Shipping policy

At Gratia Terracotta Pots, every order is prepared with the same care we put into creating our pots: by hand, safely and with attention to every detail. On this page you will find everything about shipping, receiving your order, returns and warranty.

1. Shipping

1.1. Processing and preparation

All items are checked and packed by hand, using protective materials suited to fragile pieces (padding, reinforced cardboard and double protection).
Preparation is included in the total estimated delivery time of 8 to 10 business days, which may vary depending on order volume or item availability.
For made-to-order items or limited editions, the timeframe may be slightly longer, and the customer is always informed of the estimated delivery time.

1.2. Deliveries

We ship throughout mainland Portugal and the islands (Azores and Madeira), as well as to countries in the European Union.
Order dispatch days: Tuesdays and Fridays.
Deliveries are carried out by partner carriers experienced in handling fragile items.
Once the order has been dispatched, the customer receives a tracking code to follow the delivery.

Note: some shipments may be made without a tracking number, depending on the carrier chosen. However, delivery is always guaranteed within the estimated dates.

1.3. Estimated delivery times

Total estimated time (preparation plus transport): 8 to 10 business days.
Deliveries to the islands and to other European countries may take a few extra days.

The timeframes given represent a commitment on our part. If, for any reason, there is a delay, we will inform the customer of the new expected delivery date.

1.4. Secure packaging

Each piece is individually protected to ensure it arrives at its destination in perfect condition.

Despite the utmost care taken in packaging, if an item arrives damaged, the customer should follow the instructions in the Receiving your order section below and contact us within 48 hours at most, with photographs of the product and the packaging: we will send a replacement pot at no cost, or, if the model is no longer available, we will refund the full amount. The same applies in the event of loss of the order during transport.

1.5. Shipping costs

Shipping costs are calculated automatically at checkout, based on the total weight and the destination of the order.
During special promotions, Gratia may offer free shipping above a certain purchase value.

2. Receiving your order

For a safer opening, we recommend using a utility knife or another suitable cutting tool.

Place the box with the label facing down and open it from the top. This way, you will have direct access to the inside and will be able to check the condition of the pot more safely.

2.1. Checking at the time of delivery

For a quick resolution in the event of damage, it is essential that you check the order at the time of delivery and note any anomaly on the delivery note.

If there is visible damage, you may also choose to refuse the order.

If it is not possible to open the packaging in front of the courier, write "Sujeito a conferência" (subject to inspection) on the delivery note before signing it: this will protect you in the event of hidden damage detected later.

2.2. Damage occurring during transport

If you notice damage that may have occurred during transport, please:

Note, whenever possible, any anomaly on the delivery note;
Photograph the packaging and the product before any handling;
Contact us as soon as possible, ideally within the first 48 hours after receipt, via gratia_nd@sapo.pt, sending the photographs and the order number.

Prompt communication allows us to act more effectively in resolving the situation.

At Gratia, every shipment is handled with the same care with which we paint every pot. Our goal is for your order to arrive safely and for each piece to carry with it the natural and timeless essence of the brand.

All prices shown in the shop include VAT at the applicable legal rate (23%) for customers in the European Union. NIF: PT214397858.