Shipping policy

Shipping Policy

We take care to package and ship every order promptly, but once a package is handed off to the carrier, it's outside of our direct control. Arches is not liable for packages that are lost, stolen, or delayed in transit. If your tracking shows a delivery you didn't receive, we recommend reaching out to the carrier directly, as they will be best placed to assist with locating your package or filing a claim.

To help avoid delivery issues, we recommend shipping to an address where someone is available to receive the package.

International orders

For orders shipped outside of Portugal, including to the UK, USA, and other countries, any customs duties, import taxes, or brokerage fees are the responsibility of the recipient. These are set by the destination country and are not included in the order total or shipping cost at checkout. We'd suggest checking with your local customs office ahead of time if you're unsure what to expect.

If a package is refused or goes unclaimed due to unpaid duties and is returned to us, original shipping costs won't be refundable.

Shipping times

Shipping estimates provided at checkout are just that, estimates. Occasionally delays happen due to customs, weather, or carrier volume, and we can't guarantee exact delivery dates.