs authority requests an unexpected payment upon or before delivery, please contact us before making the payment so that we can investigate the situation.

Shipping Partners

To serve customers across different countries efficiently, some orders may be prepared and dispatched directly by one of our carefully selected production or fulfilment partners.

As a result, the dispatch location may vary depending on the product, availability and destination.

This does not affect the customer's rights, Altessa Maison's responsibility for the order, or the return conditions described in our Return and Refund Policy.

Multiple Shipments

If an order contains more than one item, the products may occasionally be shipped separately due to availability or fulfilment location.

When this happens, the customer will not be charged any additional shipping fees. Separate tracking details may be provided for each parcel.

Delivery Address

Customers are responsible for providing a complete and accurate delivery address during checkout.

Please check the following information carefully:

Recipient's full name
Street name and building number
Apartment, unit or floor number, where applicable
Postal code
City
Country
Telephone number

If you notice an error in your address, please contact us as soon as possible.

We cannot guarantee that an address can be changed after an order has entered processing or has been dispatched.

Altessa Maison is not responsible for delivery failures caused by incomplete or incorrect information provided by the customer. However, we will make reasonable efforts to assist in resolving the situation.

Failed Delivery Attempts

If delivery cannot be completed, the carrier may make another attempt, leave collection instructions or return the parcel to the sender.

Customers are responsible for following the carrier's instructions and collecting the parcel within the specified period.

If an order is returned because it was not collected, the delivery address was incorrect, or delivery was repeatedly refused, please contact us so that we can assess the available options.

Delayed Orders

If your order has not arrived within the estimated delivery timeframe, please:

Review the tracking information.
Check whether the carrier has left a delivery notice.
Confirm that the delivery address is correct.
Contact our customer service team.

We will contact the carrier or fulfilment partner and assist with the investigation.

A delay alone does not necessarily mean that a parcel has been lost. Where appropriate, we may ask the customer to allow the carrier a reasonable investigation period before a replacement or refund is issued.

This does not limit any statutory consumer rights.

Lost or Damaged Parcels

If your parcel appears to be lost, arrives damaged or contains missing items, please contact us promptly and provide:

Your order number
A description of the issue
Photographs of the parcel and product, when applicable
Any relevant information provided by the carrier

We will review the case and, where appropriate, arrange a replacement, refund or another suitable resolution in accordance with our Return and Refund Policy and applicable consumer law.