1. Delivery Policy and Delivery Timeframes

Once payment has been confirmed and all items included in the order are available, Wsupplies, Lda. undertakes to dispatch the order within the timeframes set out below.

• Mainland Portugal: estimated delivery within 1 to 2 working days after dispatch.
• Autonomous Regions of Madeira and the Azores: estimated delivery within 2 to 3 working days after dispatch.

These timeframes may be extended under exceptional circumstances beyond the control of Selenterra, including severe weather conditions, strikes, operational restrictions or any other force majeure events.

Delivery times may vary depending on the selected shipping method. Cash on Delivery, when available, may add 1 to 2 working days to the expected delivery timeframe.

Delivery is always made to the address provided by the Customer at checkout. All orders are shipped exclusively via GLS, Selenterra’s official logistics partner.

Home Delivery and GLS Pickup Points

• A single delivery attempt will be made at the address provided by the Customer.
• If delivery cannot be completed, the parcel will be redirected to the nearest GLS Pickup Point, and the Customer will be notified accordingly.
• The Pickup Point is automatically selected by the GLS system based on proximity to the delivery address.

Shipping Costs

Shipping costs are displayed clearly during checkout.
By completing the purchase, the Customer accepts both the costs and the delivery timeframes associated with the order.

Shipping fees strictly cover the transport of the parcel from Selenterra’s warehouse to the address provided by the Customer.

Additional Conditions

• Orders are dispatched on working days (Monday to Friday).
• When selecting a GLS Pickup Point, the Customer is responsible for ensuring that the location is open and suitable for collection.
• Any request to redirect the parcel to another Pickup Point or to a different address after dispatch will incur additional shipping charges.
• GLS lockers have limited capacity. Should the parcel exceed locker dimensions, Selenterra will contact the Customer to select an alternative Pickup Point.

Selenterra only guarantees delivery when the address provided is complete, correct and located in a country serviced by Selenterra. Selenterra does not deliver to PO Boxes.

2. Tracking Your Order

After dispatch, the Customer will receive, via email or SMS:

• The GLS tracking number
• A direct link to the tracking page

Tracking available at:
https://gls-group.com/PT/en/parcel-tracking/

Selenterra is not responsible for delays or unforeseen issues occurring once the parcel has been handed over to the carrier.

3. If Your Order Is Delayed

If the Customer believes the delivery is delayed, they may contact GLS directly:

GLS Portugal Customer Support
+351 219 610 061
Monday to Friday: 08:30 – 19:00

4. Incorrect Order Details

Any re-shipment required due to:

• Incorrect or incomplete delivery address
• Repeated absence of the recipient
• Failure to collect the parcel from a GLS Pickup Point within the deadline imposed by GLS

will result in new shipping fees, which must be paid by the Customer.

5. Order Handling, Additional Charges and Abandoned Parcels

Where additional shipping charges are due but were not collected at the time of purchase:

• The Customer has 15 days to settle the outstanding amount.
• After this period, Selenterra grants an additional 90 days for payment.
• If the charges remain unpaid and the parcel has not been dispatched within this extended timeframe, the items will be deemed abandoned under Article 1318 of the Portuguese Civil Code, and ownership may revert to Selenterra with no right to refund.

Orders containing subscription items benefit from an extended deadline of 6 months.

The invoice is issued in digital format and sent by email at the time of dispatch.

Orders are normally dispatched within 24 working hours, except in cases of stock shortage.

The Customer has 3 days to collect the parcel from the designated GLS Pickup Point. If the parcel is not collected within this period, it will be returned to Selenterra. Any new shipment will incur shipping fees payable by the Customer.

6. Delivery Procedure, Failed Delivery and Re-shipment

Once payment is confirmed:

• The Customer will receive an email confirming the sale
• The estimated delivery date will be provided
• Delivery will be made exclusively to the address specified at checkout

If delivery is unsuccessful due to reasons attributable to the Customer, the GLS courier will leave a Pickup Notification, containing:

• The location of the GLS Pickup Point
• The parcel identification
• The deadline for collection (up to 4 working days)

If the parcel is returned to Selenterra due to non-collection, the Customer has 90 days to request re-shipment, subject to payment of the corresponding shipping costs.

If the Customer does not request re-shipment within this period, the items will be deemed abandoned, in accordance with applicable law.

Dispatch is always carried out within a maximum of 24 working hours, except where stock is unavailable.