Delivery

At Só Verde we want your natural products to reach you quickly, safely and in perfect condition. This policy explains how we process, ship and deliver your order, and what to expect once you have placed it. It complies with Portuguese and European consumer law (Decree-Law No. 24/2014 and EU Directive 2011/83/EU).

1. ORDER PROCESSING

So Verde operates a fast-fulfilment model. Once your payment is confirmed, your order is automatically routed into our processing system, stock is reserved and packing begins, often within the same business day.

• Processing time: 1–2 business days from payment confirmation
• Business days: Monday to Friday, excluding Portuguese public holidays
• Orders placed on weekends or holidays are processed on the next business day
• You will receive an order confirmation by email immediately, and a dispatch confirmation with tracking once your parcel leaves our warehouse

📌 Because fulfilment is automated and begins immediately, orders cannot be cancelled once confirmed. Please review your cart carefully before checkout. See our Order Cancellation Policy for full details.

2. SHIPPING DESTINATIONS

So Verde currently ships to:

• Mainland Portugal
• Azores and Madeira

If your country or region does not appear at checkout, we are unable to ship there at this time. Delivery is only made to addresses within our active shipping zones.

 

3. DELIVERY TIMES

Estimated delivery times below are calculated from dispatch, not from the order date, and exclude the 1–2 day processing window.

⚠️ Delivery times are estimates provided by our carriers and are not guaranteed. Delays may occur due to customs, weather, peak periods, carrier disruption or events outside our control.

4. SHIPPING COSTS

Shipping costs are calculated automatically at checkout based on destination, weight and dimensions. The final cost is always shown before you confirm payment.

• Standard shipping: rate displayed at checkout
• Free shipping: may apply to orders above a qualifying value (threshold shown at checkout or on promotional banners)
• Any applicable taxes are shown at checkout for EU destinations

💡 For international orders outside the EU, import duties, customs fees or local taxes may apply on arrival. These are notincluded in our prices or shipping charges and are the responsibility of the customer (see Section 6).

5. TRACKING YOUR ORDER

Once your order is dispatched, you will receive an email containing your tracking number and a link to follow your parcel.

• Tracking information may take up to 24 hours to become active after dispatch
• If you have not received tracking details within 3 business days of your order confirmation, please contact us at support@soverde.pt

6. CUSTOMS, DUTIES & IMPORT TAXES (INTERNATIONAL)

For deliveries outside the European Union:

• Orders may be subject to import duties, customs charges and local taxes levied by the destination country
• These charges are determined by local customs authorities and are beyond Só Verde's control
• They are payable by the customer and are separate from the product and shipping price paid at checkout

Só Verde cannot predict or reimburse these charges, and is not responsible for delays caused by customs processing 

7. INCORRECT OR INCOMPLETE ADDRESSES

It is the customer's responsibility to provide a complete and accurate delivery address at checkout.

• Só Verde cannot be held responsible for orders delayed, lost or returned due to incorrect, incomplete or outdated address details supplied by the customer
• If a parcel is returned to us because of an address error or repeated failed delivery, we will contact you to arrange re-shipment, which may incur an additional shipping charge
• Please double-check your name, address, postcode and contact details before completing your purchase

8. FAILED OR MISSED DELIVERIES

If the carrier is unable to deliver your parcel:

• They will usually leave a notice and attempt redelivery, or hold the parcel at a local pick-up point
• It is the customer's responsibility to collect the parcel or arrange redelivery within the carrier's holding period
• Parcels not collected and returned to So Verde will be handled as a returned shipment (re-shipping charges may apply)

9. DAMAGED, LOST OR MISSING PARCELS

We pack every order carefully, but if something goes wrong in transit:

• Damaged in transit: Report it to us within 14 days of delivery, with clear photographs of the packaging and product. So Verde covers the cost in these cases — see our Return & Refund Policy, Section 4.
• Lost in transit: If tracking shows no movement or your parcel has not arrived within the estimated window, contact us at support@soverde.pt and we will open an investigation with the carrier.

📌 Please keep all original packaging until any delivery issue is resolved.

10. CONTACT US

For all delivery and shipping queries, please reach out to us:

• 📧 Email: support@soverde.pt
• 🌐 Website: https://soverde.pt
• ⏰ Response hours: Monday – Friday, 9am – 6pm (GMT+1 Lisbon)