Shipping Policy

Last updated: July 20, 2026

This Shipping Policy explains the conditions for processing, shipping, tracking, and delivering orders placed on Klevuno.

1. Delivery Area

We currently deliver to addresses in Portugal.

The customer must confirm, before completing the purchase, that the delivery address is complete and correct.

2. Shipping Costs

Orders placed on Klevuno currently benefit from:

Free shipping to Portugal.

The total cost of the purchase, including any applicable delivery charges, will always be displayed at checkout before payment confirmation. Consumers must be informed beforehand of the total price, including shipping and other charges.

3. Order Processing

After payment confirmation, we aim to start processing the order on the next business day.

Orders placed on weekends or holidays usually begin processing on the next business day.

Processing includes:

payment confirmation;
order data validation;
product preparation;
handover of the order to the carrier.

Processing time should not be confused with delivery time.

4. Estimated Delivery Time

The estimated delivery time is:

5 to 9 business days after dispatch.

This period is an estimate and does not constitute a guarantee of delivery on a specific date.

Delays may occur due to:

periods of high demand;
weekends and holidays;
weather conditions;
carrier operational delays;
incomplete or incorrect addresses;
difficulties accessing the delivery location;
other circumstances beyond our reasonable control.

Unless a different term has been agreed upon, European law stipulates that goods must be delivered within a maximum of 30 days.

5. Carriers

Deliveries are carried out by partner carriers and logistics operators.

The carrier used may vary depending on the product, destination, availability, and logistics conditions.

The use of an external carrier does not eliminate Klevuno's responsibility for the delivery of the order until it is received by the customer or a person designated by them.

6. Order Tracking

When available, the tracking code will be sent to the email address used for the purchase.

The code may take approximately 3 to 4 business days to become available or show the first movements after dispatch.

We recommend that the customer:

confirms that the provided email address is correct;
checks the spam or junk mail folder;
waits a few business days for the first tracking updates.

The temporary absence of updates does not necessarily mean that the order is not in transit.

7. Incorrect or Incomplete Address

The customer is responsible for providing a complete and correct address, including:

recipient's name;
street and number;
floor, apartment or door number, when applicable;
postcode;
locality;
phone number.

If an error is identified, you should contact us immediately through the Contact page.

After the order has been processed or dispatched, it may not be possible to change the address.

Additional costs caused by an incorrect, incomplete address or unjustified refusal of delivery may be borne by the customer, where legally permitted.

8. Delivery Attempts

The carrier may make one or more delivery attempts or make the order available at a collection point.

The customer must follow the information sent by the carrier and collect the order within the indicated timeframe.

If the order is returned due to non-collection, repeated absence or incorrect address, the customer should contact us to analyse the available options.

9. Delayed Order

If the order exceeds the estimated timeframe, please contact us through the Contact page, providing:

name used for the purchase;
order number;
email address;
tracking code, when available.

We will contact the carrier or logistics partner to check the situation.

If the agreed deadline is not met, the consumer may grant a reasonable additional period for delivery. If this period is also not met, they may be entitled to cancel the contract and receive a refund, in accordance with applicable legal terms.

10. Order Indicated as Delivered, but Not Received

If tracking indicates that the order has been delivered, but the customer has not received it, we recommend that they:

confirm the address indicated on the order;
check with family, neighbours or concierge;
look for any notices left by the carrier;
contact us through the Contact page.

We will analyse the case with the carrier.

11. Damaged Order

The customer should check the order as soon as they receive it.

If the packaging or product shows damage, they should contact us as soon as possible and send:

order number;
photos of the outer packaging;
photos of the shipping label;
photos or video of the damaged product;
description of the problem.

Responsibility for damage occurring during transport remains with the seller until the order is received by the customer.

12. Products Shipped Separately

An order with multiple products may be divided into more than one package.

In this case, the customer may receive different tracking codes and the packages may arrive on different days.

No additional shipping costs will be charged due to the division of the order.

13. Cancellations and Changes

If you wish to cancel or change an order, please contact us immediately.

We will try to accommodate the request, but we do not guarantee that it will be possible to cancel or modify an order after processing or dispatch has begun.