What is the delivery time of my order?
When we receive an order, we make everything possible to dispatch it as soon as possible.
Most of the times, orders for which the payment is confirmed until 13H (GMT) are dispatched in the same day, after this time they’re dispatched the day after.
However, during holiday seasons or when there are stock breaks, it’s possible that your order will take about 48H to be dispatched.
If this period is exceeded we’ll get in contact with you.
Delivery time varies according to the country, per the following conditions:
- Mainland Portugal: between 1 to 2 working days after dispatch.
- Portugal - Madeira Island: between 6 to 15 working days after dispatch.
- Portugal – Azores archipelago, between 6 to 15 working days after dispatch.
- Countries in Europe: between 1 to 2 working days after dispatch.
- Other countries: between 3 to 7 working days after dispatch.
Where can I receive my order?
You can receive your order at an address of your preference (home, workplace, home of a family member, etc), anywhere in the world.
Each time more often our clients select their workplace as preferential address to receive their orders. It’s the best way to ensure that will always be someone present to receive you Lemon Jelly.
The shipping address may be different from the billing address?
Yes, you can set this information during the checkout.
Remember that the shipping costs will depend on the country of destination and not the billing country.
How can I track my order status?
Once the order is shipped, you will receive an e-mail with a reference, so you can monitor the status of the shipment on the website of the carrier.
You can also track the status of your order in your customer area, in the section "Orders".
Can I change my shipping address after the dispatch of the order?
After the shipment of the order it is not possible to change the delivery address.
I was not at the delivery address on the delivery date, what should I do?
In case the carrier cannot deliver your order due to the absence of the recipient we will get in touch with you to reschedule a new delivery.
If, even then, there is still no one at the delivery address on the agreed date, you should get in touch with us via email firstname.lastname@example.org in order to arrange a new delivery in a place of your choice (in the same country).
Most of our clients use their workplace address to receive their orders. It’s a good way to guarantee that is always someone available to receive your Lemon Jelly.
My order has still not arrived. What should I do?
To ensure the delivery of your order, someone should be present at the delivery address between 9:00 and 18:00 to receive the order.
If you have not received it within the given deadlines (working days) you should get in touch with us via email email@example.com in order to arrange a new delivery at an address of your choice.
What are the shipping costs?
The shipping costs depend on the destination address.
The amount of shipping costs is automatically calculated in the shopping cart, according to the country of delivery and the intended delivery time selected (when available).
Will I have to pay customs duties and import taxes?
Due to the different custom policies and import taxes, Lemon Jelly has no control over any costs which may be applied at the time of the arrival of a shipment to the country of destination, it is not possible to predict the exact value of these taxes.
If you have any questions, you should contact the local customs before making your order to obtain information about customs costs and their applicability.
What is the deadline to make an exchange or a return at the online store?
Exchanges or returns must be made within 30 days from the date of confirmation of dispatch.
What are the conditions for the return of an item?
Lemon Jelly has the right to refuse returns which are communicated or sent outside the deadline limit, or products that are not in the same conditions in which they were sent.
All items for exchange or refund shall be submitted in the original packaging, under the same conditions in which they were sent together with a copy of the invoice.
Requirements to be fulfilled in case of an exchange or return:
- The products may not have been washed or used.
- The products must be complete (return of the pair, along with accessories if applicable)
How should I proceed to make an exchange or return?
To make an online exchange of an order, you must:
- Log on;
- Go to the section "Orders";
- Select the respective order;
- Click on Return/Exchange and follow the steps indicated.
In countries with free returns:
After we receive your request for exchange or return we will get in touch with you to schedule the date of collection.
The collection of articles will be made by a carrier at an address of your choice. It is not possible to schedule a fixed time by which, on the date shown, someone should be present at the place of collection between 9am and 6pm.
When will I get a refund?
You will receive the amount via the same payment method used in your purchase within an estimated period of 10 working days (depending on the bank) after we have received your order in our warehouse.
What are the return costs?
The return costs vary according to the address of the collection:
- Portugal mainland and islands — Free Returns*
- United Kingdom — Free Returns*
- Other countries — The return cost is responsibility of the customer, For more information, please contact our customer support through our email firstname.lastname@example.org.
* This collection is only free for the first Schedule.
If the collection was not performed successfully due to an absence at the collecting address, the next collections shall be borne by the customer (cost of 3.00€).