Shipping policy

1. Deadlines

The Delivery Time is the sum of the Production Time (processing and packaging) and the Shipping Time (transport).

  • Average Delivery Time: 3 to 8 business days after payment confirmation.
  • Holiday Seasons and Vacations: During high-demand periods (Christmas, Easter, Valentine’s Day, Father’s/Mother’s Day) or holidays, delivery times may be extended. We recommend placing your order well in advance.
  • Legal Maximum Deadline: Under the law, the maximum time for final delivery is 30 days.

2. Shipping Methods
We work with various shipping carriers, selected according to the type of product and destination, always ensuring a Tracking code for monitoring. Once the order has been dispatched, you will receive an email with the tracking code.

Shipping times are estimates provided by the carriers. Surprizy is not responsible for delays caused by external factors (strikes, bad weather, accidents, or logistical failures of the carriers). We work with multiple shipping providers, which vary depending on the type of product.

3. Shipping Fees

Shipping to most European countries has a fixed cost of €4.49, with an estimated delivery time between 3 to 8 business days.

The exception applies to Canvas Prints: as these are products with varying dimensions and weight, the shipping cost is calculated individually based on the size, weight, and destination of the order. The final price will be automatically displayed during the checkout process after you enter your country and postal code.

For orders containing products from different ranges, items may be shipped separately, and different shipping fees may apply.

4. Delivery Responsibility and Address
To ensure successful delivery, the customer must carefully verify the address when completing the order.

  • Mandatory Information: It is essential to include door number, floor, side (Left/Right), company/store name (if applicable), and a valid mobile phone contact number.
  • Absence at Delivery: If no one is present at the address, a notice may be left for collection at a pickup point or a new delivery attempt may be scheduled, depending on the carrier.
  • Responsibility: Surprizy is not responsible for delivery failures due to incorrect or insufficient information provided by the customer, nor for failure to collect the order within the timeframe indicated in the carrier’s notice.

5. Reshipping of Returned Orders
If an order is returned to the sender due to the customer’s responsibility (incorrect address, failure to collect, etc.):

  • The reshipping will be processed within 15 business days after the return is received at our facilities.
  • Reshipping Costs: The cost of the new shipment is fully borne by the customer. If the original order benefited from a "Free Shipping" campaign, the reshipping will be charged according to the standard rate without promotions.
  • You must contact us via info@surprizy.pt with the subject “DELIVERY INFORMATION”.

6. Receipt and Damage Verification
At the time of delivery, the recipient must inspect the packaging.

  • Visible Damage: If the packaging shows damage or signs of tampering, a written reservation must be made with the carrier at the time of acceptance.
  • Damaged Items: You have 5 consecutive days after receipt to report evident irregularities (e.g., broken product). In such cases, Surprizy undertakes to replace the item after evaluating the photographs provided by the customer.